disgraceful rolex service policy
Discussion
We have just fallen foul of Rolex policy on service and spare parts. Believe it or not, if your Rolex watch has in any way been cosmetically modified ( eg non standard bezel, non standard bracelet ) as is the case with many vintage watches, they will not allow their supposedly independent service shops to service the watch and not will they supply any standard parts for the internal workings. They have confirmed this policy to me in writing.
It is as if you put a non standard exhaust on your car and the maker would no longer allow dealers to supply any spare parts.
So you have been warned. Any slightly non standard vintage Rolex is officially junk.
It is as if you put a non standard exhaust on your car and the maker would no longer allow dealers to supply any spare parts.
So you have been warned. Any slightly non standard vintage Rolex is officially junk.
bordseye said:
So you have been warned. Any slightly non standard vintage Rolex is officially junk.
Not really. There are a plethora of highly skilled independent watchmakers about (some on here) who will service or repair your watch without insisting on returning your watch to original spec. It’s well known that Rolex’s service policy is to only work on their own watches and use original OEM parts throughout. Think about it; if you’re going to put your name to a two year warranty, you’d want control of all the parts that are warrantied.
I took my wife's Datejust to Rolex a few years ago. They had it for two weeks and then said that they wouldn't service it unless they also first fitted a new dial for £1,100 extra. Rolex claimed that it wasn't a Rolex dial.
I took it to an outfit in the basement at Bond St who said that it was a Rolex dial, but that someone has encrusted diamonds on it. Aftermarket.
They offered to rent me a dial so Rolex would service it, or just service it themselves. I opted for the latter and was very happy.
My point is, you could borrow/rent cosmetic parts to put the watch back to OEM, if you need to get official parts replaced.
I took it to an outfit in the basement at Bond St who said that it was a Rolex dial, but that someone has encrusted diamonds on it. Aftermarket.
They offered to rent me a dial so Rolex would service it, or just service it themselves. I opted for the latter and was very happy.
My point is, you could borrow/rent cosmetic parts to put the watch back to OEM, if you need to get official parts replaced.
Interesting comment - my wife's watch has exactly the same dial problem plus the shoulders of the watch have also been "diamondised". But none of these changes have any effect on the functionality of the watch - the internal watch movement which is what needs a service. They are irrelevant to that issue.
The watch is with an independant watchmaker for a full service right now. What is annoying me is that the policy is no more than a restrictive trade practice of doubtful legality. FFS is only a watch. I dont find Ferrari refusing to supply parts or service for my car, a much more upmarket product than Rolex, because it has a non standard exhaust and radio.
Rolex are arrogant in their approach to their customers so I will wave two fingers at them and buy elsewhere.
The watch is with an independant watchmaker for a full service right now. What is annoying me is that the policy is no more than a restrictive trade practice of doubtful legality. FFS is only a watch. I dont find Ferrari refusing to supply parts or service for my car, a much more upmarket product than Rolex, because it has a non standard exhaust and radio.
Rolex are arrogant in their approach to their customers so I will wave two fingers at them and buy elsewhere.
Edited by bordseye on Saturday 16th November 20:39
We have original Rolex service parts on site, https://ajwsl.co.uk
We see many Rolex fitted with aftermarket parts not just the important stuff but even to the screws
Normally Rolex don't mind this but to many and they will refuse to service it and also mark case back to show this.
I understand why, if aftermarket parts are fitted and they can't guarantee the watch will still be up the spec's
of a chronometer
We see many Rolex fitted with aftermarket parts not just the important stuff but even to the screws
Normally Rolex don't mind this but to many and they will refuse to service it and also mark case back to show this.
I understand why, if aftermarket parts are fitted and they can't guarantee the watch will still be up the spec's
of a chronometer
bazza. said:
We have original Rolex service parts on site, https://ajwsl.co.uk
We see many Rolex fitted with aftermarket parts not just the important stuff but even to the screws
Normally Rolex don't mind this but to many and they will refuse to service it and also mark case back to show this.
I understand why, if aftermarket parts are fitted and they can't guarantee the watch will still be up the spec's
of a chronometer
Sorry, did you say they will mark the watch to say it's been modified? Surely that cant be legal?We see many Rolex fitted with aftermarket parts not just the important stuff but even to the screws
Normally Rolex don't mind this but to many and they will refuse to service it and also mark case back to show this.
I understand why, if aftermarket parts are fitted and they can't guarantee the watch will still be up the spec's
of a chronometer
Buster73 said:
Rolex claimed the crystal on my wife’s watch was damaged on the inside and would have to be replaced at my expense, despite being owned since brand new and never been touched .
Work that one out.
Maybe she allowed water to get inside? How dare she!Work that one out.
When getting my DJ40 bracelet adjusted at the supplying AD last spring I mentioned I liked the Exp II. The sales assistant said they had a customer's watch awaiting collection I could try. I said I wouldn't be happy if my new watch was being used for demo.
She said not to worry, all new watches are held by the AD for 30 days prior to release to the buyer for this very reason since exhibition models are no longer supplied by Rolex to ADs.
News to me... but it really put me off buying another new Rolex. Mind you, a used one is the same price and God knows where that'll have been.
bazza. said:
TheLurker said:
Sorry, did you say they will mark the watch to say it's been modified? Surely that cant be legal?
Yep if you sent it into Rolex it will now have a Rolex code marked on the case , We see it all the time Gassing Station | Watches | Top of Page | What's New | My Stuff