Rolex HQ has run out of Jubilee Links

[Lol-x]

Telephoned Rolex yesterday and enquired about getting 2 additional Jubilee links fitted for my GMT BLNR.

The receptionist checked the Rolex stock inventory, I was told the links were available in stock and I could come in anytime between 10am and 4pm and the links were $96 each.

So today I took a day off work and arrived at Rolex Headquarters (5 storey Rolex Building with major service centre) at 2pm.

I had to produce photo ID to get the links and surrender personal information to Rolex. The receptionist insisted on measuring my wrist with a special measuring tape and agreed that 2 links would be appropriate.

I was then told I would have to come back tomorrow to collect the watch.

After I exclaimed my surprise as it was just fitting 2 links and that I did not wish to take another day off work, I was told there was nothing Rolex could do and that if I wanted the links fitted on the same day I had to bring the watch in before 11am...OK!

I then said, when I had enquired yesterday I was told I could come in anytime and there was no mention of having to leave my GMT and pick it up the next day. Now I'm going to have to take 2 days off work. I was somewhat exasperated by this unexplained non-disclosure, but non-the-less retained my composure.

I asked to speak to the receptionist's manager.

At that stage, the receptionist must have pressed the panic button as out of no where appeared a security guard and 3 other people (total 5 people now focusing on me which was intimidating).

All of a sudden the story changed and I was told that there were no Jubilee links in stock, so I could leave or take my GMT and be notified when the links would be available.

This new version of the situation was extraordinary to say the least, but what choice did I have....none.

But my question is "Why?"

[joli160]

Customer satisfaction is clearly not high on the agenda.
So many restrictions and lots of policies just to make even the simplest of things difficult it seems.

[Milkshake]

That’s wild! Rolex wants full compliance now or no links for you. Hard to explain the turnaround otherwise. I bet in a couple days they’ll have a better attitude and some links or at least hope so. That’s wild.

[BNA/LION]

Wow! That's terrible customer service to say the least. As to why I can't even think of any ideas.

Are you planning on sending a letter to Rolex asking them Why? I'd love to hear there response.

[johnk]

......

[fly4food84]

That is crazy… the customer service and the shortage of jubilee links


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[Cassian739]

Wow, that's crazy! Not much about the Crown surprises me these days. Why - because they can. I'm sorry this happened to you, you deserve better given everything you've done for Rolex and TRF.

[painexpert]

Originally Posted by Lol-x

Telephoned Rolex yesterday and enquired about getting 2 additional Jubilee links fitted for my GMT BLNR.

The receptionist checked the Rolex stock inventory, I was told the links were available in stock and I could come in anytime between 10am and 4pm and the links were $96 each.

So today I took a day off work and arrived at Rolex Headquarters (5 storey Rolex Building with major service centre) at 2pm.

I had to produce photo ID to get the links and surrender personal information to Rolex. The receptionist insisted on measuring my wrist with a special measuring tape and agreed that 2 links would be appropriate.

I was then told I would have to come back tomorrow to collect the watch.

After I exclaimed my surprise as it was just fitting 2 links and that I did not wish to take another day off work, I was told there was nothing Rolex could do and that if I wanted the links fitted on the same day I had to bring the watch in before 11am...OK!

I then said, when I had enquired yesterday I was told I could come in anytime and there was no mention of having to leave my GMT and pick it up the next day. Now I'm going to have to take 2 days off work. I was somewhat exasperated by this unexplained non-disclosure, but non-the-less retained my composure.

I asked to speak to the receptionist's manager.

At that stage, the receptionist must have pressed the panic button as out of no where appeared a security guard and 3 other people (total 5 people now focusing on me which was intimidating).

All of a sudden the story changed and I was told that there were no Jubilee links in stock, so I could leave or take my GMT and be notified when the links would be available.

This new version of the situation was extraordinary to say the least, but what choice did I have....none.

But my question is "Why?"

Because the whole world is F' up. Few people care about their jobs. Too lazy to check things properly,etc,etc,etc. "The Paradigm Has Shifted".

