The AD doesn’t care about us

[NAUI1982]

My wife and I buy a fair amount of luxury goods. We are registered and regularly see three high quality ADs for some nice watches and our spend history exceeds a small country’s gross domestic product. ��

It’s our 27th anniversary today. Our sales associates know us well, and have all our milestones recorded including dates of our kids birthdays and graduation dates and all that relevant data for their CRM systems.

Guess what?

Not a single call. Not a single email. Nothing today. We asked about eight months ago for his and her day dates. Nothing.

But we did get an email from the BMW dealer and the Mercedes dealer wishing us a hard happy anniversary. And we got a call from Cartier wishing us a happy anniversary. And we got calls from Hermes and my wife’s SA at Neiman Markus.

It seems like those luxury vendors use their CRM systems to build customer relationships and engagement like one would expect.

Rolex, nope. Nothing.

They call. When they have stuff to sell us.

Almost never stuff on our list. Only twice in about three years have they called with watches we requested. We have even bought when they called about stuff we didn’t request.

Pretty much done with Rolex. This was the straw.

Got my wife a nice Hermes birkin bag. Rolex.

[JoseR]

You're just $$$ for Rolex AD's. Don't think they personally care about anyone, just the mighty dollar.

[OTX]

Seems to me you have been taken for granted somewhat. They see you as a usual customer so they don’t have to work hard to get your business. It could have been an honest mistake but I would contact management and bring it up. I promise you that they will take you very seriously from now on. Sometimes they need a reminder.

[nukeandjuke]

I’ll trade u any watch u want for that birkin

[brandrea]

You clearly haven’t spent enough

[Vince_76]

Unfortunate. Lesson here is don’t be a mark and stop pandering to ADs (not saying that’s you, but that’s what the takeaway is). Hopefully you only bought stuff you actually wanted except for going on the “journey” aka bleeding your pockets

Good on you for voting with your wallet and getting the birkin!!

[WatchGuy1966]

Reminds me of the song

"Lookin' for love in all the wrong places"

[joli160]

Cartier and Hermes also don’t really care about you but at least give you the feeling they do.
These brands are a few levels higher and still believe in customer satisfaction

[jamesgames]

Well at the end of the day I think you are upset because you had high expectations for a certain level of catering from them and you didnt get it. Rolex doesn't need your business and they act like it - unfortunate but that's what happens as a function of supply / demand.

[173rdabn]

Finally discovered that they don't give a rat's ass about you, eh?

[SubDate]

Problem is, as soon as that “Mr. Smith we were just reaching out to let you know your new Panda is here for pick up” call comes, 99% of us will go running to their door. Fuels the system.

[kritameth]

Speak for yourself, I get free water!

[SLWoodster]

It’s interesting you are all those things with so many brands but just buying Rolex.

What’s your Patek and AP experience like?

Originally Posted by NAUI1982

My wife and I buy a fair amount of luxury goods. We are registered and regularly see three high quality ADs for some nice watches and our spend history exceeds a small country’s gross domestic product. 😂

It’s our 27th anniversary today. Our sales associates know us well, and have all our milestones recorded including dates of our kids birthdays and graduation dates and all that relevant data for their CRM systems.

Guess what?

Not a single call. Not a single email. Nothing today. We asked about eight months ago for his and her day dates. Nothing.

But we did get an email from the BMW dealer and the Mercedes dealer wishing us a hard happy anniversary. And we got a call from Cartier wishing us a happy anniversary. And we got calls from Hermes and my wife’s SA at Neiman Markus.

It seems like those luxury vendors use their CRM systems to build customer relationships and engagement like one would expect.

Rolex, nope. Nothing.

They call. When they have stuff to sell us.

Almost never stuff on our list. Only twice in about three years have they called with watches we requested. We have even bought when they called about stuff we didn’t request.

Pretty much done with Rolex. This was the straw.

Got my wife a nice Hermes birkin bag. F_ck Rolex.

[Nice marmot]

Whether it be Hermes, Cartier, Neiman Marcus, BMW, MB or Rolex, none of these companies actually give a damn about you. If you lost all of your money tomorrow, do you honestly think you would hear from any of these people again? Of course not. It’s all a transactional relationship, it is just more obvious with Rolex because they don’t have to work for sales.

[Calatrava r]

Merchants really only care about the next sale. It is how they make their money. If you hear from a merchant out of the blue, sales may be slow.

[NAUI1982]

Originally Posted by nukeandjuke

I’ll trade u any watch u want for that birkin

Out of my wife’s cold dead hands. lol.

[NAUI1982]

Originally Posted by SLWoodster

It’s interesting you are all those things with so many brands but just buying Rolex.

What’s your Patek and AP experience like?

I own one Patek that took me about nine months to get. From WOS who is also one of my Rolex AD.

