Rolex Service gone awry

[Carol Tracy]

I'm writing because I don't know where else to turn to get ahold of someone that may be able to help!

I purchased an Air King watch and within a year of purchase, one of the pieces INSIDE the watch (for numbers) came off and then was tripping up the second hand inside the watch.

Took it in to have it repaired at the dealer where purchased. They charged over $100 for that to be fixed. EVEN THOUGH it was INSIDE the watch and not something that would be a user-error.

Within a year of that (about six months later), ANOTHER piece came off and did the same thing. Took it back to the same place, now they want over $1,000 to fix that AND service the watch as apparently tripping up the second hand with the loose piece inside was not a good thing for the working of the watch.

I think this is unheard of! Had it been something that was done by the person wearing the watch, that would be one thing. But if their watch, inside the crystal, is falling apart, why should I pay over $1,000 for that???

They won't fix it without the money.

So now I have this gorgeous watch that I paid generously for that runs worse than had I bought a Timex!

I'm wondering...um....WHY did I get Rolex?

Is there any way to have the company stand behind its product instead of the dealers getting money grabbing greedy when it comes to a chance they can take advantage of the end user consumer?

Purchased the watch at Reed's Jewelers in the Hampton Roads area. I would recommend that if you want to pursue Rolex, first find out if they will stand behind their product (and how that exactly happens) and STAY AWAY FROM REEDS when it comes to making a purchase. Find another dealer.

Other than that, if someone on this forum knows how I can get Rolex to help with THEIR watch messing up....that would be great.

Thanks for reading, and potentially helping here.

Carol

[greekbum]

Are they an authorized Rolex dealer?
Was it a used watch or a new watch when you bought it?
Since you are posting in the vintage section and we assume it was an old watch?

[Carol Tracy]

Yes, they (Reeds) are an authorized service/dealer.
Watch was purchased from them, used, but given all the thumbs up for service, appraisal, etc.

[greekbum]

what type of warranty did they offer?Something doesnt sound right?

[Carol Tracy]

They didn't offer any warranty. They said that Rolex stands behind its product and anything inside the watch is taken care of. Otherwise, the only other thing I was told was to bring it in for regular servicing/cleaning. Since the watch was less than a year in use (by me) before one of the "clicks" fell off, I felt it should have been covered. But they didn't cover it, they then fixed that piece and then did the cleaning (again) and charged for that and sent me out the door.

I didn't think much of it at that time. But when it happened again, with a different numeral piece falling off, I felt that this was something that Rolex should stand behind. Not continue to charge me for their watch falling apart inside the crystal!

Again, took it back, this time they kept it for about three weeks and after numerous calls, got them to return a call only to say we had to pay almost $1500 to put the piece back on AND correct the damage to the movement of the timepiece that happened because the second hand got caught up on the loose piece inside the crystal.

I just want to know how to get ahold of Rolex to find out why we should pay further money to continue to correct a defect (seems obvious that it is) on their timepiece. If this were something to do with the crystal, or the band, or the crown...I could understand that. But this is inside the watch.

[Balboa]

Sorry you are having such a bad experience. I do not think that the Reeds chain is a Rolex AD. The fact that they offer some Rolex for sale does not mean that they are an AD even though they might imply otherwise.

First thing I would recommend that you never set foot in that store again. They sound completely mercenary with little or no concern for their customers.

You could send your watch to a Rolex Service Center and have a complete service and a service replacement dial, if needed, for far less than $1000.

Dial markers falling off is not normal or acceptable. Maybe your watch has an aftermarket dial that is not quality. Possibly the watch is a fake. Find a Rolex AD in your area for authentication and a service estimate.

Post some good pictures here. There are many on the forum that can offer some good advice and comments.

Mark

[Carol Tracy]

Thanks. Yes, Reeds is an authorized dealer. And service as well. It's even on the Rolex.com site, listing both of their stores in Chesapeake, VA.

You are correct, they (Reed's) have no concern for their customers. We felt that the dial markers falling off was a manufacture defect. They didn't care. They simply stated we needed to spend $1500 with them to correct it or...so sad too bad. No other place to go, no other place to contact, no other place to service.

This is not an aftermarket dial and it's not a fake watch. It is certified, etc. With Reed's being the only AD on the Rolex site, I simply need information on how to get ahold of someone AT Rolex (?) that would hear the story and at least stand behind the product beneath the crystal. If we got a "lemon" then fix it and let us enjoy the watch.

I appreciate your comments. You mentioned sending the watch to a Rolex Service Center. I wouldn't mind that, but again, paying for their mfr. defect is not something I'm all fired up about. I was hoping this forum might point me in the right direction to Rolex to let them know what's going on and how I can get them to stand behind their product.

Their website says they are "..the pre-eminent symbol of performance and prestige..." I'd simply like them to stand behind what they claim.

[Carol Tracy]

And let's not forget the fact that the Rolex.com site also says they have "An obsession with perfection."

Really?

[Numismatist]

Was this a brand new Rolex or a used one from an estate?

Do you have any pictures?

