ROLEXROLEXROLEXROLEXROLEXROLEXROLEXROLEXROLEXROLEXROLEXROLEX
18 March 2017, 12:50 PM | #61 | |
Banned
Join Date: Dec 2009
Real Name: Mike
Location: Tampa, Florida
Watch: Pepsi GMT
Posts: 2,926
|
Quote:
|
|
18 March 2017, 12:50 PM | #62 |
"TRF" Member
Join Date: Jan 2013
Location: USA
Watch: me hit Huge Lotto
Posts: 6,502
|
Has this been done yet?
__________________
“Every man Dies... Not Every Man, Really Lives.” – William Wallace - To really lives means to live your life to the fullest. It means to chase your dreams, take risks, and to love life. Since everyone’s fate is the same, why not live the best life that you possibly can? In order to really live,you must seize the day. Live each day as if it's your last and overall just do it! Today is a gift, that’s why it’s called the present... |
18 March 2017, 12:51 PM | #63 | |
"TRF" Member
Join Date: Jan 2012
Real Name: Chris
Location: Austin
Watch: 6 digit Rolex+APRO
Posts: 1,531
|
Quote:
Rolex does not. All of the comments have been about the AD's duty. And there are tons of threads about which AD's are good and which suck. But we take it as a given that Rolex is of no help unless you need a service or warranty work. For what the watches cost, they could spread some goodwill by having a customer service department. Even if it is there to answer stupid questions. I'm not saying the OP's question is stupid. But you shouldn't have to join a forum to learn how a product works. |
|
27 March 2017, 11:44 PM | #64 | |
"TRF" Member
Join Date: Mar 2017
Location: Winchester
Watch: 116660
Posts: 128
|
Quote:
I 'kinda get it'; Rolex has this big thing that they make watches, just watches, now and always - and they make 'perfect' watches in 'the Rolex way' - it's almost an, admittedly earned, arrogant attitude - why do they need 'customer service' when their pieces are impeccable? Superlative? The odd mishap should be accommodated by their network of ADs - who should be held in their same high-regard and high standard as the Rolex brand itself. It's partly how they earn the 'authorised' label. So, this all being said, I contacted Selfridges/watch gallery for my minor problem, and they sent me the operation manual I was missing, and threw in some Rolex gloves - so all in all, very kind aftercare. So that's that. However, on Saturday, I went in to Parkhouse in Southampton to get a link removed, and the service in there was incredible... they were busy as anything but made sure I was seated, offered a drink *twice*, was told how long I could expect to wait, was given something to read - they then took my watch, removed the link - gave it a very light clean and handed me back my watch and the link in a lovely pouch and I was on my way without a penny paid. I certainly know where I will take my business in future if I want to feel like a cherished customer. Just a shame they don't and didn't have a single SS Sports Rolex in stock when I was ready to buy my DSSD. As for Rolex customer service - I'm at a bit of a loss how I feel; part of me still thinks that, in the 21st century modern western world, (certainly I) have grown accustomed to having on-tap customer service (my points about Omega, Sonos etc..). Rolex seem to be happy to entertain social media to hawk their wares, but not to engage with their customer base. I can't think of a single other company who behaves like that? Some commented that it's like buying a car - if I have a problem with my car; I go to a garage (many of whom are similar to an AD in that they are third-party but sport a BMW badge and are 'authorised' dealerships) - however, even with my BMW I can contact BMW themselves and ask them stupid questions if I like. So, to end this missive - I might sound like a disgruntled Rolex (Selfridges!) customer, but I'm not really - I love my DSSD, it's long been my grail watch and it's as perfect as I had hoped. I blended two things unfairly, the average sales service I received in Selfridges, which was somewhat recovered in the end - and then the fact that Rolex can't be contacted to help you after you've bought your watch, even for something as trivial as getting a copy of an operation manual. I've now found a nice AD that will get my custom in future.. I just can't help but feel Rolex are missing a trick in their customer service arena, and that's how I'll leave it. |
|
28 March 2017, 12:01 AM | #65 |
"TRF" Member
Join Date: Mar 2016
Location: East Sussex U
Posts: 1,351
|
Glad you are now happy....the key, as you realise, is to find a good AD and stick with them. Treat the AD well, they tend to respond well. As for Rolex, they are apparently the world's most trusted brand. So they are doing something right, and have been for many decades.
I find the smaller, family run businesses are best.Not so keen on the big chains. A good AD will have close links with key Rolex guys, you might be surprised what they can do to help. |
28 March 2017, 12:13 AM | #66 |
2024 Pledge Member
Join Date: Feb 2010
Real Name: Neil
Location: UK
Watch: ing ships roll in
Posts: 59,214
|
I certainly know where I will take my business in future if I want to feel like a cherished customer. Just a shame they don't and didn't have a single SS Sports Rolex in stock when I was ready to buy my DSSD.
Glad you found a good AD... and then this happens. Curse you Brexit! Rolex have such a monopoly over the mid-luxury watch market, I remember 9 of 10 of the top selling watches above £5K are Rolexes, so the way they do things will change only very slowly. |
28 March 2017, 12:22 AM | #67 |
"TRF" Member
Join Date: Apr 2011
Location: Hong Kong
Watch: Gold Sub 116618LN
Posts: 2,820
|
They're also most excellent here in Hong Kong.
