A product designed for living should also be one designed to endure time. Just ask the folks at Rolex, the luxury watchmaker whose trademark case is so robust, it was named after the resilient oyster. (It’s also behind the world’s first self-winding movement, aptly christened Perpetual.)
Founder Hans Wilsdorf was quick to establish a network of workshops around the globe – what the brand refers to as Rolex World Service – so that customers can keep their timepieces ticking in top condition.
Here, a glimpse into what happens when one sends in a watch.
The after-sales service starts before one purchases a Rolex – it’s factored in during product development to make maintenance easy. Watchmakers at the Rolex World Service workshops (all operated directly by the brand) remove the bracelet from the case and inspection of the various parts begins.
Each step of servicing calls for specific tools that have been tested or developed by Rolex. Detaching the movement from the case, for example, is a delicate process. Each part of it, as well as the bracelet, is worked on separately.
All of the brand’s watchmakers are trained in-house for 18 months before being allowed to fully service the movement, which includes placing its components in an ultrasonic bath to clean out impurities.
The movement is reassembled piece by piece in a set order, reflecting Rolex’s commitment to workmanship. In the case of older and rarer models, the brand has a Restoraton Atelier service that can recreate any unavailable parts.
Each watch is put through various tests after reassembly: to assess its performance in different positions, to test its precision and, of course, to affirm that the Oyster case is water- and pressure-resistant.
Before being returned, each watch is thoroughly repolished or satin-finished by hand to restore its original lustre. It’s also awarded a two-year international service guarantee, while the availability of its parts and labour is assured for 35 years after a model’s been withdrawn from the catalogue.
A version of this article first appeared in the May 21 Lust For Life edition of FEMALE