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20 September 2023, 12:15 PM | #121 | |
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For what it’s worth I’ve had multiple variations of ROOs and never an issue. I have a friend that has had issues but he’s the only one I know. Like anything else, sometimes this happens but certainly not the norm. Vast majority of my AP friends enjoy their pieces without incident |
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20 September 2023, 12:21 PM | #122 | |
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Lol.. are you serious? Wow what a business strategy. So are you saying OP is being high maintenance? It’s not going to set any precedent that’s even known by anyone else. Are a bunch of people, besides us on this thread, all the sudden going to know that OP got allocated something else because his brand new ROO shit the bed (multiple times)? I don’t think so. It wouldn’t change a thing for AP to do the right thing except put the problem and solution squarely on them instead of putting it back on the OP. Sent from my iPhone using Tapatalk |
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20 September 2023, 01:37 PM | #123 |
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20 September 2023, 01:53 PM | #124 | ||||
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I feel some of you would be reacting to this situation much differently if it was your own timepiece. Again this isn’t ‘I’ve owned it for 4 months and now the movement failed, so they’re replacing it’, this situation is ‘in 4 months I’ve barely had my watch for 3 weeks and has been back and forth to servicing multiple times’. Quote:
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I have no idea where some became disconnected with consumer protection *laws*, which have our back in these scenarios (country dependent obviously). Enabling companies to get away with faulty products and offering zero in way of compensation results in said company never improving aspects of their customer service and the product line itself. And again, my ‘compensation’ I was alluding to, isn’t in any way something preposterous like demanding one of their VIP pieces. It’s literally only asking for what was supposed to be watch #2 anyways. I have a small business aside from my actual career and there isn’t a chance in the world I would let one of my customers endure THREE separate occasions of a problem, over a four MONTH span and not offer some type of compensation (without him or her even asking). That’s just the right thing to do. I would offer some type of compensation the very first occurrence to be quite blunt. |
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20 September 2023, 06:06 PM | #125 |
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I agree. A move into the 2nd allocation is not that much of a stretch for the solution.
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20 September 2023, 07:20 PM | #126 |
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I'm truly sorry to hear about your situation, dmash. I concur; they ought to either replace it with a new one or offer you an alternative.
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20 September 2023, 07:38 PM | #127 |
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Personally I have had experiences with watches where movements have been terrible, they go back in for repair and it happened again.
I've struggled to connect with said watches after this happens. We make most of our purchases on an emotional level (my purchases are never rational lol). I can see how OP associates negative connotations for this watch to the point he doesn't want the model anymore. I think a fair solution would be to offer a refund and try to find a new model for him in a reasonable time frame. I would say the allocation should be on a similar level so Offshore or Code rather than RO, as others have said it could open a can of worms if they do this. |
20 September 2023, 08:10 PM | #128 |
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I wouldn’t accept a movement replacement for fear that the problem could happen again. I also don’t like the idea of the movement number mismatching from my original documentation on a watch that is only months old.
This is like Rolex replacing your mid-case and the value of the watch takes a hit and warranty card doesn’t match. Why should the owner of the watch take that on for something that wasn’t their fault? It would be different story if it was related to something the owner did or the watch was already a few years old. Bare minimum imo would be a full refund with the goal of moving into another reference. I don’t agree that this would set a dangerous precedent. Worse case, the OP could say things were fully resolved and not share the final result to avoid such. I was in a similar situation like the OP with Rolex corporate and they were able to resolve things to my satisfaction with replacement. Do keep us updated OP. |
20 September 2023, 08:15 PM | #129 | |
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It's difficult to do but, at some point in situations like this, the customer has to make his/her wishes known. I've been in similar situations, once with an Omega and once with a Blancpain, and told their boutique managers "It's your watch now, I ain't takin' it back. I want a new one." Omega gave me a store credit, Blancpain said "forget it". The Omega was a movement issue, like yours, the Blancpain was an issue with the rotating bezel on a Fifty Fathoms clogging with sand and destroying the locking ratchet. I guess you weren't supposed to wear it at the beach. It's difficult not to lose your cool when dealing with corporate intransigence but you have to stare them down. |
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20 September 2023, 08:34 PM | #130 | |
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I can see the 1st service happening, after the 2nd they should have replaced it and made him whole. It's easy. |
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20 September 2023, 08:49 PM | #131 | ||
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I was incredibly blunt (but maintained respect and civility) on the phone with them yesterday. There is absolutely no way I will accept any type of repair or movement replacement, and I want the watch sent back to my boutique for a refund and we move forward as a fresh start. I was told that this needs to be run by executives and a meeting called and they’ll let me know, but it will likely take some days. Everything is officially out there at this point and the only direction at this point is AP either obliges or refuses and I have to force my hand via Amex and consumer protection laws considering the repeated issues on a faulty product. I do appreciate all the support gentleman (and perhaps ladies). I’m in no way trying to one up the system or get ahead here, I just want a proper/fair resolution. This has taken up so much of my time, and has almost been a roller coaster of sorts emotionally (you can see from my previous posts how I’ve bragged on the ROO being an amazing watch aesthetically). |
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20 September 2023, 09:54 PM | #132 | |
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Finicky luxury products are finicky. I don’t think it’s unreasonable to request a refund, but since they still have a line out the door of people who would probably just send it in until it works, why keep dealing with a customer who won’t? There used to be a sticky at the top of the forum explaining the janky ness of APs in particular used ones. |
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20 September 2023, 11:12 PM | #133 | |
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If the customer is courteous, professional in his behaviour but expects good conduct, professionalism and high standards to be met by a highly established brand, and all the brand can do is to threaten blacklisting, that's quite a shame, especially when it is a conglomerate against one individual.. |
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20 September 2023, 11:26 PM | #134 |
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OP, thanks for the update. You are being more than rational and fair to the folks at AP and the brand itself. I struggle to see what AP hopes to accomplish with this course of action. Three time problems and the customer would like a refund or a replacement, sure. We are sorry that this did not work out and how can we continue to be a brand you own, should be the response. I have never been a big AP fan as I do not live in an area that has an AD or many collectors that own the brand. My impression is formed through the media and my fellow members here on TRF. Before the OP had these issues I doubt I would have purchased an AP, now, probably never. Even if they give the OP a refund and the watch he wants, the road he has traveled to get there does not work for me and any luxury brand experience. OP, hang in there. I am pulling for you.
