Odd Happening Last Week at My AD With my YM purchase NO Papers or Card

[Coronette]

She brings the watch out opens the box and starts taking the stickers off of it and then opens the box again and grabs the booklet and card wallet and says we are going to have to mail you new booklets and card end of story. Nothing more said. So im thinking WTF? Never got a viable explanation and now after the fact im getting concerned. Anyone have a take on this? Could the watch have been sold to someone else and the original card registered to them? Does the card come after the watch? I have never experienced this before and I have half a notion to call Rolex on Monday and report it. It makes me nervous to spend $17K and get no Rolex documents

[Gearjockey]

Originally Posted by Coronette

She brings the watch out opens the box and starts taking the stickers off of it and then opens the box again and grabs the booklet and card wallet and says we are going to have to mail you new booklets and card end of story. Nothing more said. So im thinking WTF? Never got a viable explanation and now after the fact im getting concerned. Anyone have a take on this? Could the watch have been sold to someone else and the original card registered to them? Does the card come after the watch? I have never experienced this before and I have half a notion to call Rolex on Monday and report it. It makes me nervous to spend $17K and get no Rolex documents

So after you paid with a credit card or whatever, they essentially withheld the warranty and instruction manual?

I would’ve said I want a refund right then and there.

[Coronette]

Originally Posted by Gearjockey

So after you paid with a credit card or whatever, they essentially withheld the warranty and instruction manual?

I would’ve said I want a refund right then and there.

Yes this is what happened. This is an AD in Madison Wi that I have purchased from before.

[Ravager135]

I don’t know what the underlying reason is, but I would have declined and asked for a refund. I can almost understand ADs removing stickers to discourage re-selling, but even then I find the process ridiculous. An AD withholding or shipping any part of the box, warranty, booklet, hangtags would be something that would prompt me to take my business elsewhere.

I have seen ADs make an error when completing the warranty card, but they were able to reprint one or fill out a new one then and there. Whatever is going on here is a huge red flag. The booklets are all the same.

[Daytona king]

This happened in the United States? Never heard of this before. Why not just call the AD and ask the manager. No need to make it more than what it is. I agree it’s annoying but I find it hard to believe you won’t get the card.


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[Old Geezer]

It’s definitely weird but it’s done now. Do your best to enjoy your watch and move on. Reporting isn’t going to do anything and if someone took action and contacted the AD, you’ve burned that bridge.
You could always stop by when you receive your documents to confirm you got them and casually ask what happened? They may or may not tell you but at least you know you tried.

[Coronette]

Originally Posted by Daytona king

This happened in the United States? Never heard of this before. Why not just call the AD and ask the manager. No need to make it more than what it is. I agree it’s annoying but I find it hard to believe you won’t get the card.


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Ooh I did and got this lame answer that the card was missing but I did see her remove it and the booklets still in the zip lock bag. I can't confirm the card was there but why take the booklets and the wallet anyway? She then stated that Rolex has shut down for the Holidays and it might be some time before it arrivers. The more time passes the more fishy it gets.

[Coronette]

Originally Posted by Daytona king

This happened in the United States? Never heard of this before. Why not just call the AD and ask the manager. No need to make it more than what it is. I agree it’s annoying but I find it hard to believe you won’t get the card.


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Yes Madison Wisconsin AD I won't mention names but its easily found on google.

[Portofino2023]

I've know that AD for almost 20 years-high credibility people. I would not immediately assume the worst here-more likely than not some stupid mistake was made and they are in the process of fixing it.

[Ravager135]

This is odd. Just saying. If you’re happy that’s all that matters, but this isn’t standard operating procedure. I’m very friendly with my AD. Rolex is extremely particular when it comes to how sales staff even speak about Rolex. I’ve been in the store during training where they go over using very specific terminology like “Rolesor” when speaking with customers. I highly doubt whatever happened with your purchase what should have been done.

It doesn’t mean something is wrong. But it’s just very unusual.

[Coronette]

Originally Posted by Portofino2023

I've know that AD for almost 20 years-high credibility people. I would not immediately assume the worst here-more likely than not some stupid mistake was made and they are in the process of fixing it.

Im hoping you are right. You know they Lost the Rolex franchise in Rockford about a month ago. That's how I ended up in Madison

[Littlelad2]

I would say they need to keep a certain amount of "stock" on site, and it only registers as sold once they complete the warranty card.

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[Daytona king]

Originally Posted by Coronette

Yes Madison Wisconsin AD I won't mention names but its easily found on google.

I would just speak with the manager and tell them you need the card within 30-45 days. If they can’t make that happen you want to swap this one out for a full set that you paid for. Not worth burning your relationship over this. I know my AD would 100 percent make it right.


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[KatGirl]

There have been several other similar stories. It’s possible someone else was about to purchase the watch, and changed their mind after the card was already filled out, or the card was accidentally lost. I’m sure you have your receipt. Rolex can issue a new card. As annoying as it is, I wouldn’t stress about it. It will all work out. Enjoy your new Yachtmaster.

Kat


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[Ancreo]

I purchased a Sea Dweller a couple years ago and the AD didn’t have the warranty card. They discovered the card for my watch had been mixed up with another that had already sold. They fixed it but it took a couple months.

They told me they lost the Rockford franchise because it was “too close” to other authorized dealers. I’m sure there is more to it than we decided you’re too close.

[ArtNouveau]

This makes me curious as to how the AD actually receives the warranty card. We all know the watch itself comes in the “coffin” and I believe the white inventory tag is in there. The presentation box and booklets are separate and generic but the warranty card is not generated at the AD.
It does sound odd like maybe they lost yours or mixed it up. I know a replacement would only come from RolexUSA itself.

