Incoming & AD experience

[PhilippeD]

Recently I got the call that my Explorer II was ready for pick up. I made the appointment, then went to the AD a few days later.

So I arrived at the AD:

Me: "Hi, I have an appointment at 1pm"
SA: "Oh, you're Mr. <last name>?
Me: "No I'm Mr. <last name>"
SA: "Of course, you have an appointment with <SA>, I will get him for you."

I went looking around for a few minutes until the SA approached me.

SA: "Ah, Mr. <last name>. Welcome! You are here for the wedding rings!"
Me: "Umm, no.. I'm here for the Rolex Explorer II".
SA: "I see. I'm so sorry, but we don't have that one in stock right now."
Me: "Actually..you do. I ordered one 9 months ago, and I got the call a few days ago that it was ready for pick up".
SA: "Let me check that for you sir."

I continued to stand around for at least 5 minutes until yet another SA approached me.

SA: "Hello sir, I understand you are here for a pick up?"
Me: "Yes, I'm here to collect my Rolex Explorer II"
SA: "Of course, please have a seat sir and I will check that for you."

I took a seat in the "Rolex corner", waited for another 10 minutes. And finally, the SA came back with my watch.

He proceeded to unbox it, told me he had to remove the stickers. He took off his white gloves and had the most dirty fingers I've seen in a while. He also had a lot of trouble peeling the stickers off because he bit off his finger nails pretty much to where he couldn't make a scratch in a piece of butter.

Me: "I see you're having some difficulties there, would you like me to remove the stickers?"
SA: "I'm sorry sir, Rolex insist that we take off the stickers personally."

During the peeling, I noticed the empty cases. He proceeded to tell me that they don't take ANY new orders anymore for the rest of the year. If I want a Daytona, I can expect one in 2050 (I thought this was a weird thing to say because I hadn't mentioned the Daytona whatsoever). I said I respect the fact that Daytonas are impossible to get and that I in fact was also looking for a Cartier Santos or Zenith Chronomaster Sport. He laughed in my face and told me these are popular models also, so this is not going to happen. This I also found funny, because there was literally a Santos across the street at the Grey dealer for below MSRP.

This went on for a while, but long story short; The interaction was "cold" from the beginning. Not the experience and service I expect when buying a 9k watch. I wasn't even offered a cup of coffee..
This was the second Rolex I bought at this AD in 9 months, the previous being my Deep Sea.

Anyway, I have my watch and that's the thing that counts.

[EndlessEight]

You got what you wanted and that's frankly all that matters in this market.

Just remember the lifted veil when the market returns to earth x-xx years.

[thenewrick]

Sounds like they were unorganized and then poor customer service.

5 minutes after you left someone else walked in and said they want to place an order for a Pepsi, a Cermit and a Daytona. When they were told they couldn’t order one they asked for a carrier santos and a zenith Chronomaster sport and told those were hard to get also and they left the store while talking on their phone while heading to the next store to try again.

“Good” customers who are looking for an enjoyable buying experience are unfortunately collateral damage in the current market which is overwhelmed with flippers and new money hype buyers and ADs having to deal with those folks as well as “good” buyers.

In the car dealership world it’s similar. You get the tire kickers and punters who just waste sales peoples time and are rude themselves and then they’re put off and don’t provide great service to the next person who’s a “good” customer.

Don’t take it personally that’s just the business these days.

Watch looks great tho. New explorer is a sleeper and will look sporty for years.

[JSol1]

Sorry for your experience, but congratulations on the watch! Enjoy…

[PhilippeD]

Perhaps my post suggests that I care more than I actually do.

I forgot about it when I was home enjoying the beauty of my watch. It's just that I was shocked about the lack of customer service. I have had more pleasant experiences at freaking gas stations.

[ap1]

Grats!

[samuel019]

Well on the bright side you have been able to get 2 SS pieces in 9 months. Not bad. I'd take that all day. Granted I'm chasing nothing but PM but regardless you got an amazing piece

I have a 216570 and usually thats what I wear when traveling away from my home state. Wore it in Paris just last week for the GMT function

Maybe you werent supposed to get the call and someone else was ahead of you was the reason for the less than stellar service but when you called them out on it they had no choice but to give it to you. Who knows.

End result is still a good one. Congrats!!

[Flint]

Originally Posted by PhilippeD

Recently I got the call that my Explorer II was ready for pick up. I made the appointment, then went to the AD a few days later.

So I arrived at the AD:

Me: "Hi, I have an appointment at 1pm"
SA: "Oh, you're Mr. <last name>?
Me: "No I'm Mr. <last name>"
SA: "Of course, you have an appointment with <SA>, I will get him for you."

I went looking around for a few minutes until the SA approached me.

SA: "Ah, Mr. <last name>. Welcome! You are here for the wedding rings!"
Me: "Umm, no.. I'm here for the Rolex Explorer II".
SA: "I see. I'm so sorry, but we don't have that one in stock right now."
Me: "Actually..you do. I ordered one 9 months ago, and I got the call a few days ago that it was ready for pick up".
SA: "Let me check that for you sir."

I continued to stand around for at least 5 minutes until yet another SA approached me.

SA: "Hello sir, I understand you are here for a pick up?"
Me: "Yes, I'm here to collect my Rolex Explorer II"
SA: "Of course, please have a seat sir and I will check that for you."

I took a seat in the "Rolex corner", waited for another 10 minutes. And finally, the SA came back with my watch.

