Deceitful practice by Tudor AD help contscting Tudor HQ

[watchbowl]

Just send it back to start the process rolling. Even if they don’t refund you for postage you are still better off with the VAT refund than buying at home.

It shouldn’t of come in that plastic bag though. Mine came in the standard Rolex plastic coffin.

[brucethemanlee]

I think the AD is lying

It would honest mistake IF the watch is sold as pre-owned because in my opinion if the original bracket has been removed or swapped out for another customer to try on options then that’s USED.

If they said pre-owned and sold it as pre-owned at pre-owned prices then perhaps I can see mistake by AD

But if sold as NEW then there is no mistake by AD




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[desmoboy]

When you talked to the AD did they have an explanation as to how the wrong bracelet came to be put on the GMT they sold you?

[tyler1980]

Originally Posted by brucethemanlee

I think the AD is lying

It would honest mistake IF the watch is sold as pre-owned because in my opinion if the original bracket has been removed or swapped out for another customer to try on options then that’s USED.

If they said pre-owned and sold it as pre-owned at pre-owned prices then perhaps I can see mistake by AD

But if sold as NEW then there is no mistake by AD




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i disagree. I have had my AD size a bracelet when trying it on before and passed. Its still new, but i cant try it on properly when it doesnt fit. Ive also had straps put on. If you buy a display model then people will have tried it on, so where do you draw the line? If someone else has touched it?


Its like saying a new car is now a used car because someone else test drove it before you and the odometer doesnt read 0000.

[padi56]

Originally Posted by theomegaaddict

1) how would such a mistake happen where i am left with a scratched watch and wrong bracelet - honestly even getting the right bracelet sent isnt enough given the scratches and the hassle and the deceit

2) i would have to mail back by courier at my expense and wait around and hope that they send me the correct one eventually?

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Have you any proof of the AD being deceitful ???, as I find it hard to believe than any authorised AD would knowingly do anything like this to risk his dealership.

[Gary.]

Originally Posted by tyler1980

i disagree. I have had my AD size a bracelet when trying it on before and passed. Its still new, but i cant try it on properly when it doesnt fit. Ive also had straps put on. If you buy a display model then people will have tried it on, so where do you draw the line? If someone else has touched it?

You draw the line when an AD substitutes a bracelet from a completely different watch and then sells it as new without disclosing it.

You do not need to remove a bracelet to size it and I cannot imagine a way in which a diligent and honest AD could accidentally put the wrong bracelet on afterwards.

[AdamG]

Personally I would go direct to head office in Geneva.

Email them - direction(at)rolex.com

They are very helpful and will mediate the situation for you

[tyler1980]

Originally Posted by Gary.

You draw the line when an AD substitutes a bracelet from a completely different watch and then sells it as new without disclosing it.

You do not need to remove a bracelet to size it and I cannot imagine a way in which a diligent and honest AD could accidentally put the wrong bracelet on afterwards.

if they had two watches for a side by side and they were different watches on a bracelet. The customer says "id like to see them on the Nato" ...AD then mixes them up when re-installing when customer passes. Its a more reasonable explanation vs the "AD did it on purpose"

[Burlington]

Originally Posted by tyler1980

i disagree. I have had my AD size a bracelet when trying it on before and passed. Its still new, but i cant try it on properly when it doesnt fit. Ive also had straps put on. If you buy a display model then people will have tried it on, so where do you draw the line? If someone else has touched it?


Its like saying a new car is now a used car because someone else test drove it before you and the odometer doesnt read 0000.

Agree - I don’t think new dictates unworn or untouched, just as per your examples above. Sure, it’s nice to know it’s never been handled etc. but not really feasible at all in a sustainable business where trying something on is desired before purchase. Same goes for clothes and shoes too.

But if there is damage then it should have been spotted before leaving the store and if wanted a discount negotiated for that the buyer was comfortable with. Or don’t buy.

As to not knowing which bracelet should come with a particular reference, (especially if they are similar) I don’t think anyone can be blamed for that, but it does sound like a reasonable offer from the store. Return shipping fees are the cost of doing business away from home in this instance.

[tyler1980]

Originally Posted by Burlington

Agree - I don’t think new dictates unworn or untouched, just as per your examples above. Sure, it’s nice to know it’s never been handled etc. but not really feasible at all in a sustainable business where trying something on is desired before purchase. Same goes for clothes and shoes too.

But if there is damage then it should have been spotted before leaving the store and if wanted a discount negotiated for that the buyer was comfortable with. Or don’t buy.

As to not knowing which bracelet should come with a particular reference, (especially if they are similar) I don’t think anyone can be blamed for that, but it does sound like a reasonable offer from the store. Return shipping fees are the cost of doing business away from home in this instance.

id ask for a discount for damage sure. Not because it was tried on or bracelet removed or sized with links being added or removed, as really you shouldn't be able to tell anyway. Its way more common than people might think.

