Until last week I always thought that Rolex was so super-reliable and refined down to the last detail? A mistake?
The image: Rolex may not be the „highest horlogerie“, but is able to produce extremely reliable products of the highest quality and in high quantities in every phase of the production cycle. They are constantly working on improvements and registering new patents.
That is what I always read and still want to believe. However, this belief has taken a slight dent. I am unsettled.
My wonderful brand new (!) Rolex GMT II Rootbeer in RG (bought about four months ago and only worn a couple of times since then - with caution, as always; the rest of the time it spent well protected in a safe) has a problem.
Last Tuesday I picked it up to wear it again. I was really looking forward to it. While setting the date (as is well known, this is done using the hour hand) I noticed that the hour hand was not clicking into place correctly. In the end the problem was obvious. On the full hour (minute hand at twelve) the hour hand was always between 2 hours.
(Please excuse the poor photo quality. This is a screenshot from a video that I made of the AD).
On the same day I took the watch to my highly valued AD. It was immediately taken into the care of the master watchmaker and will probably be ready for collection tomorrow or the day after tomorrow after being repaired. I will then go into detail about what the problem was.
One thing is already clear, however: unless something happened at the dealer (and I rule that out with high probability, as they are extremely reliable and I have bought much more delicate and more expensive „calibers“ of watches from them with no issues and problems at all; the watch was also completely in its original packaging and I was apparently the first customer to hold it in my hands), then Rolex has a quality assurance problem.
In any case, I will keep you informed.
All the best
Thomas
That is what I always read and still want to believe. However, this belief has taken a slight dent. I am unsettled.
My wonderful brand new (!) Rolex GMT II Rootbeer in RG (bought about four months ago and only worn a couple of times since then - with caution, as always; the rest of the time it spent well protected in a safe) has a problem.
Last Tuesday I picked it up to wear it again. I was really looking forward to it. While setting the date (as is well known, this is done using the hour hand) I noticed that the hour hand was not clicking into place correctly. In the end the problem was obvious. On the full hour (minute hand at twelve) the hour hand was always between 2 hours.
(Please excuse the poor photo quality. This is a screenshot from a video that I made of the AD).
On the same day I took the watch to my highly valued AD. It was immediately taken into the care of the master watchmaker and will probably be ready for collection tomorrow or the day after tomorrow after being repaired. I will then go into detail about what the problem was.
One thing is already clear, however: unless something happened at the dealer (and I rule that out with high probability, as they are extremely reliable and I have bought much more delicate and more expensive „calibers“ of watches from them with no issues and problems at all; the watch was also completely in its original packaging and I was apparently the first customer to hold it in my hands), then Rolex has a quality assurance problem.
In any case, I will keep you informed.
All the best
Thomas
Sorry to hear
Glad it is getting rectified! I'd caution on AD repairs as I had watched a video on a ALS that was opened by AD, not repaired, then sent to ALS and they had declined warrant work on it as it was opened. Everything has potential for manufacturing issue, hopefully back on the wrist soon
Thanks a lot.
The AD is Bucherer and belongs to Rolex in the meantime.
So I think I’m safe. 🙏
So I think I’m safe. 🙏
Even the tightest quality controls can let a few problems slip by, it's impossible to be absolutely perfect
I wouldn't be too concerned. The important thing is that Rolex took care of it immediately.
Sad, indeed, but the most important thing is how they will take care of that. Keep us posted!
Nothing is infallible... in many ways, that is what makes mechanical watches so 'charming' ;-)
Best of luck - Rolex will get it sorted out and you will eventually see this issue in the past
Thanks a lot.
But especially Rolex, where they insist so much on their quality standards… 🫢
The good news is Rolex really stands
behind their product during the warranty period. Luckily you didn’t have to send it in to one of their service centers because that may have taken 6 weeks. PS. That’s a great model!
Thanks a lot.
If the watch had been sent in and I had to wait forever, I would probably have been really annoyed. That just shouldn't happen with a brand new watch. "To err is human" or "mistakes happen everywhere" regardless.
Thanks a lot, dear enjoythemusic.
But I still hold the idealistic opinion that something like this simply should not happen with a brand new watch from the self-proclaimed “No. 1”.
You simply ask the impossible... do love your idealism. (★‿★)
(Friendly humor) Of course if it was all up to me....
An important song
about political leaders and participating in capitalism. And about us individuals who want more and more….
„So all we can do is endeavour to […] enjoy the freedom and pleasure one has, making the most of living in a prosperous“ world. My personal conclusion based on Dr Oliver Tearle (Loughborough University), who wrote an interesting interpretation of this song text.
And thanks for „do love your idealism“. 🙏😁
„So all we can do is endeavour to […] enjoy the freedom and pleasure one has, making the most of living in a prosperous“ world. My personal conclusion based on Dr Oliver Tearle (Loughborough University), who wrote an interesting interpretation of this song text.
And thanks for „do love your idealism“. 🙏😁
With a production of more than 1.2 million units, some percentage of error must be present.
On such occasions, you have a guarantee. Don’t worry, they will repair that quickly! 👍
Mechanical Watches Are Tempermental Bastards
I’ve had warranty claims with Rolex, JLC, Panerai(2) and Hublot. It happens. Keep us updated.
Back on my wrist 🙏
So, yesterday I was able to pick up my Rolex again.
I really have to say that the whole team at Bucherer Vienna was just great. The watch is perfect again.
I saw and photographed the parts that needed to be repaired / changed. But I was asked not to publish them.
As far as I understand (I'm not a watchmaker):
There were essentially problems with the change wheel for the hour hand. It wasn't broken, but it seemed that it was no longer in the optimal position, along with the tube that the hour hand sits on. Apparently that hardly ever happens. It was also a mystery to anyone how this could happen.
Anyway, I don't think you can react to a situation like this any faster, better or in a more customer-friendly way than they did here. I'm very happy with the result.
All the best
Thomas
I really have to say that the whole team at Bucherer Vienna was just great. The watch is perfect again.
I saw and photographed the parts that needed to be repaired / changed. But I was asked not to publish them.
As far as I understand (I'm not a watchmaker):
There were essentially problems with the change wheel for the hour hand. It wasn't broken, but it seemed that it was no longer in the optimal position, along with the tube that the hour hand sits on. Apparently that hardly ever happens. It was also a mystery to anyone how this could happen.
Anyway, I don't think you can react to a situation like this any faster, better or in a more customer-friendly way than they did here. I'm very happy with the result.
All the best
Thomas
