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Two81pb · 18 December 2012, 12:35 PM

I would like some of your input with this situation.
Last month (11/15/12) I dropped my fathers 1680 sub off at the Ad to get serviced, I was told the turn around would be exactly a month. The due date written on my receipt was 12/15/12. 3 days before it was supposed to be finished (the 12th) I called to confirm it would still be ready on time I was told "yes sir our watch maker is always right on with his due dates" so come the 15th I drove up to the store and sat in the horrid mall traffic just to find out that it was not ready, the lady gave me the excuse that " the watch maker was watching the time to make sure everything was ok" as mad as I was I bit my tounge and left the store. This morning I got a call from the AD saying that they were waiting on a part and it should be in today and my watch ready.
Frankly I think this is just bad costumer service, hell tell me the truth don't give me 2 different stories.
What should I do when I go into the ad after work tomorrow? Just thank them and take my watch? Talk with the manager and let them know how displeased I am? Ask for a discount?

kilyung · 18 December 2012, 12:47 PM

I'd look over the watch VERY carefully. If there's even the slightest issue, I'd give them a piece of my mind. Otherwise I'd pick it up and never use them again.

T. Ferguson · 18 December 2012, 12:52 PM

I'd not trust the watch will in fact be ready and waiting for you tomorrow. Better call first before making the trip...again.

bbk · 18 December 2012, 12:53 PM

Honestly, I am surprised when repair items are done when promised. I would have made sure it was ready on the 15th before I made the trip.

Hairdude1 · 18 December 2012, 12:53 PM

Quote:

Originally Posted by kilyung

I'd look over the watch VERY carefully. If there's even the slightest issue, I'd give them a piece of my mind. Otherwise I'd pick it up and never use them again.

Agreed

superdog · 18 December 2012, 01:02 PM

Quote:

Originally Posted by kilyung

I'd look over the watch VERY carefully. If there's even the slightest issue, I'd give them a piece of my mind. Otherwise I'd pick it up and never use them again.

this.

Thatguy · 18 December 2012, 12:53 PM

Quote:

Originally Posted by kilyung

I'd look over the watch VERY carefully. If there's even the slightest issue, I'd give them a piece of my mind. Otherwise I'd pick it up and never use them again.

This and I would speak with the manager as well.

dba · 19 December 2012, 03:55 PM

Quote:

Originally Posted by kilyung

I'd look over the watch VERY carefully. If there's even the slightest issue, I'd give them a piece of my mind. Otherwise I'd pick it up and never use them again.

Quote:

Originally Posted by Thatguy

This and I would speak with the manager as well.

And then never use them again! Good luck.

joe100 · 18 December 2012, 12:56 PM

Best to wait for them to call YOU to let you know the watch is done. Due dates are just estimates.

dsio · 18 December 2012, 01:08 PM

You got off very easy, I'd consider myself lucky and move on tbh. Rushing a watchmaker is never a good idea, you put the watch in when you're ready to part with it for a period, I typically budget 12 weeks, much longer if its a vintage restoration.

Tools · 18 December 2012, 01:24 PM

I think that you should be grateful that your watchmaker was waiting on the proper part rather than band-aiding the thing out the door just to work within your time-frame.

I might mention to the manager that the staff should check first to ensure that the estimated time is valid, rather than just assuming so as it may inconvience the customers.

As to the rest of it... if that's how you like to live your life, go for it..

DG123 · 18 December 2012, 01:34 PM

OP made a mistake not telephoning to confirm the watch was ready.

DJJon · 18 December 2012, 01:41 PM

It sounds like the OP needed to call ahead to confirm it was ready. Had he done that, most of this resentment would be avoided.

Sounds to me like they were cutting it close because they were feeling pressure to deliver in the 30 days, then found out it did not keep good enough time so they ordered a new part that takes time to come in.

If you take your car to be repaired and the mechanic comes back and says his fix didn't work and he needed a new part so it would be a few more days, no one would think twice. This kind of thing can happen.

Ask for a price break for your inconvenience. If you get it, keep the relationship going. If not, then find yourself a new place.

John in MA · 18 December 2012, 01:46 PM

Quote:

Originally Posted by DJJon

It sounds like the OP needed to call ahead to confirm it was ready. Had he done that, most of this resentment would be avoided.

Sounds to me like they were cutting it close because they were feeling pressure to deliver in the 30 days, then found out it did not keep good enough time so they ordered a new part that takes time to come in.

If you take your car to be repaired and the mechanic comes back and says his fix didn't work and he needed a new part so it would be a few more days, no one would think twice. This kind of thing can happen.

