Quote:
Originally Posted by mquarter
It's funny how, despite Rolex watches themselves being a real luxury product, the pre- and after-sales customer experience is anything but. Sacrifice your dignity sucking up to ADs while they treat you poorly. Dealing with scummy greys, or at the very least visiting them in stores that fall well short of luxurious. Not having the freedom to customise your watch after you bought it through dial or bracelet swaps. It's the opposite of customer centric.
But even if Rolex were moving to a corporate owned boutique model like AP, where you can at least experience a degree of politeness and a nicely furnished boutique to spend some time in, it's probably a ~10 year journey to get that retail footprint up. I'm guessing there's at least hundreds of ADs and to phase them out and replace will take so long and still wouldn't address the terrible customer experience problem.
The terrible customer experience is a risk to the brand of Rolex. Clearly it's damn durable because there's still no shortage of people after them. But it's not invincible.
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My AD experience has been nothing except ... exceptional. They never did any of the negative practices you or anyone has claimed on this forum. I have never purchased anything from them except the watches I wanted. I had to wait for some of them but nothing unreasonable (actually quite reasonable time considering the current demand).
My total purchase history (no jewelry or anything else):
March 2019 - TH Monaco
May 2019 - DJ41
July 2019 - BLNR on jubilee (received day I asked)
December 2019 - black Daytona 116500LN (58 day wait)
December 2020 - 2nd black Daytona 116500LN (10 month wait)
December 2021 - 126610LV Starbucks (7 month wait)
Three plus years of a great relationship and wonderful customer service.
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