Subbie coming back from Dallas

[Atl]

Originally Posted by Ivan

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.

Thanks, it means a lot.

[sandytn]

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]

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]

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]

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.

[JaySS]

David,

I truly feel your pain and I am extremely sorry for your frustration.

Your last update seems to suggest Rolex is "passing the buck" by having you contact the dealer again.

Personally, I suspect you will have to make it abundantly clear to the Rolex service manager that you are no longer interested in negotiating with the dealer (who is clearly beneath contempt).

Rolex, through their area representative, can determine if the dealer has done the wrong thing (though this is more than obvious), and ought then to recharge them directly for the repair. I would be suggesting as much to the Rolex service manager.

I wish you the best of luck

Sincerely,

J

[chicagowatchman]

Stick to your guns!

Years ago Rolex service stained the gold bracelet on my day date with something that caused acid like water spots on my band after a service ....after being given the run around and going to the top Rolex USA issued me a brand new watch. So be polite and stay the coures keep records....time is on your side the more you wait the better it is in your favor!

[Nicko]

WHy the hell does the AD even have to touch the watch when it comes back from the RSC? My AD did the same thing, dropped it in a plastic bag and even kept the service box. When I got home I notice the bill had the box on it and an anchor as well! I was so excited when I got the watch back that I didn't even look at the paperwork until the other day. I am pissed they would do this. I know Rolex España didn't ship the watch in a baggie. I'm sure they put it in a box and even included an anchor. I received neither of these two things.

[Atl]

Originally Posted by Nicko

WHy the hell does the AD even have to touch the watch when it comes back from the RSC? My AD did the same thing, dropped it in a plastic bag and even kept the service box. When I got home I notice the bill had the box on it and an anchor as well! I was so excited when I got the watch back that I didn't even look at the paperwork until the other day. I am pissed they would do this. I know Rolex España didn't ship the watch in a baggie. I'm sure they put it in a box and even included an anchor. I received neither of these two things.

Now you know EXACTLY how I feel. When I asked them why they don't give customers their watches in the protective foam box, i was told they take up too much room. Are you kidding? It's a very small box. Welcome to my world.

All, thanks for the support, I am sending a registered letter to the President of Rolex USA, as soon as I find out who that is.

[ayecarumba]

Hi Atl,

Why not just call or walk into Frank Brown's office at the Roswell store? I have a hard time believing he wouldn't try to make this right. His office is in the back...you can often see him in/around the Roswell store during business hours...

Maybe that would get this taken care of?

Anyways, sorry to hear about the issue and best of luck getting it resolved. You spent serious $$$ on this and you DESERVE to be treated respectfully and satisfied with the results.


--Paul

[Atl]

Originally Posted by ayecarumba

Hi Atl,

Why not just call or walk into Frank Brown's office at the Roswell store? I have a hard time believing he wouldn't try to make this right. His office is in the back...you can often see him in/around the Roswell store during business hours...

Maybe that would get this taken care of?

Anyways, sorry to hear about the issue and best of luck getting it resolved. You spent serious $$$ on this and you DESERVE to be treated respectfully and satisfied with the results.


--Paul

I emailed him with no response, I truly don't think he could give a damn.

[ayecarumba]

Originally Posted by Atl

I emailed him with no response, I truly don't think he could give a damn.

My experience is emails are the least effective way to get issues resolved...Maybe he didn't get it? A guy like that probably gets 100s of emails a day and who knows if it even made it to his inbox vs spam folder or if it disappeared into cyberspace?

That's why I think trying to reach him directly might work out better.

Good luck!

--Paul