Rolex service under warranty

[Schaldey]

Hi all,
I'm new to this Forum so please forgive me if I'm posting this in the wrong place.

I dropped my watch off at a RSC today because it's been losing time for awhile now. The watch was bought just under 3 years ago and is still under warranty.

I trust this brand and it's long standing reputation, but I'm now worried about them completing this service under warranty. I had a friend bring his watch in as there was condensation under the crystal and they told him it was his fault and it wouldn't be covered under the warranty. Today when I told them my issue, the woman helping me (not a technician) looked at the case with a loupe and said that it had some "dents". She took the watch back to the back to "check it in", so to speak, and made sure to tell me before I left that the timing could be off because it was "banged up". Goes without saying that I wear the watch normally, not during heavy activity/sports, and have never smacked it on something.

Anyone hear of anything like this? I'll get a call in the next couple of days to tell me what they'll be doing and timing and I'm worried they're going to tell me it's not covered under my warranty.

Let me know and thanks for taking the time to read.

[Tools]

A warranty is for manufacturing defects.

If your watch is losing time simply because it has drifted from optimal timing, it would be a warranty issue and would be re-timed.

If the watch shows damage that could account for it's timing issue, it is wear and tear; it is not an issue with manufacture.

[Schaldey]

Thanks for the quick response. To your knowledge, is it all that easy to screw up timing mechanics with normal wear and tear? Again, I haven't been smacking it around..

[214270Explorer]

There could be dozens of reasons why a watch starts to lose time.

Speculation is useless. The best thing to do is let Rolex Service sort it out.

Don't give a lot of attention to the little dings and scratches and -ahem- "dents" as the gal told you. She may not exactly be an expert anyway? And she suspects that your watch was "banged up"? Yeh - she does not know squat about your watch and its overall treatment and day-to-day wearing issues. She is just blathering on with nonsense.

[Schaldey]

Thanks for this. The service confirmation email came in much faster than expected and it seems as though the work will be covered.

It's my first Rolex and it was hard to part with it (even if only for a few weeks) so I was a little stressed about it.

[DaytonaAllDay]

I had my 116520 Daytona serviced in 2015 under warranty at the service center in Dallas due to a mainspring failure. At least that is what I believe since RSC never tells you what they actually replace/repair under warranty. The front girl first took my watch to the back to have it checked for any dings that would be an indication for any hard impacts often resulting in movement damages. Since there weren't any, she came back with the watch and said that it would get serviced under warranty and free of charge. They did not polish the watch after service as requested by me.

[Schaldey]

Thanks for the note, glad you weren't charged.

Odd that they wouldn't clean it up before getting it back to you?

[drrd]

Originally Posted by 214270Explorer

...-ahem- "dents" as the gal told you. She may not exactly be an expert anyway? And she suspects that your watch was "banged up"? Yeh - she does not know squat about your watch and its overall treatment and day-to-day wearing issues. She is just blathering on with nonsense.

No need to let your imagination run riot.

OP said he spoke to a woman and I'm guessing that it's likely part of her job to inspect the condition of a watch without resorting to nonsense or blather.

Tools already gave the right response anyway.

[DaytonaAllDay]

Originally Posted by Schaldey

Thanks for the note, glad you weren't charged.

Odd that they wouldn't clean it up before getting it back to you?

I think I requested that. Edited my post

[Tools]

Originally Posted by Schaldey

Thanks for the note, glad you weren't charged.

Odd that they wouldn't clean it up before getting it back to you?

They do clean it up. They do not usually refinish the case and bracelet on a warranty repair.

If this is done every time a watch is seen, it wouldn't be long before the metal would be beyond it's expected service life.