__________________
Things are more like they are now than they ever were before. |
28 March 2017, 12:26 AM | #68 |
Banned
Join Date: Jul 2010
Real Name: Sam
Location: UK
Watch: AP ☠️
Posts: 6,151
|
Ryan,
They are a good bunch in Parkhouse I've dealt with Stewart on a couple of occasions and the service has been great even if window shopping. |
28 March 2017, 02:30 AM | #69 |
"TRF" Member
Join Date: Jun 2016
Location: USA
Watch: GMT II BLRO
Posts: 616
|
My humble advice: pick up the phone and call the salesperson who sold you the watch. If you still have an issue, then let us know.
|
26 May 2018, 09:31 AM | #70 |
"TRF" Member
Join Date: Apr 2018
Real Name: Mark
Location: North Carolina
Watch: Rolex Explorer
Posts: 74
|
Very interesting post. Your concerns are duly noted. I also wonder why Rolex, the company, seems so detached from their downline customers. I too would like to go directly to Rolex to answer some questions I have about my watch to be 100% sure I am getting the correct answer. For example, I have a new Explorer and would like to know if any parts of the face/hands/markers are white gold? I have read posts on the subject at various places, but nothing directly from Rolex. I am a big Apple fan, and I know if I have a question about anything Apple that I own I can go directly to Apple and get answers. Why not the same with Rolex? Mark
|
26 May 2018, 12:18 PM | #71 | |
Banned
Join Date: Mar 2018
Location: New Zealand
Watch: 114060
Posts: 2,630
|
Quote:
Rolex did not sell you the watch. Selfridges did. If there are issues it is between you two, Rolex has nothing to do with it. (You are not the Queen of Sheba.) Rolex are not missing any tricks. They have a network of ADs who sell their watches and they provide service to them. It is then up to the ADs to service their customers, not Rolex. You bought a watch from Selfridges, not Rolex. |
|
27 May 2018, 07:34 PM | #72 | |
2024 Pledge Member
Join Date: Aug 2014
Real Name: Francisco
Location: San Juan, PR
Watch: Is Ticking !
Posts: 24,586
|
Quote:
Sent from my iPhone using Tapatalk Pro
__________________
Francisco ♛ 16610 / 116264 Ω 168.022 / 2535.80.00 / 2230.50.00 Zenith 02.470.405 Henry Archer Eclipse 2FA security enabled |
|
27 May 2018, 08:17 PM | #73 | |
"TRF" Member
Join Date: Jun 2017
Real Name: Sal
Location: London
Posts: 2,496
|
Quote:
Furthermore, whilst the OP over-reached in his opening post, his point that Rolex AD’s can give poor customer service is absolutely spot on and it isn’t an isolated issue. I don’t expect to be treated like royalty but I do expect basic courtesy and respect, regardless of what I’m buying and I’ve been into several AD’s where basic respect was lacking (one saleswoman told me on making a polite inquiry regarding a specific model that “the watches in here are quite expensive you know?”). Judging by various posts on TRF this is not exclusively a Central London problem. The OP was also correct in his comparison with Omega, who provide fantastic customer service. I’ve been given a Bergeron for free (I did not make a purchase at the time and in fact had never bought a watch from that boutique), was given a voucher for a free service worth about £400 due to a misunderstanding which resulted in me being overcharged for a previous service (I didn’t even kick off about this) and I can take a watch into my local boutique for it to have a light polish whenever I want, again gratis. I am in no way, shape or form a high-roller. Rolex sell the watches to AD’s and then leave them to it. I get that. But I think Rolex should actually care if AD’s are providing a poor customer experience. Sure, in today’s market, Rolex can do what they like, when they like, how they like. But it may not always be so. |
|
29 May 2018, 04:24 PM | #74 | |
"TRF" Member
Join Date: Nov 2016
Location: London
Watch: 116500 White
Posts: 100
|
Quote:
|
|
29 May 2018, 04:54 PM | #75 | |
Banned
Join Date: Nov 2015
Location: another planet
Posts: 608
|
Quote:
Someone thinking that by walking into Newtown Ford dealership that they are dealing with Ford the manufacturer is pretty behind the times, and I don't think it's unreasonable for someone walking into Newtown Rolex to understand that they are not dealing with Rolex the manufacturer. Whether or not the business models are good for punters is another story, but in terms of awareness, I don't know any person who doesn't live under a rock who thinks that Ford the manufacturer is responsible for all Ford dealerships and Rolex is responsible for all Rolex dealers. Yes any AD can give you poor customer service, but look at what AP is doing, pushing away from ADs and towards Boutiques, which by all accounts the service received has gotten worse, not better by being controlled by AP. And let's not talk about Boutique pricing. While your Omega stories are nice, do you honestly think a free service voucher is worth Boutique pricing? Regardless, by all accounts Rolex does not own any Boutiques so we cannot compare how Rolex would act if they theoretically did own their Boutiques. At least with different ADs run by different entities, you have a choice. In the end I think there's nothing wrong with wanting to get in touch with Rolex for something, but I think it's bizarre to not reach out to the place and person that sold you the watch in the first place, and to jump to trying to get a hold of Rolex the manufacturer and getting fussed about it, when you have an AD there that you had just been present at and patronized. |
|
29 May 2018, 04:58 PM | #76 |
"TRF" Member
Join Date: Dec 2005
Location: ByDawns Earlylite
Watch: 16800
Posts: 3,516
|
Just a heads up. This thread was started over a year ago. The OP hasn't posted anything in about a year.
|
29 May 2018, 05:51 PM | #77 | ||
"TRF" Member
Join Date: Jun 2017
Real Name: Sal
Location: London
Posts: 2,496
|
Quote:
Quote:
As an aside, the free service voucher is for an Omega chronograph service, which is worth 400 odd quid at current prices. I have no idea about “boutique pricing” but I’d say that’s a pretty nice freebie, no? |
||
Currently Active Users Viewing This Thread: 2 (0 members and 2 guests) | |
Thread Tools | |
Display Modes | |
|
|
*Banners
Of The Month*
This space is provided to horological resources.