Shocking Customer Service @ UK AD

[Danny83]

Do you have facial tattoos ?

[rrlx]

Happened to me in a local reseller and I said 'Thank you for your time, i'll go elsewhere' then got up and left.

They don't treat you well, they don't get your money. Simple as that!

[The Argonaut]

Originally Posted by Peter99

In all of the Rolex AD’s I have visited in the U.K. they tend to be, how shall we say: ‘Posh’ Places.
You know: Port Out Starboard Home type. BMW & Merc Showrooms are similar places. In these smart surroundings, men and girls in sharp suites circulate looking very busy and efficient.
So when I have the ocassion to visit these places, to my own interest, I tend to ‘smarten up’.
i.e. I don’t wear trainers or saddles, shorts, wear brightly coloured shirts, try not to look scruffy and generally such, not to lower ‘the tone’ of the atmoshere these outlets wish to create.
I have always thought that if you respect an environment, the environment will respect you.
My local Mall AD lost a yellow Rolex to a fast runner. Not the first, nor the last no doubt. AD’s don’t forget!

There is some truth here. However, with the greatest of respect, you are there to buy their product. I'm all for dressing and behaving appropriately, but this is not a job interview. This is not appearing in couer before a judge. Its a simple commercial transaction. They sell. You buy. This to me is the difference between excellent AD's and poor ADs. No AD should be judging you. Ever. I know of high wealth individuals who dress very, very casually, and could buy entire AD's outright. They don't flaunt their money, and may walk into a PP boutique with a Smartwatch or a quartz Timex. They never judge a client based on looks (unless they literally turn up naked or wearing bin bags!). Poor ADs have their head a little too far up where the sun doesn't shine and take their position too seriously. They sell watches. They are not purveyors of eternal life, or offering a cure for cancer.

[subtona]

Very disappointing treatment.

The AD exists to serve their customers, when they forget that detail business slides.

[The Argonaut]

Originally Posted by subtona

Very disappointing treatment.

The AD exists to serve their customers, when they forget that detail business slides.

Absolutely.

[JoshT]

Originally Posted by hsm

a hypothetical here,

if all things had been, as you felt they should have been,

would you have bought it, bearing in mind you had one on your wrist already?

If i really liked the watch and the price was right, then yes.

[JoshT]

Originally Posted by Danny83

Do you have facial tattoos ?

Well obviously I must have "MUG" Tattoo'd across my forehead!

[Nairn1980]

Originally Posted by JoshT

Well obviously I must have "MUG" Tattoo'd across my forehead!

[hsm]

Originally Posted by JoshT

If i really liked the watch and the price was right, then yes.

the price would have been a couple of hundred off, no more.

[DavidUK]

Could I recommend Johnsons of Nuneaton to those in the W.Mids.

My wife and I have never been made more welcome in any high end retailer, let alone an AD. Absolutely no snobbishness. I always went in jeans and a T-Shrt. Treated with respect from the first visit. Then had to come back twice more for my wife to decide on which DJ31 to buy. No pushiness. Tea, coffee, champagne, and... chocolate Hobnobs!! A lovely jovial atmosphere and we got on with Derek like a house on fire.

I have been to Goldsmiths in the Bull Ring, Tarratts of Rugby, Pragnells S-U-A, and all were OK but Johnsons are on a completely different level. If there was an award for best UK AD they would win hands down.

If you want the best Rolex experience it's worth the trip to see them.

I subsequently went back to buy my DJ41, took my father's 1968 Speedy Pro for service (Omega AD too, excellent, off to Switzerland and back), and they currently have his mid 17th century long case clock for repair after it dropped a weight.

I cannot praise Johnsons highly enough.

[jaySL350]

Originally Posted by AK797

Ouch. I would have had to fight hard not to take that magazine and give the little sheet a clip round the head.

The Above,,,,,
Awful way to treat a customer,,,,

[Devildog]

Originally Posted by Nairn1980

There are a few Aurum Group shops near me and they seem to differ greatly.

I’ve experienced ones where they’re ultra professional but lack a personal touch and as a result it looks like they’re looking down on you.

