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Atl · 13 November 2009, 02:23 PM

As some of you know, I sent my new two month old Sub Date to Dallas for regulation under warranty. When it came back to my AD, Brown and Co. took it out of it's protective foam from Dallas and dropped in in a plastic baggie. It got scratched. they offered to polish it after I was shocked they would do such a thing, and they not only screwed that up, but the polishing wheel left a nice divot cut in the bezel. As I was about to go mental at this point, they took it back to the back, and after 5 minutes, came back and said that is as good as they could do, sorry. So I sent it back to Dallas for a new bezel and polish myself. My question is this:

1) I ask to have them pay the $295.00 Dallas is charging me to fix the damage. They could say no.
2) I could ask for a store credit for the bill. Don't really want one.
3) I could take them to small claims court, if they blow me off.
4) I could report them to Rolex USA, would that even help??? Is it even a threat, or does RUSA actually care how their customers are treated?

Ideas? Anything I am not thinking of? Watch should arrive Monday at my home, and NOT at Brown and Co.!!

Saxon007 · 13 November 2009, 02:43 PM

I would have demanded that they send the watch back to Rolex for repair on their dime since they damaged it. Since that option is no longer available I would present them with the bill with the clear understanding that if they do not pay for it you will not only report them to Rolex USA but will see them in small claims court.

Rags · 16 November 2009, 02:25 AM

Quote:

Originally Posted by Saxon007

I would have demanded that they send the watch back to Rolex for repair on their dime since they damaged it. Since that option is no longer available I would present them with the bill with the clear understanding that if they do not pay for it you will not only report them to Rolex USA but will see them in small claims court.

Thats exactly what I would do. The guy that took it out of the protector & DROPPED it in a plastic bag should be made to pay to have it fixed....

Atl · 16 November 2009, 07:00 AM

Quote:

Originally Posted by Rags

Thats exactly what I would do. The guy that took it out of the protector & DROPPED it in a plastic bag should be made to pay to have it fixed....

That is EXACTLY what I am doing, I went to Brown and Co. yesterday but the service manager is out till Tuesday, I'll know then what is next: excellent customer service or a fight.

mck22 · 13 November 2009, 02:46 PM

Sorry to hear about the bad luck. I would ask them to pay the bill for sure. Hope it all works out for you.

moviefreak · 13 November 2009, 02:47 PM

100% It was their fault... your property damaged in their place... Did you explained all that in a letter to RSC... if they knew that they would make the AD pay or do it for free.. RSC Customer Service is excellent. If you didn't send a letter call them back and explain the situation. AD should pay for shipping too... around 30USD...

Atl · 13 November 2009, 02:57 PM

Quote:

Originally Posted by moviefreak

100% It was their fault... your property damaged in their place... Did you explained all that in a letter to RSC... if they knew that they would make the AD pay or do it for free.. RSC Customer Service is excellent. If you didn't send a letter call them back and explain the situation. AD should pay for shipping too... around 30USD...

I did send a VERY detailed letter to Dallas, as well as phone calls, they were upset a dealer would do this, they have been nothing but kind, one of the service ladies said she was praying for me when she could hear I could barely speak, I had the flu at the time, VERY touching! I LOVE this RSC! And can't wait to get my watch back, but I do not like negative confrontation, and dread the visit with the bill to Brown And Co.

The $295.00 bill included shipping costs.

Speed · 13 November 2009, 03:01 PM

Quote:

Originally Posted by Atl

I did send a VERY detailed letter to Dallas, as well as phone calls, they were upset a dealer would do this, they have been nothing but kind, one of the service ladies said she was praying for me when she could hear I could barely speak, I had the flu at the time, VERY touching! I LOVE this RSC! And can't wait to get my watch back, but I do not like negative confrontation, and dread the visit with the bill to Brown And Co.

The $295.00 bill included shipping costs.

