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SoftwareDrone · 23 November 2011, 02:04 AM

I started this thread the other day:
http://www.rolexforums.com/showthrea...ight=Tourneaus
Basically Tourneaus scratched up my watch trying to install a new strap.
Well, the manager called me yesterday, told me to bring the watch down there so they could polish the scratches out of the lugs, and offered to give me a refund ($215) on the strap I purchased!
Well I am impressed!
So a big Thank You to Tourneaus for making things right.

Rolex Junky · 23 November 2011, 02:08 AM

Nice to read that this has been resolved promptly.

wantonebad · 23 November 2011, 02:16 AM

Glad it worked out!

Fifth Ave Rolex Man · 23 November 2011, 02:17 AM

Great!

azguy · 23 November 2011, 02:31 AM

Great news and it's what they should have done

maybe the 65,000 TRF members carry some weight as a group

Rags · 23 November 2011, 02:36 AM

That is what GOOD business is all about. It's called customer satisfaction.

cody p · 23 November 2011, 03:03 AM

Let's hope it's someone different doing the polishing.

Mickey® · 23 November 2011, 03:09 AM

Quote:

Originally Posted by SoftwareDrone

I started this thread the other day:
http://www.rolexforums.com/showthrea...ight=Tourneaus
Basically Tourneaus scratched up my watch trying to install a new strap.
Well, the manager called me yesterday, told me to bring the watch down there so they could polish the scratches out of the lugs, and offered to give me a refund ($215) on the strap I purchased!
Well I am impressed!
So a big Thank You to Tourneaus for making things right.

Did they see the post? How did they known to call you? I don't remember if you complained to them when it happened?

SoftwareDrone · 23 November 2011, 03:24 AM

Quote:

Originally Posted by Mickey®

Did they see the post? How did they known to call you? I don't remember if you complained to them when it happened?

I called the local store later on that day, but the manager was not in. I explained what happened to one of the employees, and she did say that she would relay the information, but I really didn't expect that to happen.

shirtguy · 23 November 2011, 03:37 AM

how were you able to prove that they scratched your watch?

roger0770 · 23 November 2011, 07:34 AM

i am glad to hear this. i never had a good experience at the big t , so i avoided it like a plaque. even during my recent visit to the rolex boutique in nyc, the guys there were not helpful nor polite at all. however, i visited the san francisco boutique this this past weekend hoping to see the new 42mm explorer 2. and the gentleman, RYAN, totally turned things around 180. he was helpful, knowledgeable, and most importantly, respectful. i am actually considering buying a watch from the big t. i can't believe i just said that. but yeah, the big t is slowly making things right.

petesjag · 23 November 2011, 08:01 AM

I cant see anything positive about this at all.
The fact that they scratched your Rolex at all is absurd! Can you imagine bringing your BMW to a dealership and finding that they have scratched a perfectly original paint job fitting a new tire? Should never happen...I would never do business with amateurs like them again...
Just imagine what the world would be like if we all offered this level of service no matter what field of work your in....

dddrees · 23 November 2011, 08:05 AM

Glad to hear. Sounds as you are satisfied and they made good on their mistake.

Elementa · 23 November 2011, 10:55 AM

I've never had a "terrible" experience with them and assume it generally has more to do with the store management than anything else.

ersnyder · 23 November 2011, 01:55 PM

Glad to hear they took care of it!

RedwinGV · 23 November 2011, 02:17 PM

Good to hear and better that you posted. Most of us are quick to rip on things, but a bit slow to point out the positives. Way to go. And glad that you're wearing a smile and a nice watch.

Keeperoftime · 23 November 2011, 02:23 PM

Quote:

Originally Posted by SoftwareDrone

I started this thread the other day:
http://www.rolexforums.com/showthrea...ight=Tourneaus
Basically Tourneaus scratched up my watch trying to install a new strap.
Well, the manager called me yesterday, told me to bring the watch down there so they could polish the scratches out of the lugs, and offered to give me a refund ($215) on the strap I purchased!
Well I am impressed!
So a big Thank You to Tourneaus for making things right.

Glad your happy.

Tourneau=Stink to me, but

subtona · 23 November 2011, 02:25 PM

hmmm cant say unpolished anymore.... how much is that worth on resale?

nice gesture of the strap.... if you want something done right, always seems you have to learn to do it yourself.

43builder · 23 November 2011, 02:26 PM

im glad that they took responsibility. its hard to believe that a place that is selling $500,000+ watches will scratch lugs.

anyway, fortunately it was resolved.

