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Old 23 November 2011, 02:04 AM   #1
SoftwareDrone
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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.
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Old 23 November 2011, 02:08 AM   #2
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Nice to read that this has been resolved promptly.
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Old 23 November 2011, 02:16 AM   #3
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Glad it worked out!
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Old 23 November 2011, 02:17 AM   #4
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Great!

Last edited by padi56; 23 November 2011 at 02:38 AM.. Reason: Wanted to bold it, and it didnt bold it!
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Old 23 November 2011, 02:31 AM   #5
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Great news and it's what they should have done maybe the 65,000 TRF members carry some weight as a group
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Old 23 November 2011, 02:36 AM   #6
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That is what GOOD business is all about. It's called customer satisfaction.
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Old 23 November 2011, 03:03 AM   #7
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Let's hope it's someone different doing the polishing.
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Old 23 November 2011, 03:09 AM   #8
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Quote:
Originally Posted by SoftwareDrone View Post
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?
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Old 23 November 2011, 03:24 AM   #9
SoftwareDrone
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Quote:
Originally Posted by Mickey® View Post
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.
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Old 23 November 2011, 03:37 AM   #10
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how were you able to prove that they scratched your watch?
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Old 23 November 2011, 07:34 AM   #11
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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.
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Old 23 November 2011, 08:01 AM   #12
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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....
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Old 23 November 2011, 08:05 AM   #13
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Glad to hear. Sounds as you are satisfied and they made good on their mistake.
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Old 23 November 2011, 10:55 AM   #14
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I've never had a "terrible" experience with them and assume it generally has more to do with the store management than anything else.
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Old 23 November 2011, 01:55 PM   #15
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Glad to hear they took care of it!
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Old 23 November 2011, 02:17 PM   #16
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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.
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Old 23 November 2011, 02:23 PM   #17
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Quote:
Originally Posted by SoftwareDrone View Post
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
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Old 23 November 2011, 02:25 PM   #18
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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.
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Old 23 November 2011, 02:26 PM   #19
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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.
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Old 23 November 2011, 02:28 PM   #20
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Good news Mike! That's pretty nice!
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Old 23 November 2011, 02:34 PM   #21
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Glad to hear that they stepped up and took care of the issue. But they shouldn't have scratched it in the first place.
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Old 23 November 2011, 05:56 PM   #22
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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.
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Old 24 November 2011, 12:08 AM   #23
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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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