Ask for a price break for your inconvenience. If you get it, keep the relationship going. If not, then find yourself a new place.

Agree

SUBversive · 18 December 2012, 02:28 PM

Given the state of service these days I'd be curious to see a follow up to this sad story. Customer service is long dead. Good luck.

financeman · 18 December 2012, 02:43 PM

Quote:

Originally Posted by SUBversive

Given the state of service these days I'd be curious to see a follow up to this sad story. Customer service is long dead. Good luck.

Unfortunately this is a true statement

wokafu · 18 December 2012, 02:54 PM

well...if im in your shoes i do not mind to wait..but then again if im in a bad mood..i'll just make a big fuss outta it and would not settle till i got some free gift ...

69mach351 · 18 December 2012, 03:00 PM

I would make an effort to pick it up from someone there that you haven't talked to about it. Don't act mad, but question the lateness of it. See if they give you the same story or a new one. If it was the same story, I would let it be, but mention that a call would have been nice. A different story (which would imply the first stories were BS) then talk to someone.

77T · 18 December 2012, 03:03 PM

Despite your not calling ahead on the 15th to save a potentially wasted trip - As an AD they are surely failing to proactively re-set expectations for you.

You are locked into these guys for the next "n" year(s) of service warranty since it wasn't sent to the RSC - so you can't threaten to never darken their doorstep again...

Maybe ask to meet with the watchmaker to have him/her go over the work performed - and gain a better first-hand understanding of the circumstances that led to the delays.

tkc324 · 18 December 2012, 03:10 PM

Speak to a manager about your experience and see what they can do for you... maybe get 10% knocked off the bill would be a great gesture. In the future, call before you drive to the AD.

Rags · 18 December 2012, 03:55 PM

Customer service is a thing of the past. Most shops don't care if you ever come back, their attitude is terrible. It's not only in jewelers but all over that's why alot of small businesses are going out of business. The ones that survive know that pleasing the customer is the number one priority.

Two81pb · 19 December 2012, 01:59 PM

Well I picked it up today, I didn't mention anything about it being late nor did I ask for Any kind of discount. The watch looks amazing and I am very pleased

DJJon · 19 December 2012, 02:04 PM

Very glad to hear it ended well.

That trio looks fantastic !!

financeman · 19 December 2012, 02:19 PM

Glad everything worked out in the end. The watch looks awesome

Armyguy03 · 19 December 2012, 02:28 PM

The watch looks amazing!! Glad everything worked out.

AF_Rob · 19 December 2012, 02:46 PM

I had a bump in the road with my AD once. At the end of the day, it was just that. Plenty of great business since that day.

09 Hemi Orange SRT · 19 December 2012, 06:04 PM

Quote:

Originally Posted by Two81pb

I would like some of your input with this situation.
....so come the 15th I drove up to the store and sat in the horrid mall traffic just to find out that it was not ready, the lady gave me the excuse that " the watch maker was watching the time to make sure everything was ok" as mad as I was I bit my tounge and left the store. This morning I got a call from the AD saying that they were waiting on a part and it should be in today and my watch ready.

As someone who has a dear friend who is a master watchmaker let me put in my .02 cents. When you do a watch repair, overhaul, etc.. after the job is done the watchmaker will put the watch through several tests to make sure it is running up to spec. Thess tests can be timing, regulating,pressure testing, etc.. It sounds to me that when the watchmaker finished the job he discovered that something wasn't right and he needed a part to properly fix the watch. Taking that into consideration, you could have been told the watch would be ready when in fact everyone thought it would be until the watchmaker ran into some problem. Why not pick up the watch and ask if that is what happened? If so, you know you have a skilled watchmaker who didn't just work on the watch and then butten it up without doing the proper testing. Just my opinion.

Cheers, Sarah

Vincent65 · 19 December 2012, 06:48 PM

no big deal - should call on the day, first, to make sure

SUBversive · 19 December 2012, 10:30 PM

So did you make a mountain out of a mole hill. It wasn't ready on the exact day they told you? That's it?

Knowing customer service is dead is a good tool for the future of your blood pressure. I've had an omega being "serviced" when I noticed some moisture under the dial for going on two months now. It was expected to be ready ten days from a month ago....tick tock. But the time to blow a gasket is not now.

