Ask An Insider - Round 2

[The GMT Master]

Evening folks,

After chatting to some of my good friends on here and the positive comments I had about the original Ask an Insider thread (click here to see the first thread), I have decided to bring the concept back and give it another go

As some of you may know I am not actively working at the AD any more - however, I still have my quite considerable knowledge base and my friends who still work there, so you can throw what you like at me. Anything you might want to know about what it is like working at an AD, any product related questions, you name it, I will answer it - there are a few exceptions, however. I will not be answering anything regarding dealer costs/margins, discounts or anything that might get me into trouble - my former employers know where I live

So, throw a few questions at me, I'll answer them, and let's see how we get on with this!

All the best,

Chris

[Cru Jones]

Welcome back, Chris. Glad to have this thread back.

Here's a current events question for you - in the week(s) leading up to Basel when working at the AD, did you notice any difference in Rolex browsing, questions and/or purchases? Or, was the general public pretty oblivious to the whole thing?

[The GMT Master]

Originally Posted by Cru Jones

Welcome back, Chris. Glad to have this thread back.

Here's a current events question for you - in the week(s) leading up to Basel when working at the AD, did you notice any difference in Rolex browsing, questions and/or purchases? Or, was the general public pretty oblivious to the whole thing?

It's good to be back doing this, I've missed fielding questions!

On the whole, your average customer wouldn't know about the Basel fair - if I thought it would be of interest to them, I would bring it up in conversation, but that would usually be after my boss had been over to Basel, and brought back the press pack with the latest photos. We did have quite a few collectors, though, so they would often come in to have a chat about what they thought might be released - I remember one guy guessing that there would be a new Explorer II, so he made sure he got first refusal on the first one delivered

Chris

[Hairdude1]

Awesome!

[Bernie.H.]

Well done Chris I enjoyed the first round.

[Cru Jones]

Thanks, Chris! Enjoy the thread (I know I will).

[Alpino]

.

Hi Chris, I have heard that technical documentation for Rolex technicians no longer is printed on paper.

An online application is now available for them, on an Ipad or a PC, and they were asked to return all their (old) Rxx catalogs to gain access to this up-to-date documentation.

Here's my question. 1st do you confirm that ?

2nd if 1st is true, can you tell what is the most recent versions (years) of R8/R20/... before Rolex stopped to make them ?

Thx in advance

[The GMT Master]

Originally Posted by Hairdude1

Awesome!

Originally Posted by Bernie.H.

Well done Chris I enjoyed the first round.

Originally Posted by Cru Jones

Thanks, Chris! Enjoy the thread (I know I will).

Originally Posted by jlc123

I'm very excited! The old one was a great thread.

Thanks chaps

Originally Posted by Alpino

.

Hi Chris, I have heard that technical documentation for Rolex technicians no longer is printed on paper.

An online application is now available for them, on an Ipad or a PC, and they were asked to return all their (old) Rxx catalogs to gain access to this up-to-date documentation.

Here's my question. 1st do you confirm that ?

2nd if 1st is true, can you tell what is the most recent versions (years) of R8/R20/... before Rolex stopped to make them ?

Thx in advance

Hey - good question!

I have to say this is one I won't be able to answer - the shop didn't have a Rolex-trained watchmaker on the staff whilst I was there, although they were training one guy up. I don't think it worked out in the end unfortunately. So, as we didn't have the watchmaker, we didn't have the technical information either. From what I have gathered, they are taking an I.T. based approach to training watchmakers now (training them via video link from their base in Kings Hill), so it would stand to follow that they were making the technical information digitally available as well. Knowing Rolex as well, they like to control sensitive information as well, so it stands to reason that they would request old technical paperwork to be returned as well. I'm afraid I can't confirm anything though

Chris

[jlc123]

I'm very excited! The old one was a great thread.

[cdweller]

Great to have this thread back, thanks for takin the time to post and answer all our questions

[impalass]

Originally Posted by cdweller

Great to have this thread back, thanks for takin the time to post and answer all our questions

X2

[69mach351]

I have a question and this may or may not be the right place for it or the correct way to ask the question...

Do individual stores do servicing or does it have to go into a RSC for an official service?

I see a lot of head only or modified rolexes for sale. I know that Rolex is strict on what they service, so do they get particular if a customer only can/wants to send the head in? What about if a customer has an aftermarket piece that they want to keep with the watch?

I understand if you cannot answer the question. I have considered buying a head only watch before and thought I would see what limits that would put on it.

[The GMT Master]

Originally Posted by 69mach351

I have a question and this may or may not be the right place for it or the correct way to ask the question...

Do individual stores do servicing or does it have to go into a RSC for an official service?