[Moggo]

They were probably preoccupied creating waiting lists for watches that the owners will never see as someone higher up the food chain takes them

This is 100% poor customer service whichever way you look at it. The AD should know the correct bracelet and make sure all is perfect before the customer leaves the store......it’s amateur at best.


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[Gary.]

Originally Posted by tyler1980

if they had two watches for a side by side and they were different watches on a bracelet. The customer says "id like to see them on the Nato" ...AD then mixes them up when re-installing when customer passes. Its a more reasonable explanation vs the "AD did it on purpose"

Sorry but I disagree.

And even if that extremely specific situation occurred and the AD wasn't competent/diligent enough to makes sure that they put the correct bracelets back on, they should be mortified by their mistake and do everything in their power to make the customer happy. That should not include stiffing the victim for shipping.

[theomegaaddict]

Originally Posted by AdamG

Personally I would go direct to head office in Geneva.

Email them - direction(at)rolex.com

They are very helpful and will mediate the situation for you

Thank you!

Ive been waiting for this info. Is this email good for tudor as well?

I will hold off a bit as they AD says they will come back to me with a better solution if possible but still good to have

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[padi56]

Originally Posted by theomegaaddict

Thank you!

Ive been waiting for this info. Is this email good for tudor as well?

I will hold off a bit as they AD says they will come back to me with a better solution if possible but still good to have

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Have you any positive proof of this AD being purposely deceitful ??????.

[Ssunnylee24]

Its beyond me how one can say its in any shape and bit of OPs fault.

[tyler1980]

Originally Posted by Gary.

Sorry but I disagree.

And even if that extremely specific situation occurred and the AD wasn't competent/diligent enough to makes sure that they put the correct bracelets back on, they should be mortified by their mistake and do everything in their power to make the customer happy. That should not include stiffing the victim for shipping.

my point is its a possibility. Why people are jumping on some conspiracy theory it was some shady business practice is just not warranted given the available information. An AD willfully doing this would not be an AD for very long and its not an expensive watch in the grand scheme of things so i fail to see what they gain vs what they would lose.

Its a mistake at this point to me. How they want to handle the return is a different issue.

[jaySL350]

Originally Posted by Malibuboy

I know, I am wearing one. I didn’t make any foolish or exuberant mistakes in my purchase.

Demand?

Please realize that any watch dealer or really any dealer of any kind relies upon their reputation. Their business is generally not ripping people off, because that model doesn’t sustain. People seem to miss this often on this forum.

Nicest shopper? Me? No. Not at all. Do you really think that based on my comments? I am however one well prepared buyer. It is to my advantage to avoid mistakes. Your profit comes from how buy, not how you sell. I do not buy expensive things on a whim in foreign countries either.

I will not be making snarky comments on the obvious lack of diligence by the OP.

Nope.

With respect " snarky" lol,,,,,
Pretty sure you mean sarcy as in sarcastic,,,,,
Queens English old chap,,,,,,

[AdamG]

Originally Posted by theomegaaddict

Thank you!

Ive been waiting for this info. Is this email good for tudor as well?

I will hold off a bit as they AD says they will come back to me with a better solution if possible but still good to have

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Email head office directly, you can tell the AD that you are making a complaint via Geneva (including mangers & sales assistants full names)

They will treat you VERY differently!

[Easy E]

Originally Posted by padi56

Have you any proof of the AD being deceitful ???, as I find it hard to believe than any authorised AD would knowingly do anything like this to risk his dealership.

I think you would be shocked. To perfectly qualify my position, I have exactly no knowledge of this situation other than what Was posted, but I am suggesting that if it walks like a duck, a quacks like a duck, you can safely assume you are dealing with a duck.

Maybe the figured this guy was from way out of town, had no idea what he was buying, and the were going to skate clean.

Of course I don’t know that for sure, but many an AD in many a vertical have done similar.

[Stevec14]

I haven’t read all of this, but a mail to Tudor hq could help. You have a rsc in Dubai right? If so tell them you’d be happy to take it there to have the issue rectified and they could swap out the bracelet. Cc the ad who can confirm the situation if need be and you might get a result.

Things happen and mistake or not at least they are trying to do the right thing.


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[tommy91]

I don't think it was a mistake at all as other have said.

[padi56]

Originally Posted by Easy E

I think you would be shocked. To perfectly qualify my position, I have exactly no knowledge of this situation other than what Was posted, but I am suggesting that if it walks like a duck, a quacks like a duck, you can safely assume you are dealing with a duck.

Maybe the figured this guy was from way out of town, had no idea what he was buying, and the were going to skate clean.

Of course I don’t know that for sure, but many an AD in many a vertical have done similar.