18 December 2012, 12:35 PM	#1
Two81pb "TRF" Member Join Date: Nov 2012 Location: Houston Posts: 109	What should I do about my experience with my AD I would like some of your input with this situation. Last month (11/15/12) I dropped my fathers 1680 sub off at the Ad to get serviced, I was told the turn around would be exactly a month. The due date written on my receipt was 12/15/12. 3 days before it was supposed to be finished (the 12th) I called to confirm it would still be ready on time I was told "yes sir our watch maker is always right on with his due dates" so come the 15th I drove up to the store and sat in the horrid mall traffic just to find out that it was not ready, the lady gave me the excuse that " the watch maker was watching the time to make sure everything was ok" as mad as I was I bit my tounge and left the store. This morning I got a call from the AD saying that they were waiting on a part and it should be in today and my watch ready. Frankly I think this is just bad costumer service, hell tell me the truth don't give me 2 different stories. What should I do when I go into the ad after work tomorrow? Just thank them and take my watch? Talk with the manager and let them know how displeased I am? Ask for a discount?

18 December 2012, 12:52 PM	#3
T. Ferguson "TRF" Member Join Date: Oct 2012 Location: Left Coast Posts: 7,025	I'd not trust the watch will in fact be ready and waiting for you tomorrow. Better call first before making the trip...again. __________________ *Some days it's just not worth chewing through the restraints.*

18 December 2012, 12:56 PM	#9
joe100 2024 SubLV41 Pledge Member Join Date: Nov 2007 Real Name: Joe Location: New Mexico Watch: Explorer Posts: 12,840	Best to wait for them to call YOU to let you know the watch is done. Due dates are just estimates. __________________ It's Espresso, not Expresso. Coffee is not a train in Italy. -TRF Member 6982-

18 December 2012, 01:08 PM	#10
dsio "TRF" Member Join Date: Jun 2010 Real Name: Ashley Location: Brisbane Watch: Rolex Sub 1680 '79 Posts: 2,301	You got off very easy, I'd consider myself lucky and move on tbh. Rushing a watchmaker is never a good idea, you put the watch in when you're ready to part with it for a period, I typically budget 12 weeks, much longer if its a vintage restoration. __________________ -- Omega Seamaster Grand-Lux Stepped Pie-Pan 14K Gold OJ2627 '53 -- -- Omega Cal 320 Chronograph 18K Gold OT2872 '58 -- -- Omega Cal 321 Speedmaster Pro 145.012 '67 -- -- Rolex Submariner 1680 "Ghost" '79 -- -- Rolex SS Daytona 116520 '04 --

18 December 2012, 01:24 PM	#11
Tools TRF Moderator & 2024 SubLV41 Patron Join Date: May 2007 Real Name: Larry Location: Mojave Desert Watch: GMT's Posts: 43,515	I think that you should be grateful that your watchmaker was waiting on the proper part rather than band-aiding the thing out the door just to work within your time-frame. I might mention to the manager that the staff should check first to ensure that the estimated time is valid, rather than just assuming so as it may inconvience the customers. As to the rest of it... if that's how you like to live your life, go for it.. __________________ (Chill ... It's just a watch Forum.....) NAWCC Member

18 December 2012, 12:47 PM	#2
kilyung 2024 SubLV41 Pledge Member Join Date: Jul 2009 Location: Cave Watch: Sundial Posts: 33,940	I'd look over the watch VERY carefully. If there's even the slightest issue, I'd give them a piece of my mind. Otherwise I'd pick it up and never use them again.

18 December 2012, 12:53 PM	#4
bbk "TRF" Member Join Date: Sep 2012 Real Name: Bob Location: KC Watch: SubC - 116610LN Posts: 55	Honestly, I am surprised when repair items are done when promised. I would have made sure it was ready on the 15th before I made the trip.

18 December 2012, 01:34 PM	#12
DG123 "TRF" Member Join Date: Nov 2010 Location: San Francisco, Ca Watch: Oyster Perpetual Posts: 1,629	OP made a mistake not telephoning to confirm the watch was ready.

18 December 2012, 01:41 PM	#13
DJJon "TRF" Member Join Date: Nov 2011 Real Name: Jon Location: USA Watch: DJ - Need Sub Bad Posts: 1,889	It sounds like the OP needed to call ahead to confirm it was ready. Had he done that, most of this resentment would be avoided. Sounds to me like they were cutting it close because they were feeling pressure to deliver in the 30 days, then found out it did not keep good enough time so they ordered a new part that takes time to come in. If you take your car to be repaired and the mechanic comes back and says his fix didn't work and he needed a new part so it would be a few more days, no one would think twice. This kind of thing can happen. Ask for a price break for your inconvenience. If you get it, keep the relationship going. If not, then find yourself a new place.

18 December 2012, 02:28 PM	#15
SUBversive Banned Join Date: May 2011 Location: ri Watch: Sun Dial Posts: 14,346	Given the state of service these days I'd be curious to see a follow up to this sad story. Customer service is long dead. Good luck.

