RSC USA Warranty issues with service at RSC Sydney

[RyanPrasad]

I had my 16800 fully serviced in 2016 by the RSC (former) in San Francisco. Gio has done a ton of work on various watches for me and I've always been happy with his work.

Fast forward to a couple months ago and it's losing about 20sec a day, clearly off.

I live in sydney now and the warranty is still valid for 3 more months so I took it to the RSC here in Sydney. They called me yesterday and said they don't want to honor the Warranty because they believe they'll need to change out a balance wheel and they won't be reimbursed back from HQ for parts. He suggested that I call RSC Beverly Hills. Robert over at RSCBH said they should definitely be covering the work and that the warranty is international and should work anywhere. IE he would take an AU one in LA so it shouldn't be any different the other way around.

Has anyone had any experience with this?

[themaninblack]

Unless that part is excluded under warranty, and I don’t think it is, then they should be honouring the warranty obligations. I have to say RSC Sydney does not have as good a reputation as RSC Melbourne. That actually goes for pretty much anything Sydney versus Melbourne of course! I think that you should contact Rolex in Switzerland or the Melbourne RSC.

[exador]

Originally Posted by RyanPrasad

They called me yesterday and said they don't want to honor the Warranty because they believe they'll need to change out a balance wheel and they won't be reimbursed back from HQ for parts.

That’s ridiculous. Lodge a complaint with NSW Fair Trading:

https://www.fairtrading.nsw.gov.au/h...ke-a-complaint

[RyanPrasad]

Thanks for the replies gents, not sure about that sydney vs. melbs overall comment.........

JK I'm actually more of a MELB man myself

Graziano the RSC Syd watchmaker said he'll "Try and check with Geneva" for me overnight.

[Andad]

This is very interesting.

We have a ‘transferable service warranty’ situation from country to country?

This should be honoured by any Rolex Service Centre?

Wait? What does ‘former’ mean?

[1William]

They may not want to do the work but the warranty is in place. I would have the conversation with them and be firm but polite. If they will not do the work under warranty ask them to give you that in writing and go forward from there. I believe that many times the first answer is no but if you stay with it the answer becomes yes. Good luck and keep us posted.

[RyanPrasad]

Originally Posted by directioneng

This is very interesting.

We have a ‘transferable service warranty’ situation from country to country?

This should be honoured by any Rolex Service Centre?

Wait? What does ‘former’ mean?

This is where I think things get hairy, RSC San Francisco was a fully authorised service Center up until recently when Rolex changed their policy and stripped a lot of the independent centres from using the official Rolex affiliation. Mainly it means they can no longer issue warrenties, source bracelets and dials and use the official Rolex name.

Really I believe it’s to do with participation in the “official training” (read PAID) and use of branded Rolex testing equipment (read PAID). But I’m sure this is debatable.

All this being said, the warranty was issued while the centre was still under affiliation....

[Vincent65]

Rolex warranty is international.
That's awful. I'd complain to Geneva.

[swish77]

If Sydney is on planet Earth, the warranty applies. It's international. End of story.

It also shouldn't matter about the current designation of RSC San Francisco. If it was an official RSC when the work was done; that's what counts.

I'd file a formal complaint, and/or have a strong conversation with the manager of Sydney RSC.

[MonBK]

This ^

[AdamG]

Originally Posted by Vincent65

Rolex warranty is international.
That's awful. I'd complain to Geneva.

Go direct to Geneva with the complaint

[Andad]

Originally Posted by RyanPrasad

This is where I think things get hairy, RSC San Francisco was a fully authorised service Center up until recently when Rolex changed their policy and stripped a lot of the independent centres from using the official Rolex affiliation. Mainly it means they can no longer issue warrenties, source bracelets and dials and use the official Rolex name.

Really I believe it’s to do with participation in the “official training” (read PAID) and use of branded Rolex testing equipment (read PAID). But I’m sure this is debatable.

All this being said, the warranty was issued while the centre was still under affiliation....

Then the warranty should be honoured.

[CRM114]

Sounds like this RSC has no CS.