ROLEX Review

Faultless customer service! I popped in today and the receptionist and technician could not have been more helpful. My watch clasp was fixed straight away and I was on my way within minutes.

Rolex repair service is appalling in my experience.

To be fair, it wasn t their St James s showroom that I dealt with. Another Rolex dealer sent my watch into their U.K. repair shop after some water got into the mechanism when I carelessly failed to tighten the crown sufficiently before going for a swim.



Unfortunately, the sorry saga does not end there! On receiving the returned watch I discovered that they had damaged it significantly during their inspection: The luminous paint on the hour hand had partially fallen out, various date numbers were marked and several of the minute markers on the watch face had disappeared! I complained to the jeweller who had sent the watch off to Rolex, but they failed to get anywhere and wouldn t provide me with a direct contact to approach (there is no Rolex service contact detail available online either, so far as I can see).

Frustrated, bored and busy (me - not you - though if you ve read this far I commend you!) I stuffed the broken watch into a drawer and left it for dead (dumb, I admit!) until now (4 years later!) when I came across a local independent watch repairer - a real craftsman - who has managed to completely revitalise it, including repainting the luminescence on the hour hand. Unfortunately he couldn t do anything about the missing minute markers, but other than that, the watch is now fully back to life and keeping far better time than ever (let s face it, Rolex really aren t very accurate time pieces!). He also charged me a small fraction of the price that Rolex had quoted. A highly skilled craftsman vs a profit-driven service centre.

Perhaps I shouldn t be so naive, but it would be nice to think that when you pay the Rolex premium to buy the watch in the first place, all of their marketing blurb about buying a time-piece created by master craftsmen would flow through into the quality of their after-sales service.

One last note (I promise!). Rolex apparently refuse to sell replacement parts to independent watch repairers. It seems they d sooner coerce people to use their service than encourage us to do so based on the quality of their workmanship. I m also not sure about the legitimacy of such a monopolistic practice, but what can you do?

The End !!!!!

Very polite and professional. Serviced my vintage watch there, was a great transaction.. All went well.

World's slowest service expect a lot more 50 minutes to change a watch strap

every staff in there are very friendly and helpful. bring my tudor in for bezel replacement and the service was quick and alot more cheaper compare to bringing back to goldsmith. trust me when i mean they cost u alot cheaper i really mean alot cheaper.

mchu

Spoken to members of staff from the servicing department and the level of service received is just what you expect from a high end brand, informative, great customer service skills and welcoming regardless what the enquiry is about. Keep up the Great work Rolex.

I popped in to Rolex HQ in St James Square and they fitted my new rubber just in time for my holiday. The staff couldn't have been nicer. Positive experience from the nice ladies on reception to the technical guy.

Highly recommended took my day-date there and was happy with the results. Thank you

Ian in service was wonderful to deal with after dealing with an abusive / bigoted rolex appointed stockist, although it has totally spoiled my experience of the Rolex brand.

took my watch in last week to get it checked out, and the lady was very helpful. didn't have to wait too long, and the whole thing was sorted in under half an hour.

A lovely place to service your modern Rolex or Tudor

Went in to resize my bracelet which was complimentary. Excellent customer service and very professional, was in and out within 15 mins. Also threw in a travel pouch.

best experience today the guy called Neran made my day .. so polite and professional.

PLEASE READ CAREFULLY AND BEWARE OF ROLEX FORUM.COM WHO HAS MEMBERS FREQUENTLY AND FRAUDULENTLY REQUESTING SERIAL NUMBERS CLAIMING THAT THEY CAN CHECKOUT THE WATCH HISTORY THOUGH THEY CLAIM NO AFFILIATION WITH ROLEX USA ARM BUT HAS ASSOCIATES WITHIN EUROPEAN ARM!! THE WEBSITE AND THOSE INVOLVED ARE BEING INVESTIGATED!!!

IT IS UNLAWFUL UNLESS OTHERWISE AND WITH THE FULL CONSENT FROM THE INDIVIDUAL TO HAND OVER SENSITIVE INFORMATION AT THIER DISCRETION TO ANY FORUM OR PERSON WHO FAILS TO I.D. AS AN EMPLOYEE OF THE ORGANISATION. HOWEVER PLEASE DO NOT HAND OVER ANY PERSONAL PROFILE SERIEL NUMBERS AS THIS HOLDS YOUR ADDRESS AND WATCH DETAILS. ROLEX FORUM.COM AND AFFILIATES HAVE NO RIGHT AND IS NOW BEING INVESTIGATED FOR PHISHING(FRAUD) COULD LEAD TO A CRIMINAL CONVICTION FOR THOSE WHO ENDORSE SUCH BAD PRACTICES!

I called my local Authorised Rolex dealer today to order a watch which I have wanted for about 15 years and was told that they couldn't order it for me because I hadn't bought a Rolex from them previously.....I did ask how on this basis it was possible to order my first Rolex because if it's my first one, I clearly haven't ordered any before. I also pointed out that I have bought Tag Heuer from this store previously so I do have a record and past history, but they insisted that I had to order a Rolex before I could order a Rolex......but I wasn't allowed to order my first Rolex because I haven't ordered a Rolex before......Completely illogical.
The gent also informed me that this policy was in place because there is a problem with supply and demand and that Rolex only supply a limited number of new SubMariner. Because of this, prices of pre owned ones supercede new ones and people will order new ones to sell at a profit. The reason he couldn't supply me with my watch was also because of this. So basically we agreed that I would have to buy a Rolex from a non Authorised Dealer thus still keeping these artificially inflated prices, which is the one thing that the Authorised Dealers are trying to stop, because they won't supply me with a watch. Crazy. Just an idea, take the order and make a few extra watches. It might just work........
Next on my list is a Grand Seiko spring drive, which to be fair is in my opinion a better quality watch and it's more expensive, but it's not about the money, it's about owning what makes you smile.
Thanks for the experience.

Sent my Tudor Hydronaut in for a service, came back looking like new. They contacted me before doing any work, to say what was required and would I like to go ahead with it.

No star at all, the premises were closed for refurbishment which was not on the website. We had traveled from Leamington Spa for the day to get our daughters watch sorted as it keeps stopping .
Very bad not to keep your web site up to date for visitors from around the country. A wasted day.

We all know Rolex' watches are the best on the market, and everything you can find here is of highest quality. The guys who work at the shop are very knowledgeable, friendly, and don't mind if you only come in to browse. If you have any questions, do not hesitate to ask them - they'll always answer your questions and will try to help out.

Sent in a Tudor North Flag for a full servicing due to a power reserve indicator issue. The indicator still got stuck at the full power position once watch runs out of power after the service. Had to send in for a second time and the indicator has now stopped at the middle of the last section as power runs out whereas it used to be and supposed to be at the very end of the section. Contacted the London service centre again and got an we can t be bothered with that, just live with it reply.

Faultless customer service! I popped in today and the receptionist and technician could not have been more helpful. My watch clasp was fixed straight away and I was on my way within minutes.