How does your AD deal with issues?

[scotiasteve74]

So I purchased a second watch recently from an AD, and it wasn't to my expectations (crown appeared not to always engage position 2 or 3, date seemed to change at 2am intermittently).

If you purchased a new watch and it had issues from new, would you expect your AD to replace or refund, or offer a repair in the first couple of days of ownership?

1. Would you expect a replacement if available
2. Would you expect a refund
3. Would you be happy with a repair

[Raypep]

Depends how long after purchase. If its within a week, I'd say full refund.

Anything longer I would assume a repair would have to do.

That would suffice my happiness -- I think.

[scotiasteve74]

Originally Posted by Raypep

Depends how long after purchase. If its within a week, I'd say full refund.

Anything longer I would assume a repair would have to do.

That would suffice my happiness -- I think.

Issue raised within 24 hours.

AD policy seems send to R for an inspection in the first instance (R said 3 weeks or so to review and return).

Am I wrong to think that this is unusual or is it common practice in the industry. I've never had this before.

[Raypep]

Originally Posted by scotiasteve74

Issue raised within 24 hours.

AD policy seems send to R for an inspection in the first instance (R said 3 weeks or so to review and return).

Am I wrong to think that this is unusual or is it common practice in the industry. I've never had this before.

So you buy a watch, raise an issue within 24 hours and now they want to send it away for 3 weeks? No thanks.

If it was a BLNR or DaytonaC etc. Where supply is low, then I would understand the 'repair.' I think. Still doesn't make it 'right' though.

I'm sorry this is happening to you.

-R

[harvey]

Which country did you buy in?

[scotiasteve74]

Originally Posted by Raypep

So you buy a watch, raise an issue within 24 hours and now they want to send it away for 3 weeks? No thanks.

If it was a BLNR or DaytonaC etc. Where supply is low, then I would understand the 'repair.' I think. Still doesn't make it 'right' though.

I'm sorry this is happening to you.

-R

Yes rare model. AD said couldn't see the issue, which I didn't agree with - my wife seen and I even made a video...

Policy I was told was brand wide. Am I wrong not to want to have a watch sent away when I just bought it.

[scotiasteve74]

Originally Posted by harvey

which country did you buy in?

uk

[harvey]

In the UK, I thought you have 14 days to return an item. I did with Goldsmiths after a week.

Did you part pay with a credit card? Give them a call...

[Terrakot]

1 or 2, no way to repair the new watch

[scotiasteve74]

Originally Posted by harvey

In the UK, I thought you have 14 days to return an item. I did with Goldsmiths after a week.

Did you part pay with a credit card? Give them a call...

No, but Citizens Advice said always pay part with CC now.

After much emailing and calling AD agreed a refund (after second visit back to store some distance away), and said they would source a replacement, so I accepted it (all I wanted was a replacement). AD disagrees there is any issue, which i totally (and my wife) disagrees with.

[Fleetlord]

Return for full and immediate refund and move on 100% from this AD.

[adg31]

Very pleased with the AD I use; they even gave a refund on a 116233 TT Datejust after 12 months when it consistently failed to keep time.
They even tried a replacement model they had in stock but couldn't get it to keep consistent time within the stated Rolex standard.
In sharp contrast Rolex failed to do anything of any use - damaging the watch after three attempts to regulate leaving the AD high and dry without so much as an apology.
Moral of the story keep the same AD if possible and move to another brand.
In contrast A+ service from Doxa and a better watch so far as I am concerned.


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[SeaDweller50]

I’m with Fleetlord on this one.

[scotiasteve74]

Originally Posted by adg31

Very pleased with the AD I use; even gave a refund on a TT Datejust after it failed to keep time.
In sharp contrast Rolex failed to do anything of any use damaging the watch after three attempts to regulate leaving the AD high and dry.
Moral of the story keep the same AD if possible and move to another brand.


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Rolex actually were fine, but the AD just did not have a policy it seems of refunding if I understand correctly without inspection by manufacturer, which I thought was not usual? Given your experience and others I have read, I was reluctant to send back such a newly purchased watch for fear that an issue may be caused or marks added through handling, through human error which can happen.

[adg31]

Originally Posted by scotiasteve74

Rolex actually were fine, but the AD just did not have a policy it seems of refunding if I understand correctly without inspection by Rolex. Given your experience and others I was reluctant to send back such a newly purchased watch for fear that an issue may be caused or marks added through handling.

Sorry to hear your problems; based upon my experience I simply wouldn't trust Rolex to service another watch which ultimately kills the brand for me.
This from a lifelong.Rolex fanboy!


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[scotiasteve74]

Originally Posted by Fleetlord

Return for full and immediate refund and move on 100% from this AD.

Got the refund after a bit of effort and help.

[scotiasteve74]

Originally Posted by adg31

Sorry to hear your problems; based upon my experience I simply wouldn't trust Rolex to service another watch which ultimately kills the brand for me.
This from a lifelong.Rolex fanboy!


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My hulk is great, perfect even, just this latest watch was not right IMO, crown issues (for me at least, not pulling out). Dealer doesn't agree with me, but why would I make it up, would make no sense, strange.