Not buying AP but am waiting for a Vash which will likely come in near my birthday.

[NAUI1982]

Originally Posted by Nice marmot

Whether it be Hermes, Cartier, Neiman Marcus, BMW, MB or Rolex, none of these companies actually give a damn about you. If you lost all of your money tomorrow, do you honestly think you would hear from any of these people again? Of course not. It’s all a transactional relationship, it is just more obvious with Rolex because they don’t have to work for sales.

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.

[Cambo]

Originally Posted by NAUI1982

My wife and I buy a fair amount of luxury goods. We are registered and regularly see three high quality ADs for some nice watches and our spend history exceeds a small country’s gross domestic product. 😂

It’s our 27th anniversary today. Our sales associates know us well, and have all our milestones recorded including dates of our kids birthdays and graduation dates and all that relevant data for their CRM systems.

Guess what?

Not a single call. Not a single email. Nothing today. We asked about eight months ago for his and her day dates. Nothing.

But we did get an email from the BMW dealer and the Mercedes dealer wishing us a hard happy anniversary. And we got a call from Cartier wishing us a happy anniversary. And we got calls from Hermes and my wife’s SA at Neiman Markus.

It seems like those luxury vendors use their CRM systems to build customer relationships and engagement like one would expect.

Rolex, nope. Nothing.

They call. When they have stuff to sell us.

Almost never stuff on our list. Only twice in about three years have they called with watches we requested. We have even bought when they called about stuff we didn’t request.

Pretty much done with Rolex. This was the straw.

Got my wife a nice Hermes birkin bag. F_ck Rolex.

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

“ Small country’s gross domestic product”
Nice Flex

[NAUI1982]

Originally Posted by Calatrava r

Merchants really only care about the next sale. It is how they make their money. If you hear from a merchant out of the blue, sales may be slow.

Merchants, yes.
Luxury brands are a different story. We know. Rolex is NOT a luxury brand. They’re a mass market tool watch and their dealers are massive game players who give zero care about their watch buyers. 2000 dealer network and 1.5 million watches a year and we still can’t buy what we want.

Unless the AD is also a jewelry store and then they care about your diamond purchases.

Don’t try to defend the practices. Admit you’re sick of the games too. It’s okay. You can let it out.

[NAUI1982]

Originally Posted by brandrea

You clearly haven’t spent enough

[WatchGuy1966]

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.

Companies don't care. Individuals might find it pleasant to transact with you. They might like your personality or connect. But care is not the right word to use. It's transactional, but they are focused on the next and next transaction. They "want" your next orders and your referral and they will "act" in a manner that you "feel" like you are "cared" for. But they aren't going to take truly "care" enough to do anything about it if you are down and out.

[Sydny2]

Originally Posted by nukeandjuke

I’ll trade u any watch u want for that birkin

I could trade you my birkin for your watch ;)

[KatGirl]

Originally Posted by WatchGuy1966

Reminds me of the song

"Lookin' for love in all the wrong places"

That made me laugh out loud! OP, It is very likely your AD did not have the matching watches you requested. I’m not sure why you are taking it so personally. It’s a business relationship. You obviously have the means to buy from the secondary market, so just buy the Day Dates, which are probably cheaper, when you go grey. Happy Anniversary!

Kat


Sent from my iPad using Tapatalk

[JRell]

Sounds like a bad AD. Love mine. Treats me with respect, doesn’t ask for me to buy anything I don’t want to, and gets me what I want.

[996marty]

It goes to show most big companies or sales assistants will do anything for you to spend money with them clearly Rolex don’t need to do that

[NAUI1982]

Originally Posted by kritameth

Speak for yourself, I get free water!

Awesome! That’s why we stop in and say hi when we’re out and about. Need the water.

[NAUI1982]

Originally Posted by KatGirl

That made me laugh out loud! OP, It is very likely your AD did not have the matching watches you requested. I’m not sure why you are taking it so personally. It’s a business relationship. You obviously have the means to buy from the secondary market, so just buy the Day Dates, which are probably cheaper, when you go grey. Happy Anniversary!

Kat


Sent from my iPad using Tapatalk

Thanks Kat.

Blue Hombre is still hard to get even grey but the saddest part is I can ask my TD to get them and he would have them within a few days brand new in box out the back door of an AD.

[2001jesper]

We all have different expectations - But seems a little much to expect them to call on all birthdays and anniversaries in your family, i.e., 5-6 times a year?

Regardless, congratulations on the anniversary

[anodyne13]

No one that’s not friends and family cares if it’s your anniversary. If you’re disappointed that they aren’t “fake caring” enough because you spend a lot of money, I can understand, but certainly wouldn’t be surprised as fake caring can be a bit hit and miss.