Rolex won't service my wife's Lady Datejust
Dropped my wife's lady Datejust to an AD to send to Rolex for service. Got a call from them with an unexpected problem. They quoted standard service £550 & new crystal £110. However they said Rolex informed them that the dial is not correct for her watch & they will have to replace it with the correct dial otherwise they will not service it.
I explained to them that we bought it new from an AD back in 1999 and it was chosen from one of their display pieces. We have the box & papers and even the original purchase receipt. It has never been serviced in 22 years of ownership & rarely left her wrist.
Rolex are adamant that it's not the correct dial and refuse to service the watch unless they replace the dial with one that they say is the correct one. Needless to say my wife is not having it as it has sentimental value in that I bought it for her on our first anniversary.
What realistically can we do?
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Rolex won't service my wife's Lady Datejust
Thread title is misleading. Rolex will service the watch but on their terms.
I’m assuming Rolex are having this stance as it’s what they see as an invalid combination. Pretty rubbish of them if that is the case. OP is doing the right thing by asking for watch back and going to an independent.
Though I don’t all this stuff about being sentimental about inanimate objects I’ certainly wouldn’t be happy to have to pay to get a perfectly good dial swapped out.