For New rolex customers, some of these must be slightly intimidating to walk into. If the Rolex brand wasn’t so strong and the product wasn’t as in demand, they may have to change their tune slightly.

It’s a funny one mate for sure.

WoS in Glasgow have been fantastic with me. We’ve even been out with the staff there and see them as friends.

Laings (an independent for those who don’t know) were more distant (but professional) until I went to their event recently. Now they know me it’s very different.

There is absolutely no excuse for not being professional, but I do see tyre kickers all the time and it must be difficult for the staff to have to deal with time wasters as often as they do.

Having said that the OP was treated unacceptably in my mind and 5 minutes of courtesy costs nothing. And of course you never know who someone really is.

Saw the most unlikely bloke buy a platinum DD the other day with a debit card.

Never judge a book and all that

[scoot4nat]

Originally Posted by Devildog

It’s a funny one mate for sure.

WoS in Glasgow have been fantastic with me. We’ve even been out with the staff there and see them as friends.

Laings (an independent for those who don’t know) were more distant (but professional) until I went to their event recently. Now they know me it’s very different.

There is absolutely no excuse for not being professional, but I do see tyre kickers all the time and it must be difficult for the staff to have to deal with time wasters as often as they do.

Having said that the OP was treated unacceptably in my mind and 5 minutes of courtesy costs nothing. And of course you never know who someone really is.

Saw the most unlikely bloke buy a platinum DD the other day with a debit card.

Never judge a book and all that

I find it's just your luck. My first encounter buying an expensive watch was when I was an absolute novice and didn't know what an automatic movement was! In Mappin & Webb in Glasgow they couldn't have been more helpful and I've generally found the service to be of a high standard.

In Laings my first experience with Rolex was when I knew little of the brand and wasn't in a position to buy. The service was exceptional. Today I went in to see where I was on the waiting list for a BLNR and to have a look at a DJ. The service was pretty cold despite the fact that the knew I'd recently dropped over £6k with them.

WOS I've found to be ok although and generally quite helpful although the salesperson assumed I had next to no knowledge which tends to bug me.

I've had an excellent relationship with Rox where I've purchased engagement and wedding rings. They're are AD for AP although I've never talked watches with them.

Ultimately I think it comes down to a bit of luck. I tend to try and open the conversation with a clear request intended to portray a good level knowledge, usually a quick chat about seeing a specific model and perhaps referencing the 41mm aspect for instance. This usually commands a decent level of engagement (although it fell on deaf ears today).

Also today I spent a good hour talking all things Rolex with a non-AD and it was great fun especially with a fellow Glaswegian. I'd generally say the level of service I've received over the years has been to a high standard but we're all human and there will always be variance due to multiple (and complex) factors.

Sent from my SM-G950F using Tapatalk

[harvey]

Tony did Goldsmiths ever get back to you?

[SC11]

Funnily enough I go between an independent AD and a GS.

The independent is great but his supply is far less then the GS, luckily I know the sales guy at GS as like above the staff above him change on what appears to be a monthly basis.

He fights my corner so has managed to keep me towards the top of the list on most releases but the amount of broken promises by management is ridiculous, and the amount of these managers ‘friends’ getting high demand pieces is a little suspect!

[wb55]

Originally Posted by Kosgad

This thread is quite interesting. I would like to share my experience with the forum.

After buying 2 watches (explorer 1 and sub in 3 months) from a Rolex AD, I asked for the Rolex magazine(submariner edition). I was told that the magazine's were for VIP customers!!!! Not sure who comes in that group? Those who buy PM watches???. It is very poor that after spending huge money, we still get bad service from AD

Haha, what an insult!

[behardt]

I would have said "great, let's do 10AM tomorrow. Here's the address for my office. You bring the bagels. I'm so glad you guys finally figured out customer service - I was starting to think you guys really sucked..."

And then I would go to my local grey...

[HORNBLOWER]

A polite letter to her boss stating your experience at the shop and your intention to purchase at that time (but not now) will soon cool her jets.

[Rolex fan 61]

Ive never made an appointment from any dealer to view any watch????