FeelingTheBlues · 23 November 2011, 02:28 PM

Good news Mike! That's pretty nice!

Actsulb · 23 November 2011, 02:34 PM

Glad to hear that they stepped up and took care of the issue. But they shouldn't have scratched it in the first place.

jonnyz1245 · 23 November 2011, 05:56 PM

Glad to hear they made it right.

I have heard a lot of negative things about the big T over the years but have had no bad experiences. I go to NYC and Vegas a couple times a year and always try to pop my head in as they have such a big selection. Only piece I ever purchased from them was a PAM 243 and that was back in the days when NO one discounted Panerai. At least no one I could find on either coast so I paid full boat.

They tried to replace a battery in my moms cartier tank last month and couldn't get the screws loose and suggested we send it off to Texas, so we did.

humvee · 24 November 2011, 12:08 AM

It should not have come to the manager calling you -- this should be store policy -- afterall, they should know that their clientele is is not the teenage g-shock crowd, and will be anal about their watches.

23 November 2011, 02:04 AM	#1
SoftwareDrone "TRF" Member Join Date: Mar 2011 Real Name: Mike Location: San Jose, CA Watch: <-- likes to Posts: 506	Tourneaus Redeems Themselves I started this thread the other day: http://www.rolexforums.com/showthrea...ight=Tourneaus Basically Tourneaus scratched up my watch trying to install a new strap. Well, the manager called me yesterday, told me to bring the watch down there so they could polish the scratches out of the lugs, and offered to give me a refund ($215) on the strap I purchased! Well I am impressed! So a big Thank You to Tourneaus for making things right. __________________ :-) Mike Rolex Submariner (Blue V, YG) Breitling Navitimer (Black SS) Rolex Daytona (Black V SS) Rolex GMTII Ceramic (Black V SS, Sold) Rolex Daytona (White Random SS, Sold) Girard Perregaux 8020 Ferrari (Yellow)

23 November 2011, 02:16 AM	#3
wantonebad 2024 SubLV41 Pledge Member Join Date: Nov 2007 Location: USA Watch: 126600, 116500LN Posts: 12,849	Glad it worked out! __________________ "I'm kind of a big deal... on a fairly irrelevant social media site that falsely inflates my fragile ego"

23 November 2011, 02:17 AM	#4
Fifth Ave Rolex Man Member Join Date: Nov 2011 Location: NYC area Watch: 16520A30 Posts: 538	Great! Last edited by padi56; 23 November 2011 at 02:38 AM.. Reason: Wanted to bold it, and it didnt bold it!

23 November 2011, 02:36 AM	#6
Rags 2024 Pledge Member Join Date: Jan 2009 Real Name: Chuck Location: SW Florida Watch: 16233,16610,214270 Posts: 11,196	That is what GOOD business is all about. It's called customer satisfaction. __________________ 16233 Y Serial Datejust 16610 Z Serial Submariner 214270 Explorer *114300 Oyster Perpetual* *76200 Tudor Date+Day*

23 November 2011, 08:05 AM	#13
dddrees "TRF" Member Join Date: May 2010 Real Name: Dan Location: USA Watch: This N That Posts: 34,253	Glad to hear. Sounds as you are satisfied and they made good on their mistake. __________________ When it captures your imagination, that's when you know you have found your passion. Loyal Foot Soldier of The Nylon Nation. Card Carrying Member of the Global Association of Retro-Grouch-Curmudgeons

23 November 2011, 02:08 AM	#2
Rolex Junky Banned Join Date: Apr 2010 Real Name: Lorenzo Location: Netherlands Watch: 116710LN & 116201 Posts: 849	Nice to read that this has been resolved promptly.

23 November 2011, 02:31 AM	#5
azguy Banned Join Date: Sep 2011 Real Name: ------- Location: ------- Watch: --------- Posts: 12,609	Great news and it's what they should have done maybe the 65,000 TRF members carry some weight as a group

23 November 2011, 03:03 AM	#7
cody p "TRF" Member Join Date: Jun 2008 Location: Canada Watch: Air-King 114200 Posts: 2,878	Let's hope it's someone different doing the polishing.

23 November 2011, 03:37 AM	#10
shirtguy "TRF" Member Join Date: Jul 2010 Location: ny Watch: sub-c Date Posts: 1,321	how were you able to prove that they scratched your watch?