18 December 2012, 02:54 PM	#17
wokafu "TRF" Member Join Date: Oct 2010 Location: Malaysia Watch: SM300+14060M Posts: 2,012	well...if im in your shoes i do not mind to wait..but then again if im in a bad mood..i'll just make a big fuss outta it and would not settle till i got some free gift ... __________________ 14060M SM300 PAM000 Poljot-BAIKAL G Shock

18 December 2012, 03:00 PM	#18
69mach351 "TRF" Member Join Date: Dec 2012 Location: Midwest Watch: 116900 Posts: 1,066	I would make an effort to pick it up from someone there that you haven't talked to about it. Don't act mad, but question the lateness of it. See if they give you the same story or a new one. If it was the same story, I would let it be, but mention that a call would have been nice. A different story (which would imply the first stories were BS) then talk to someone.

18 December 2012, 03:03 PM	#19
77T 2024 SubLV41 Pledge Member Join Date: Dec 2010 Real Name: PaulG Location: Georgia Posts: 42,017	Despite your not calling ahead on the 15th to save a potentially wasted trip - As an AD they are surely failing to proactively re-set expectations for you. You are locked into these guys for the next "n" year(s) of service warranty since it wasn't sent to the RSC - so you can't threaten to never darken their doorstep again... Maybe ask to meet with the watchmaker to have him/her go over the work performed - and gain a better first-hand understanding of the circumstances that led to the delays. __________________ Does anyone really know what time it is?

18 December 2012, 03:10 PM	#20
tkc324 "TRF" Member Join Date: Sep 2009 Real Name: Tom Location: Chi town Watch: Daytona AP DD Sub Posts: 3,717	Speak to a manager about your experience and see what they can do for you... maybe get 10% knocked off the bill would be a great gesture. In the future, call before you drive to the AD.

18 December 2012, 03:55 PM	#21
Rags 2024 Pledge Member Join Date: Jan 2009 Real Name: Chuck Location: SW Florida Watch: 16233,16610,214270 Posts: 11,196	Customer service is a thing of the past. Most shops don't care if you ever come back, their attitude is terrible. It's not only in jewelers but all over that's why alot of small businesses are going out of business. The ones that survive know that pleasing the customer is the number one priority. __________________ 16233 Y Serial Datejust 16610 Z Serial Submariner 214270 Explorer *114300 Oyster Perpetual* *76200 Tudor Date+Day*

19 December 2012, 01:59 PM	#22
Two81pb "TRF" Member Join Date: Nov 2012 Location: Houston Posts: 109	Well I picked it up today, I didn't mention anything about it being late nor did I ask for Any kind of discount. The watch looks amazing and I am very pleased

19 December 2012, 02:04 PM	#23
DJJon "TRF" Member Join Date: Nov 2011 Real Name: Jon Location: USA Watch: DJ - Need Sub Bad Posts: 1,889	Very glad to hear it ended well. That trio looks fantastic !!

19 December 2012, 02:19 PM	#24
financeman "TRF" Member Join Date: Apr 2012 Real Name: Heath Location: Lawrenceburg KY Watch: Submariner Posts: 3,982	Glad everything worked out in the end. The watch looks awesome __________________ “You may delay, but time will not.” ― Benjamin Franklin

19 December 2012, 02:28 PM	#25
Armyguy03 "TRF" Member Join Date: Nov 2012 Location: DM[V] Watch: 16710 \| 16600 Posts: 3,546	The watch looks amazing!! Glad everything worked out. __________________ Member of the Global Association of Retro-Grouch-Curmudgeons

19 December 2012, 02:46 PM	#26
AF_Rob "TRF" Member Join Date: May 2012 Real Name: Rob Location: Virginia Watch: Sub/Polar/OP/BB Posts: 4,674	I had a bump in the road with my AD once. At the end of the day, it was just that. Plenty of great business since that day.

19 December 2012, 06:48 PM	#28
Vincent65 "TRF" Member Join Date: Aug 2012 Location: Switzerland Posts: 14,298	no big deal - should call on the day, first, to make sure

19 December 2012, 10:30 PM	#29
SUBversive Banned Join Date: May 2011 Location: ri Watch: Sun Dial Posts: 14,346	So did you make a mountain out of a mole hill. It wasn't ready on the exact day they told you? That's it? Knowing customer service is dead is a good tool for the future of your blood pressure. I've had an omega being "serviced" when I noticed some moisture under the dial for going on two months now. It was expected to be ready ten days from a month ago....tick tock. But the time to blow a gasket is not now.

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