Poor AD Experience

[jpwoodi]

Having recently acquired a fine example of an Explorer 1 ref. 114270, I took a trip to the local AD for sizing of the bracelet. Upon handing the watch over, I was immediately told that I had in fact purchased a fake and they would not be able to work on it. Somewhat in a state of shock, I asked how this could be determined by merely holding it. I was told that it was far too light to be a genuine Rolex and was handed a brand new GMTII to make comparisons. Obviously the GMT was far heavier however this was a pointless comparison. I was also told that the printing on the face was far too sloppy to be Rolex and I could come back later in the week so the watch maker could open the back to prove the lack of authenticity.

After they removed the case back, I was informed that the watch was 100% genuine, contradicting what was told. From there the reps back-tracked on everything they said, saying they hadn't actually held a 36 mm Exp in a number of years and that the watch was a very good example.

I expected better than this from a Rolex AD, causing a few days of unnecessary stress!

Any similar stories?

[10XRolex]

Several years back a good friend went to the big "T" in NYC with a friend of his who played football for the NY Giants at the time.

The sales person tried to tell my friend that his Tag Heuer watch was fake. In fact is was a very limited production piece. Needless to say they didn't buy anything from that salesperson but did buy 2 watches from the kind older saleswoman who struck up a conversation.

When the first saleswoman saw that they were buying, she tried to steal the sale they that they were her customers because she dealt with them first.

My buddy and his friend told management what had happened with the first salespersons out of character remarks and that if the sale did not go to the older saleswoman that they wouldn't buy at all. Needless to say, she did not get the sale and the humble older women did.

[ec51]

Originally Posted by 10XRolex

Several years back a good friend went to the big "T" in NYC with a friend of his who played football for the NY Giants at the time.

The sales person tried to tell my friend that his Tag Heuer watch was fake. In fact is was a very limited production piece. Needless to say they didn't buy anything from that salesperson but did buy 2 watches from the kind older saleswoman who struck up a conversation.

When the first saleswoman saw that they were buying, she tried to steal the sale they that they were her customers because she dealt with them first.

My buddy and his friend told management what had happened with the first salespersons out of character remarks and that if the sale did not go to the older saleswoman that they wouldn't buy at all. Needless to say, she did not get the sale and the humble older women did.

Doesn't surprise me, knowing it was Turdneau.

Sales lady once tried to sell me an automatic 3570 'automatic' Moonwatch.

Yeah. They are good for trying prices on. Knowledgeable CS staff, however...not so much.

[Fabrice M]

You should email your experience to Rolex. They listen.

[sportsmaven20]

Sorry to hear about your experience, but certainly not surprising...glad everything was ok in the end.

Sadly, there have been more occasions than not for me, where I knew more about Rolex (and I would not consider myself a Rolex expert either) than the salesperson behind the counter!

[AS1]

how absurd... the comparison with a GMT is priceless. why not just hand you a Platinum Day Date to compare the weight to? what a joke! agree you should write to Rolex.

[Cuts33]

Sadly the experience you had is not limited to watch buying.

Watches, cars, electronics...its not rare to encounter sales people that don't know their product and frankly can't really sell it either.

Recently checked out a DJ2 since I am torn between that and the new AT's from Omega and the only thing the sales person could tell me about the DJ was 1) It looked great on me and should be my next watch and 2) it even has special paint on the markers so I can tell the time in the dark.

Wish I was joking.

[Rogdogg]

Originally Posted by Cuts33

Sadly the experience you had is not limited to watch buying.

Watches, cars, electronics...its not rare to encounter sales people that don't know their product and frankly can't really sell it either.

Recently checked out a DJ2 since I am torn between that and the new AT's from Omega and the only thing the sales person could tell me about the DJ was 1) It looked great on me and should be my next watch and 2) it even has special paint on the markers so I can tell the time in the dark.

Wish I was joking.

"It even has special paint on the markers so you can tell the time in the dark" is a good one

[tkerrmd]

Originally Posted by jpwoodi

Having recently acquired a fine example of an Explorer 1 ref. 114270, I took a trip to the local AD for sizing of the bracelet. Upon handing the watch over, I was immediately told that I had in fact purchased a fake and they would not be able to work on it. Somewhat in a state of shock, I asked how this could be determined by merely holding it. I was told that it was far too light to be a genuine Rolex and was handed a brand new GMTII to make comparisons. Obviously the GMT was far heavier however this was a pointless comparison. I was also told that the printing on the face was far too sloppy to be Rolex and I could come back later in the week so the watch maker could open the back to prove the lack of authenticity.