Again have you got any direct proof of any official Rolex AD doing this or similar.

[Rolly.BT]

When you spend thousands of dollars on a brand new watch and it comes on a different bracelet, means it has been altered which in my book is not original.
This is NOT a pre-owned watch people.

Just imagine buying the submariner on a riveted bracelet?

As far as I can tell that this is deceitful and as an authorized dealer they should do all that can to rectify this "mistake". (what a joke)

The OP has every right to be upset. I'd call out Tudor to question the business practice of this particular AD.

[AdamG]

Imagine if the OP hadn’t noticed,
then sent the piece off to Tudor a couple of years down the line for servicing.

Tudor would kick up a big stink,
And a replacement bracelet would be included on the bill.

[tyler1980]

Originally Posted by AdamG

Imagine if the OP hadn’t noticed,
then sent the piece off to Tudor a couple of years down the line for servicing.

Tudor would kick up a big stink,
And a replacement bracelet would be included on the bill.

Sending it to Tudor... no way. Don’t they charge the same as Rolex at RSC for service? Two services almost buys another Tudor

Service cost as a percentage of actual watch value is absurd

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[yxc145]

Originally Posted by padi56

Have you any proof of the AD being deceitful ???, as I find it hard to believe than any authorised AD would knowingly do anything like this to risk his dealership.

Originally Posted by tyler1980

my point is its a possibility. Why people are jumping on some conspiracy theory it was some shady business practice is just not warranted given the available information. An AD willfully doing this would not be an AD for very long and its not an expensive watch in the grand scheme of things so i fail to see what they gain vs what they would lose.

Its a mistake at this point to me. How they want to handle the return is a different issue.

Originally Posted by Easy E

I think you would be shocked. To perfectly qualify my position, I have exactly no knowledge of this situation other than what Was posted, but I am suggesting that if it walks like a duck, a quacks like a duck, you can safely assume you are dealing with a duck.

Maybe the figured this guy was from way out of town, had no idea what he was buying, and the were going to skate clean.

Of course I don’t know that for sure, but many an AD in many a vertical have done similar.

Read below thread, post #27.
https://www.rolexforums.com/showthread.php?t=613128

The AD intentionally swapped out bracelet to be able to make an immediate sale. I know it was a Datejust. Not a hot, new GMT, but still..
Even if the dealer, indeed, made a mistake in this case. They should fix the issue, including replacing the bracelet and the very minimum, covering the shipping both ways.

[jhunter3]

Originally Posted by Gary.

Sorry but I disagree.

And even if that extremely specific situation occurred and the AD wasn't competent/diligent enough to makes sure that they put the correct bracelets back on, they should be mortified by their mistake and do everything in their power to make the customer happy. That should not include stiffing the victim for shipping.

Agree 100%.

I wouldn't necessarily jump to the conclusion that it was shady, but I would need an explanation as to why it happened, more than just "oops, our bad." I'm willing to give them the benefit of the doubt, but with all the AD criticism that goes on here, I'm confused about the posts making excuses and constructing all these theoretical situations letting the AD off the hook for making it right, whether it's an honest mistake or not.

[Malibuboy]

Originally Posted by jaySL350

With respect " snarky" lol,,,,,
Pretty sure you mean sarcy as in sarcastic,,,,,
Queens English old chap,,,,,,

??? WTF...

Are dictionaries not available where you are?

Before you come at me, make sure you can use the “Queens English” properly, jerk.

From the dictionary;

Snarky : an attitude or expression of mocking irreverence and sarcasm.

[redsubby]

Originally Posted by rolexinfl

The AD is absolutely not making this right and is not taking on this issue properly. "Making it right" is a complete replacement with the proper bracelet with shipping paid by the AD both ways and leaving the customer paying nothing.

To say a customer needs to fully inspect a brand new luxury good to make sure it's 'ok' is asinine.

What if someones wife went to this AD to buy her husband a watch, but she is not a WIS or a watch aficionado? Is duping her into the wrong item OK with you?

Why you keep defending the AD is a mystery, it's flat out ridiculous.

This is not a paltry matter like someone complaining their watch is +3 secs fast and being pedantic, this is an entire physical piece of the watch which is incorrect.

This.
I would still be very pissed even if the store offered shipping both ways on replacement bracelet, as the watch didn't come original and it was bought from an AD.
Anyway, whether it was done purposely or not, the store has to do a lot more than this, to make it right.

[cdmorenot]

I didn't get a chance to read all 149 replies but here is my humble opinion.

The AD where you bought it tried to pull a quick one on you.

There is no way that this was a mistake. They probably had a strap version and a spare bracelet sitting in the back and probably sold this to you as a bracelet version.

Screw them, dispute the charge under "consumer" - Product or Service damaged or not as described and send that thing back to them and get proof of delivery.

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