Would you rather eat the $295?

sakuraba · 13 November 2009, 03:32 PM

Quote:

Originally Posted by Atl

but I do not like negative confrontation, and dread the visit with the bill to Brown And Co.

I was going to suggest Judge Judy.

I would seriously consider small claims court if they screw you on this.

Good luck, David.

Wolfgang427 · 13 November 2009, 03:38 PM

I still don't know why people use AD's to send their watches to the RSC when you can do it yourself and avoid the middleman.

Have them(AD) pay the bill, they caused the damage.

walds11 · 13 November 2009, 08:32 PM

In this case, I would of made the AD send the watch, pay for the shipping charges and bill. Since David sent it, then he will most likely be stuck paying

(the AD already said no, so all of this is a mute subject).

Quote:

Originally Posted by wolfgang427

I still don't know why people use AD's to send their watches to the RSC when you can do it yourself and avoid the middleman.

Have them(AD) pay the bill, they caused the damage.

Speed · 13 November 2009, 02:47 PM

Your soon-to-be_Ex AD should pay the $295!!!

That is the LEAST they should do

omg · 13 November 2009, 02:56 PM

Very sorry to hear that, I think they will pay for the bill.
I bought my SD there, and they were pretty nice to deal with but I sent my DJ to Dallas myself though.
Good Luck!

moviefreak · 13 November 2009, 02:48 PM

I have no problem with beating my watches.. as long I am the one doing it...

smallcandle · 14 November 2009, 12:10 AM

I would insist on speaking with the owner, even if that means making an appointment. Then I would simply explain the chain of events from beginning to end and make them explain to me why they are not liable for damage that they caused to my watch. If they are an ethical business they will own up to their responsibility. If not, you will have to decide just how far you want to take this. Good luck and I hope they do right by you!

Black Bay Dan · 14 November 2009, 12:22 AM

I had a very similar experience, in that my AD scratched my beautiful (just Serviced by Bexley) Explorer, whilst attempting to fit a new bracelet. Not only did I insist that they return the watch to Rolex for a full polish and rebuild, but also that they replace the "new" Oyster bracelet with a brand new one, since the AD had scratched the first one. I totally agree withe above posts that suggest cutting out the AD when needing an RSC Service. I will be going direct to Bexley in the future for all my future Services (they even suggested this themselves!) Good luck with your AD. Cheers.

Dan

smc · 14 November 2009, 12:25 AM

As much as I abhor it when people do it, it might be time to go in during their busiest time and make a spectacle.

sandytn · 14 November 2009, 12:31 AM

May be a good idea to explain the sequence of events to RSC and request them to debit the AD for service charges. In my experience, RSCs have excellent customer orientation and may help you out.

Atl · 14 November 2009, 02:54 AM

Quote:

Originally Posted by sandytn

May be a good idea to explain the sequence of events to RSC and request them to debit the AD for service charges. In my experience, RSCs have excellent customer orientation and may help you out.

Just got off the phone with Dallas, and they said if Brown and Co. blows me off, to call them immedately. They do not debit AD's for their screw ups, but they want me happy and will fight for me if need be.

David

MortgageGuy · 15 November 2009, 03:26 PM

Quote:

Originally Posted by Atl

Just got off the phone with Dallas, and they said if Brown and Co. blows me off, to call them immedately. They do not debit AD's for their screw ups, but they want me happy and will fight for me if need be.

David

Spectacle? Confrontation??? This sounds like fun

I am sorry to hear of your troubles, I had a numerous number of issues with a GMT IIc and my local AD actually purchased the watch back from me at full price...go figure. They can and will do it. Remember, the squeaky wheel is oiled first

You will be very surprised how quickly Rolex will contact the AD once you call and complain, I am talking minutes. I called Rolex at my AD's recommendation for my GMT (not complaining about the AD but the watch) and after my call, I called AD back and withing about 30 seconds on the phone he said could you please hold Rolex is calling me now... Guess what, it was about me. They take this VERY seriously so I would doubt if this would be billed to you in the end. Worst part is you have a brand new watch going in again. As I mentioned above, I am very sorry you are going through this, I know how you feel and it is not fun

Please let us know what happens.

jchampton · 14 November 2009, 02:00 AM

Quote:

Originally Posted by smc

As much as I abhor it when people do it, it might be time to go in during their busiest time and make a spectacle.

