The AD doesn’t care about us

[Bxtek]

Originally Posted by kritameth

Speak for yourself, I get free water!

What kind? Regular?? I must be a VIP since I get sparkling!

[Kevin of Larchmont]

Originally Posted by NAUI1982

2000 dealer network and 1.5 million watches a year and we still can’t buy what we want.

But twice in three years they have called you for watches that you requested. Which is it? To me you sound like royalty.

It sounds like maybe the problem is not in getting the watches you want, it’s getting them when you want them.

[Bxtek]

OP.....sorry you didn't get a call from your AD, but I would like to wish you and your significant a Happy 27th Anniversary! A big congrats to you both!

As for the thread topic itself......I honestly don't think you should write off the whole brand due to this experience. Ultimately, it comes down to the actual SA or even sometimes the AD. There are VERY good ones out there which really take care of you, and there are also bad ones that simply don't care. Then, there are middle of the ground ones as well. I don't know where your SA ranks on your scale, but if you're not happy with he/she, maybe try connecting with another? I have done exactly that and it has worked out GREAT for me!

You obviously like Rolex and their products. You obviously want to buy more and probably will continue to for years down the road. My point is that I don't think you should write off the whole brand just yet. Try another angle.

Kinda like you got bad service from an associate at Costco. Are you gonna not shop there ever again due to one person? I know the comparison is on a much smaller level with that, but same difference imo. That's just my

[Watch_aficionado]

The thought that Rolex AD's have a give special consideration or even have a special stash for anniversaries or special events is a complete fallacy. There's a lot of youtube videos out there that push this theory and it's a joke. I had an AD tell me that they get a lot of people coming in for a watch and referencing a special event thinking they will be granted a watch because of that.

AD's can certainly decide to offer a watch for a special event if they so decide.. but it's a crapshoot finding one that actually will/does and for what customer they would do it for is a whole other part of this.

I've had major anniversaries and big life events that my AD was aware of, and you guessed it- ZERO of anything offered. But they want me to keep buying jewelry for my wife. Go figure.

[OG1982]

Originally Posted by NAUI1982

Beg to differ. Have had a relationship with our car dealers for 25 years. They absolutely care about us as customers and show us every time we get a car. They want us for the long term.

Difference is, Rolex watches sell themselves.

A car salesman actually have to work for a living.


Sent from my iPhone using Tapatalk

[OG1982]

I’m sorry OP, but entitled much?

People are living through hard times, wars in Europe and the Middle East. If all you’ve got to worry about if the fact your watch salesman hasn’t congratulated you on an anniversary, you’re doing pretty well.


Sent from my iPhone using Tapatalk

[OG1982]

Originally Posted by Oxfordian

I have to laugh at this thread, the OP is upset by the lack of action from the Rolex AD's he has thrown money at for missing an anniversary, but happy that all the other upmarket brands pass on their congratulations.

How shallow is that.

Businesses couldn't care less about you or me or anyone, you're just a customer who contributes to their profitability as am I.

To throw a tantrum over the lack of a call is frankly bizarre, but hey ho you've moved on and someone else will take your place in the Rolex queue. I really could not care less if my AD doesn't ring me or e-mail me or send me cards or flowers on my birthday or any other anniversary.

Could not agree more.


Sent from my iPhone using Tapatalk

[Pw92676]

I don’t think it’s Rolex who is ignoring you but rather the AD. I’d just move on and “get what you want, when you want, from who you want”. It’s more liberating that way.

[Talon84]

Originally Posted by OG1982

I’m sorry OP, but entitled much?

People are living through hard times, wars in Europe and the Middle East. If all you’ve got to worry about if the fact your watch salesman hasn’t congratulated you on an anniversary, you’re doing pretty well.


Sent from my iPhone using Tapatalk

In other news i spend £5000 a year in Costco, thats at least £150000 in my lifetime…

….not one birthday card or free donut

…not happy!

[Rollieplz]

Totally agree, finally at the point in my life where I can afford a nice watch and I really have no chance of getting one at an AD in Florida. I even offered to purchase a $15-20k diamond upgrade for my wife at 4 different ADs if I could get a Rolex at the same time and none of them gave a 💩. I did however get offered a $40k and $80k day date on two occasions so maybe if I would have bought one I could get a sub in 2 yrs 😆.

[Watchdog]

I think you might be buying these things for the wrong reasons if you’re waiting for associates to send milestone emails to make you feel important . . . Or even sadder, looking for them to miss milestones that mean nothing to them and then getting upset by it. Just sounds like artificially generated frustration when life—the way you present it—sounds pretty good.

[bigheart]

Originally Posted by Rollieplz

Totally agree, finally at the point in my life where I can afford a nice watch and I really have no chance of getting one at an AD in Florida. I even offered to purchase a $15-20k diamond upgrade for my wife at 4 different ADs if I could get a Rolex at the same time and none of them gave a 💩. I did however get offered a $40k and $80k day date on two occasions so maybe if I would have bought one I could get a sub in 2 yrs 😆.

I feel your pain. I can't get offered anything in my state either and have Rolex purchase history at the AD as well. Grey dealers it is for me I guess.

