Mid Cal Patrol

Revdex.com:There has been no response from Rolex yet and in the meantime I have decided to withdrawmy complaint as I have decided to buy a different watch elsewhere. I cannot depend on or wait for Rolex. 
Sincerely,
[redacted]

Dear [redacted],   As discussed, here are the facts concerning [redacted]’s request for warranty service on his Rolex timepiece:   1.       [redacted] contacted us on 12/*/2015, after his Rolex was refused delivery twice for being packaged incorrectly. It was...

returned the first time from our Beverly Hills facility because it was packaged with clear tape.  Our Beverly Hills facility does in fact have a mailroom. He then sent it to our [redacted] facility, packaged again with clear tape, where it was refused a second time.  Rolex does not accept packages with clear tape to mitigate against the risk of tampering. On this phone call, our customer service representative explained to [redacted] how to package his timepiece, using brown paper packing tape.   2.       [redacted]’s watch was received in our NY facility on 12/*/2015. [redacted] had enclosed a business card from a jeweler, who is not authorized by Rolex, and a hand written note stating that the watch was gaining seven minutes and that the dial was broken. No warranty was provided by [redacted].    The dial was in fact broken and there were marks on the dial and hands, indicating that some kind of third party intervention had already taken place, which would void any warranty he may have had.   After receiving an estimate for service charges including labor and parts, he called on 12/**/2015, explaining that he thought it would be repaired under warranty. He said he was under the impression that it should have been covered under warranty. In the interest of possibly of offering some kind of accommodation on the cost of service, we requested that [redacted] provide us with a valid Rolex Sales Warranty. We explained that only watches purchased from Official Rolex Jewelers come with warranty cards, which entitle the owner to full warranty coverage. He said he would have to check with his wife, as she had purchased it as a gift.   3.       On 2/*/2016 our Customer Service Representative reached out to [redacted] to inquire if he wanted to proceed with the service.  [redacted] commented that he had already received the watch back, but in fact what he had received was the presentation box only, which had been returned to him as per our standard procedures. [redacted] inquired about the estimated charges for service, and when the Customer Service Representative told him what they were, [redacted] requested that we just return the watch to him unrepaired. He was also told that we would waive the shipping charges when we returned the watch to him.  Unfortunately, the Customer Service Representative did not properly document that conversation or follow through on the promise to waive shipping charges.  This was clearly a mistake on our part.   4.       [redacted] then received a bill for the shipping charges and when he called to inquire about them he was unable to be connected to the appropriate representative due to system malfunctions.   5.       We still have the watch and, since receiving his complaint via your offices, have made multiple attempts to contact [redacted]. We have emailed him and called him multiple times, but have not yet been successful in communicating with him.   We empathize with [redacted]’s frustrations about shipping it to us multiple times without success and are interested in reimbursing him for some of his shipping charges, up to $160 if he can provide us with a receipt for that amount.  If he doesn’t have a receipt, we feel that a reimbursement of $100.00 is more than sufficient to cover normal shipping charges in these circumstances. We will also cover the cost of returning the watch to him.   To sum up, we cannot service his watch under warranty due to the third party intervention that has taken place and cannot offer an accommodation on the price of service without a legitimate Rolex Sales Warranty. We will be happy for the opportunity to service [redacted]’s watch, but without a proper warranty, normal charges will apply. We are still trying to reach [redacted]. Upon attempting to reach [redacted] three times yesterday and finding the mailbox on his phone full and not accepting messages (we emailed as well on Monday, March [redacted] but received no response), we are sending his watch back to him, as received. We are not charging him for the return shipping.    Sincerely,   Joy B[redacted] Executive Assistant Service Operations   Rolex Watch USA, Inc. ###-###-#### [redacted]