Rolex Closes All Independent Spare Parts Accounts

JwRosenthal · Jun 11, 2019

I think what would be wonderful (Rolex if you are reading this please take this into consideration), is if they set up a heritage division, much like BMW did years ago with their Mobile Tradition, that deals exclusively in parts for their vintage pieces.
I get that they don’t want any jo-blow working on a Rolex, and perhaps reigning in the parts accounts was to keep the work on modern pieces in house to maintain quality control. But perhaps models that are out of production could be handled by this heritage division and parts made available through them to independent watchmakers, that are certified by them, to work on heritage pieces...as in those watchmakers who previously has parts accounts until this recent shakeup.

Archer · Jun 12, 2019

JwRosenthal
I get that they don’t want any jo-blow working on a Rolex, and perhaps reigning in the parts accounts was to keep the work on modern pieces in house to maintain quality control.

There are many reasons why a company may want to control who gets spare parts. I get both sides of the various arguments for and against open parts supply, and trust me I see my share of shitty work done by people who call themselves watchmakers and it makes me wonder why people who do such work should get parts. But I think it would be a mistake to assume this is being done solely for "quality control" reasons.

Take an example of a watchmaker that has been a certified Rolex shop for 20 years, has not violated any Rolex policies, has all the required equipment, and passes all the shop inspections. One day out of the blue they get the dreaded "green letter" telling them their account has been pulled, does that mean they suddenly don't know how to fix the watches properly anymore even though they have been doing so for years and they just passed a shop inspection?

This is what happens and it's pretty hard to argue that someone who has been doing the job well has suddenly become incompetent overnight. Of course Rolex doesn't ever give a reason for you account being closed, and that is part of the agreement with them - they can close it at any time for any reason, and don't have to tell you why.

But if someone believes that this is being done for the sake of service quality the thing you have to ask yourself is, what does cutting off parts actually do? If some watchmaker gets a Rolex in, and it has a slightly worn pivot on a wheel that they would normally replace, will they just call it good enough and use the part again? If the wheel is toast, will they buy a generic part that likely isn't up to the quality of genuine Rolex parts? I think both those scenarios are very possible, and do they "protect" the quality of Rolex servicing? The people who have been servicing them for years are unlikely to stop servicing them just because parts have been cut off, since they still need to make a living.

Cutting off parts to preserve quality can have the exact opposite effect...

Archer · Jun 12, 2019

Canuck
I just asked to a friend who is the staff watchmaker for a Rolex dealer where I live. He worked as a watchmaker for Rolex (Canada) for five years. I have a job I want him to do for me. Mrs. C’s 30 year old Lady Date-Just is her main go to watch, and I have maintained for these 30 years. But it is now to the point where it needs a crown and case tube. I asked him about this question of parts supply from Rolex. He indicates that Rolex hasn’t cut him off. But years ago, if he wanted half a dozen of a particular part, they’d ship. Now, when he orders parts, he has to quote model number and movement serial number of the watch he is repairing, and they will only ship him one of everything he needs to do the repair. I should have asked him if he is obliged to return the parts he replaces.

Unlike the US, In Canada the only way you can get a parts account for Rolex is to be affiliated with an AD - "ORJ" in Rolex speak.

I have a friend who works at an AD and he has said the same sort of things. With Omega, I just look up the part numbers that I need on the Extranet, and order any quantity I want from them. No serial numbers or model numbers required. With Rolex every small thing (even a screw) must be ordered using the watch model and serial number. In addition they can only order limited quantities, so if a watch needs a case tube, you can't order 2 to have a spare one - you can only order one.

They require that a log is kept of all the work done on the watch, and they have a special tablet that the watchmakers must use to take a photo of the watch. The watch is placed on a special matt that Rolex provides, and all this is sent to a database. During a shop inspection or at any time, Rolex can ask them to pull up any detail of a service and if they can't, this may lead to the parts account being stripped from them.

The same sort of thing applies to watch sales. They have a special tablet with a swipe unit on it, and one of the cards that comes with the watch is swiped, then a photo is taken of the watch with the sales receipt. All of this is uploaded to a database in Switzerland.

Rolex - the micromanagement company...

JwRosenthal · Jun 12, 2019

Archer
Unlike the US, In Canada the only way you can get a parts account for Rolex is to be affiliated with an AD - "ORJ" in Rolex speak.

I have a friend who works at an AD and he has said the same sort of things. With Omega, I just look up the part numbers that I need on the Extranet, and order any quantity I want from them. No serial numbers or model numbers required. With Rolex every small thing (even a screw) must be ordered using the watch model and serial number. In addition they can only order limited quantities, so if a watch needs a case tube, you can't order 2 to have a spare one - you can only order one.