I see a lot of head only or modified rolexes for sale. I know that Rolex is strict on what they service, so do they get particular if a customer only can/wants to send the head in? What about if a customer has an aftermarket piece that they want to keep with the watch?

I understand if you cannot answer the question. I have considered buying a head only watch before and thought I would see what limits that would put on it.

Hi Ryan,

In the UK, Rolex is wanting every dealer to have their own fully Rolex trained watchmaker on their staff, so the customer has the option of either getting it serviced by the dealership or Rolex themselves. Presumably this is to do with UK competition laws, as it wouldn't be right if only one place was able to do work on the watches. I understand that a lot of watchmakers have lost their parts accounts with Rolex in recent times, so I do wonder if that is in reaction to aftermarket modifications.

To my knowledge, I don't think Rolex objects if you send in the head only for a service. They may recommend you buy a replacement bracelet, but I don't think they would refuse to service it. If it has had non-standard modifications on it, they won't service it without returning it to how it should be (at the customer's cost, of course). That's where independent watchmakers with parts accounts can help, but they are declining in numbers.

I hope this answers your question,

Chris

[Chris B]

Great to know we have have your knowledge & experience at our disposal,
many thanks Chris

[mjclark32]

Looking forward to reading round 2,

[cop414]

Originally Posted by mjclark32

Looking forward to reading round 2,

+100, thanks for bringing this back to the forum!

[Sub4Life]

Sounds like you miss working at an AD. Follow your passion rather than living vicariously via this forum.

[mrbill2mrbill2]

Good to see the Ask An Insider Thread has been reborn!

Always enjoyed reading what is now referred to as Round One.

[OysterDavid]

You may have touched on this in your first Round...but, how did you and/or your shop handle Rolex owners who wanted the services of bracelet adjustment or regulation or instruction when the watch was purchased elsewhere, especially if that watch was recently purchased new elsewhere...perhaps through a gray type dealer or on the internet or from a duty free outlet?

Was there a store protocol on how to handle the requests as if you guys were nothing more than a Rolex factory extension rather than a separate retail agent that has ongoing expenses like rent & payroll and can't stay in business without the revenue from sales? Was it up to the front line sales people to deflect or accommodate or was it the duty of a floor manager?

[The GMT Master]

Originally Posted by OysterDavid

You may have touched on this in your first Round...but, how did you and/or your shop handle Rolex owners who wanted the services of bracelet adjustment or regulation or instruction when the watch was purchased elsewhere, especially if that watch was recently purchased new elsewhere...perhaps through a gray type dealer or on the internet or from a duty free outlet?

Was there a store protocol on how to handle the requests as if you guys were nothing more than a Rolex factory extension rather than a separate retail agent that has ongoing expenses like rent & payroll and can't stay in business without the revenue from sales? Was it up to the front line sales people to deflect or accommodate or was it the duty of a floor manager?

The standard protocol was to charge a small fee for adjustments made to watches not bought from the shop - this could be waived at the manager's discretion however. The way they looked at it was that "little things" like adjustments or an ultrasonic cleaning of the bracelet would be factored in to the margin of the watch for the entire period the owner has it

Chris

[lland]

Took me a quite some time to get through the first thread...and I enjoyed every minute. Thanks for that and thanks for bringing it back!!!

LL

[superdog]

Very cool. No questions just yet, but I'll be following this thread.

[77T]

Welcome back - this thread, like the first one, should prove quite good.

Wish they could let you sub categorize within a thread.

[Speed]

Chris! Brilliant idea.
Here goes.

What is the average discount I should expect on a...KIDDING!

Can you describe your most uniquely rewarding / pleasing sales experience with a customer on a new Rolex?

Could be the customer's story / circumstance, etc.

Cheers.

[The GMT Master]

Originally Posted by Speed

Chris! Brilliant idea.
Here goes.

What is the average discount I should expect on a...KIDDING!

Can you describe your most uniquely rewarding / pleasing sales experience with a customer on a new Rolex?

Could be the customer's story / circumstance, etc.

Cheers.

Hi Bill, great question

There was one lady who came in whose husband had very sadly just passed away. They'd been together for a long time, and her husband had always aspired to own a Rolex - unfortunately he wasn't able to make this happen, so this lady came in and picked one out for the both of them. She said she would wear it every day and remind her of him - I thought that was rather moving

Chris

[69mach351]

Thanks!

[hdrazor251]

No questions but looking forward to this thread. I miss the other one.

[Runnin' Rebel]

good stuff Chris !

[Watchdog]

Very glad this is back:)

[A.Sharp]

Sorry if this sounds dumb, but have always wondered:

is it common practice to have sealed stock in the back? Is it assumed that most people dont want to buy the display models? Because i have seen many people buy the displays. What is the norm?