Forget Me Not

[LateLearner]

Asking for a friend—

Rolex watch dropped off at AD for RSC service. Watch was purchased at same AD.

Fourteen (14) weeks later, owner emails the SA who took the watch, asking for an update, and gives notice owner may drop by that afternoon.

For months before drop off, owner and SA had multiple in-store discussions about owner’s interest in a new Rolex. SA assured owner he was on “the list.”

During the same 14 week service period, owner emailed SA with other Rolex questions, none of which were acknowledged or answered.

Owner drops by within an hour of the email, and asks the same SA what is taking so long. It’s been 14+ weeks.

SA checks in the back and comes out with owner’s Rolex, saying it just came in.

Warranty card is dated 6+ weeks earlier. Date on service card was eight (8) weeks after drop off.

Owner later emails SA to give him opportunity to deny watch had been sitting in the back 6+ weeks until owner came in for answers. No reply.

“You” are the owner, what happens next?


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[Chewbacca]

Chalk it up to a poorly run store and don’t revisit. I mean, you could send a strongly worded letter but then they won’t read it for 6-8 weeks anyway.

[LateLearner]

Originally Posted by Chewbacca

Chalk it up to a poorly run store and don’t revisit. I mean, you could send a strongly worded letter but then they won’t read it for 6-8 weeks anyway.

And, only after I show up without a smile.


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[anodyne13]

I make a mental note to try and find a better SA and if not just factor this type of service into future decisions. Not sure what owner is trying to accomplish? To get an apology? Forcing people to give you an apology usually does not help anything and usually worsens a relationship.

[Apwillard1986]

The right move here is to move on.


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[The Stifmeister]

Move on.

Next time send in the watch yourself directly. Cut out the middle man and also find a new SA or AD to deal with.

[Podmornica]

Who knows, perhaps he was hoping you (your friend) will never show up to pick up the watch ..

[TimeAZ]

Human error meets 1st world problems.
Don't make such a big deal out of it?
Bigger problems in the world.

Move on.

[Easy Rhino]

Weird at a minimum.

But certainly poor customer service.

Whether inadvertent or intentional, the AD is unconcerned about you as a customer, as well as presumably others/all.

[AlabamaLawyer1988]

What would I do if I were the owner? I’d go home, enjoy my watch and never go back to that AD, unless of course it was to use the restroom and not flush or something, though there is a waitlist for that, too, I’m sure, especially at this AD.

Seriously, there aren’t many viable options for the owner. There is nothing criminal here so nothing to be done on that end. You could sue but you’d have to prove damages and those are what? That “but for ADs apparent oversight, you’d had your watch back earlier? Fair enough, but what is that worth at trial? Good luck with making a jury feel sorry for a guy who had to wait six weeks too long for his Rolex back from service.

However, I hear that there is this way cool thing called a google review! You know what to do!

-DM


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[MickCollins1916]

Poor customer service, yes, but owner’s damages are…what, exactly? Annoyance?

Not sure any form of redress is available or should be expected. Life’s too short and owner should move on.

[dannyp]

Probably SA trying to figure out how to handle the fact that RSC violated owner's strict "do not polish" instructions, not wanting to be on the hook for a new watch or $10,000 penalty.

[m j b]

I don't get this at all.

I'm reminded of a follow-up call from my car salesperson after I received the car that I purchased long-distance, unseen, relying on their answers to my questions.

I was unhappy. It's a car dealership, the deal is done, so it's not like they're going to give me $500 back just because they are nice. And it's three states away, so I'm not bringing it back. I expressed my dissatisfaction with the salesperson who had misled me.

"Shall I have the manager call you?" she asked.

"Why?" I answered, "so he can lie to me too?"

And I hung up. Why waste any more energy or time with people like that?

[10XRolex]

This explains your handler name, "LateLearner". We all learn from our mistakes or from the mistakes of others. Should of sent it directly to the Rolex service center yourself instead of relying on others.

[Barada7]

Help the free market work, name and shame the offender, and never go back.

[Joearch]

Move on

[fsprow]

Originally Posted by Joearch

Move on

Yes and in the future deal with the RSC directly, not through an AD.

[RyanJ]

Yep. I just assume I am going to receive horrific customer service no matter where I go. I walk into a Rolex AD and expect to be treated poorly. Sometimes the service is great and sometimes it isn't.

I just stay nice and go with the flow. Unless something physically hurts me or causes me actual monetary damages that I think would be worth fighting to get back; I just chalk it up to "that's life" and move on.

[LateLearner]

Originally Posted by 10XRolex

This explains your handler name, "LateLearner". We all learn from our mistakes or from the mistakes of others. Should of sent it directly to the Rolex service center yourself instead of relying on others.

We all start somewhere.


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