They require that a log is kept of all the work done on the watch, and they have a special tablet that the watchmakers must use to take a photo of the watch. The watch is placed on a special matt that Rolex provides, and all this is sent to a database. During a shop inspection or at any time, Rolex can ask them to pull up any detail of a service and if they can't, this may lead to the parts account being stripped from them.

The same sort of thing applies to watch sales. They have a special tablet with a swipe unit on it, and one of the cards that comes with the watch is swiped, then a photo is taken of the watch with the sales receipt. All of this is uploaded to a database in Switzerland.

Rolex - the micromanagement company...

Yeah, I'm really starting to hate these guys on principle.

kkt · Jun 12, 2019

JwRosenthal
This isn’t new actually. About 15 years ago, a close friend of mine who was the original owner of a 1675 (purchased it in 1962), and had sent his watch back to Rolex 4 times during his ownership for service, had the watch sent back to him unserviced with a snide letter (on letterhead). It said his watch had served him well over his 40 years of ownership and he should purchase a new Rolex...this is not a joke, they actually said that, I read the letter.

Wow. He should keep that letter with the original purchase documents.

Dan S · Jul 17, 2019

Update on this. I talked to my watchmaker today and he was relieved that he just received his new spare parts account contract. He had definitely been concerned because he also knew people that lost their accounts this year with no warning or explanation.

So it seems that they are shutting down many accounts, but not all. At least this year.

AriTheWatchmaker · Jul 18, 2019

Thanks for the update, but is this a USA watchmaker claiming he was given a new account? There isnt anyone out there to confirm that. It only makes sense if they are working at a rolex dealer now in the USA. Everyone that spent $10-20-50-100,000 on their workshops (and dont sell parts to others) ALL lost their accounts this spring, so any news to the contrary needs some supporting evidence, please.
It will be a huge issue, mainly because there are so many vintage rolexes out there and also because so many have been modified and can't be sent to rolex for service.
The numbers were 350,000 per year in the USA alone for a good 30+ years, plus all the older watch imports by the millions...

Dan S · Jul 18, 2019

Yes he’s a US watchmaker, and you don’t have to believe me. I certainly don’t need to provide you with any ”supporting evidence”. My watchmaker has had a Rolex parts account for decades, and his father before him. And yes, he has spent an enormous amount on his workshop and tools, year after year. We discussed this issue of people having their accounts shut down, and he was concerned. He even placed a large order for some of the common parts he needs (case tubes etc). Yesterday he told me he was pleased to receive a new parts contract. I’m not going to ask him to send me a scan of his contract to satisfy the curiosity of some random jackass on the internet. I’m just happy he will be able to continue to get parts for at least another year, although he already has a phenomenal inventory of parts for vintage movements that he inherited from his father, who actually worked for Rolex as a watchmaker before moving and opening his own business, many years ago.

AriTheWatchmaker · Jul 18, 2019

Well, as of 2019 nobody could order more than 5 of any part, so there is something stinky in your statement besides the derogatory remark.
I am a known respected watchmaker in the USA and easily found by anyone out there that wants to.
But the story you tell is not in any way logical, so without some evidence of a reality test, it is basically a bullshit statement, or he is not being honest to you, or there is something missing in the whole thing.
I know dozens and dozens of colleagues that were closed, as well as several at rolex dealers, and they have been required to obtain stratified training for a few years now...
Sorry but it doesnt add up.
The watchmaker forums have yet to find anyone independent from an ORJ that still have an account, so lets end the rambling shitshow until some real verifiable info is out there for review.
Most shared their cancellation letters with us watchmakers, so I know a lot about the numbers out there...all blessed for 10-20-30+ years and all bought the tools they were asked, etc.

Dan S · Jul 18, 2019

As I said, you don’t have to believe me and I feel no need to convince you. Obviously I have no dog in this fight but you are apparently very sensitive about this topic.

As an aside, I find it very odd that you are repeatedly mentioning, in post after post in multiple threads, how well known and respected you are, and making claims about your skills and training. In my experience, this is unusual behavior for someone who is truly accomplished, although I guess there are a lot of strange people out there. In any case, I think your posts speak for themselves and I’m happy to let experienced members make their own decisions about credibility.