[Carol Tracy]

It was purchased at the store. Not from an estate.
I do not have pics at this moment but will get them and post. I registered on the forum in order to obtain help contacting Rolex to get Reeds to stand behind the product.
Looking at the Rolex site, it also stipulates that their authorised dealers are to not only guarantee the authenticity, but also its reliability over time. This is not the case and we don't know where to turn to get this backed up!

I'm fairly certain that Rolex itself would have no idea that Reed's is doing this. But how do I contact them to let them know of our problem?

[greekbum]

Most AD that sell a used Rolex give a 1 year warranty and will usually stand behind it.
Since you did not buy it new and the new Rolex warranty has long expired it IMHO falls on the store to stand behind it.

[Idle Swede]

here you go:

Rolex Watch USA
665 5th Ave
New York, NY 10022
PH: 212 758-7700

[Tools]

You are confusing Rolex standing behind their product, and a jewelry chain...

Leo has given you the address........ I'll bet that Rolex charges less than that for repairs...

I would definitely tell them your entire story...........and send it to Rolex directly... not back to Reeds...

[Welshwatchman]

If it were me I'd send the watch and a copy of the original repair receipt to Rolex USA along with a carefully worded letter of woe.

I would then expect the whole customer service thing to kick in and receive a repaired watch in due course without a bill.

Try it.

[Carol Tracy]

I will do that. THANK YOU everyone for the input! I'm not trying to get something for nothing (obviously...I bought a rolex!), but just want them to stand behind the product and what appears to be a mfr. defect.

Thanks again. I'll post the results when I get them!

[Idle Swede]

Originally Posted by Carol Tracy

I will do that. THANK YOU everyone for the input! I'm not trying to get something for nothing (obviously...I bought a rolex!), but just want them to stand behind the product and what appears to be a mfr. defect.

Thanks again. I'll post the results when I get them!

Good luck and keep us posted.

[onkyo]

Sorry to hear about your experience. That is not typical of used Rolex watches.

Please let us know what happens after you contact Rolex.

[DadsWatch72]

This whole incident is shocking. Horrible, just horrible. Sorry for your troubles.

[sakuraba]

Sorry about your initial experience with Rolex. I can assure you, it is unique. My AirKing has been an absolute joy.

[harvey]

carol i wouldnt waste any more time dealing with the ad in question... i would call rolex directly stating in detail the situation you find your self in... i am positive they will help...

[xkjohn]

I was very sorry to learn of the manner in which tou were treated. Best wishes in getting this resolved. It would appear that you were treated VERY poorly!

[TonyD]

My advice is to call or write a very polite letter describing your story. Don't embellish too much and be truthful. Use words like dissapointed or sad. Try not to be too angry.

An angry customer is usually lost, no matter how much a company tries. Even if they fix it for free a really angry customer will still tell their friends about the bad experience.

A dissapointed customer is in need of help and wants to salvage the relationship and be happy in the end. I find you get more done by being polite and expecting the fine Rolex to live up to its pedigree.

Best of luck!

[Carol Tracy]

Thanks for the advice. I'm really not an angry customer. I am looking for a solution. The watch is gorgeous! It has a really good memory for me. I want it to work. I just felt that somehow, there must be a way to find out if Rolex knows how its "authorized dealer" is treating customers.

I think I have found that and will definitely post the results when is a result!

I'm not typically the "angry complainer" anyway. But the advice is well put and greatly appreciated.

[Carol Tracy]

It was poor treatment by Reed's Jewelers and I wanted that to be known as well. I think they simply didn't care, wanted the $$ and Rolex probably would have covered it anyway! Who knows?

But if/when I get another Rolex, I will travel out of town before I'd step foot in Reed's.

[sexner]

Originally Posted by Carol Tracy

It was poor treatment by Reed's Jewelers and I wanted that to be known as well. I think they simply didn't care, wanted the $$ and Rolex probably would have covered it anyway! Who knows?

But if/when I get another Rolex, I will travel out of town before I'd step foot in Reed's.

I will travel out of town before I'd step foot in Reed's

Good call.

And good luck with your "proper" repair.

[Wolfgang427]

Wow, sounds like the trouble is not so much the watch but the lousy repair service you got from Reeds so called "authorized service". Please follow thru with the RSC and see if it can be resolved correctly.

[Carol Tracy]

Definitely will go direct to Rolex. But their dot-com site didn't have any direct phone numbers that I could find (easily).

I have good information from all of you and the advice and information should be all I need to resolve this!

Thanks, again, so much for the help. I'm hoping Rolex itself is as helpful to us as all of you have been!

[Carol Tracy]

PS..didn't think to look at the paperwork in the box it came with/in! That was also another good hint. I haven't done that yet, but I'm assuming the info is in there as well.

[Timber Loftis]

Yes, you should have a warranty card from Rolex. Some AD's will offer their own extension on the warranty as well. Sounds like Reeds bungled this, as the initial work should have been covered by at least one and possibly 2 warranties, and shouldn't have cost you a dime.

[watchmaker]

As has been mentioned, if you paid for one repair, surly the guarantee from that would cover the problem the second time.

However as for Rolex standing by their product. You bought a used watch. And then had an agent repair it. Rolex will not, and is not obliged to offer you any warranty or free repair. The only chance you have with them is if they have too much money one day, they feel generous and offer you a goodwill repair, but these are few and far between.