Contact email for file a complaint to Rolex Canada

[Bennydata]

Is Rolex a good quality watch with good service?!!

I purchased a GMT master 2 batman 2 weeks ago, went home and try to set up time for my new watch, turn the crown as usual, but gmt hand stuck and it bend, omg I only have this watch on my hand less that 5 mins and it broken....! So I call the jewel store and was told bring back the watch and they will ship back to Rolex to inspect.

Next day I went back to store and I told the sale man I don't want repair...I need a replacement... it is a band new watch ,it is manufactory deficiency for sure and I even don't have chance to wear it yet!!!! The sale man said they will talk to Rolex and try.

Anyway yesterday I talked with Rolex service staff, she told me that because this watch broke down within a day I bought, therefore they express repair for me, I don't need to wait for line up, and the watch will ship back to the jewel store next week and I can pick up there, ......also Rolex replace a new gmt hand for me and my watch as good as new...bra bra...and it is for free! Sounds is a good news......OMG...only she forget I don't want repair... I need a new one! After I insist her I need a new one, she said that is not her job, she have nothing to do with that, I need to talk to the local jewel store which I bought my watch! ....
Finally I told her do NOT ship until I talk to her manager... but look like it is a waiting game now... still wait..... for her manager call back! Too bad so sad, I paid my hard earning money two weeks ago, but I got nothing beside headache. I guess I will really consider should I still buy Rolex as my next watch.

Anyway, does anyone know the email to complaint Rolex Canada.

BTW, she didn't tell what's wrong for that gmt why it stuck beside she doesn't know.

[sleddog]

Sorry to hear of your troubles.

Unfortunately things do happen from time to time, and you just happened across the wrong time.. I certainly understand your frustration, but this certainly isnt the norm, and Rolex isn't in the business of replacing watches, they repair defects under their warranty. Like it not I guess...
I'm sure you can jump up and down all day long, but I doubt they will replace, and neither will the AD. When you do contact them, please don't tell them you purchased a 'Batman"...

Is it an official dealer of Rolex you purchased from??
Normally they will tell you what the issue was with the watch, but I have to say, first I've heard of a bent hand during setting.

Again, sorry to hear of your troubles, and I would suggest calling back the Rolex service centre in Toronto and asking for a contact email you can voice your concerns with.
Good luck!

[cdmorenot]

While I understand things can happen, if I am an AD, I would buy back the watch at MY expense and give you a new one. Send it back to repairs and sell it or auction it.

They certainly have enough margins to be able to do this... Sucks that Rolex has a repair policy rather than replace, but if I am an AD, I'd look to make my customers happy.

[Chewbacca]

the warranty is there for a reason and it did its job.

if you really want to write rolex canada, good luck.

[JacksonStone]

Is this for real? Guy writes with an Asian accent, and then says "bra bra." Why do I get the feeling Bristol Cavendish has multiple accounts here?

[beshannon]

Originally Posted by Bennydata

Anyway, does anyone know the email to complaint Rolex Canada.

Rolex Canada Ltd

Rolex Building
50 St. Clair Avenue West
Toronto Ontario M4V 3B7
Canada

[mikeps2006]

ouch, i would be pretty upset too. with a brand new broken rolex

[sctp39]

Originally Posted by JacksonStone

Is this for real? Guy writes with an Asian accent, and then says "bra bra." Why do I get the feeling Bristol Cavendish has multiple accounts here?

[Bennydata]

Originally Posted by sleddog

Sorry to hear of your troubles.

Unfortunately things do happen from time to time, and you just happened across the wrong time.. I certainly understand your frustration, but this certainly isnt the norm, and Rolex isn't in the business of replacing watches, they repair defects under their warranty. Like it not I guess...
I'm sure you can jump up and down all day long, but I doubt they will replace, and neither will the AD. When you do contact them, please don't tell them you purchased a 'Batman"...

Is it an official dealer of Rolex you purchased from??
Normally they will tell you what the issue was with the watch, but I have to say, first I've heard of a bent hand during setting.

