Rolex HQ has run out of Jubilee Links

[Andad]

Originally Posted by Scottyboy

Another reason why people should learn to adjust their own watches.

Sorry OP, not a nice experience at all.

RTT

Steve could easily fit the links but Rolex have to supply them first?

[Scottyboy]

Originally Posted by Andad

RTT

Steve could easily fit the links but Rolex have to supply them first?

OP specifically talks about having the links 'fitted' on more than one occasion, and never suggests he's only there to buy the links to fit himself.

Surely the whole problem here is Rolex have the links in stock, but want to fit them in their own time, hence why they want the customer to come back the following day?

[Dirt]

Originally Posted by Scottyboy

OP specifically talks about having the links 'fitted' on more than one occasion, and never suggests he's only there to buy the links to fit himself.

Surely the whole problem here is Rolex have the links in stock, but want to fit them in their own time, hence why they want the customer to come back the following day?

It's hard to say anything definitive as to whether the links are in stock or not.
Nobody knows the back of house situation.
Reception and Steve are the only common denominators.

[Andad]

Originally Posted by Scottyboy

Another reason why people should learn to adjust their own watches.

Sorry OP, not a nice experience at all.

So why don’t you explain your post?

Steve’s first choice was to have Rolex supply and fit the links but I know he would have been quite happy to have been able to purchase them and screw them on if there was to be a delay.

Do you think Steve is not capable of fitting a couple of links to a watch?

Knowing Steve this will not end well for Rolex.

[Scottyboy]

Originally Posted by Andad

So why don’t you explain your post?

Steve’s first choice was to have Rolex supply and fit the links but I know he would have been quite happy to have been able to purchase them and screw them on if there was to be a delay.

Do you think Steve is not capable of fitting a couple of links to a watch?

Knowing Steve this will not end well for Rolex.

I wouldn't know if Steve either is or is not capable of anything, considering I've never met this strager on the internet.

His post seemed to suggest that Rolex would be fitting the links, hence why they wanted him to leave it there. At no point did he mention he wanted to purchase and fit the links himself, quite the opposite.

As I said in my post, I am sorry OP had an unfortunate experience. But if he made it clear (perhaps he did, I wasn't there) that he wanted to fit the links himself, I doubt the Rolex rep would've insisted that he leave his BLNR with them.

[KatGirl]

Originally Posted by Scottyboy

I wouldn't know if Steve either is or is not capable of anything, considering I've never met this strager on the internet.

His post seemed to suggest that Rolex would be fitting the links, hence why they wanted him to leave it there. At no point did he mention he wanted to purchase and fit the links himself, quite the opposite.

As I said in my post, I am sorry OP had an unfortunate experience. But if he made it clear (perhaps he did, I wasn't there) that he wanted to fit the links himself, I doubt the Rolex rep would've insisted that he leave his BLNR with them.

And yet, it sure sounds like that is exactly what happened. They deliberately intimidated him, which is ridiculous. I think he was so shocked, he just did as he was told. Sometimes, in an unexpected confrontational moment, it’s hard to react, as you normally would. Hopefully, they call, and tell him his watch is ready, and they’ve only added the links.

Kat


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[EEpro]

Rolex customer service is terrible. People recommending RSC are just the ones getting a 5 min oil change and coat of wax at the jiffy lube and moving along.

Customer service is moot until something goes wrong.

[Number3]

Originally Posted by EEpro

Customer service is moot until something goes wrong.

Absolutely.

[Henrimontgomery]

I am not gonna assume or imply you have no savoir-être, but this reminds me of the Ben Stiller movie where an air attendant trolls him into bursting out.

The receptionist calling security and then swiftly asking you to leave as they have nothing for you, ever, looks like a sketch.

I wonder when Rolex became so easily offended.

[SearChart]

Originally Posted by EEpro

Rolex customer service is terrible. People recommending RSC are just the ones getting a 5 min oil change and coat of wax at the jiffy lube and moving along.

Customer service is moot until something goes wrong.

I respectfully disagree.

[EEpro]

Originally Posted by SearChart

I respectfully disagree.

I'm glad you feel that way. They lost me as a customer for life. No chance I'm going back.

[SearChart]

Originally Posted by EEpro

I'm glad you feel that way. They lost me as a customer for life. No chance I'm going back.