[adg31]

Originally Posted by scotiasteve74

My hulk is great, just this latest watch was not right IMO, crown issues (for me at least, not pulling out). Dealer doesn't agree with me, but why would I make it up, would make no sense, strange.

My two remaining Rolex v serial 16610 and 116000 OP are both great watches.
I'll most likely keep the OP which I can easily get serviced locally and sell the 16610 as as I wouldn't want to spend c£800 on a Rolex service for them to damage another watch.




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[Raypep]

Originally Posted by Fleetlord

Return for full and immediate refund and move on 100% from this AD.

Agreed.

[scotiasteve74]

Originally Posted by Raypep

Agreed.

Unfortunately I have no choice now. It's a shame as the first experience was great, but this one has left me feeling very unsatisfied.

Could simply not believe the dismissal of my issues, it was plainly obvious for anyone to see.

Rolex were actually very professional throughout and helpful.

[harvey]

Steve good news on the result you wanted. Don't let your experience with this particular AD mar your feelings. Hope to see an incoming from you soon.

[Dirt]

Originally Posted by scotiasteve74

Yes rare model. AD said couldn't see the issue, which I didn't agree with - my wife seen and I even made a video...

Policy I was told was brand wide. Am I wrong not to want to have a watch sent away when I just bought it.

I would assume it's a warranty issue.
In that case the warranty starts the day they swipe the card and at the discretion of Rolex to determine how they will handle the issue.

The wheels turn slowly at Rolex. But they do turn assuredly and patients is required.
Wait until service time. That will also test your patients if you go through most RSC's.

[scotiasteve74]

Originally Posted by Dirt

I would assume it's a warranty issue.
In that case the warranty starts the day they swipe the card and at the discretion of Rolex to determine how they will handle the issue.

The wheels turn slowly at Rolex. But they do turn assuredly and patients is required.
Wait until service time. That will also test your patients if you go through most RSC's.

I had assumed an issue too. The others I tried were easier with the crown functionality.

On day 1 though, i was not keen for a repair, just a replacement was the preference. I really don't fancy spending that much on a watch to have it sent back first week for work, even one of the staff agreed with me on that. Luckily I got a refund, but in my opinion they could have handled it differently and kept the relationship which is what I wanted.

[aquatimerfla]

I was under the impression once stickers are off and watch is worn it cannot be returned. If AD wants to give you a refund or store credit thats great but I do not believe they are obligated to do so.

It can however be repaired under 'warranty'.

[scotiasteve74]

Originally Posted by aquatimerfla

I was under the impression once stickers are off and watch is worn it cannot be returned. If AD wants to give you a refund or store credit thats great but I do not believe they are obligated to do so.

It can however be repaired under 'warranty'.

Under UK law if the product is faulty within 30 days you can request a refund, repair or replacement. You don't have to accept a repair or store credit i was advised by a legal advisor.

Imagine buying a watch from a store and it having an issue, next day telling them (stickers in place), and being told to return to send to Rolex....

[aquatimerfla]

Originally Posted by scotiasteve74

Under UK law if the product is faulty within 30 days you can request a refund, repair or replacement. You don't have to accept a repair or store credit i was advised by a legal advisor.

Imagine buying a watch from a store and it having an issue, next day telling them (stickers in place), and being told to return to send to Rolex....

Not aware of UK law. If the stickers are still on I dont see the issue returning.

Tough to determine a faulty product in some cases. Many watches with day-dates get screwed up by the owner because they try to adjust day and date before reading instruction manual and end up causing an issue.

Either way if this is the law in the UK than why ask the question?. You already know the answer

[scotiasteve74]

Originally Posted by aquatimerfla

Not aware of UK law. If the stickers are still on I dont see the issue returning.

Tough to determine a faulty product in some cases. Many watches with day-dates get screwed up by the owner because they try to adjust day and date before reading instruction manual and end up causing an issue.

Either way if this is the law in the UK than why ask the question?. You already know the answer

:D The AD couldn't get the crown out just after I bought it and tried to set the time! he was reading the manual as he did it...

My first impression was, this is odd, but I didn't think anything of it until I tried to do the same at home, and it didn't pull out at all. I had googled here and found similar experiences, requiring repair.

[scotiasteve74]

Overall I have my money back, thankfully, but still a bit gobsmacked at the customer service. Money being spent at an AD who appreciates my custom going forward...

[GradyPhilpott]

Originally Posted by scotiasteve74

Overall I have my money back, thankfully, but still a bit gobsmacked at the customer service. Money being spent at an AD who appreciates my custom going forward...

[TickTockChuck]

Glad you got your refund as you should have a week to live with it to spot any issues. I usually don't have the watch sized immediately as that is the point of no return for the ADs I've dealt with. I rejected a Rolex sports model outright due to high resistance and grinding in the manual wind. Everything has to move with precision and smoothness out of the gate. I'm not paying to have a new purchase sent away for 6-8 weeks. Glad it worked out and suggest you shop elsewhere. Good luck. Cheers!