Do Rolex AD's routinely offer in-house servicing?

KeithS · May 3, 2019

I recently called one of the local Rolex authorized dealers in my area to ask about getting my 114270 serviced (although it is running fine and the previous owner just had the gaskets replaced, I've gathered from several threads on this forum that used watches should generally be sent in for a service). Anyways, I was expecting the AD to say they would charge a small fee and send the watch to one of the two Rolex service centers in the US. I was surprised, however, when the woman on the phone said they are authorized by Rolex to perform services and repairs themselves--so no need to send the watch anywhere. I am a little confused by this as the Rolex website lists only two service centers in the U.S., and the authorized dealer I called is not one of them. The AD's website has the credentials of its two watchmakers listed as below (which seem rather impressive and make this claim more credible):

"[omitted], CMW21, an experienced Watchmaker, is a graduate of WOSTEP, (Watchmakers of Switzerland Training and education) in Neuchatel Switzerland as well as an AWCI Twenty-First Century Certified Master Watchmaker. [omitted] is Rolex trained 1989, 1994, 2004, 2008, 2010, 2011 and Cartier trained in 1994, 2008, 2010 and in addition has had the past factory training by Ebel, Baumer & Mercier, Tag Heuer, Movado, Concord and Omega."

AND

"[omitted], CW21, received his certificate from the Horology Department at Gem City College in Illinois and is an AWCI Twenty-First Century Certified Watchmaker. [omitted] is also Rolex trained in 2007, 2008, 2009, 2012, 2015, 2017 and Cartier trained in 2008 and 2010."

I was quoted a price of $800 and waiting period of 8 to 10 weeks for the service to be completed by the AD in-house. Does this seem legitimate, or should I find another way of getting my Explorer to one of the two official Rolex service centers?

And because I think all posts should be accompanied by a picture:

Screen Shot 2019-05-03 at 12.02.27 PM.png

Evitzee · May 3, 2019

There are certified Rolex repairers out there, Rolex can't have everything sent to their two Service Centers. The CV info of the two people certainly would indicate they are capable of doing an overhaul on your Rolex. If you don't want to use them you can send it to Rolex directly and have them do it, you don't have to go through your AD.

Foo2rama · May 3, 2019

There are 3 Rolex authorized shops within 5 minutes of my house.

KeithS · May 3, 2019

Evitzee
There are certified Rolex repairers out there, Rolex can't have everything sent to their two Service Centers. The CV info of the two people certainly would indicate they are capable of doing an overhaul on your Rolex. If you don't want to use them you can send it to Rolex directly and have them do it, you don't have to go through your AD.

Thanks. For some reason I was under the impression that watches had to go to one of the Service Centers in order to receive Rolex's 2-year service warranty.

ScubaPro · May 3, 2019

Call Rolex NA headquarters in NYC and they will tell you the only authorized service comes from the 3 RSCs (NYC, Dallas and Beverly Hills). None of the watchmakers with these "certifications" can do warranty work, and any work on the watch they do can only be given a warranty by the store in question (it's not a Rolex international warranty). This is the bottom line when it comes to officially sanctioned service. It doesn't mean the other watchmakers won't do a fine job; it's just not the same thing as sending it to Rolex. The AD obviously wants your money for the repairs instead of you giving it to Rolex.

jmazpiazu · May 3, 2019

I went recently through the process of having my wife´s Air King serviced. I chose Dallas RSC and the result was excellent. As you´ve been told, there´s no need to go through your local AD, unless you want to pay for an unnecessary premium. I contacted them directly and sent the watch over. In less than 4 weeks the watch was back home fully serviced and with a 2 year warranty. Total cost was $660.

KeithS · May 3, 2019

jmazpiazu
I went recently through he process of having my wife´s Air King serviced. I chose Dallas RSC and the result was excellent. As you´ve been told, there´s no need to go through your local AD, unless you want to pay for an unnecessary premium. I contacted them directly and sent the watch over. In less than 4 weeks the watch was back home fully serviced and with a 2 year warranty. Total cost was $660.

Thank you! That is very helpful.

Dan S · May 4, 2019

Not all Rolex ADs have Rolex-qualified watchmakers in-house, but some of them certainly do. And there are also Rolex-qualified independents. Rolex is cutting back on qualified watchmakers (to whom they will supply parts) outside of the RSCs, but there are still hundreds of them in the US (there used to be thousands). However, 8-10 weeks and $800 isn't particularly appealing to me for a basic service on a 114270. I guess it's to be expected from an AD, but the advantage over the RSC isn't obvious.

Archer · May 4, 2019

Yes, Rolex AD's will often have a service department with qualified watchmakers working on the watches. The standards that have to be met by the shop and the watchmakers is equal to that of the service center, so the quality level of the work should not be an issue. Rolex requirements for tracking the use of parts, documenting the watch those parts were used on, etc. are extraordinary. Often these watchmakers will be more sympathetic to your individual requests, for example not refinishing a watch, or preserving hands/dial on a vintage watch that the RSC would swap out (and steal, since they keep any parts removed). You can also take comfort in the fact that one watchmaker will be working on your watch the whole time in a small shop with a couple of guys. In contrast at the service center it will be a bunch of people, with the trained watchmaker typically only servicing the movement, and the other jobs like case refinishing, installation of hands and dial, and final casing will be done by people who have no formal training. They are hired in "off the street" and given training to do specific tasks.

Depending on your specific situation, not using RSC may be preferable to using it. For others, RSC may be the best choice. It really depends on the situation.

Cheers, Al

77deluxe · May 4, 2019

I have used both RSC and AD service departments with good results. I prefer RSC for work on modern watches, unless there is a parts availability problem with a vintage watch which RSC stocks.

