Rolex submariner service query

[e600]

Put my sub into Rolex for service and repair as there was a graunching sound when it was winding through movement.

The Rolex agent inspected the watch, noting a couple of minute marks on the strap and case, explaining they would probable polish out.

Had a call today asking for authority for addition cost over the £550 service cost as the glass is fractured.

This was news to me, and nor was it picked up on the shops inspection. I agreed to the additional cost as they effectively have the watch hostage.

I asked for the original glass so I could see the damage, and Rolex stated their policy is not to return crowns or glass.

I am left with the feeling that this fracture could have been done between the shop and the workshops as I am struggling with the fact the glass was fractured in my ownership and not picked up by the shop on their receipt inspection.

Anyone had similar?

[GCH]

Not sending replaced bits is standard rolex policy, so you won't get the broken bit back to see. Ask for photos. Is this a modern sub with sapphire or an older with acrylic?
If not happy, cancel the service, ask for it back and see what has happened. Can always re-send it later.

Also, many reputable places will photograph watches immediately upon receipt before servicing/ sending onto a manufacturer to avoid issues like this...
Had exactly the same with something that I put in for service.
It came back fine from the manufacturer, with the exception of the keeper on the strap was now missing. A minor thing perhaps, but it was perfectly fine and usable when I left it with them.
Dealer pulled up their intake photos, confirmed it had been present before sending onto the manufacturer, who then sent out a brand new (expensive) strap FOC.

Edited by GCH on Friday 13th November 17:48

[CS Garth]

Apologies for crashing in but a related query. I have an older sub - bought new 2003 and worn every day since and just retired. The bracelet is knackered - the clasp keeps popping open.

2 questions re service:

1) if they replace it will I get the old bracelet back?
2) How much will a new bracket approximately cost?

Thanks

[Bedlamater]

CS Garth said:

Apologies for crashing in but a related query. I have an older sub - bought new 2003 and worn every day since and just retired. The bracelet is knackered - the clasp keeps popping open.

2 questions re service:

1) if they replace it will I get the old bracelet back?
2) How much will a new bracket approximately cost?

Thanks

They won’t send it back, so I wouldn’t send it to them.. Best place to find an authentic replacement at a much fairer price is eBay, and list yours for spares.

[AJB88]

Rolex are proper anal about stuff, my dads datejust went in and needed a new crystal because they couldn't "guarantee" waterproofness as it had a dink in it, the dink was on the outside not inside so wasn't against a seal. Crystal wasn't much iirc about £30 on the quote.

In the end I sent it to watchguy.co.uk after a few emails with them, the selling point was the fact I got about 150 photos of the watch in bits which was pretty cool, £260 later watch fully serviced and working again, still with original crystal and waterproof tested.

[LaurasOtherHalf]

CS Garth said:

Apologies for crashing in but a related query. I have an older sub - bought new 2003 and worn every day since and just retired. The bracelet is knackered - the clasp keeps popping open.

2 questions re service:

1) if they replace it will I get the old bracelet back?
2) How much will a new bracket approximately cost?

Thanks

You sure it doesn't just need bent back into shape?

[Louis Balfour]

e600 said:

Put my sub into Rolex for service and repair as there was a graunching sound when it was winding through movement.

The Rolex agent inspected the watch, noting a couple of minute marks on the strap and case, explaining they would probable polish out.

Had a call today asking for authority for addition cost over the £550 service cost as the glass is fractured.

This was news to me, and nor was it picked up on the shops inspection. I agreed to the additional cost as they effectively have the watch hostage.

I asked for the original glass so I could see the damage, and Rolex stated their policy is not to return crowns or glass.

I am left with the feeling that this fracture could have been done between the shop and the workshops as I am struggling with the fact the glass was fractured in my ownership and not picked up by the shop on their receipt inspection.

Anyone had similar?

Our local Goldsmiths photographs watches before sending them off. It may be worth asking the retailer who took it in.

You should not assume that Rolex is the paragon of watch repairs. I have seen some piss poor work come out of West Malling and would not be astonished if they had cracked your crystal.

[CS Garth]

LaurasOtherHalf said:

CS Garth said:

Apologies for crashing in but a related query. I have an older sub - bought new 2003 and worn every day since and just retired. The bracelet is knackered - the clasp keeps popping open.

2 questions re service:

1) if they replace it will I get the old bracelet back?
2) How much will a new bracket approximately cost?

Thanks

You sure it doesn't just need bent back into shape?

No TBH but beyond this the bracelet is quite stretched as well, it’s had a hard life.

It’s tricky because although it would be great to have it back to near ‘as new’ condition I value the authenticity most and with a new bracelet it wouldn’t feel the same.

Perhaps a sympathetic restoration by someone other than Rolex Is the way to go to the brief of restore whilst keeping things original

[bristolbaron]

If you want to tighten the clasp yourself to keep you going, it’s a very quick fix! Here’s a guide which should give you an idea:

https://www.everestbands.com/blogs/bezel-barrel/a-...

[CS Garth]

Many thanks! That is helpful, appreciated