RSC don't cover my GMT even it is under warranty

[amnaj_anu]

Hi All,

I am having an issue with RSC re having my GMT BLNR bezel aligned.
The watch was purchased in Jul 2015 so it is still under 5 year warranty.

After sending the watch to RSC, they have come back and claimed that the watch was polished by someone not Rolex (I purchased the watch from DavidSW). They also claimed that the bezel was taken out previously and this is why it was not aligned. From this reason it will be not be covered by warranty.

I found it is hard to believe that this will be the case. They now quoted me that the watch will need to have full service which will cost me AUD 1,100!!!

Just wonder whether anyone has had the same experience with RSC before. Should I just opt out and do nothing (the watch is only 3 years old) or go ahead and do it or should I try this through another AD?

Thanks.

[importstunna]

That makes no sense to me. I have had RSC service my pieces which I bought pre-owned without issues. They have even told me it was polished before, but that wasn't a problem as long as the watch was 100% authentic. I would call and clarify further. Sorry to hear, and good luck.

[SearChart]

Bought by DavisSW or not, you still have valid warranty which they should respect.

The important question is though, was it polished by a third party?

[amnaj_anu]

Originally Posted by SearChart

Bought by DavisSW or not, you still have valid warranty which they should respect.

The important question is though, was it polished by a third party?

I really don't know whether it was polished before I purchased the watch. I did not do anything since I own it. It does not make sense to me either way.
I decided not to do anything. This is really annoying me. it is easy for Rolex to just avoid their costs this way.

[JacksonStone]

Originally Posted by SearChart

The important question is though, was it polished by a third party?

It's not just the polishing, but removal and replacement of the bezel. If that was done by a third party, not only would that per se invalidate the warranty, but it's also the very work that caused the issue OP is seeking to redress under warranty - all the more reason why they wouldn't cover it. Would RSC have a record of authorized work done on the watch? If they're claiming the polishing and bezel removal are grounds for invalidation of the warranty, doesn't that imply they know Rolex didn't do that work?

[JacksonStone]

Originally Posted by amnaj_anu

It does not make sense to me either way.

It does make sense if a third party did the work, since third-party intervention voids the warranty. I've attached a copy of the U.S. warranty, but I believe the international warranty has similar language on the matter. See what your booklet says.

At any rate, I don't blame you for not opting for the service, if the watch is running fine otherwise. Sorry you're on the hook for the bezel, but at this point it would make sense to wait until you actually need a service, and have the bezel fixed then, either by RSC, or an independent.

[amnaj_anu]

Originally Posted by JacksonStone

It's not just the polishing, but removal and replacement of the bezel. If that was done by a third party, not only would that per se invalidate the warranty, but it's also the very work that caused the issue OP is seeking to redress under warranty - all the more reason why they wouldn't cover it. Would RSC have a record of authorized work done on the watch? If they're claiming the polishing and bezel removal are grounds for invalidation of the warranty, doesn't that imply they know Rolex didn't do that work?

I honestly have no idea whether the bezel was removed or not. I personally don't believe as the watch was about 1.5 year old when I purchased the watch.
I feel it is easy for RSC to claim this as they know I am not the first owner of the watch (the warranty card has first owner name on it).

[Dsmith1974]

Was it originally a BLNR? It sounds like someone may have inserted the BLNR after market. Can’t think of any other reason why you’d replace the insert on a new watch - unless it was damaged/chipped.

Post a pic on here. Many folks have expert eyes that can spot third party polishing etc.


Sent from my iPhone using Tapatalk

[amnaj_anu]

Originally Posted by Dsmith1974

Was it originally a BLNR? It sounds like someone may have inserted the BLNR after market. Can’t think of any other reason why you’d replace the insert on a new watch - unless it was damaged/chipped.

Post a pic on here. Many folks have expert eyes that can spot third party polishing etc.


Sent from my iPhone using Tapatalk

RSC claimed that the bezel was removed when polishing. It was not replaced and it is still original bezel. Sorry I don't have watch with me as it is now with RSC. I should have it returned soon.

[JacksonStone]

Originally Posted by amnaj_anu

I honestly have no idea whether the bezel was removed or not. I personally don't believe as the watch was about 1.5 year old when I purchased the watch.
I feel it is easy for RSC to claim this as they know I am not the first owner of the watch (the warranty card has first owner name on it).

You might contact DavidSW and ask if they have any information on your watch regarding any work they may have done to prep it for sale; or if they don't still have records on your watch specifically, they might be able to tell you about their general practices with pre-owned, worn watches they sell. Unfortunately, since it was 1.5 years old by the time you got it, they likely would have no idea what the prior owner did to it. But it seems plausible DavidSW may have given it a touch-up prior to listing, which likely would also explain the bezel removal.

You could also ask for a more thorough explanation from RSC. However, they can probably tell it was polished based on how the case edges look, especially if it wasn't done well. I can understand your frustration, but honestly, given the facts of the situation, the possibility definitely exists they're being straight with you and denying coverage in good faith.

[TJMike]

You bought a second-hand watch. It is entirely possible that unauthorized work was done on it. Maybe your issue should be with DavidSW and not RSC? DavidSW has a great reputation (and deservedly so), but no company is perfect and a mistake may have been made. I suggest you get in contact with him.

[TJMike]

Originally Posted by JacksonStone

You might contact DavidSW and ask if they have any information on your watch regarding any work they may have done to prep it for sale; or if they don't still have records on your watch specifically, they might be able to tell you about their general practices with pre-owned, worn watches they sell. Unfortunately, since it was 1.5 years old by the time you got it, they likely would have no idea what the prior owner did to it. But it seems plausible DavidSW may have given it a touch-up prior to listing, which likely would also explain the bezel removal.