Completely agree that it's terribly annoying to watch when others do it, but if you try to resolve the situation privately (for the benefit of the AD) and they still don't do the right thing, then oh yes, this situation defiinitely warrants a spectacle.

Just reading about this aggravates me. Hopefully they'll do the responsible and proper thing and cover the expense. Best of luck to you.

Speed · 14 November 2009, 12:56 AM

Watcha gonna do, eh?

Atl · 4 December 2009, 09:44 AM

So,
Brown and Co. has put a line in the sand, nothing but a store credit. I called the service manager to discuss, and she would not return my calls or emails. I then, Monday called Rolex USA and spoke to Steve A. (can't remember his last name). He said he would contact the area rep and call me back tomorrow, Tuesday. I waited all day, and no call. So I called Steve yesterday, Wednesday, and he said the Brown and Co. service manager had not returned the call from the area rep., but he would be calling me back soon as the area rep. called him.
I have to tell you guys, this has REALLY bothered me emotionally, almost to the point of taking the joy out of owning this new Subbie. I cannot recall another time I have been so frustrated and angry with a retail store. They damaged my watch, offered no apology, are refusing to take care of the charges that it took Dallas RSC to fix the damage, and will not only refuse to communicate with me, but apparently Rolex USA as well.
I am serious, it truly has taken the joy I got from this watch, and trashed it. I am considering giving the watch to my father for Christmas, because every time I look at it, or put it on, the anger in me just swells. As to the store credit offered, there is not a damn thing I would buy from these jerks! And to think, I was going to treat myself to a Deep Sea this Christmas, and buy it from them. All this over $290.50. I cannot get my head around it !?!

I apologize if this is a downer of a post for you guys, but I am just so angry.

Thanks,
David

sandytn · 4 December 2009, 02:00 PM

Quote:

Originally Posted by Atl

So,
Brown and Co. has put a line in the sand, nothing but a store credit. I called the service manager to discuss, and she would not return my calls or emails. I then, Monday called Rolex USA and spoke to Steve A. (can't remember his last name). He said he would contact the area rep and call me back tomorrow, Tuesday. I waited all day, and no call. So I called Steve yesterday, Wednesday, and he said the Brown and Co. service manager had not returned the call from the area rep., but he would be calling me back soon as the area rep. called him.
I have to tell you guys, this has REALLY bothered me emotionally, almost to the point of taking the joy out of owning this new Subbie. I cannot recall another time I have been so frustrated and angry with a retail store. They damaged my watch, offered no apology, are refusing to take care of the charges that it took Dallas RSC to fix the damage, and will not only refuse to communicate with me, but apparently Rolex USA as well.
I am serious, it truly has taken the joy I got from this watch, and trashed it. I am considering giving the watch to my father for Christmas, because every time I look at it, or put it on, the anger in me just swells. As to the store credit offered, there is not a damn thing I would buy from these jerks! And to think, I was going to treat myself to a Deep Sea this Christmas, and buy it from them. All this over $290.50. I cannot get my head around it !?!

I apologize if this is a downer of a post for you guys, but I am just so angry.

Thanks,
David

Hi David,

This unfair incident has obviously invoked emotions and rightly so. If I were you, I would fax or email the President of Rolex USA explaining the circumstances and get his personal intervention to resolve the issue. Responsibility for this has to be with Rolex. If this issue has to be escalated to the management, so be it. My experience is that the leadership team in any organization, especially consumer goods companies, see the client in the correct perspective and steps in to take care of any complaint.