KeithS · May 4, 2019

Archer
Yes, Rolex AD's will often have a service department with qualified watchmakers working on the watches. The standards that have to be met by the shop and the watchmakers is equal to that of the service center, so the quality level of the work should not be an issue. Rolex requirements for tracking the use of parts, documenting the watch those parts were used on, etc. are extraordinary. Often these watchmakers will be more sympathetic to your individual requests, for example not refinishing a watch, or preserving hands/dial on a vintage watch that the RSC would swap out (and steal, since they keep any parts removed). You can also take comfort in the fact that one watchmaker will be working on your watch the whole time in a small shop with a couple of guys. In contrast at the service center it will be a bunch of people, with the trained watchmaker typically only servicing the movement, and the other jobs like case refinishing, installation of hands and dial, and final casing will be done by people who have no formal training. They are hired in "off the street" and given training to do specific tasks.

Depending on your specific situation, not using RSC may be preferable to using it. For others, RSC may be the best choice. It really depends on the situation.

Cheers, Al

Ah, makes sense. Thank you!

KeithS · Jun 21, 2019

ScubaPro
Call Rolex NA headquarters in NYC and they will tell you the only authorized service comes from the 3 RSCs (NYC, Dallas and Beverly Hills). None of the watchmakers with these "certifications" can do warranty work, and any work on the watch they do can only be given a warranty by the store in question (it's not a Rolex international warranty). This is the bottom line when it comes to officially sanctioned service. It doesn't mean the other watchmakers won't do a fine job; it's just not the same thing as sending it to Rolex. The AD obviously wants your money for the repairs instead of you giving it to Rolex.

Quick update: apparently service departments at some authorized dealers are designed "plaque" service centers (I was told there are about 100 in US) and can carry out warranty work for Rolex. I just dropped my Explorer I off at a jewelers in Milwaukee that has this designation; when I get the watch back from them (they do the work in-house), it will come with the green service pouch, a Rolex 2-year international warranty card, and a standardized form that details what work was done. Their prices are the same as the ones I was quoted when I called the RSC in Dallas.

Larry S · Sep 17, 2025

My local AD offers authorized service. They are good listeners. Still won’t work on vintage though. Happy with the work they did for me. Still get a Rolex warranty card too.

YVR785 · Sep 17, 2025

Larry S
My local AD offers authorized service. They are good listeners. Still won’t work on vintage though. Happy with the work they did for me. Still get a Rolex warranty card too.

I’ve only gone through Rolex themselves, but I recently got a quote from an authorized AD RSC.

For the same price, I’m just not sure I see a reason why one would do a full service there versus sending it to the crown themselves.

Larry S · Sep 17, 2025

YVR785
I’ve only gone through Rolex themselves, but I recently got a quote from an authorized AD RSC.

For the same price, I’m just not sure I see a reason why one would do a full service there versus sending it to the crown themselves.

Because the AD will do the work locally and not ignore instructions. In my case full service, new crown and stem and crystal, light polish … nothing more. Got it back sooner and no risk of shipping loss or other BS.

YVR785 · Sep 25, 2025

Larry S
Because the AD will do the work locally and not ignore instructions. In my case full service, new crown and stem and crystal, light polish … nothing more. Got it back sooner and no risk of shipping loss or other BS.

It's usually just a couple weeks longer and shipping loss risk is minimal if you do it right.

Bottom line, I think it's important customers know that there is a distinction between a Rolex RSC and an AD RSC. Many might see the Rolex sign and think their watch is going to Rolex, when it's actually being serviced by a local independent shop with a parts account. I'm sure the service standard is very similar (and I hope it is, given it's the same price), but they're simply not the same thing.

vibe · Sep 26, 2025

My local AD’s shop gave me my used parts back (crown, mainspring and fourth wheel)!

YVR785 · Sep 26, 2025

vibe
My local AD’s shop gave me my used parts back (crown, mainspring and fourth wheel)!

Is your AD’s shop listed as an official RSC?

If so, you could only get parts back if you pay a 40% surcharge and have the AD get special approval from Rolex. Typically, original parts are seized (or stolen, from you the customer) then sent back to Rolex on an exchange-only basis.

Archer · Sep 26, 2025

YVR785
I'm sure the service standard is very similar (and I hope it is, given it's the same price), but they're simply not the same thing.

I think that is his exact point - they are not the same thing, and with the AD service you, the customer, will have more control over what happens. To a lot of people that is far more important that whatever cache having a service at the RSC will have...

At the AD service, you will have an actual trained watchmaker likely doing the entire service, and at the RSC that is definitely not the case.

Larry S · Sep 26, 2025

YVR785
It's usually just a couple weeks longer and shipping loss risk is minimal if you do it right.

Bottom line, I think it's important customers know that there is a distinction between a Rolex RSC and an AD RSC. Many might see the Rolex sign and think their watch is going to Rolex, when it's actually being serviced by a local independent shop with a parts account. I'm sure the service standard is very similar (and I hope it is, given it's the same price), but they're simply not the same thing.

What @Archer just said. The AD I used is a long established high end Jewler and AD, multiple locations in upscale neighborhoods, Authorized and regularly inspected by both Rolex and Patek with a dedicated service center and trained watchmakers (US and Wostep) . They didn’t pretend to be sending the watch to Rolex .. in fact the rep proudly showed me pictures of their service lab. They did a great job with my GMT and the work order was authorized twice, at drop off and upon inspection. In the current crazy tariff situation, the last thing I’d want is for my watch to be exposed to it.