After they removed the case back, I was informed that the watch was 100% genuine, contradicting what was told. From there the reps back-tracked on everything they said, saying they hadn't actually held a 36 mm Exp in a number of years and that the watch was a very good example.

I expected better than this from a Rolex AD, causing a few days of unnecessary stress!

Any similar stories?

no but thanks for sharing

[c.capt]

That's ridiculous. If you work at an AD and you don't know something, shut your mouth. They could just have easily said "we need to verify the authenticity of the watch before we can work on it, just for liability purposes". Why would you accuse a customer of having a fake watch without even knowing (and using a method that's not even reliable for determining authenticity)? I would talk to the manager/owner of the AD and would be weary of shopping there.

[thewatchguy93]

Unfortunately, a lot of AD's here in the UK are ran by uneducated sales people.

With none or little interest in the product or brand they are selling.

If you want any further help, give me a shout. I'm UK based.



Dino

[AK797]

Which AD? Not Westfield?

[SearChart]

The sad thing is that anyone who can 'sell' can work at an AD, even without proper knowledge about what their selling... I'm glad my AD (where I bought my Cartier, but it's also a Rolex, PP, AP.... AD) is a small family owned AD with knowledgeable and passionate people.

[wantonebad]

Originally Posted by SearChart

The sad thing is that anyone who can 'sell' can work at an AD, even without proper knowledge about what their selling... I'm glad my AD (where I bought my Cartier, but it's also a Rolex, PP, AP.... AD) is a small family owned AD with knowledgeable and passionate people.

You don't even necessarily need to be able to sell, they have all kinds of hacks filling these counter roles.

[GB-man]

Doesn't surprise me one bit. In fact someone else posted a similar story a few years back. They had a prior generation gmt or sub and the salesman called it fake Idiots just can't help but speak up and reveal themselves.

[GTC]

That wasn't a poor AD experience, it was appalling. Write Rolex with all the details.

[Challenger Deep]

There is a part in "Public Enemies" with Johnny Depp as John Dillinger when he slaps a dude across the head for being rude. I can't find memes, but when i hear stories like this, that is the meme that goes through my head. Sorry that they done that to you. Personally, when things like that have happened to me(other dealers, or products) i like to quote the person who has told me that i was wrong and try to convince them that their mistake is correct.

Fools, but you were in the right and there is gratification in that.

[2106]

thats appalling. Its always a shame when sales people have such a bad attitude. If they thought it was not genuine there are definitely other ways to handle it diplomatically.

I bet when you are considering buying another watch that AD would be a last resort. Unfortunately quality retail staff are a dying breed. I rarely come across sales staff that know what they are talking about (especially in high end shops). I tend to do quite a bit of research into something before I purchase and it is comical how little most sales people actual know about their own products!

[SUBversive]

I wouldn't have gone back. And I hope they pressure tested it after opening it.

[brandrea]

Thanks for sharing your story. Luckily my AD is superb

[Viffer]

That's a cool story man but look on the bright side, you've had the watch confirmed as the genuine article at no cost to yourself. And if that stressed you out how would you feel if they did announce that it was a confirmed fake..............
Not all sales assitants are experts, are they now.

[Pix]

Lets sees a pic of the Explore you showed them.

[adamlea]

Insulting a customer is never a good way to close a sale. So why do salespeople do stuff like that? Unbelievable.

[psv]

It is really hard to get competent people to work in retail given the hours, pay, etc.

[Vincent65]

Pathetic.

[kaseri]

It's amazing just how little some AD's know about the products they are selling.

[Oyster1982]

One thing I have learned in life which has helped me in everything I do is if I don't know something I check with someone who does. Not only do you learn something new, you also sound a lot more knowledgeable. Hopefully the experience that the salesperson has encountered changes the way they handle future situations where there is a knowledge gap.

[azguy]

Your expectation are to high, just because someone works in a Rolex AD doesn't mean they even care about watches, it could just be some kid that needs a $10 an hour job. Relax...

[redsubby]

Originally Posted by azguy

Your expectation are to high, just because someone works in a Rolex AD doesn't mean they even care about watches, it could just be some kid that needs a $10 an hour job. Relax...

They don't have to care about watches, but they need to know the products they are selling and the way they deal with customers.

[hdrazor251]

You might be lucky this happened. Since the watchmaker wasn't there, that same twit may have tried to size the bracelet and who knows how bad he would have hacked it up.

Another thing...since they opened the case back I'd insist on a pressure test.