AD customer service

[tattooedfagin]

i expect some of you are well known to your local AD's having previously spent cash with them but has it always been that way ?.........i've been to a few AD's both in the UK & abroad & the majority are fine but occasionally i've found the staff to be unresponsive & i've felt as though i've not been taken seriously as a potential customer....anyone else had this experience ?

[padi56]

Originally Posted by tattooedfagin

i expect some of you are well known to your local AD's having previously spent cash with them but has it always been that way ?.........i've been to a few AD's both in the UK & abroad & the majority are fine but occasionally i've found the staff to be unresponsive & i've felt as though i've not been taken seriously as a potential customer....anyone else had this experience ?

Yes agree many in the UK are far from helpful,in my experience ADs and RSC
in the far east seem to be the most helpful and accommodating.

[BlackpoolRolexCoaste]

I know Rolex owners in my hometown of Blackpool who travel to Preston or Manchester, not for the discount necessarily but more to escape the funeral parlour ambiance of our local Rolex agency.
Browsers are positively discouraged.

[tattooedfagin]

not sure what my local AD perceives the 'ideal' customer to look like but i'm usually told there's a waiting list for anything i might enquire about.

[everose]

I travel alot and i have enjoyed good service in USA and Asia.I usually wear t-shirt and jeans and no bling when browsing.....so i am going to give AD's a good mark here.I suspect i will be in the minority.

The only place where i was really given sub-par service was one AD in England.
I asked an AD about the chances of getting a Mil GV last year.....lets just say his customer care skills were not the best i have encountered!!!!


I also think its worth mentioning that it is possible we might get a bad impression of AD's here on TRF.(i could be wrong...!!!!)
I think people tend to post comments when they get sub-par service and not when they get ok or better(yes a few post when service is great too!!!)This is not a criticism.....just my view!!!

[Jackxv]

Not my Ad, they've got their own servicecenter in house.

When you come you're treated really nice, small things like changing dial, waterpressure test etc. can be done while waiting.

When waiting the repair man comes to inform you about the state of the watch.

They have been in bussiness as an AD since the late 40's and was the second AD in the Netherlands ever.

They know how to get and keep a customer

Jack

[SeamasterGMT]

I bought my Deepsea from Eaton's of Derby.

I had never really been in the shop much before and had never bought anything from them.

They treated me VERY well right from the start. They took me to a seating area and let me try on anything I wanted.

I also find both branches of Goldsmiths in Nottingham pretty good too.

[Art 1]

I have never been treated poorly in any Rolex AD, including the big T.

[esm]

alot of UK AD sales people are just like most car salesmen or estate agents..... a waste of space!

on the other hand, i have came across a couple of decent ones. suppose if you find a good one, stick with him/her.

[BASSETHOUNDS]

Originally Posted by BlackpoolRolexCoaste

I know Rolex owners in my hometown of Blackpool who travel to Preston or Manchester, not for the discount necessarily but more to escape the funeral parlour ambiance of our local Rolex agency.
Browsers are positively discouraged.

This reminds me of a friend of mine in Belgium : He refers to the AD's as the "monks"
I believe you can only be a good AD if you are passionate enough about what you sell . You can tell immediately if your are being attended by such a person or the one that is only interested in your credit card .

[Prince Tudor]

Never had a bad experience with my local AD. I was always treated well. They would even give my kids Rolex calenders.
Although, I have heard a story about a bad experience with thme from an other member.

[Rolesor]

AD customer service is one of my biggest complaints about Rolex - I've vented many-a-time here about it..

There goal should be to turn EVERYBODY that walks in, into a life long customer. If I only planned on buying ONE Rolex in my time, they should leave me thinking about my 2nd and 3rd..

The "elitism" thing is b.s. and nothing makes me more angry.

I've said this before but some day's I can't wait to give them my business and others I can't wait to call DavidSW.

[beerformeplz]

Im another jeans and tshirt guy and unless im wearing my Rolex they tend to ignore me.

[sparky_magoo]

My local AD gave oustanding service. I went in wearing beat up jeans and an old T-shirt. He spent well over an hour with me. He let me check out every watch, even though I was there to buy a SS sub. I couldn't be happier with the experience.

I expect outstanding service when blowing nearly six grand on a watch.

[sakuraba]

I've never felt the need to go back to the impersonal service I experienced at local ADs.

With TRF sellers like Jacek (local to me), DavidSW (who seems to be one click away), and Steve Mulholland (who has everything!), I am never wanting.

My only RSC experience, however, has been with Giovanni (SFO RSC). And I must report that they make me feel so comfortable they have a lifelong customer in me. They make you feel like anything will be done to make your watch as you like it.

An interesting note while I was tying this post is how I refer to people I patronize by their first name (implying how personal I feel with them), while I can't even remember any of the AD's employees.

[JPS]

Agree totally on this thread. When I first got into buying Rolexes I went through the big chain of Goldsmiths as I felt they were the big backer to Rolex, but the quality of service and lack of any discount certainly left little to be desired. Then I found a great AD local to me in Northamptonshire and cannot speak highly enough about them, the service and discount they have provided me with during me last 2 purchases.