AriTheWatchmaker · Jul 18, 2019

I dont think there is any claim I have made so far About how well known and respected I am, but I am who I am, and anyone that works hard to get somewhere in this biz is proud of that. My bio is out there for the world to see, unlike most watch repair peopl, but at the end of the day it only matters how each watch was before and after.
Yes, you dont need to justify anything, but the start of the topic was about rolex closing accounts and you say someone's account was just reopened...as in closed and reopened.
So there are about 250+ former account holders that would want to know if its true or not. Lots of guys said they had accounts and got parts from friends, or just used aftermarket parts all the time.
I just stick to swatch products because I did my time with rolex at the start of my career (5+ years of boredom), and they never played fair with independent watchmakers.
All the best to everyone out there. Hope to hear soon that hundreds of shops got their accounts back and dont have to worry about closing down because of arbitrary corporate decisions made in switzerland.

Dan S · Jul 18, 2019

This seems like a minor point, but I did not mean to say that his account was closed and reopened, in fact I definitely didn’t say that. Not sure why you are putting words in my mouth. There was no lapse in his parts account that I know of, he has been ordering parts continuously, and just ordered some parts for one of my watches, in fact. Sorry if I used the wrong terminology about his account but he never received a cancellation notice.

CoDiffe · Jul 18, 2019

JwRosenthal
This company keeps getting better and better. Guess they won’t be getting a penny from me for sales, service and now parts. When companies behave like this, their hubris only drives the devotees to a hobby further away, but they reall don’t seem to care about our money anymore-they already got it.

I think you should really stick it to "the man" by selling me your 1675 😉

JwRosenthal · Jul 18, 2019

CoDiffe
I think you should really stick it to "the man" by selling me your 1675 😉

Ummm- I speak of Rolex in the present tense, mine was from a kinder gentler era. And mine is a 16750, I bought it becuase I loved my bosses 1675 (the one he bought in 1962). What haunts me is that he died in 2012, I was unemployed, and the executor offered me his 1675 for $800....and I would have had to decide between paying my mortgage and buying his watch...in hidsight, I could have found the $800. Sometimes we live with regret. The main regret was not missing a “score” on a 1675, but passing on the watch belonging to a man who meant so much to me. I’m sure it’s in the hands of a collector now who has no clue as to the legend of the man who wore it for 50 years

CoDiffe · Jul 19, 2019

JwRosenthal
Ummm- I speak of Rolex in the present tense, mine was from a kinder gentler era. And mine is a 16750, I bought it becuase I loved my bosses 1675 (the one he bought in 1962). What haunts me is that he died in 2012, I was unemployed, and the executor offered me his 1675 for $800....and I would have had to decide between paying my mortgage and buying his watch...in hidsight, I could have found the $800. Sometimes we live with regret. The main regret was not missing a “score” on a 1675, but passing on the watch belonging to a man who meant so much to me. I’m sure it’s in the hands of a collector now who has no clue as to the legend of the man who wore it for 50 years

Ahh I thought yours was a 1675. Either way, it was my lame attempt at a joke. Your boss sounds like he was a pretty awesome guy! Would have been a really cool thing to have such an influential person’s watch like that after they passed. I told my wife when I started collecting that I’m leaving a watch to pass down to each one of our children.

voere · Jul 19, 2019

OFF TOPIC but interesting

Rolex policy on not repairing older Rolex watches may wind up being a good thing for collectors. A few months ago. A friend of mine picked up a very nice condition ref 1680 at a bargain price. The neighborhood he lives in had a community garage sale. We were walking around checking out items that were for sale.

One older fellow had a couple old watches on a table. Noting really great just a run of the mill garage sale watch. My friend purchased both of the watches. My friend asked the guy do you have any other watches that you may want to sell. The guy said I may he went into his home came out with a ref 1680 submariner the watch was not running.

The guy mentioned he took the watch to a local AD. They told him the watch was too old to repair. They said if it could be repaired with non-Rolex parts. The cost would be around $750 to $1000 or more. The AD offered to buy the watch for parts. The guy passed on that deal went home and put the watch back in a drawer.

My friend purchased the watch from the guy's original purchase price plus $750 that was quoted from the Rolex watchmaker at the AD. The seller and purchaser were both vey happy. Some people have all the luck. My friend is the type of person that could fall into a pile of SH!T and come out smelling like a rose.

JwRosenthal · Jul 19, 2019

CoDiffe
Ahh I thought yours was a 1675. Either way, it was my lame attempt at a joke. Your boss sounds like he was a pretty awesome guy! Would have been a really cool thing to have such an influential person’s watch like that after they passed. I told my wife when I started collecting that I’m leaving a watch to pass down to each one of our children.

