Frustrated.

[GsurgBM]

In November, I went to my AD and ordered a gold datejust with Malachite dial and diamond bezel for my wife for her “Christmas gift”. Was told 3-6 months expected wait. Fine. Paid for the entire order in full (and bought a Cellini moonphase at the same time, which I walked out with. So that’s around $70,000 that day.). For the past three months I’ve checked, and have been told “we are expecting it within the next two to three weeks”. Until yesterday. Now apparently the local Rolex rep has told them that “Rolex is having issues sourcing the malachite, and there is no expected timeframe.” What the heck does that mean? When I press them, they basically said we have no idea when it will be, if it even happens! She apologized and offered me a full refund, or the same watch with a different dial option, or a different watch. I basically explained to her that the same watch with a different dial is a different watch, and I’m sure if I chose that I would now be on the three-six month waiting circuit again. I’m considering just getting a full refund, even though my wife really wants that watch.

Does anyone have an address or phone number to the highest up person I could possibly talk to? Either via letter or phone? I have no fantasy that my opinion will mean anything to them or help me get that watch, but I would like to vent to them that accepting full payment of $40,000 and then 8 months later basically saying you may not be able to provide the product at all is not good business, and really makes me inclined to get my refund and buy her a Patek instead. Like I said, I’m sure they don’t care, but it would make me feel better LOL.

I guess my other option is just continue to wait. But who knows how long it will be. My AD certainly does not. And to be clear, I know it’s not their fault. Below is said ungettable watch.




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[VacherObsessive]

I’d get a refund and send a letter of complaint. They should have never taken a what $40k cash upfront payment? That’s a hell of a lot of cashflow contribution, I bet they haven’t offered to give you back the interest on it...

Get your money back and buy her a ladies Patek Philippe annual calendar.

https://www.patek.com/en/collection/...ions/4947R-001

Patek will look after you better is my guess

[ras47]

Just get a refund and move on. Losing the $40,000 sale is the only thing that might register with them. And thats a slim "might" even at that.

[AK797]

Patek time.

[justjay82]

Sheesh that’s crazy. Sorry to hear. I’d get a refund and then reassess.

[zjd168]

well it appears it was the AD who took your deposit, so I guess not much you can get by escalating the issue through the Rolex chain.

I would take the refund and move on, and/or request the AD to source your some hot items as compensation

[ntoryes]

I think a fair resolution would be for them to fully refund the paid amount, keep the order active and offer you the watch when physically on hand. That’s what I’d ask for.

[Investr]

Call Nick Saban, he could make some calls for you.....;)

[Xelorpepsi]

The AD mentioned a wait of up to 6 months, so I would wait first and ask for a refund when you hit the 6-month deadline. Not sure this AD is to blame as they most likely get whatever Rolex is willing to send them. Just slightly surprised, they can take the full amount upfront, but that's another debate.

[SearChart]

Stone dials can be tricky to get. Even as an RSC, if we order an Onyx dial for an older DD it takes 1-2 years, which is a ridiculous timeframe.

[faimag]

that's just bad business attitude.

[CharlesN]

The Malachite dial can be hard to find. If it’s not in stock it could be a long time before it comes back into stock. It’s one of the hardest dials to find
I have seen one in Central London. About 10 days ago. 31mm. I nearly bought it .. My wife said no though. She has seen another dial she preferred .... A light green colour ... Olive but it has Romans.
I would ask for a full refund.
Then tell them if they can get it you will reconsider and perhaps buy it

[zaydans]

Sorry to hear this is causing you so much stress but in these situations I don’t know what’s more wrong, the AD for asking full price down without any inclination of a delivery timeline, OR the customer for handing over that much cash in the first place? They offered a refund so suggest you accept that and take your business to another AD.

[SoTaxLaw]

Originally Posted by Investr

Call Nick Saban, he could make some calls for you.....;)

The OP has a serious collection. His call should be enough. This is a customer you need to keep.

[Speedbird-1]

Originally Posted by SearChart

Stone dials can be tricky to get. Even as an RSC, if we order an Onyx dial for an older DD it takes 1-2 years, which is a ridiculous timeframe.

Any idea Bas, why it takes so long to obtain, what is, after all, a fairly commonplace mineral?
One would think, that, when the watches are manufactured, 'spare' dials would be stored for future use.
As you say, 1-2 years is preposterous!

[MSchott]

Originally Posted by SoTaxLaw

The OP has a serious collection. His call should be enough. This is a customer you need to keep.

I hope the dealer takes care of him in some way but if Rolex doesn’t have the stone for the dial, there’s nothing that can be done to expedite delivery.

[SearChart]

Originally Posted by Lt Virgil Hilts

Any idea Bas, why it takes so long to obtain, what is, after all, a fairly commonplace mineral?

One would think, that, when the watches are manufactured, 'spare' dials would be stored for future use.

As you say, 1-2 years is preposterous!

There's a very high failure rate in the manufacturing of stone dials. That and the fact that they make very little of them is somewhat of an explanation.

[The Libertine]

Originally Posted by ras47

Just get a refund and move on. Losing the $40,000 sale is the only thing that might register with them. And thats a slim "might" even at that.

I agree. Cut your losses with this AD and get your money back.