[NAUI1982]

Originally Posted by Watchdog

I think you might be buying these things for the wrong reasons if you’re waiting for associates to send milestone emails to make you feel important . . . Or even sadder, looking for them to miss milestones that mean nothing to them and then getting upset by it. Just sounds like artificially generated frustration when life—the way you present it—sounds pretty good.

I think some participants on this thread may be reading more into it than intended. It’s a full on rant, yes, but its about the Rolex brand, and the AD abuse of power, artificial market manipulation and lack of operating the brand in a manor that I (we) all see as common practices by the best luxury brands in the world.

Rolex wants to be a luxury brand, they’ve revoked ADs licenses and gone deep into the boutique experience. They (ADs) require “lists” and “spend” to build “relationships”. Yet when it comes to managing those relationships, they really haven’t a clue, despite the requirements they’ve made on ADs for CRM investments.

So my rant is about them getting their act together. I’m a good customer, I have terrific “relationships” with great ADs, yet still they fail to run the business like a luxury brand. That’s was my ultimate point…

I care that they couldn’t come through for a milestone with plenty of notice. Sure. But I didn’t EXPECT them to come through, there’s a difference from hope vs expectation. I don’t believe for one second in entitlement! I’m not buying anything for the wrong reasons, there is only one reason. We love the item(s) we buy and won’t’ buy anything we don’t love. I’ve said no to a lot.

…And our anniversary was spectacular!

[The strength of the grey market, and their ability to get more product to the consumer is quite revealing]

[Zach69SS]

Again ouch guys, a bit harsh, I’m with the OP on this one, it bothers me just to hear this.
If you have a long time loyal client, it does not take much to send a email of congratulations, even if you have nothing to offer but that.

This is totally the AD fault and the SA poor attitude, follow up with your clients always! This will bring you more business and referrals from your clients. Some of the other companies the OP deals with sent something.

I think the point was the lack of service of any kind or remember him, not about the DD pieces.

Some of us on TRF have great ADs and some are still looking! I’m in the ladder group.
So I understand how he feels.

Keep your head up, Op

[Bartolo]

Originally Posted by Cambo

Was this “Rolex” or your AD?
I’m pretty sure Rolex isn’t losing sleep over this.

Many luxury brands have a strong customer relations process at the corporate level. AP's is certainly supported at the corporate level, but then they are so much smaller than Rolex.

Rolex clearly doesn't focus on customer relations at the corporate level and leave it to the ADs . . . OP's AD dropped the ball.

We have these discussions here all the time -- where "Rolex" and the individual AD is used interchangeably (however big or small the AD is, it's them and not Rolex SA).

Whether Rolex SA SHOULD have a significant customer relations process is a different discussion. IMHO all luxury brands should.

[Paul C]

Do they care about VIP clients?

[TopNotchChach]

wow congrats!!!!

I totally understand when you have spent so much money. sucks that business are losing good customers like yourself.

I would be pissed and do what you did. I wouldn't be done with Rolex, just with AD

[4reRlxGuy]

Originally Posted by Paul C

Do they care about VIP clients?

They should. This current market can't / won't last forever so they need to be prepared for when things return to "normal."

Rolex isn't Patek. They need to sell over 1 million watches annually and their average client isn't at the financial level of an average Patek client. Granted that Rolex has learned / adopted the Ferrari game (make 1 less car than you can sell) but every market has a cycle so a down cycle is around the corner (Ferrari is ahead of the curve and their dealers are actively marketing lately).

No business should ever ignore their consistent/ best clients. I recently asked my new Rolex AD how many clients they have that can and have spent over 250k annually and he told me more than I can imagine. The only AD in my area that has that type of client is Polachecks but again they sell Patek.

[Krash]

My AD treats me good and I think I’m going to get a new watch soon. 126613LB


Sent from my iPhone using Tapatalk

[subtona]

Interesting thread.

I guess my crappy treatment is par for the course

Overall it is just disappointing

[racerx]

I’d be sure to ignore the Rolex AD this holiday season.

[BillA]

My AD treats me very consistently, never calls.

[racerx]

Originally Posted by BillA

My AD treats me very consistently, never calls.

Image if car dealers treated people the way Rolex AD’s do?

[so nice]

The lesson here is that even someone who looks like your avatar can be a major drama queen.

[4reRlxGuy]

Originally Posted by racerx

I’d be sure to ignore the Rolex AD this holiday season.

I'd be willing to place a wager they won't even realize that I didn't come in for a full precious metal piece this holiday season.

[Krash]

Originally Posted by so nice

The lesson here is that even someone who looks like your avatar can be a major drama queen.

Yeah, there’s no shortage of drama on TRF.


Sent from my iPhone using Tapatalk

[GotRolex]

Sent from my iPhone using Tapatalk

[Halifax Daytona UK]

Just proves that your “relationship “ on exists in your mind

[OG1982]

This thread highlights the difference in expectation levels around customer service from one side of the pond to the other.

[Bartolo]

Originally Posted by racerx

Image if car dealers treated people the way Rolex AD’s do?

I visit a car dealer once every 3 years to lease a car and/or turn in the prior lease. I've never had a car dealer "relationship"