You could also ask for a more thorough explanation from RSC. However, they can probably tell it was polished based on how the case edges look, especially if it wasn't done well. I can understand your frustration, but honestly, given the facts of the situation, the possibility definitely exists they're being straight with you and denying coverage in good faith.

Beat me to it!

[peterpl]

Which RSC? Sydney or Melb?

[ratty]

How far ‘out’ is the bezel?

[amnaj_anu]

Originally Posted by ratty

How far ‘out’ is the bezel?

It is about 0.5 of second mark.

[amnaj_anu]

Originally Posted by peterpl

Which RSC? Sydney or Melb?

I did not check. It was sent from Langford Jewery in Brisbane.

[DoDe]

Originally Posted by amnaj_anu

I found it is hard to believe that this will be the case

Why do you find it hard to belive?

[ratty]

Originally Posted by amnaj_anu

It is about 0.5 of second mark.

Is that really an issue until the watch has to be serviced?

[JacksonStone]

Originally Posted by amnaj_anu

I did not check. It was sent from Langford Jewery in Brisbane.

Another option is to ask Langford where they sent it, then send it yourself to the other RSC and see if they say the same thing. Sometimes different RSCs do things differently; that's certainly the case in the US. The risk is that you spend the money on shipping/insurance, only to be turned down a second time.

[amnaj_anu]

Originally Posted by ratty

Is that really an issue until the watch has to be serviced?

No. it worked perfectly. It is just annoying me and I thought it is still under warranty so why not fix it.

[Verdi]

Most of the watches brought from dealers are polished.
Ppl don’t buy scratched watches, generally speaking.

All David’s watches are pristine, so my understanding is that unless stated “unworn”, “with stickers”, a polish has been done.

[peterpl]

Originally Posted by Verdi

Most of the watches brought from dealers are polished.
Ppl don’t buy scratched watches, generally speaking.

All David’s watches are pristine, so my understanding is that unless stated “unworn”, “with stickers”, a polish has been done.

100% correct.

Pretty much every single watch from a TS will be polished unless explicity stated as BNIB or never polished. Otherwise if its advertised as used but looks pristine its 100% polished.

[amnaj_anu]

Originally Posted by Verdi

Most of the watches brought from dealers are polished.
Ppl don’t buy scratched watches, generally speaking.

All David’s watches are pristine, so my understanding is that unless stated “unworn”, “with stickers”, a polish has been done.

Would the bezel need to be taken out when polished? If yes, then all watches bought from grey market would have warranty voided?

[ratty]

Originally Posted by amnaj_anu

No. it worked perfectly. It is just annoying me and I thought it is still under warranty so why not fix it.

Fair enough.

I would suggest you contact who you bought it from them. If someone else has worked on the watch I don’t see how or why it would be covered by the manufacturer’s warranty.

[marcellomatt5]

If the watch was serviced by third parties, I think that CSR can't do much more than what they presented to you. But that's not as bad as it may seem, sometimes it's something silly that an independent watchmaker can solve without major side effects. Now, if DavidSW sold it with the promise that the watch would still have a guarantee, that's another story...

If you can, post some good photos to see how serious it is and if have any evidence of previous polishing.

[JacksonStone]

Originally Posted by amnaj_anu

Would the bezel need to be taken out when polished? If yes, then all watches bought from grey market would have warranty voided?

That would be the safest way to polish. So basically, the answer is yes, at least regarding pre-worn, non-BNIB pieces that need sufficient polishing, thus necessitating bezel removal. Then the question is if (1) a service center could tell, and (2) if they would opt to enforce the exclusion. Just because it's a rule doesn't mean they have to abide by it.

To anyone who knows, does DavidSW represent any watches they sell as having intact factory warranties? I've never seen that claim on their website.

[RJRJRJ]

Originally Posted by peterpl

100% correct.

Pretty much every single watch from a TS will be polished unless explicity stated as BNIB or never polished. Otherwise if its advertised as used but looks pristine its 100% polished.

Yep.

[Devildog]

Originally Posted by amnaj_anu

Would the bezel need to be taken out when polished? If yes, then all watches bought from grey market would have warranty voided?

It would depend on how marked up the case was. A full refinish would require bezel removal.

If it’s only about half a second out, is there not sufficient play in the mechanism to allow it to be aligned? I’m less familiar with the gmt bezel but the divers all have a small amount of play.

I suspect RSC is refusing to fix the bezel because someone unauthorised has removed it. In all probability it was probably misaligned from new (it happens)

The refinish of the case is not the reason you are being declined, but unfortunately it’s probably created the problem you now face as it necessitated bezel removal

[Jackumi]

Originally Posted by amnaj_anu

Would the bezel need to be taken out when polished? If yes, then all watches bought from grey market would have warranty voided?

I would think that any problems with the bezel will definitely not be covered under warranty if it has been tampered with. But I consider that RSC is still obligated to fix any other problems with the watch as long as it has not been opened up.

[mr_gray]

this is a shame for you. i have bought watches from DSW and then taken them to the RSC in Sydney. I must admit to feeling like they looked down their nose a bit at the warranty cards (presumably feeling it was from a grey which it was) but the work was done regardless. I guess mine were stickers on though.

I think this is a bs excuse. Get the jewellery store out of the equation and deal with RSC yourself. Also it 100% does not need a $1100 service (based on the fact it is a 5 year old rolex that is working fine).

it is worth addressing. these little things can be annoying.