Mad at Panerai - What's fair?

[TonyD]

I'll try to make this short but will fail I am sure. I'm leaving out many details because it doesn't really matter.

I love my local AD, nice people, always fun to talk to, great service etc. One day I walk in on a whim and bring another watch I no longer wear and discuss a trade for a new PAM.

They call Panerai and are assured they can get the model I want in 2 weeks, no problem. The owner makes me a reasonable offer and we make a deal. I leave my watch/box/papers and pay the balance on my credit card.

[Sidebar - Yes many mistakes were made. Should have sold my watch and made more money. Should have bought the PAM here on TRF for less. Should not have traded/paid until the PAM was on hand. I'll concede all of them.]

Fast forward 2 weeks and I am informed Panerai messed up and now its looking like August, at least 8-12 weeks instead of 2. Also they sold my trade the first day they had it.

I tell them not acceptable and owner gets with Panerai rep and they locate one. When it arrives my salesman informs me it is scratched and that I won't want it. I am happy that he knows me well enough and that he took time to check it before just showing it to me and letting me find the scratches. Watch was in the FL boutique and is really rough.

They can polish it out but there are more than a few scratches and a few small nicks. I decline and don't take the watch. No pressure to take it as is.

So now I wait. Panerai rep is on vacation but working on it. I am promised a new one asap but no idea when.

Through all of this no offers were made to me ie free stuff, discount, refund etc only apologies and effort to get the watch. No threats or anything made by me, only told them firmly that I am very angry and feel deceived. Had I known watch would be 8 weeks I would have not made the deal for sure.

So now what is fair?

Suck it up and wait, they will get me the watch which is all I was promised?
Get a refund of trade value and go elsewhere?
Expect some kind of compensation ie strap or $?
Expect Panerai rep to provide compensation since he messed up?

What is the right/fair thing to do here from both sides?

[Rodentman]

My opinion is to wait for the watch you want. Time wounds all heels, and it will wound the heel of the AD and rep.

That said, I'd ask for some recompense, I'd try to have them expectorate a free strap, or even two. They should try to find one sooner than 8-12 weeks too.

I'd stick with the deal to get what you want even if some more time is involved.

[TonyD]

Just to add.... I'd like to keep this as logical as possible and avoid name calling, find a new AD and expecting ridiculous free stuff etc.

Also, I have started making my own straps and I love it. (Story for another day) Therefore I really don't want/need any. Maybe then a few buckles would help though.

I'm trying not to be that angry idiot that yells and stomps his feet.

[advocatia]

We all make mistakes. Anxious to get a new watch, I have traded in pieces (more than I care to remember) for far less than I could have obtained by selling them elsewhere. You are paying the price of convenience. I am curious as to what PAM model you are referring to and why you did not go to a Panerai boutique. Perhaps there are none nearby.

Anyway, at this point you are going to have to wait a bit and suck it up. Fortunately, it looks as though there are several other fine pieces in your collection to wear while you wait. You should though ask your AD to put pressure on Panerai to locate you the watch on a priority/expedited basis under the circumstances.

[Rodentman]

Tough as it may be, try to kill them with kindness. I bought a BNIB Panerai from the AD (only one in the state) and the date was resetting at 6pm. I had the watch less than 1 day and it went to their SC (in Dallas I think). They expedited the repair in less than 2 weeks and I got a nice discount on my next purchase. It wasn't really their fault, I had other watches to wear, and I knew they'd make it right.

A good relationship with an AD is worth maintaining. It's a two way street but sometimes the customer needs to go more than 50%. A couple of buckles sounds like a nice resolution.

[travisb]

At this point i'd wait it out.
It doesn't hurt to ask if they can give you a little bit better of a price or maybe a free strap or 2.
The good thing is you know you've got a brand new PAM on the way and you'll likely forget about all the BS once its on your wrist.
Frustrating I'm sure..

[badgtho]

Things happen. This is small potatoes in the scheme of things.

What could/should have the AD done better for you? They gave you the info they had. They updated you as it changed. They tried another solution.
They informed you that said solution would not be acceptable to you in their opinion.

Now you want something for free because why exactly?

No offense. You sound ridiculous.

[subtona]

Originally Posted by Rodentman

Tough as it may be, try to kill them with kindness. I bought a BNIB Panerai from the AD (only one in the state) and the date was resetting at 6pm. I had the watch less than 1 day and it went to their SC (in Dallas I think). They expedited the repair in less than 2 weeks and I got a nice discount on my next purchase. It wasn't really their fault, I had other watches to wear, and I knew they'd make it right.

A good relationship with an AD is worth maintaining. It's a two way street but sometimes the customer needs to go more than 50%. A couple of buckles sounds like a nice resolution.