I have seen CEO of Hublot worldwide, J C Biver, personally reading forums and taking care of any client issue on TimeZone repeatedly!

Similar with hosts of other CEOs in many other organizations, whom I have interacted with personally over a period of time.

This issue definitly nneds to be escalated. All the best.

Speed · 4 December 2009, 02:45 PM

Don't drop it...Go directly to Rolex as Sandytn suggests.

This AD got away with something horrendous.

Give the Sub away, sure. I suggest you treat yourself to a new Rolex - from a TRF seller!!!

TheVTCGuy · 4 December 2009, 03:32 PM

Quote:

Originally Posted by masugu

Don't drop it...Go directly to Rolex as Sandytn suggests.

This AD got away with something horrendous.

Give the Sub away, sure. I suggest you treat yourself to a new Rolex - from a TRF seller!!!

EXACTLY! X2! Do NOT let the AD get away with this, if "Steve" doesn't call you back tomorrow, send a registered mail letter to the President of USA. Be professional, but tell him (her?) the details and how unsatisfied you were with the AD. Hell, I'LL do it for you if you like! I can't stand it when so called-elite dealers like a Rolex AD do this to customers.

P.S. Treat yourself my friend, and if you'd like a FANTASTIC AD to work with, PM me and I'll have mine CALL YOU. I personally gurantee they'll make you satisfied.

Atl · 5 December 2009, 09:05 AM

Quote:

Originally Posted by TheVTCGuy

EXACTLY! X2! Do NOT let the AD get away with this, if "Steve" doesn't call you back tomorrow, send a registered mail letter to the President of USA. Be professional, but tell him (her?) the details and how unsatisfied you were with the AD. Hell, I'LL do it for you if you like! I can't stand it when so called-elite dealers like a Rolex AD do this to customers.

P.S. Treat yourself my friend, and if you'd like a FANTASTIC AD to work with, PM me and I'll have mine CALL YOU. I personally gurantee they'll make you satisfied.

Thanks for the response. I spoke to Steve Azzolini today, he said the area rep finally called him and suggested I call the store back. I thought GREAT! Something has changed! I called, nothing has changed, same crap. I called Steve again and reported the news to him, he said he would talk to the area rep again and contact me soon, I asked Monday? He said he didn't know.
My girlfriend cannot understand my anger, and since I have a hard time hiding my emotions, I will have to really work on this as to not ruin our weekend.

Atl · 4 December 2009, 10:12 AM

I guess my saga really was too depressing!

smallcandle · 4 December 2009, 10:18 AM

Sometimes it is just better to "cut your losses" in the name of sanity. Find another AD that you are comfortable with and try to resume your passion. And when the opportunity presents itself don't be afraid to recall your experiences with Brown and Co. so that others can avoid them if necessary.

Ivan · 4 December 2009, 10:57 AM

I say give Rolex one more shot to make things right. If nothing comes of the Steve A. guy then email the company directly with the story and include a link to your original post as a last resort. Hopefully someone there will realize the amount of fustration that you been through and make the proper decision.

Best of luck getting this sorted.

13 November 2009, 02:23 PM	#1
Atl Member Join Date: Oct 2005 Real Name: David Location: Sandy Springs, Ga Watch: GMT II, new Subbie Posts: 937	Subbie coming back from Dallas As some of you know, I sent my new two month old Sub Date to Dallas for regulation under warranty. When it came back to my AD, Brown and Co. took it out of it's protective foam from Dallas and dropped in in a plastic baggie. It got scratched. they offered to polish it after I was shocked they would do such a thing, and they not only screwed that up, but the polishing wheel left a nice divot cut in the bezel. As I was about to go mental at this point, they took it back to the back, and after 5 minutes, came back and said that is as good as they could do, sorry. So I sent it back to Dallas for a new bezel and polish myself. My question is this: 1) I ask to have them pay the $295.00 Dallas is charging me to fix the damage. They could say no. 2) I could ask for a store credit for the bill. Don't really want one. 3) I could take them to small claims court, if they blow me off. 4) I could report them to Rolex USA, would that even help??? Is it even a threat, or does RUSA actually care how their customers are treated? Ideas? Anything I am not thinking of? Watch should arrive Monday at my home, and NOT at Brown and Co.!!