[Dr. Robert]

The folks @ the indie RSC in San Francisco are top notch & very pleasnt & helpful. As far as the AD's....these are one's I've been very recently......Geary's Rolex Beverly Hills & Century City, the Baron & Leeds Rolex in South Coast Plaza (Costa Mesa, Ca.), Davidson & Licht(Walnut Creek), Les Bijoux(Pasadena, Ca.) & Shreve's in San Francisco.............the staff at all these AD's were very nice to me, very attentive & I did tell them "I was just looking"......business isn't exactly on fire...all the shops were pretty empty, except when I was at the South Coast Plaza shop...& that was only packed because they had the 50th aniversary thing with the Trieste dive & watch...after the presentation...2 lookers & 7 or 8 staff!!!!
The smart AD's know to treat their prospects well.

[haakon59]

People who are in Sales have bad days just like anyone else. In fact, some customers are rude and demanding in inappropriate ways, so you can understand how this might become wearisome after a time. My feeling is that we should treat people who work at the AD with respect and generally, they will in turn, treat you with respect. My guess is that Rolex AD's put up with more than their fair share of "tire kickers", which can wear down even the most resilient of salespeople. Many of them likely work on commission (in the U.S. anyway) and are anxious to make a living. Why not walk into the AD with the attitude that you would like to make a new friend?

[drtooth73]

I think the customer service depends on two things:
1. The owner of the store making sure customers get good service.
2. The salesperson has to love his job.

2 favorite local AD's here in Detroit treat everyone with respect.

[Atl]

Originally Posted by everose

I travel alot and i have enjoyed good service in USA and Asia.I usually wear t-shirt and jeans and no bling when browsing.....so i am going to give AD's a good mark here.I suspect i will be in the minority.

The only place where i was really given sub-par service was one AD in England.
I asked an AD about the chances of getting a Mil GV last year.....lets just say his customer care skills were not the best i have encountered!!!!


I also think its worth mentioning that it is possible we might get a bad impression of AD's here on TRF.(i could be wrong...!!!!)
I think people tend to post comments when they get sub-par service and not when they get ok or better(yes a few post when service is great too!!!)This is not a criticism.....just my view!!!

It's human nature to tell EVERYONE when an AD, merchant, or Company, for that matter, royally screws up. And believe me I have written numerous posts as to how my AD screwed me, but I also go out of my way to let others know when a merchant or Company does something amazing, and if they do, I ALWAYS let them know, the management know, and if Rolex related, you all know. It's rare, but it does happen, and it makes me a customer of theirs for life, and I tell them so.

Sadly, it only takes one hand to count these merchants/Companies that have gone above and beyond in my life, but I will go out of my way to do business with them again and again. After what Mr. Alan Brill, C.E.O. of Rolex did for me, Rolex is one of those Companies. Apple, and Maui Jim Sunglasses are some others.

[Atl]

Originally Posted by sparky_magoo

My local AD gave oustanding service. I went in wearing beat up jeans and an old T-shirt. He spent well over an hour with me. He let me check out every watch, even though I was there to buy a SS sub. I couldn't be happier with the experience.

I expect outstanding service when blowing nearly six grand on a watch.

As well you should. When I bought my Jeager Le Coultre from Tourneau on Worth Ave. in W. Palm Beach, they brought out wine and set me down and brought the watches to me, it was fabulous. I went back and bought a Sub later. Tourneau, who knew???? I think the Worth Ave. store did not get the memo to treat their customers like crap.

[Art 1]

Originally Posted by Atl

As well you should. When I bought my Jeager Le Coultre from Tourneau on Worth Ave. in W. Palm Beach, they brought out wine and set me down and brought the watches to me, it was fabulous. I went back and bought a Sub later. Tourneau, who knew???? I think the Worth Ave. store did not get the memo to treat their customers like crap.

That is one amazing store.

[Atl]

Originally Posted by Art 1

That is one amazing store.

Worth Ave, itself is amazing! It is so beautiful being there right near the ocean, and the people (women), cars, food, and stores are all beautiful! And surprisingly, the staff at all these uber-highline stores are friendly and helpful. I guess they assume if you are there, you have money. Just my guess

[ESKO]

I have been to only 1 AD and treated with a lot of respect. I was in a football jersey sneakers and tons of gold chains bracelet and rings.

She complimented my custom ring, and we talked about a white gold Daytona.
She didn't have one and offered to order and also suggested a White Gold Day Date as well as a platinum Day Date. I think it went well, even though I didn't buy. I'd go again if I was buying new.

[tattooedfagin]

yesterday i finally managed to try the DSSD on for size, the AD (not my immediate AD i'll add) even had it brought in from another store as they were out of stock, although we failed to reach a cash deal he made me very welcome & even put the kettle on, a nice touch indeed...as said before, i imagine these guys get more than their fair share of tyre kickers but it's nice to see that some AD's can still do a grand job

[fishpond]

I have had particularly poor service from the Rolex Boutique in Bond Street London. I went in to purchase a GBP 15k YG Datejust for my wife, but the salesman was arrogant and rude. It's part of Aurum Holdings (Mappin & Webb, Watches of Switzerland, Goldsmiths)... I emailed them a complaint and told them that I wouldn't be purchasing from any of their stores based on my poor experience.

I subsequently purchased from a different AD (not the Aurum group) and was very happy with the service they provided.