I got the joke- sorry, I was waxing nostalgic with one too many drinks last night- don’t drink and post!

Giving your sons a watch incredibly meaningful- and you should for sure! My dad wasn’t a watch guy, but he bought nice watches becuase he liked nice things. I have his 18k Baume & Mercier Chrono which he got as an estate piece from a high end jeweler back in the 70’s (watch is early 50’s). He wore it for a few years and moved on to more modern pieces. It’s pretty, but delicate and gold so it doesn’t get much wrist time, but I keep it serviced and I will never sell it.

Back to the topic- I’m not a watchmaker, nor know anything about the inside workings of the industry. I am a watch enthusiast and consumer who isn’t afraid to spend my money on products I believe in. I don’t just buy a product, I buy the company.
The fact that Rolex has basically shat on an entire industry makes me ill. I know it’s more nuanced than that, but for an industry that’s already dying (independent watchmakers), this is devastating and speaks to Rolex’s hubris. Comeupens is a bitch- I can only hope Rolex will feel the sting at some point- but it’s unlikely as long as there are so many aspirational buyers who put such a premium on a company that clearly doesn’t give two shits about them.

JwRosenthal · Jul 19, 2019

voere
OFF TOPIC but interesting

Rolex policy on not repairing older Rolex watches may wind up being a good thing for collectors. A few months ago. A friend of mine picked up a very nice condition ref 1680 at a bargain price. The neighborhood he lives in had a community garage sale. We were walking around checking out items that were for sale.

One older fellow had a couple old watches on a table. Noting really great just a run of the mill garage sale watch. My friend purchased both of the watches. My friend asked the guy do you have any other watches that you may want to sell. The guy said I may he went into his home came out with a ref 1680 submariner the watch was not running.

The guy mentioned he took the watch to a local AD. They told him the watch was too old to repair. They said if it could be repaired with non-Rolex parts. The cost would be around $750 to $1000 or more. The AD offered to buy the watch for parts. The guy passed on that deal went home and put the watch back in a drawer.

My friend purchased the watch from the guy's original purchase price plus $750 that was quoted from the Rolex watchmaker at the AD. The seller and purchaser were both vey happy. Some people have all the luck. My friend is the type of person that could fall into a pile of SH!T and come out smelling like a rose.

This is a prime example of always asking if there is more. I bought a record collection from a woman who was cleaning out her parents house. After we had settled on a price, I asked if there were any electronics..... she brought me into the attic where there was a stack of vintage Mcintosh. I told her I wanted to buy it and she told me to take it away as part of the record deal. I insisted that it had value and I wanted to pay her, but she said she didn’t really care and would rather me just have it.
Always ask the question.

Archer · Jul 19, 2019

voere
The guy mentioned he took the watch to a local AD. They told him the watch was too old to repair. They said if it could be repaired with non-Rolex parts. The cost would be around $750 to $1000 or more. The AD offered to buy the watch for parts. The guy passed on that deal went home and put the watch back in a drawer.

I suspect that AD was lying through their teeth, and trying to rip the guy off for a watch they knew had value. Lowest of the low pulling that sort of crap...

voere · Jul 19, 2019

Archer
I suspect that AD was lying through their teeth, and trying to rip the guy off for a watch they knew had value. Lowest of the low pulling that sort of crap...

I hear you the AD must have made a real low-ball offer. After my friend purchased the watch. I asked him do you feel guilty about the price you paid. His reply to me was as a buyer I’m not obligated to inform the seller as to the value of an item. Makes sense! The seller was an older gentleman that I imagine had no interest in the internet.

The internet is a good thing. However, finding bargains is long gone. All a seller has to do type in the information about the item and BINGO the selling prices will pop up. Anyway, the seller was happy and the buyer very happy.

I have been guilty of not informing a seller as the value of an item. One time at a flea market a seller had a watch worth maybe $2000 tops. However, the watch was not running. I asked the seller how much he said make me an offer. I hesitated and replied I do not want to insult you.. In my mind I was thinking should I offer the guy $300 or $400
He replied how about $5 bucks. I handed him $5 bucks he was happy and I was very happy. Every now and then one gets lucky.

Rolex Closes All Independent Spare Parts Accounts

JwRosenthal

Archer

Archer

JwRosenthal

kkt

Dan S

AriTheWatchmaker

Dan S

AriTheWatchmaker

Dan S

AriTheWatchmaker

Dan S

CoDiffe

JwRosenthal

CoDiffe

voere

JwRosenthal

JwRosenthal

Archer

voere

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