He proceeded to unbox it, told me he had to remove the stickers. He took off his white gloves and had the most dirty fingers I've seen in a while. He also had a lot of trouble peeling the stickers off because he bit off his finger nails pretty much to where he couldn't make a scratch in a piece of butter.

Me: "I see you're having some difficulties there, would you like me to remove the stickers?"
SA: "I'm sorry sir, Rolex insist that we take off the stickers personally."

During the peeling, I noticed the empty cases. He proceeded to tell me that they don't take ANY new orders anymore for the rest of the year. If I want a Daytona, I can expect one in 2050 (I thought this was a weird thing to say because I hadn't mentioned the Daytona whatsoever). I said I respect the fact that Daytonas are impossible to get and that I in fact was also looking for a Cartier Santos or Zenith Chronomaster Sport. He laughed in my face and told me these are popular models also, so this is not going to happen. This I also found funny, because there was literally a Santos across the street at the Grey dealer for below MSRP.

This went on for a while, but long story short; The interaction was "cold" from the beginning. Not the experience and service I expect when buying a 9k watch. I wasn't even offered a cup of coffee..
This was the second Rolex I bought at this AD in 9 months, the previous being my Deep Sea.

Anyway, I have my watch and that's the thing that counts.

Absolutely shocking treatment ! At least you got your watch

[SpiritSoul]

Originally Posted by PhilippeD

Recently I got the call that my Explorer II was ready for pick up. I made the appointment, then went to the AD a few days later.

So I arrived at the AD:

Me: "Hi, I have an appointment at 1pm"
SA: "Oh, you're Mr. <last name>?
Me: "No I'm Mr. <last name>"
SA: "Of course, you have an appointment with <SA>, I will get him for you."

I went looking around for a few minutes until the SA approached me.

SA: "Ah, Mr. <last name>. Welcome! You are here for the wedding rings!"
Me: "Umm, no.. I'm here for the Rolex Explorer II".
SA: "I see. I'm so sorry, but we don't have that one in stock right now."
Me: "Actually..you do. I ordered one 9 months ago, and I got the call a few days ago that it was ready for pick up".
SA: "Let me check that for you sir."

I continued to stand around for at least 5 minutes until yet another SA approached me.

SA: "Hello sir, I understand you are here for a pick up?"
Me: "Yes, I'm here to collect my Rolex Explorer II"
SA: "Of course, please have a seat sir and I will check that for you."

I took a seat in the "Rolex corner", waited for another 10 minutes. And finally, the SA came back with my watch.

He proceeded to unbox it, told me he had to remove the stickers. He took off his white gloves and had the most dirty fingers I've seen in a while. He also had a lot of trouble peeling the stickers off because he bit off his finger nails pretty much to where he couldn't make a scratch in a piece of butter.

Me: "I see you're having some difficulties there, would you like me to remove the stickers?"
SA: "I'm sorry sir, Rolex insist that we take off the stickers personally."

During the peeling, I noticed the empty cases. He proceeded to tell me that they don't take ANY new orders anymore for the rest of the year. If I want a Daytona, I can expect one in 2050 (I thought this was a weird thing to say because I hadn't mentioned the Daytona whatsoever). I said I respect the fact that Daytonas are impossible to get and that I in fact was also looking for a Cartier Santos or Zenith Chronomaster Sport. He laughed in my face and told me these are popular models also, so this is not going to happen. This I also found funny, because there was literally a Santos across the street at the Grey dealer for below MSRP.

This went on for a while, but long story short; The interaction was "cold" from the beginning. Not the experience and service I expect when buying a 9k watch. I wasn't even offered a cup of coffee..
This was the second Rolex I bought at this AD in 9 months, the previous being my Deep Sea.

Anyway, I have my watch and that's the thing that counts.

Are AD's taught to act like idiots by Rolex also? is that an official brand policy now?

[norcalctr]

Congrats on the Exp2! You definitely didn't get the best purchase experience, but you walked away with a great watch in the end.

[Zuger]

Fine line between impersonally cold and professionally warm. It can be crossed with coffee for sure.

[mario1971]

You've come across their bad day or maybe the worst day of the year. Such days also happen - even to the best of them.

Congratulations on receiving!

[amh]

Originally Posted by Zuger

Fine line between impersonally cold and professionally warm. It can be crossed with coffee for sure.

Coffee? I'm always offered booze. AD has a full bar. Some other jewelry stores will put a Mimosa in your hand the moment you walk in.

[Seddyspaghetti]

Congrats

[vh2k]

I would have asked to see the wedding rings. Ha!

[mgsooner]

I don't require beverages or giveaway trinkets. What I do require is a pleasant rapport and not to be made to feel like taking my many thousands of dollars is somehow doing me a favor. This experience clearly fell short of even those relatively low standards.

[Jack T]

At least it had its stickers still on...
Did you get a box and papers?
Was it a Rolex box?

[karleone]

Sounds like not a really pleasant experience but the most important is that you got the watch you want! Congrats!

[Robf52]

Originally Posted by Flint

Absolutely shocking treatment ! At least you got your watch

This.

[edisonstar23]

The good ol times when you will get champagne with your Rolex are behind us. Nowadays getting a 9k watch that is worth 14k is doing you a favor. Enjoy


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[Alliy]

Good choice congrats

[stevestil]

Congrats on the watch. This sounds like a horrendous experience from the beginning and to be honest probably wouldn’t use that AD again.


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[Megamoss]

That wasn't a perfect experience but nice you got your beautiful time piece, Enjoy it.

[CarlOver]

Enjoy the Explorer II. It’s such a great package.

[Big_Red]

Looks great on the wrist.

[brandrea]

Congratulations