23 November 2011, 07:34 AM	#11
roger0770 Banned Join Date: Nov 2009 Location: On Earth Watch: A Few Posts: 1,510	i am glad to hear this. i never had a good experience at the big t , so i avoided it like a plaque. even during my recent visit to the rolex boutique in nyc, the guys there were not helpful nor polite at all. however, i visited the san francisco boutique this this past weekend hoping to see the new 42mm explorer 2. and the gentleman, RYAN, totally turned things around 180. he was helpful, knowledgeable, and most importantly, respectful. i am actually considering buying a watch from the big t. i can't believe i just said that. but yeah, the big t is slowly making things right.

23 November 2011, 08:01 AM	#12
petesjag "TRF" Member Join Date: Nov 2009 Location: netherlands Posts: 2,177	I cant see anything positive about this at all. The fact that they scratched your Rolex at all is absurd! Can you imagine bringing your BMW to a dealership and finding that they have scratched a perfectly original paint job fitting a new tire? Should never happen...I would never do business with amateurs like them again... Just imagine what the world would be like if we all offered this level of service no matter what field of work your in....

23 November 2011, 10:55 AM	#14
Elementa "TRF" Member Join Date: Nov 2011 Location: Here and there Watch: Panerai, Rolex Posts: 289	I've never had a "terrible" experience with them and assume it generally has more to do with the store management than anything else.

23 November 2011, 01:55 PM	#15
ersnyder 2024 Pledge Member Join Date: Jul 2009 Real Name: Eric Location: Long Beach CA USA Watch: Rolex Explorer II Posts: 4,102	Glad to hear they took care of it!

23 November 2011, 02:17 PM	#16
RedwinGV "TRF" Member Join Date: Dec 2010 Real Name: Joe Location: Northville, MI,US Watch: Smstr 600m BigBlue Posts: 412	Good to hear and better that you posted. Most of us are quick to rip on things, but a bit slow to point out the positives. Way to go. And glad that you're wearing a smile and a nice watch. __________________ RedwinGV

23 November 2011, 02:25 PM	#18
subtona "TRF" Member Join Date: Jan 2011 Real Name: gus Location: East Coast Watch: APK & sometimes Y Posts: 26,550	hmmm cant say unpolished anymore.... how much is that worth on resale? nice gesture of the strap.... if you want something done right, always seems you have to learn to do it yourself. __________________

23 November 2011, 02:26 PM	#19
43builder "TRF" Member Join Date: Nov 2008 Real Name: Patrick Location: Cleveland/NoVA Watch: 116528 YG Daytona Posts: 808	im glad that they took responsibility. its hard to believe that a place that is selling $500,000+ watches will scratch lugs. anyway, fortunately it was resolved. __________________ Patrick Lewis Rolex Daytona 18K YG (M97 Serial) Rolex SS DAYTONA (On Order...it'll be a while) Omega Vintage 1970's 617 Movement

23 November 2011, 02:28 PM	#20
FeelingTheBlues "TRF" Member Join Date: Sep 2011 Real Name: Carl Location: Always moving Watch: If you wish... Posts: 22,039	Good news Mike! That's pretty nice! __________________ Mon corps c'est un pays en guerre sur l'point d'finir, Le général de l'armée de terre s'attend au pire, J'ai faim, j'ai frette, je suis trop faible pour me lever debout, On va hisser le drapeau blanc un point c'est tout. - André Fortin

23 November 2011, 02:34 PM	#21
Actsulb 2024 Pledge Member Join Date: Sep 2011 Real Name: Ali Location: California Watch: GMT II (Coke) Posts: 1,747	Glad to hear that they stepped up and took care of the issue. But they shouldn't have scratched it in the first place. __________________ A Crown for Every Achievement

23 November 2011, 05:56 PM	#22
jonnyz1245 2024 Pledge Member Join Date: Dec 2010 Location: Earth Posts: 2,324	Glad to hear they made it right. I have heard a lot of negative things about the big T over the years but have had no bad experiences. I go to NYC and Vegas a couple times a year and always try to pop my head in as they have such a big selection. Only piece I ever purchased from them was a PAM 243 and that was back in the days when NO one discounted Panerai. At least no one I could find on either coast so I paid full boat. They tried to replace a battery in my moms cartier tank last month and couldn't get the screws loose and suggested we send it off to Texas, so we did.

24 November 2011, 12:08 AM	#23
humvee Banned Join Date: Sep 2011 Location: Los Angeles Posts: 451	It should not have come to the manager calling you -- this should be store policy -- afterall, they should know that their clientele is is not the teenage g-shock crowd, and will be anal about their watches.

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