Again, sorry to hear of your troubles, and I would suggest calling back the Rolex service centre in Toronto and asking for a contact email you can voice your concerns with.
Good luck!

Thanks for advise... as I still waiting for the call. cross finger...and yes, I bought it from AD, also I did upload the photos..

[Eatapp]

Although this is an unfortunate event (sorry by the way!), you must realize this is not the common experience?

AD should have let you exchange immediately.

[JacksonStone]

Originally Posted by Bennydata

also I did upload the photos..

Ew...OK, that's real. Sorry I doubted you. If I were in your position, I'd want a different watch, too.

[nachopc]

Same thing with cars, they will never give you a brand new car if this has a technical problem on day one. Things happen all the time and you have 4 years warranty, of course is very very disappointing.


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[MVP]

What the...?

I hope you do not believe this is the norm for Rolex, I doubt anyone here has even seen a GMT hand mangled like that! Terrible luck but it will get fixed.

[Juantxo]

Try calling Switzerland directly. The number is on their website.

[pereiraex]

Originally Posted by Bennydata

Is Rolex a good quality watch with good service?!!

I purchased a GMT master 2 batman 2 weeks ago, went home and try to set up time for my new watch, turn the crown as usual, but gmt hand stuck and it bend, omg I only have this watch on my hand less that 5 mins and it broken....! So I call the jewel store and was told bring back the watch and they will ship back to Rolex to inspect.

Next day I went back to store and I told the sale man I don't want repair...I need a replacement... it is a band new watch ,it is manufactory deficiency for sure and I even don't have chance to wear it yet!!!! The sale man said they will talk to Rolex and try.

Anyway yesterday I talked with Rolex service staff, she told me that because this watch broke down within a day I bought, therefore they express repair for me, I don't need to wait for line up, and the watch will ship back to the jewel store next week and I can pick up there, ......also Rolex replace a new gmt hand for me and my watch as good as new...bra bra...and it is for free! Sounds is a good news......OMG...only she forget I don't want repair... I need a new one! After I insist her I need a new one, she said that is not her job, she have nothing to do with that, I need to talk to the local jewel store which I bought my watch! ....
Finally I told her do NOT ship until I talk to her manager... but look like it is a waiting game now... still wait..... for her manager call back! Too bad so sad, I paid my hard earning money two weeks ago, but I got nothing beside headache. I guess I will really consider should I still buy Rolex as my next watch.

Anyway, does anyone know the email to complaint Rolex Canada.

BTW, she didn't tell what's wrong for that gmt why it stuck beside she doesn't know.

Sorry but that is hilarious I have never seen a hand stuck like that. I would have thought it was a fake if I had seen that anywhere else.

[JacksonStone]

Originally Posted by MVP

What the...?

I hope you do not believe this is the norm for Rolex, I doubt anyone here has even seen a GMT hand mangled like that!

I was trying to think how something like that even happened. If the hand is stuck, it just won't move. If you force it, you could strip the gears, maybe damage the crown stem, or whatever. But there would have to be some kind of external force applied to the 24 hour hand, while at the same time trying to adjust it, in order to bend it like that. What could have done that? Did the tip get stuck on the hour markers?

[stylinleems]

Sorry to hear about this. Which AD did you purchase the watch from?

Rolex Canada is correct that it is up to the AD to exchange the watch (at their discretion) but this is where the 5 year warranty comes in. Be sure to ask if the watch will still have it's original 5 year warranty or will it drop down to the 2 year (after service warranty) as the watch was sent into Rolex.

[sensui]

I'm usually in the camp that small things I'd let the warranty fix....but that is something a consumer shouldn't tolerate. As the previous posters mentioned, it is on your AD to make this right. Tell them to get you a new watch or give your money back IMO. They should be dealing with Rolex on the repairs/etc themselves, you did nothing wrong.

[JacksonStone]

Originally Posted by Wahlberg

How does this even happen?

