Rolex Service Delay

[Herkztimez]

Hey Rolex world!

Just wanted to get a feel to see if anyone else is experiencing long wait times for Rolex parts and Service. I bought an OP39 Black in early January and after a couple days of purchase I noticed a slim white line on the dial. I showed my AD and they sent it into Rolex. Rolex said this was a defect and they will be replacing the dial.

Up to this day the watch is still in Geneva and Rolex Service is still waiting on receiving a replacement dial per my AD. It has been 5 months and I didn’t expect this long of a wait and this much uncertainty of the repair.

A dial replacement shouldn’t take this long to be procured. Anyone else experiencing defects of long wait times? I’ve waiting this long I was thinking of swapping out the black dial to white having me think the black dial was a decision mistake between the white and black.

Thanks for your time!


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[chicagowatchman]

Yes indeed Rolex takes its time
I waited 8 months for my watch to get a damaged link replaced

[Abdullah71601]

It’s unlikely your watch is in Geneva. More likely it’s sitting in the Dallas or NYC RSC if your AD is in the US.

Strange that its taking so long for a dial replacement though.

[csfischer20]

That’s insane. I sent my sub in for service in January and had it back in about 3 weeks. It needed some hefty work too. Mine was in Pennsylvania I believe.

[Herkztimez]

Originally Posted by chicagowatchman

Yes indeed Rolex takes its time

I waited 8 months for my watch to get a damaged link replaced

8 months?!? I hope it doesn’t get to that point. Hope you’re enjoying the watch now too.


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[visualplane]

5 months? 8 months? That's ridiculous.

[Fredcohiba]

Not an acceptable time frame for a high end watch. They have a long way to go to match service times with their prestigious name.

[77T]

I make no excuses, but the timeframes being discussed aren’t routine service items...

The current interval at US RSCs is under 8 weeks for routine movement service including any parts requiring replacement. Those parts are stocked locally with inventory control based upon the predicted volume of work. A manager will keep a certain amount of regularly replaced items like gaskets, mainsprings, tubes, crowns, etc.

However, the replacement of a dial, midcase, bracelet bits, etc. are a different matter. With the wide array of those parts existing in the Rolex model lines, coupled with the unpredictable demand for replacements, it is nearly impossible to stock locally in an effective manner.

This is something that Rolex, AP, PP, Omega and others could improve upon - but the cost of doing so isn’t in the cards methinks. Idle inventory isn’t the answer - plus fabricating new watches for sale on modern references still in production is a competing factor.


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[Chiboy]

If they don't have an inventory of spare dials for your watch, and aren't going to do a run for 8+ months, they should send the watch back to you with a mailer to send it to them when they have the part.

I had an issue with my Daytona and 12 days after I dropped it off at RSC, it was at my front door. And the RSC I dropped it off at didn't do the work. It was shipped to PA for service. Obviously not a parts issue but I do believe they prioritize warrantee claims (when they can).

[RichM]

That’s insane.

[crew]

I’d be having some serious conversations with my AD about this. Get them to be your advocate with Rolex because this isn’t right.
Keep us updated, please, with any developments.

[Herkztimez]

Originally Posted by Chiboy

If they don't have an inventory of spare dials for your watch, and aren't going to do a run for 8+ months, they should send the watch back to you with a mailer to send it to them when they have the part.

I had an issue with my Daytona and 12 days after I dropped it off at RSC, it was at my front door. And the RSC I dropped it off at didn't do the work. It was shipped to PA for service. Obviously not a parts issue but I do believe they prioritize warrantee claims (when they can).

That’s a good idea, send the watch back if suspected of a long wait time. That I would mind, at least I can enjoy it for a bit. I didn’t even have the watch for a week and I’m still waiting.


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[Herkztimez]

Originally Posted by crew

I’d be having some serious conversations with my AD about this. Get them to be your advocate with Rolex because this isn’t right.

Keep us updated, please, with any developments.

I guess I can push the AD more, I have asked for a full refund or exchange, but they’ve told be ‘Rolex’ won’t honor it. Seems the AD won’t take the hit. Disappointing because this is the closest AD to me and I am trying no to ruin my relationship with the AD.


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[LandWatch]

6 weeks on average for my watch when dropped off at St James Square.

[Blansky]

I have an independent watch in the hospital and it's 5 months and counting.

Kind of sucks for what is probably a one day job once they get started.

[mrricks]

At this rate, they should be giving you a “loaner “.

[77T]

This is why we all need a spare...


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[RW16610]

Man, that's tough when you wear and enjoy a watch. I hope you're able to get it back soon.