[espanol]

We're in a period where the product sells itself. Short term thinking for anyone not attempting to offer stellar customer service.

This phenomena won't last forever. People are getting fed up with the poor customer service. "AD games" are becoming a mockery to many.

[jw0n]

Shortage of jubilee links? That's difficult to fathom. As it is, they are already shipping watches with fewer links (since 2019 iirc) -- I didn't have to remove any jubilee links on my BLNR or remove any oyster links on my DJ36.

[GeorgeK]

Every day I love my Omegas/IWC and others more, and the Rolexes are confined deeper in the safe deposit. I hope my son will have less of a heartburn when he inherits them.

[msum]

This isn’t great…

Sorry to hear about the inconvenience!

[omar-rye]

Originally Posted by GeorgeK

Every day I love my Omegas/IWC and others more, and the Rolexes are confined deeper in the safe deposit. I hope my son will have less of a heartburn when he inherits them.

The wooden box of my 2022 Seamaster 300MP had an issue with the button sticking. I emailed Omega/Swatch Group about it, and they shipped out a new box in two days. Their first email asked for a photo of my warranty card and box, and the second email requested my home address. It was easy as that

[nighthawk77]

Wow. What shocking customer service. Nothing surprises me these days, and unfortunately there seems to be more stories of terrible customer service rather than good.

[PT_91]

Wow, that seems like a very, very disappointing experience. The problem is that everybody will still buy watches from them, no matter how they are being treated. Them knowing this and obviously not giving a damn would be a huge problem in most other industries.

[Golden Phoenix]

But my question is "Why?" I say revenge..................they wanted you to accept everything they said and when you kicked back a bit...... they got backup muscle and then stuck it to you.

The whole attitude of Rolex is disappointing for sure.

[mario1971]

I hope you kept your cool like a Buddhist monk and "killed" them with your calmness.

[Lawlex]

Sorry to hear your experience. I cannot fathom they changed tactics like that. Customer service = intimidating experience
It gets one to think


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[bp1000]

Terrible customer service, especially on such an expensive item. No other way to cut it.

[Cru Jones]

Wow, what a power trip she went on! Sad to read about. Sorry, Steve.

[1st amg]

This is nuts Steve...I cannot believe the intimidating factor they displayed to you....you must be this scary-looking, burly, muscular biker dude. I remember you like motorbikes. So now what are you going to do?

[travisb]

That's bizarre. Did you end up leaving the watch with them Steve?

[Giangos]

What a joke!
I’m assuming this is Melbourne RSC, a total rabble.


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[Spartacus]

Sir, we’ll take your name and add you to the waitlist for links.

Sorry Rolex HQ isn’t Home Depot, probably just an off day, don’t take it out in the employees- nobody wants to be fired over such a minor thing!

[1William]

Sorry to hear. Poor customer service.

[Manu74]

Wow, this is crazy to hear.

[JSolution]

Odd. I have never gone to a service centre for links I just call my AD and he orders them for me.

[sinkholeninja]

Although I still like some of their references a lot, I have decided in the last couple of years to move away from the brand since the customer experience is p**s poor.

In comparison, I’ve recently acquired a Lange from a boutique and was treated as one should be when spending money on a luxury item; with dignity, respect and amazing customer service. As a result, I will happily continue spending my hard earned money with Lange. As for Rolex, not thanks & good riddance.

[brandrea]

Originally Posted by 1st amg

This is nuts Steve...I cannot believe the intimidating factor they displayed to you....you must be this scary-looking, burly, muscular biker dude. I remember you like motorbikes. So now what are you going to do?

Originally Posted by travisb

That's bizarre. Did you end up leaving the watch with them Steve?

I’ll echo what my friends here said Steve. Honestly ….

Curious what you ended up doing.

[Dan Pierce]

Steve, you're probably responsible for more Rolex watch sales world wide than any one individual on this planet, not that your local RSC or Rolex in general would really care apparently. But then that really shouldn't matter. It should have been as easy as their original simple instructions and you would have been satisfied and on your way. Sad state of affairs for the brand.
dP