Scratch on back of case. Brand new purchased at AD

[jungthai0]

Originally Posted by DocHolliday

To be fair, I have been in the position, as many of us probably have, where an AD has an employee that just doesn’t have a sense of customer service or comes off with a sense of snobbery because they are behind the counter. However, as someone posted earlier you have to put yourself in their shoes on this one because you are returning 7 days later with this complaint so anything could have happened in that amount of time. Also, FWIW please don’t buy a loupe! You strike me as someone who will agonize over every imperfection and I promise you will find them on just about every Rolex if you look hard enough. The important point is that you have an excellent timepiece. Time to enjoy it and move on. It’s not worth the spike in blood pressure to pursue this further.


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I always empathize with the other party in a discussion. The scratch is a non issue. The AD problem solving skills is not up to par.

It's simple... how come the person on the phone was able to offer a free polishing while the person in AD will not? Same problem, different sales rep.

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[joli160]

Don't take them up on the free polish next year. Polishing a new watch after one year is not something anybody hear would do unless OCD.
Wear and enjoy it and comes service time 5-10 years down the road let an official RSC deal with it and not an AD. It's a job which requires skills.
The polish is included in the service and will cost you nothing extra. Removing this particular scratch is easy and a 5 minute job.

The second sales rep did not handle it right, but with a family background in retail I can tell you that a lot of customers are making up all kind of BS to shift responsibilities.
Perhaps she had similar experiences.
We always made it right on our expense but it left a sour taste in some occasions.

Let it go and time to enjoy your watch, insisting on CCTV footage to proof your point is way over the top imho

[jungthai0]

Originally Posted by scoot4nat

Your attitude isn't influenced by your thoughts?

Seems that you are trying to say that your manner is very professional but when someone says "I wanted to scream in her face" it makes me sceptical of your manner.

You've shown that your attitude stinks.

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My thoughts does not justify my actions. I did not say or do anything rude... i just thought that in my head as i was speaking to the AD.

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[jungthai0]

Originally Posted by joli160

Don't take them up on the free polish next year. Polishing a new watch after one year is not something anybody hear would do unless OCD.
Wear and enjoy it and comes service time 5-10 years down the road let an official RSC deal with it and not an AD. It's a job which requires skills.
The polish is included in the service and will cost you nothing extra. Removing this particular scratch is easy and a 5 minute job.

The second sales rep did not handle it right, but with a family background in retail I can tell you that a lot of customers are making up all kind of BS to shift responsibilities.
Perhaps she had similar experiences.
We always made it right on our expense but it left a sour taste in some occasions.

Let it go and time to enjoy your watch, insisting on CCTV footage to proof your point is way over the top imho

Awesome. I will wait until it is time for service as I didnt know the polish will be included. Thanks!

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[jungthai0]

Originally Posted by scoot4nat

Your attitude isn't influenced by your thoughts?

Seems that you are trying to say that your manner is very professional but when someone says "I wanted to scream in her face" it makes me sceptical of your manner.

You've shown that your attitude stinks.

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A thought does not correlate with attitude. I hope you understand what I mean. I can think whatever I want. As long as it does not translate into something verbal, my attitude is neutral.

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[hambone1983]

if the issue is service then you should discuss that with the store owner or manager.

Gotta say though, this stuff about how much you make suggests rather strongly that you weren't very respectful to her either. Maybe you think you weren't disrespectful, but a thought process like that combined with how angry you are over this is not a formula for respectful action.

[jungthai0]

Originally Posted by hambone1983

if the issue is service then you should discuss that with the store owner or manager.

Gotta say though, this stuff about how much you make suggests rather strongly that you weren't very respectful to her either. Maybe you think you weren't, but a thought process like that combined with how angry you are over this is not a formula for respectful action.

I can think "this person should die". But it doesnt mean im going to say rude things to someone. I didnt verbally tell her that. Ill never say anything like that. A person is judged by their actions... not by what a persons thinks. A thought is meaningless unless it is followed up with a relating action. My thought was frustration, but if you were there at the time of that conversation, you would think I brushed it off my shoulders. I was calm and collected.

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[HCTM]

Originally Posted by jungthai0

I agree. I mean I just feel the sales rep really judged me today because she did not offer to satisfy me as a customer. I left the store very shocked at how they speak to customers. I just wanted to scream at her for hrt prejudice. She makes nothing as a sales rep and how dare she talk to me like this. I didnt wear a suit...just under casual. She looked at me like i was a pest when i make her whole years salary in probably 4 months.

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Wow..... I am not sure what her salary has to do with how she looked at you.

That aside, just let it go bro. Time is precious and as a business owner you must know that. Forcing them to check cameras is probably not practical or sensible. Let it go, move on and learn from the situation so you know to check everything thoroughly next time. Keep being polite even when complaining though, it will get you much further... though I am not sure what you are hoping for. Just my $0.02.

[sensui]

Originally Posted by jungthai0

Very helpful fact. Any suggestions as to where I should go for polishing in the future? How ofte should i polish? My friend once said to wear the watch until i am selling it and polish before sale if buyer requests.

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RSC is a fairly safe bet from the earlier post but still sometimes hit and miss...because you don't know who exactly is polishing the watch. I'd keep it safe and go with a known independent like LA Watchworks, ABC etc....they can service the watch with ease also. Best imo is never polishing it like your friend says and offer it up as an option to the buyer if you sell.