13 November 2009, 02:43 PM	#2
Saxon007 "TRF" Member Join Date: Nov 2008 Location: Texas Posts: 2,002	I would have demanded that they send the watch back to Rolex for repair on their dime since they damaged it. Since that option is no longer available I would present them with the bill with the clear understanding that if they do not pay for it you will not only report them to Rolex USA but will see them in small claims court. __________________ Licensed to kill time.

13 November 2009, 02:46 PM	#5
mck22 "TRF" Member Join Date: Dec 2008 Real Name: Brent Location: St Louis Watch: Rolex Sub Date Posts: 1,516	Sorry to hear about the bad luck. I would ask them to pay the bill for sure. Hope it all works out for you. __________________ 16610 Submariner GMT Master II 16710 1675

13 November 2009, 02:47 PM	#6
moviefreak "TRF" Member Join Date: Nov 2008 Location: in my house... Posts: 5,524	100% It was their fault... your property damaged in their place... Did you explained all that in a letter to RSC... if they knew that they would make the AD pay or do it for free.. RSC Customer Service is excellent. If you didn't send a letter call them back and explain the situation. AD should pay for shipping too... around 30USD... __________________ Cheers, Eduardo Be a WIS not a WUSS... and remove all the stickers..

13 November 2009, 02:48 PM	#14
moviefreak "TRF" Member Join Date: Nov 2008 Location: in my house... Posts: 5,524	I have no problem with beating my watches.. as long I am the one doing it... __________________ Cheers, Eduardo Be a WIS not a WUSS... and remove all the stickers..

13 November 2009, 03:38 PM	#10
Wolfgang427 2024 SubLV41 Pledge Member Join Date: Aug 2006 Real Name: Wolfgang Location: New Jersey. Watch: Rolex Tudor Omega Posts: 5,592	I still don't know why people use AD's to send their watches to the RSC when you can do it yourself and avoid the middleman. Have them(AD) pay the bill, they caused the damage.

13 November 2009, 02:47 PM	#12
Speed "TRF" Member Join Date: Aug 2009 Location: USA Posts: 19,706	Your soon-to-be_Ex AD should pay the $295!!! That is the LEAST they should do

13 November 2009, 02:56 PM	#13
omg Member Join Date: Jul 2008 Real Name: Tommy Location: US Posts: 260	Very sorry to hear that, I think they will pay for the bill. I bought my SD there, and they were pretty nice to deal with but I sent my DJ to Dallas myself though. Good Luck!

14 November 2009, 12:10 AM	#15
smallcandle "TRF" Member Join Date: Mar 2009 Real Name: Brian Location: Kansas Watch: 16610, Omega PO Posts: 1,898	I would insist on speaking with the owner, even if that means making an appointment. Then I would simply explain the chain of events from beginning to end and make them explain to me why they are not liable for damage that they caused to my watch. If they are an ethical business they will own up to their responsibility. If not, you will have to decide just how far you want to take this. Good luck and I hope they do right by you!

14 November 2009, 12:22 AM	#16
Black Bay Dan 2024 Pledge Member Join Date: Jun 2009 Real Name: Dan Location: Chichester Watch: Tudor Black Bay Posts: 1,600	I had a very similar experience, in that my AD scratched my beautiful (just Serviced by Bexley) Explorer, whilst attempting to fit a new bracelet. Not only did I insist that they return the watch to Rolex for a full polish and rebuild, but also that they replace the "new" Oyster bracelet with a brand new one, since the AD had scratched the first one. I totally agree withe above posts that suggest cutting out the AD when needing an RSC Service. I will be going direct to Bexley in the future for all my future Services (they even suggested this themselves!) Good luck with your AD. Cheers. Dan __________________ Tudor Heritage Black Bay 79220R (2015) Tudor Black Bay GMT 79830RB (2022) Tudor Black Bay Fifty-Eight 79030B (2023)

14 November 2009, 12:25 AM	#17
smc Member Join Date: Jan 2009 Location: canada Watch: 16610 - Y Posts: 95	As much as I abhor it when people do it, it might be time to go in during their busiest time and make a spectacle.