[bluestreak]

Originally Posted by Coronette

Yes Madison Wisconsin AD I won't mention names but its easily found on google.

There’s only one AD is Madison, lol.

[Coronette]

Originally Posted by bluestreak

There’s only one AD is Madison, lol.

Exactly

[Coronette]

Originally Posted by Ancreo

I purchased a Sea Dweller a couple years ago and the AD didn’t have the warranty card. They discovered the card for my watch had been mixed up with another that had already sold. They fixed it but it took a couple months.

They told me they lost the Rockford franchise because it was “too close” to other authorized dealers. I’m sure there is more to it than we decided you’re too close.

Well I was told Rolex was just not sending them enough inventory to warrant
the cost of the elaborate build out Rolex wanted for Tudor and Rolex at Rockford. Rolex even made them take the name Rolex off the face of the big decorative clock built into the bricks over the front door LOL. This is the same dealer that I was #1 on the Celebration list and they got 3 YES I said 3 Rockford got one and Madison got 2 AND I GOT NOTHING more AD list lies. So I kind of lost some love for these people.

[returntorolex]

Mayors held the warranty card for 30 days after I bought my Starbucks a few years ago. They said the warranty card and appraisal comes out of the corporate office. Not a flipper so really didn’t impact me.

[Michael T]

I had this happen to me when I bought one of the first 116622 Yacht-Masters. I had bought enough watches from this AD that it was not an issue. My guess was someone bought it and brought it back.

[Solo118]

I picked up a GMT Root Beer once and the AD got the wrong card from Rolex. Took a couple of weeks, but they sent it to me in the mail. I was not in doubt, or anything like that I just said I trust them and got it as promised

[Robf52]

A bit strange, but given it's a legit AD I would not stress about it; it should work itself out. It would be nice to get an explanation when the dust has settled.

[Dan Pierce]

Had the same experience as the OP when I purchased my blue Pelagos from my local AD back in 2020. The stickers were being removed before I realized and the AD explained they were required by Rolex/ Tudor to remove them after seeing my reaction. The warranty card arrived about a week & a half later. There were still a couple hidden stickers I found to satisfy that itch.
dP

[Bxtek]

I've heard of AD's withholding the warranty cards for awhile after purchase, but odd that they would take the booklets too? I understand the sticker removal, as my AD does that and says that it's their rule. Obviously to deter flipping. However....Did you complete payment before she started removing the stickers? Sounds like she just started removing them right away. Usually, stickers aren't removed until the payment has gone through to ensure that there will be a sale.

If she took the card and booklets AFTER you paid, I would have demanded them back or demanded a refund right there. She should have told you that she was going to take those items BEFORE you paid. This whole thing is definitely odd.

Congrats I guess on your new YM. Sorry to hear that this is not the euphoric experience as it should be right now. However, I hope everything works out in the end and that you do enjoy the watch!

[joli160]

It’s all part of the AD experience whereby they make up their own rules.
If you are happy with the watch don’t sweat it. You will get the card

[ChronoZach]

Op, I’ve never heard or seen anything like this before at any AD. Since you are a client of this AD for a while , I would give them a chance to make it right, if this doesn’t happen then I would ask for a refund or an exchange to a full set piece of the same model.

I don’t think the AD is trying to cheat you, obviously something happened there was a mistake or they sent the wrong card or it was misplaced. They should have been upfront with you about this, these things really @#$& me off, why is it so hard to tell the truth or full disclose something when it effects the material value of something.

Cheers,

[Coronette]

Originally Posted by Bxtek

I've heard of AD's withholding the warranty cards for awhile after purchase, but odd that they would take the booklets too? I understand the sticker removal, as my AD does that and says that it's their rule. Obviously to deter flipping. However....Did you complete payment before she started removing the stickers? Sounds like she just started removing them right away. Usually, stickers aren't removed until the payment has gone through to ensure that there will be a sale.

If she took the card and booklets AFTER you paid, I would have demanded them back or demanded a refund right there. She should have told you that she was going to take those items BEFORE you paid. This whole thing is definitely odd.

Congrats I guess on your new YM. Sorry to hear that this is not the euphoric experience as it should be right now. However, I hope everything works out in the end and that you do enjoy the watch!

Yes it all happened AFTER the check was written. Im also thinking the watch may have been sold prior to my buying it hence the card debacle.

[Daytona king]

Originally Posted by Coronette

She brings the watch out opens the box and starts taking the stickers off of it and then opens the box again and grabs the booklet and card wallet and says we are going to have to mail you new booklets and card end of story. Nothing more said. So im thinking WTF? Never got a viable explanation and now after the fact im getting concerned. Anyone have a take on this? Could the watch have been sold to someone else and the original card registered to them? Does the card come after the watch? I have never experienced this before and I have half a notion to call Rolex on Monday and report it. It makes me nervous to spend $17K and get no Rolex documents

I’m wondering if this was a display model and they need to get the card. I think I recall my AD telling me that the watches are sent for display but the cards are sent and activated at a later date and then the watch can be sold.

Maybe the sold the watch before obtaining the card. I bet they “hold” the card until Rolex sends them the card. It should have the correct sales date on it as well.

It totally slipped my mind that Rolex is selling all of their exhibition watches now. Don’t get me started on how I don’t like this new policy/standard. If I’m buying a brand new watch I don’t want hundreds of people touching it and what not.


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[hutch300]

Its odd without explanation but I would not be worried. It will be sorted and you have the most important part... the watch.