[Terrakot]

I was in same situation- the AD scratched the back case of my new Explorer. I didn’t lke the idea to polish the brand new watch. Despite of all my complacency, these scratches kept annoying me, so I sold it and by the new one. It cost me 600 euro(

[SevenWays]

https://www.youtube.com/watch?v=qtl_AGgiI9A

Enhance your calm, John Spartan!

[Forum-Dweller]

OP seriously has some confidence/ego issues. I suggest selling your new purchase to fund some therapy. It'll do more for you in the long run.

[Switch]

The sense of entitlement is strong in this thread.

[Old Expat Beast]

Originally Posted by Forum-Dweller

OP seriously has some confidence/ego issues. I suggest selling your new purchase to fund some therapy. It'll do more for you in the long run.

Enough with the insults.

[Rocket_Man]

My watches have many scratches on them and I honestly don't remember making any of them. They just happen. That scratch on the back side of yours looks like it came from the clasp hitting the back of the watch. Maybe you don't remember setting the watch down, or the clasp hitting the back of the watch, but at some point it looks like that was what happened. Did it happen at the AD before you bought it? Did you not notice? When I buy something worth $6K I inspect it. Maybe you didn't inspect it, but you should have. Don't wait for the AD to ask you. You are buying it, you should take the initiative. Unscrew the crown and manipulate the movement. So if this step wasn't done how do you know you didn't make the scratch yourself? There will be many other scratches on the watch and you won't recall how they got there, but you will have made them. We all do. Unavoidable.

To correct one of your statements earlier, the employees at an AD are not Rolex employees. Even at a boutique. They work for the owner of that particular AD. If it was not a Boutique that store is probably a jewelry store and if their watch expert is not in the store at that time then any employee is going to speak to you, they may not be comfortable dealing with a Rolex watch issue and obviously you had already had a conversation with the original rep over polishing the watch.

As to that scratch, I'd not polish it. First of all the back of the case is not polished, it is brushed. Brushed in a very particular way, with a very particular grit, and an AD's is never going to match that. You will be far more unhappy then you are now if you let the AD do that. Maybe the other employee realized this and didn't want to get involved with a future issue. If you are going to polish the watch every time there is a scratch you will be very unhappy with the results.

I'm sure a Rolex AD faces people all the time that buy a watch, spent a ton of money, and it gets scratched. They bring it in and want it taken care of. How long is that supposed to last? You've had the watch for a week. Plenty of opportunity to scratch it, again, you probably would not even notice it at the time unless you ding it on a door jamb. If they offered a complimentary polish what more can you expect? You want them to admit they scratched the watch. They have no idea if the watch was scratched or not. How many watches does this AD sell? From their perspective you didn't bring it to their attention at purchase so it wasn't an issue until you wore it for a week and now there is a scratch. If they are offering you a free polish I think that is generous. But I promise you you will not like the results if you take them up on it.

[NoVaSubowner]

Where is that meme of Captain Piccard holding his head when you really need it?

[SevenWays]

I'm coming around to the idea that "it's just a watch".

Yes, it is also many thousands of dollars but I guess we have to keep it in perspective that it is just a watch or else you end up letting it control your emotions.

With that perspective, stuff like a bad experience at an AD sort of just becomes a lot less important. Better for one's health overall, really.

[topgear1985]

If your 4 month income equates to a luxury jewelry sales associate's yearly salary, surely you can afford a new case back.

[beshannon]

Originally Posted by jungthai0

Its the fact that the more iconic brand in the world hires poorly trained employees to run the store.

You do realize that Rolex has nothing to do with these sales people?

[SearChart]

Originally Posted by jungthai0

This is me NOT in the workplace. As a customer i can freely speak my mind. However if i am at work i am highly professional.

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Who cares, you act like a .....
Keep on talking like that and I bet you won't last long here.

[jaySL350]

Originally Posted by jungthai0

This will not impact me negatively on the quality of the product. It solely shows how poorly they treat younger customers who are not dressed professionally... if they do not satisfy me, I will never buy from an authorized AD for the rest of my life. I love these watches and can see myself buying maybe a few more within the next few years. Buying used is what I was planning on doing from the start anyways. This just means I will always bad mouth the ADs and how if you are young and dont dress formal, they will look down upon you.

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With respect,,i think the days of being judged by what your wearing are long gone,,,,,
When you have " kids" from silicon valley in t shirt,shorts,and flipflops ala Zuckenburg who are billionaires then the above just dont apply anymore,,,
if ADs are judging people by there attire then i imagine they will lose a lot of sales,,,,,,

[jrs146]

Originally Posted by jungthai0

I agree. I mean I just feel the sales rep really judged me today because she did not offer to satisfy me as a customer. I left the store very shocked at how they speak to customers. I just wanted to scream at her for hrt prejudice. She makes nothing as a sales rep and how dare she talk to me like this. I didnt wear a suit...just under casual. She looked at me like i was a pest when i make her whole years salary in probably 4 months.

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I was totally on your side and really feeling for you until this post. I get the sales rep was rude to you but you have no right to be so condescending. No one cares that you make her salary in 4 months. Sales reps are people too. Enjoy your scratched watch and the privilege you feel you have.


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