Certainly more flies with honey

It was however unprofessional on their part to sell your watch without holding up their end of the bargain .... They made a profit off of it and provided you with nothing in return..... It is very reasonable for them to "pay" for their unprofessionalism... A large percentage out of the profit they made off of your trade in would be fair imho, That still leaves them with profit on the trade in as well as the new sale and most importantly a satisfied customer.

[TonyD]

Originally Posted by badgtho

Now you want something for free because why exactly?

I never asked for anything. I even told the salesman I didn't want anything except what was promised me.

The issue is I feel like I was deceived, not by the AD but by Panerai. They said the watch would be available in 2 weeks. I made the deal 5 minutes later and the AD placed the order. So what happened?

[Rodentman]

They (Panerai) should check stock in every store in the country, and have another AD transfer it and you'll have it in a couple of days. Of course I don't know what arrangement Panerai has with its AD's, but I don't see anything wrong with that. The AD transferring the piece should go to the top of the list for the next allocation.

[TonyD]

It doesn't seem like AD's have arrangements like car dealers where they swap or sell stock. They had to get me the one they found from a boutique, and it sounded like that was unusual and required some effort. It sounds like I am stuck waiting for a fresh one to arrive in the country. My AD is pushing so we will see what happens.

[Rodentman]

Well, I guess you will need to wait, unfortunately. I think the dealer will probably offer some concession. A few bucks to them will help secure a repeat customer, and they like that.

[mfer]

Couple free straps are pretty standard from what I understand.

[badgtho]

Am I the only one that thinks this type of stuff just happens? Short supply is part of the allure.

[advocatia]

Originally Posted by badgtho

Am I the only one that thinks this type of stuff just happens? Short supply is part of the allure.

When you spend a great deal of money on a luxury item you should receive top service and promises should be kept. Perhaps the AD should have had Tony hang on to his trade until the PAM arrived. Tony has held his part of the bargain and is still without his watch. I would be all over their arses. I see nothing wrong with the original post. It is not "ridiculous" at all IMHO.

That said, it's not my nature to ask for anything in the form of a discount or strap or whatever in return. That's just not how I roll. BUT, if the AD did not offer anything as a gesture, I would take my business elsewhere in the future. Period.

[Andad]

x2 Andy.

[psv]

I understand that you are ticked off about the situation but it is not like you are without watches... ;-)

Panerai put your AD in a difficult positions, both owes you IMO - some nice free-bees would go a long way. And then enjoy the summer and look forward to your watch.

[Chewbacca]

sorry to hear but its up to the AD to go to bat for you. you shouldn't have to do his/her job and the PAM rep is just that, a PAM rep. however, the AD should have put the sourced damaged replacement in their inventory as a 'DEMO' and allowed you to wear it until yours arrived. if it has the damage you mentioned, it can't be sold as new anyway and they would have made a customer for life.

[badgtho]

I just find this entire topic rather trite
#firstworldproblems

The AD seems to value the relationship and is doing what they can.
Does someone really expect heaven and earth to move so a watch can be had sooner?

Does the OP have no way to tell what time it is?

[badgtho]

Originally Posted by Chewbacca

have put the sourced damaged replacement in their inventory as a 'DEMO' and allowed you to wear it until yours arrived. if it has the damage you mentioned, it can't be sold as new anyway and they would have made a customer for life.

Now that seems like a very reasonable solution.

Well stated.

[Auto16610]

Never believe an AD when they say they are getting a certain watch in. Good luck. I am sure it will all turn out right.

[elazarus]

It's very difficult for Panerai to ship a particular model to an AD....too many variables such as allocation, AD vs. Boutique, your AD's "weight" with Panerai etc.

Getting the piece from another dealer is "iffy" as it could have been tried on by 100 different people (apparently this one was) and shows some scratches from the counter that has been banged a number of times.

Waiting for a NIB to come from Panerai is the best option as it will be truly NIB and you will have the honor of unboxing the piece.

Elliot

[ocwatching]

sorry...late to the party but agree with other...wait it out..
talk to the AD to make amends...

[toulouse]

I'd be frustrated too, but I'd just have to be patient and hope it comes in sooner. I would expect a strap thrown in for my patience, however. Id be surprised if they don't hook you up with some sort of token of their appreciation.

[mborkow]

Originally Posted by badgtho

I just find this entire topic rather trite
#firstworldproblems

The AD seems to value the relationship and is doing what they can.
Does someone really expect heaven and earth to move so a watch can be had sooner?

Does the OP have no way to tell what time it is?

Talk about trite...this is a luxury watch forum; your comment could be made about every problem posted here.

I'd be upset...this is about a promise not kept.

[badgtho]

Originally Posted by mborkow

Talk about trite...this is a luxury watch forum; your comment could be made about every problem posted here.

Lol. Point taken. Well played.