The more I think about it, the more I think the 24-hour hand must have been mounted improperly or was bent, such that the tip was angled toward the dial (rather than parallel), and therefore was hooking on an hour marker. If so, that means it was something that easily should have been caught; it wasn't like it was an internal problem that couldn't have been seen just by looking. This represents a stunning lack of Rolex QC. The watch never should have left the factory, and no customer should have even been given the opportunity to purchase it. As such, the only right thing for the AD to do is exchange it, then take it up with Rolex. Repair is not an appropriate remedy under the circumstances. This shouldn't be the customer's problem.

[brandrea]

I've never seen something like this before

What part of Canada are you from? I know my AD would provide with me a new replacement if something like this happened in the first day of ownership.

[speedmaster73]

Originally Posted by stylinleems

Sorry to hear about this. Which AD did you purchase the watch from?

Rolex Canada is correct that it is up to the AD to exchange the watch (at their discretion) but this is where the 5 year warranty comes in. Be sure to ask if the watch will still have it's original 5 year warranty or will it drop down to the 2 year (after service warranty) as the watch was sent into Rolex.

Of course it still keeps its 5 year warranty!!! Lol. Watch is 2 weeks old.

[crazycarlitos]

Originally Posted by JacksonStone

Is this for real? Guy writes with an Asian accent

I m not even sure wth that mean...



OP, I m sure it's frustrating but Rolex most likely won't replace the watch with a new one if it's a simple hand replacement.

I am curious to see how the hand just bent like that.

[JacksonStone]

Originally Posted by crazycarlitos

I m not even sure wth that mean...

I don't believe that for a second. You may find what I said objectionable, but you'd have to be clueless not to get what I was talking about.

[bdex75]

I would be all over the AD to replace that watch unless they can prove you did something wrong. Rolex will not, and will not make their AD replace the watch. If that is what you want (would be what I would want) you have to put that on the AD.

If they will not I would make sure they never got another $ of my money again.

But, a week turn around time is pretty fast. Usually a repair is much longer.


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[SeaAndSky]

Originally Posted by JacksonStone

Is this for real? Guy writes with an Asian accent, and then says "bra bra." Why do I get the feeling Bristol Cavendish has multiple accounts here?

I'm skeptical as well. But if in fact true, I'd demand either a new watch or my money back.

[sleddog]

Something just seems a little off.....
OP, I'd love to know which of the two AD's in Calgary you purchased from??

[crazycarlitos]

Originally Posted by JacksonStone

I don't believe that for a second. You may find what I said objectionable, but you'd have to be clueless not to get what I was talking about.

I rather be clueless than making racist assumption based on something written by a frustrated owner....

Since u r so smart, can u determine the exact country of the accent used? Or does this accent apply to all asians ?

[sleddog]

Originally Posted by JacksonStone

I don't believe that for a second. You may find what I said objectionable, but you'd have to be clueless not to get what I was talking about.

Originally Posted by crazycarlitos

I rather be clueless than making racist assumption based on something written by a frustrated owner....

Since u r so smart, can u determine the exact country of the accent used? Or does this accent apply to all asians ?

That's enough from the two of you.. Continue to post in this manner, and either may not still be posting here by the nites end!!

JacksonStone, leave the stereo typing at home, no further warning.

[CamSLC]

Never seen that before. Shame about your negative experience.

[natosub]

Originally Posted by JacksonStone

The more I think about it, the more I think the 24-hour hand must have been mounted improperly or was bent, such that the tip was angled toward the dial (rather than parallel), and therefore was hooking on an hour marker. If so, that means it was something that easily should have been caught; it wasn't like it was an internal problem that couldn't have been seen just by looking. This represents a stunning lack of Rolex QC. The watch never should have left the factory, and no customer should have even been given the opportunity to purchase it. As such, the only right thing for the AD to do is exchange it, then take it up with Rolex. Repair is not an appropriate remedy under the circumstances. This shouldn't be the customer's problem.

I think you're right. Zooming in on the picture it looks like the 24h hand is stuck on the 6 o'clock marker.