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onions · 16 January 2012, 04:09 PM

Hi all,

I recently had the bezel insert on my Sub replaced by Rolex Australia. When I asked to keep the old one they stated that they have a strict 'exchange only' policy and that they do not allow for parts (broken, damaged etc) to leave...

Is this policy that others have encountered or just unique to Rolex Australia?

Cheers,

Ian

TSW · 16 January 2012, 04:19 PM

This is not only in Australia but in most countries in the world with the exception of some countries in the EU.

omegabenz · 16 January 2012, 05:27 PM

I guess it limits fakes or subpar repairs by non trained techs? Somehow I talked Omega USA into sending me my old parts back. My local watchmaker I just met was shocked. My sapphire had a very small chip at 4 o'clock and a scratch on the bezel insert. Opted to replace both but I guess I didn't need to. I learned the inserts can be replaced separately. If you put no factory Rolex parts in your Rolex is it true they refuse to work on it? For example if I put a straight second hand on my milgauss then sent it in, would they just replace and send back or refuse to working it?

bayerische · 16 January 2012, 05:59 PM

I think they refuse to work on it incase you don't let them change the second hand to a genuine Rolex part.

jekuo · 17 January 2012, 10:43 AM

They usually require you to have the non-Rolex part replaced with a genuine one or else they won't work on it. They also won't put non-standard parts on a watch either, unless it was offered as an option on that specific model. At least not in the US.

Alcan · 17 January 2012, 11:29 AM

Rolex Canada replaces parts on an exchange basis only.

Boopie · 17 January 2012, 12:27 PM

The Rolex service center replaced the crown of my watch during the regular service, and never offered to give the old one back. I did not insist on keeping the old part, though.

Interestingly, my watch mysteriously stopped, under warranty (a year after the RSC did a regular service). The then-open Beverly Hills RSC fixed it for free, but then within a year something else went wrong with my watch, and it did not keep good time (it stopped within 48 hours of winding). There was clearly something wrong, so I sent it to the Dallas RSC. They fixed it for free, and it has not had a problem since then (2 1/2+ years ago). On both occasions, however, Rolex declined to tell me what was wrong with the watch. I asked, but they declined to tell me. I still don't know what happened, e.g. a spring broke, etc.

16 January 2012, 04:09 PM	#1
onions "TRF" Member Join Date: Dec 2011 Location: Worldwide Posts: 381	Rolex exchange only policy...? Hi all, I recently had the bezel insert on my Sub replaced by Rolex Australia. When I asked to keep the old one they stated that they have a strict 'exchange only' policy and that they do not allow for parts (broken, damaged etc) to leave... Is this policy that others have encountered or just unique to Rolex Australia? Cheers, Ian

16 January 2012, 04:19 PM	#2
TSW "TRF" Member Join Date: Feb 2009 Real Name: TSW Location: Le Brassus Watch: Rolex & AP's Posts: 27,449	This is not only in Australia but in most countries in the world with the exception of some countries in the EU. __________________ AP Owners Club IG @swiss.watch.connection

16 January 2012, 05:59 PM	#4
bayerische "TRF" Member Join Date: Nov 2009 Real Name: Andreas Location: Margaritaville Watch: Smurf Posts: 19,879	I think they refuse to work on it incase you don't let them change the second hand to a genuine Rolex part. __________________ Yeah, well, you know, that's just, like, your opinion, man.

17 January 2012, 11:29 AM	#6
Alcan 2024 Pledge Member Join Date: Nov 2006 Real Name: Al Location: Way Up North Watch: your P's & Q's Posts: 10,473	Rolex Canada replaces parts on an exchange basis only. __________________ Member #1,315 I don't want to get technical, but according to chemistry alcohol IS a solution!

16 January 2012, 05:27 PM	#3
omegabenz "TRF" Member Join Date: Jan 2012 Location: 209 Watch: 116400GV, o2531.80 Posts: 240	I guess it limits fakes or subpar repairs by non trained techs? Somehow I talked Omega USA into sending me my old parts back. My local watchmaker I just met was shocked. My sapphire had a very small chip at 4 o'clock and a scratch on the bezel insert. Opted to replace both but I guess I didn't need to. I learned the inserts can be replaced separately. If you put no factory Rolex parts in your Rolex is it true they refuse to work on it? For example if I put a straight second hand on my milgauss then sent it in, would they just replace and send back or refuse to working it?

17 January 2012, 10:43 AM	#5
jekuo Member Join Date: Mar 2010 Real Name: James Location: SoCal Watch: 16710B-M Series Posts: 288	They usually require you to have the non-Rolex part replaced with a genuine one or else they won't work on it. They also won't put non-standard parts on a watch either, unless it was offered as an option on that specific model. At least not in the US.

17 January 2012, 12:27 PM	#7
Boopie "TRF" Member Join Date: Aug 2007 Location: Beverly Hills, CA Watch: Yachtmaster Posts: 3,776	The Rolex service center replaced the crown of my watch during the regular service, and never offered to give the old one back. I did not insist on keeping the old part, though. Interestingly, my watch mysteriously stopped, under warranty (a year after the RSC did a regular service). The then-open Beverly Hills RSC fixed it for free, but then within a year something else went wrong with my watch, and it did not keep good time (it stopped within 48 hours of winding). There was clearly something wrong, so I sent it to the Dallas RSC. They fixed it for free, and it has not had a problem since then (2 1/2+ years ago). On both occasions, however, Rolex declined to tell me what was wrong with the watch. I asked, but they declined to tell me. I still don't know what happened, e.g. a spring broke, etc.

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