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20 September 2023, 11:47 PM | #135 |
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Not sure if the marginal cost of producing another watch is the right figure to use when demand exceeds production capacity. They would be losing a watch that they could sell at MSRP to the next customer, and there is no middle-man with the boutique model.
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20 September 2023, 11:49 PM | #136 |
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I'm confused why you are lamenting your experience with the brand and still want a different allocation. I'd be done after this, chalk it up in the L column and move on with my life.
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21 September 2023, 12:29 AM | #137 | |
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Because he is having a problem with a caliber that is known to be problematic. Not all AP watches are notoriously buggy as such. |
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21 September 2023, 12:42 AM | #138 |
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I think OP’s desire for a refund is warranted, and will hopefully be the outcome. I think most of us have some emotional attachment to these luxury products, and for him, that attachment has soured. Can’t say I wouldn’t feel similarly.
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21 September 2023, 12:53 AM | #139 |
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I do think a refund is reasonable. I'm more saying that the company is not treating you the way you want/should be treated. Why go back
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21 September 2023, 12:53 AM | #140 | |
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21 September 2023, 01:52 AM | #141 |
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Again appreciate the kinds words and support gentleman. I truly don’t believe I’m being irrational or out of line with my request, and always expect a reasonable outcome when problems arise. I do hope AP comes back with good news by the end of the week.
Also re: why not giving up on the brand. I’ve loved AP for quite some time, just took forever to dip my toes in. That’s also why this hurts a bit as I had ambitions for quite a few pieces and to really go in here. So for this to be my official start is such a soured experience but I would like to give them another opportunity to start this off on a better note! Again, going back to my mentality of being reasonable/sensible, I think this is another showcase of me doing such. I’m not trying to rag on the brand or write them off, just want a fresh, better start! |
21 September 2023, 02:21 AM | #142 |
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Also AP watches are amazing. So would still want one.
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21 September 2023, 02:55 AM | #143 | |
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21 September 2023, 03:16 AM | #144 | |
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Now, value aside, I think it’s reasonable if the original watch gives you a bad feeling and you want a new watch to start fresh. I also think it’s reasonable from a logical perspective that AP wants to swap out the entire faulty movement for a new one since that should indeed fix it. Hope you both come to some middle ground. |
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21 September 2023, 05:24 AM | #145 |
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Update:
I believe this is gaining some traction. I received an email from a regional director and they seemed fairly certain of trying to find a resolution for me. Also mentioned they were working directly with others in the USA about this, so fingers crossed we finally have something in progress here. I again, firmly asserted to them (whilst being respectful/professional) that I would like to get this back to original boutique and a fresh start. So they’re are 100% in the loop of what I’m deeming as acceptable. |
21 September 2023, 06:05 AM | #146 | |
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I actually agree that OP should receive some consideration, it's just a question of what exactly is reasonable and achievable, and what is the most effective way to go about that. Sometimes it's a matter of giving up short-term satisfaction for long-term benefit.
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21 September 2023, 06:58 AM | #147 | |
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Pleased to hear that you’re being listened too OP. As always, it’s the way that complaints/issues are dealt with that matters and it’s seems that things are moving in the right direction. I hope you get to start a fresh with AP Sent from my iPhone using Tapatalk |
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21 September 2023, 10:30 AM | #148 | |
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21 September 2023, 11:55 AM | #149 |
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AP’s in-house chrono movement is a vertical clutch design which, in theory, is supposed to be more robust than the lateral clutches used by Patek and VC. Yet we don’t hear widespread reports of defects from those brands
What does that say about AP? It’s not a good look Sent from my iPhone using Tapatalk |
22 September 2023, 11:39 AM | #150 | |
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