Rolex HQ has run out of Jubilee Links

[RTG]

So disappointing to read this. And posted by someone who’s done so much to help all of us.

[Lol-x]

Originally Posted by travisb

That's bizarre. Did you end up leaving the watch with them Steve?

I left the watch with Rolex to let me know when it is ready. However, I fear they will require me to pay for a full service insisting that new links cannot be fitted to an out of specification watch...we will see...

Originally Posted by Dan Pierce

Steve, you're probably responsible for more Rolex watch sales world wide than any one individual on this planet, not that your local RSC or Rolex in general would really care apparently. But then that really shouldn't matter. It should have been as easy as their original simple instructions and you would have been satisfied and on your way. Sad state of affairs for the brand.
dP

Thanks Dan, yes it could have been a quick and simple transaction..
Quite possibly this will now sadly end up in court.
We have very strong consumer laws to prevent unscrupulous corporate activity.

[NachoNeal]

Knowing myself, I might have told them to screw off and left with my watch.
Glad to see you apparently had more self control.

[Joearch]

The real question is, how could this happen to our Steve?

[Lol-x]

Originally Posted by Joearch

The real question is, how could this happen to our Steve?

Yes, I'd like to know, all I wanted to do was buy 2 links.
Rolex does this to people who it considers do not deserve to wear their watches, its just an abuse of corporate power and responsibility enforced from the top to the bottom. Its malicious, capricious and unconscionable.

[fsprow]

Experiences certainly differ, but I’ve found the staff at both the New York and Dallas RSC’s extremely helpful and responsive. My guess is that they incorrectly saw your comments as threatening and responded in the way they have been instructed. Obviously a real misunderstanding on their part and I would hope if called to their managements attention they would apologize.

[fishingbear]

So very unfortunate that this is what the consumer experience has evolved to.
Like I keep saying: It’s Rolex’s world and we are just living in it.
….At least for now.

[rolexjackson]

The age old saying you catch more bees with honey is very true. I think if you had approached the situation with gratitude the outcome for you might have been much different. I hope you find your links.

[fishingbear]

Originally Posted by Lol-x

Yes, I'd like to know, all I wanted to do was buy 2 links.

Curious. At any point could you have purchased the two links, take them home and install them yourself?

[Heater3000]

Perhaps you should send a letter to Rolex HQ detailing the event.. can’t hurt but 20min of your time

[VonSomething]

"Telephoned Rolex yesterday" is probably the most absurd thing about this story.

[Mystro]

The overreaching practices of Rolex post sale is as far as they can push it the last decade. It’s gone from quality control to now leaving their customer powerless to whatever policies they feel they want to impose and change the rules as they go. You situation was nothing but a display of showing control to keep you on your knees, figuratively. You shown tremendous restraint, as I probably would’ve been a bit more snarky and asked by chance do they have any customer survey cards because you have a few ideas…..

Look at the idea of purchasing a second jubilee or oyster bracelet fiasco. It went from a “ parts availability announcement” to “a possibility” with strings, to “it’s not happening”.
I like the idea of pushing back legally, if it can be done to keep them in somewhat check. Rolex uses the same intimidation practices with their AD franchise and many trickle down the same power trip to their customers.

This is why I have other brands in my collection as a reality check.

[rajurama]

Call it a day and buy them off the grey dealer , plenty available online and probably cheaper.

[KatGirl]

Sorry to hear this. THEY WANTED YOU TO LEAVE YOUR WATCH, SO THEY COULD TELL YOU “IT’S NOT READY YET” every time you called, rather than admit they had none in stock. That’s crazy! The posse that showed up makes no sense. Can you try ordering 2 links from eBay, so you can wear your watch? Geez!

Kat

[Driver8]

It's things like this that remind me exactly why I've had (and still have) something of a love/hate relationship with Rolex. I absolutely love the watches, but I despise practically everything else that goes with it.

They behave like this because they can - plain and simple. It reminds of the old saying that the real mark of a person's character is how they interact with people who can't further them in some way and aren't important to them. The same is also very true of companies, and at times like this Rolex show themselves to be arrogant, aloof, self-absorbed, controlling, and not giving a damn about the customer.