14 November 2009, 12:31 AM	#18
sandytn Member Join Date: Feb 2009 Real Name: Sandy Location: NJ Posts: 713	May be a good idea to explain the sequence of events to RSC and request them to debit the AD for service charges. In my experience, RSCs have excellent customer orientation and may help you out.

14 November 2009, 12:56 AM	#22
Speed "TRF" Member Join Date: Aug 2009 Location: USA Posts: 19,706	Watcha gonna do, eh?

4 December 2009, 09:44 AM	#23
Atl Member Join Date: Oct 2005 Real Name: David Location: Sandy Springs, Ga Watch: GMT II, new Subbie Posts: 937	Update So, Brown and Co. has put a line in the sand, nothing but a store credit. I called the service manager to discuss, and she would not return my calls or emails. I then, Monday called Rolex USA and spoke to Steve A. (can't remember his last name). He said he would contact the area rep and call me back tomorrow, Tuesday. I waited all day, and no call. So I called Steve yesterday, Wednesday, and he said the Brown and Co. service manager had not returned the call from the area rep., but he would be calling me back soon as the area rep. called him. I have to tell you guys, this has REALLY bothered me emotionally, almost to the point of taking the joy out of owning this new Subbie. I cannot recall another time I have been so frustrated and angry with a retail store. They damaged my watch, offered no apology, are refusing to take care of the charges that it took Dallas RSC to fix the damage, and will not only refuse to communicate with me, but apparently Rolex USA as well. I am serious, it truly has taken the joy I got from this watch, and trashed it. I am considering giving the watch to my father for Christmas, because every time I look at it, or put it on, the anger in me just swells. As to the store credit offered, there is not a damn thing I would buy from these jerks! And to think, I was going to treat myself to a Deep Sea this Christmas, and buy it from them. All this over $290.50. I cannot get my head around it !?! I apologize if this is a downer of a post for you guys, but I am just so angry. Thanks, David

4 December 2009, 02:45 PM	#25
Speed "TRF" Member Join Date: Aug 2009 Location: USA Posts: 19,706	Don't drop it...Go directly to Rolex as Sandytn suggests. This AD got away with something horrendous. Give the Sub away, sure. I suggest you treat yourself to a new Rolex - from a TRF seller!!!

4 December 2009, 10:12 AM	#28
Atl Member Join Date: Oct 2005 Real Name: David Location: Sandy Springs, Ga Watch: GMT II, new Subbie Posts: 937	I guess my saga really was too depressing!

4 December 2009, 10:18 AM	#29
smallcandle "TRF" Member Join Date: Mar 2009 Real Name: Brian Location: Kansas Watch: 16610, Omega PO Posts: 1,898	Sometimes it is just better to "cut your losses" in the name of sanity. Find another AD that you are comfortable with and try to resume your passion. And when the opportunity presents itself don't be afraid to recall your experiences with Brown and Co. so that others can avoid them if necessary.

4 December 2009, 10:57 AM	#30
Ivan "TRF" Member Join Date: Sep 2008 Real Name: Ivan Location: Edmond, OK Watch: 126600 Posts: 34	I say give Rolex one more shot to make things right. If nothing comes of the Steve A. guy then email the company directly with the story and include a link to your original post as a last resort. Hopefully someone there will realize the amount of fustration that you been through and make the proper decision. Best of luck getting this sorted.

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