[GsurgBM]

Originally Posted by Xelorpepsi

The AD mentioned a wait of up to 6 months, so I would wait first and ask for a refund when you hit the 6-month deadline. Not sure this AD is to blame as they most likely get whatever Rolex is willing to send them. Just slightly surprised, they can take the full amount upfront, but that's another debate.

It’s already been past 6 months. I ordered in November of 2018. Just didn’t start checking until past three months. Sorry for the confusion. It’s been over 8 months now.


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[pepsiretail]

So, no mention of whether the AD demanded the full payment up front?

Besides being disappointed what is the frustration?

Full refund offered, explanation given.

Just make a decision based on the present information.

[brandog]

Why would you pay upfront when you know there is a shortage

[RHJ]

With your upfront paying your AD could have looked also into other ADs to get your watch.. He didn't move a finger for you! Get your money back and change AD!

[GsurgBM]

Originally Posted by zaydans

Sorry to hear this is causing you so much stress but in these situations I don’t know what’s more wrong, the AD for asking full price down without any inclination of a delivery timeline, OR the customer for handing over that much cash in the first place? They offered a refund so suggest you accept that and take your business to another AD.

To be clear it’s not like I had a choice (if I wanted this watch). They (AD) said because it’s a special order and an uncommon watch, it has to be paid for in full to order. And again, this dealer has always taken very good care of me. I have bought over 10 rolexes from them, not to mention probably more value in jewelry for my wife than total amount of money spent on watches. I know them personally. My wife grew up in their hometown. They call me and ask me if I’m interested anytime they get a hot model, before they make it available to the public.

So I don’t really think I could ask a lot more from them. And I don’t think there’s anything they can do about this. I think the rep has been stringing them along by telling them it will be ready in two or so more weeks repeatedly, then dropped the bomb on them that frankly he doesn’t know. But I do think somebody in higher management should hear about it. Is there any contact information anyone is aware of to either send a letter to Geneva or make a phone call etc?? Like I said, I’m not expecting it to change anything, but it would probably make me feel better. I’m not exactly the typical customer who comes in and buys one watch and never comes back. If they can’t be loyal to those of us who have been loyal to them, that’s a problem in my eyes. There are other options I have for spending my money.


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[MARGARITATIME]

Well you certianly dont have a cash flow issue. I would buy another watch to enjoy in the meantime and wait or get a refund. Nothing you haven't already thought of just an honest answer.

[GsurgBM]

Originally Posted by Investr

Call Nick Saban, he could make some calls for you.....;)

I assume Nick could probably get whatever he wants. But I think he wears a citizen chronograph. Nevertheless, I don’t think I’m going to get any help from him regarding this issue. Hopefully they’ll just go win me some games this season. That’s all I ask.


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[pepsiretail]

Originally Posted by GsurgBM

But I do think somebody in higher management should hear about it. Is there any contact information anyone is aware of to either send a letter to Geneva or make a phone call etc?? Like I said, I’m not expecting it to change anything, but it would probably make me feel better. I’m not exactly the typical customer who comes in and buys one watch and never comes back. If they can’t be loyal to those of us who have been loyal to them, that’s a problem in my eyes. There are other options I have for spending my money.


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So the AD is blameless, this is beyond discussion.

What exactly should higher management hear?

Who exactly has done you wrong and in what specific way?

[GsurgBM]

Originally Posted by brandog

Why would you pay upfront when you know there is a shortage

Because at the time when I told then what I wanted, they told me it would take them 3 to 6 months to get that. Because that is what the Rolex rep told them when they called and asked. So I paid for it and figured I could wait that long. I obviously did not give them the money thinking that it would never happen. That’s the whole point of the post.


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[rominvicta]

Originally Posted by GsurgBM

To be clear it’s not like I had a choice (if I wanted this watch). They (AD) said because it’s a special order and an uncommon watch, it has to be paid for in full to order. And again, this dealer has always taken very good care of me. I have bought over 10 rolexes from them, not to mention probably more value in jewelry for my wife than total amount of money spent on watches. I know them personally. My wife grew up in their hometown. They call me and ask me if I’m interested anytime they get a hot model, before they make it available to the public.

So I don’t really think I could ask a lot more from them. And I don’t think there’s anything they can do about this. I think the rep has been stringing them along by telling them it will be ready in two or so more weeks repeatedly, then dropped the bomb on them that frankly he doesn’t know. But I do think somebody in higher management should hear about it. Is there any contact information anyone is aware of to either send a letter to Geneva or make a phone call etc?? Like I said, I’m not expecting it to change anything, but it would probably make me feel better. I’m not exactly the typical customer who comes in and buys one watch and never comes back. If they can’t be loyal to those of us who have been loyal to them, that’s a problem in my eyes. There are other options I have for spending my money.


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Come to your senses and calm down. What is you AD to be blamed for? Sometimes delays happen. It is not an industrial dial so to say. It is a very particular one. If you are patient then it will one day be delivered and will become even more precious for your wife. That will leave good memories and she would be one of the rare few that have it.

[nick c]

Wow, you are a vip customer and they Treat you like this.

[BrazenC5]

Originally Posted by pepsiretail

So the AD is blameless, this is beyond discussion.

What exactly should higher management hear?

Who exactly has done you wrong and in what specific way?

Seems pretty clear to me that he's frustrated with the rep's deceptive communication to the AD, rather than being upfront about the situation.