[brandrea]

Originally Posted by Driver8

It's things like this that remind me exactly why I've had (and still have) something of a love/hate relationship with Rolex. I absolutely love the watches, but I despise practically everything else that goes with it.

They behave like this because they can - plain and simple. It reminds of the old saying that the real mark of a person's character is how they interact with people who can't further them in some way and aren't important to them. The same is also very true of companies, and at times like this Rolex show themselves to be arrogant, aloof, self-absorbed, controlling, and not giving a damn about the customer.

I agree with you.

This begs the question if this is a new Rolex policy endorsed by the company, or simply a rogue employee.

[Fleetlord]

You were handled

[WatchGuy1966]

Is there more to the story? Why did so many people appear to handle you?

[Harry-57]

That's just bonkers. Bonkers situation, bonkers explanation(s) and utterly bonkers behaviour. Anyone would think you were waving a gun about.

[Ramathorn]

Is there another part of the story we’re missing? Find it odd they go to the extremes so quickly.

[Lol-x]

I was between shocked and bewildered.
The only explanation is they want to intimidate me with numbers.
They used gangman style tactics.
The revelation that they were all out of jubilee links just after they asked me to come back in tomorrow to collect my watch with the fitted links was specious.
They have my watch now so it's their move.
This got me so stressed I could not sleep all night, awake now 24 hours..

[KatGirl]

Originally Posted by Lol-x

I was between shocked and bewildered.
The only explanation is they want to intimidate me with numbers.
They used gangman style tactics.
The revelation that they were all out of jubilee links just after they asked me to come back in tomorrow to collect my watch with the fitted links was specious.
They have my watch now so it's their move.
This got me so stressed I could not sleep all night, awake now 24 hours..

This must be a brand new GMT, correct? So, hopefully, they won’t charge for adding them, except the cost of the links? You are correct, in saying that they gave you conflicting info. So, are you going to try to pick it up, at 11:00? Maybe they were expecting a shipment of parts, or, more likely, they will borrow a few links from a bracelet, and add them to yours. It’s all very strange, but try not to let it upset you. Everything will work out. Please post a wrist shot, after you collect it.

Kat


Sent from my iPad using Tapatalk

[Bill2e]

Originally Posted by Cassian739

Wow, that's crazy! Not much about the Crown surprises me these days. Why - because they can. I'm sorry this happened to you, you deserve better given everything you've done for Rolex and TRF.

Wasn't it like 3 years ago when cases were full and ADs sold at a discount.....

There will be a time when people realize how silly this game is.

[Easy E]

Originally Posted by Bill2e

Wasn't it like 3 years ago when cases were full and ADs sold at a discount.....

There will be a time when people realize how silly this game is.

Closer to 7. But yes, one day there will be a reset.

[Scottyboy]

Another reason why people should learn to adjust their own watches.

Sorry OP, not a nice experience at all.

[JSolution]

Originally Posted by Lol-x

I was between shocked and bewildered.
The only explanation is they want to intimidate me with numbers.
They used gangman style tactics.
The revelation that they were all out of jubilee links just after they asked me to come back in tomorrow to collect my watch with the fitted links was specious.
They have my watch now so it's their move.
This got me so stressed I could not sleep all night, awake now 24 hours..

Steve as everyone has said you’re indirectly accountable for a huge amount of Rolex sales every year, and your dedication to this forum is commendable.

But not sleeping come on man it’s two links / 100 dollars chill man :)

[EEpro]

Rolex customer service is terrible. People recommending RSC are just the ones getting a 5 min oil change and coat of wax at the jiffy lube and moving along.

Customer service is moot until something goes wrong.

[prozac51]

I deal with customer sales and support and thoroughly agree that the situation could have been handled better. The original phone reception should have briefed you on the day’s cut-off and calling security on a relatively composed customer is a big no no. Some might even find it humiliating that security was called on them, and this in turn could have escalated to undesirable levels.

[ROLEX MAN]

Oh Steve!
I would be pi$$ed off!
Hopefully they’ll look after you.
Otherwise.

[Number3]

Originally Posted by EEpro

Customer service is moot until something goes wrong.

Absolutely.