I'm not trying to convince you, if you found something that works better for you then that's great

[prozac51]

I deal with customer sales and support and thoroughly agree that the situation could have been handled better. The original phone reception should have briefed you on the day’s cut-off and calling security on a relatively composed customer is a big no no. Some might even find it humiliating that security was called on them, and this in turn could have escalated to undesirable levels.

[ROLEX MAN]

Oh Steve!
I would be pi$$ed off!
Hopefully they’ll look after you.
Otherwise.

[Mystro]

Yea, it’s just a watch. I went though a Rolex cooling off period years back with their new “Parts exchange policy” and really appreciated other brands like Panerai and Omega that went out of their way with just over the phone customer service requests.
I spoke to Rolex for a catalog a few weeks back and they were great and had a new one at my door in 4 days. I suspect this treatment is a local staffing issue. It doesn’t excuse it as there is arrogant and dismissive culture in the brand.

Big picture : For your own mental health, I would give this one a pass and see how it plays out when you retrieve your watch. At that point, being professional and courteous is always to your advantage if this escalates further. Certainly I would use what tools you may have access to and express your concerns higher up to those that matter. These low level staffing are plebeians. You need to capture the right ear higher up.

[1William]

I am sorry this happened to you.

[m3tek44]

Sorry to hear!

[Speedbird-1]

Steve, as 'Facilitator'and Main Man, of this fabulous forum, couldn't you have pulled a few strings, with some of your contacts here?
DavidSW, for example?

[Calatrava r]

Incredible and unfortunate experience. Hopefully you will have the links very soon.

[77T]

If this doesn’t explain why ADs exist, then I don’t know what would. Long read ahead to connect the dots…

I am angry with the “tower of power” that has lost its centric pure focus on a customer.

Here goes:
Rolex factory reps have virtually no connection with the end-user or the fruits of their labors. They are classically alienated from their work and the customer due to loss of any control of their own. It is the Rolex way or the highway (i.e., termination)

This alienation is toxic for the worker who invariably loses the ability to determine the right thing to do for a customer. They are virtually deprived of the right to think for themselves and direct their own actions. To determine the character of those actions - to define the customer relationship when a request doesn’t “fit” the strictures - and to own the value proposition of the product and services delivered by their own labor.

Sadly, the original point of contact must stay within the strict constraints the RSC puts on her. Had she just fulfilled Steve’s request, brought 2 links from the back, collected the price, and sent him on his way then he’d have been happy and she would have likely been chastised.

Why does she engage in the passive-aggressive behavior of a Rolex SWAT’ing in the lobby? Perhaps it’s her only way to gain some sense of twisted control.

Officiousness in its raw form.
No excuse but I’ve seen it before.

Now that brings me to the AD. They need the customers and have local control to do the right thing. They sell much more than Rolexes. They have many products. In a way, they sell “joy”. Their mantra is customer delight. They serve the champagne, the chocolates, the “experience”, and try to deliver on expectations every day.

No, ADs aren’t perfect but I’ve known my fair share of owners at ADs as well as small dealers. My point is multi-channel is the best way to avoid the experience Steve had.


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[Lol-x]

At some future point in time I'll get my watch with or without links. I'll deal with the situation as it happens but for now there it little I can or wish to do.

Thanks for your support and suggestions, we'll see how it plays out.

[Bladeshot]

Steve, I’m sorry to hear this and that it occupied your mind overnight. It would have kept me up, too.

What a horrible move by Rolex, for any customer, least of all, you. Your platform is huge for brand advocacy. They should be ashamed. If any of them monitor this forum, I hope they will take action and quickly issue an apology.

I’m not sure how composed I could have been.

We will see how this unfolds.


Just another WIS who loves to trade.
@bladeandwatch1 on IG

[ROLEX MAN]

If they only knew who there dealing with!!

[csaltphoto]

[RTG]

Originally Posted by csaltphoto

Head of Rolex Customer Relations

[hutch300]

Hopefully they get you sorted out. Its disappointing to hear this. Imagine if they knew who you were. You are the forum dedicated to them!

[inadeje]

I assume you didn’t disclose who you are? I mean your link to this forum.

Frankly, that’s pitiful treatment you received Steve and very troubling. Belittling the consumer is a fateful commercial mistake. Such attitudes are preposterous.

ADs demonstrating snobbery and now this from RSC. Sad.

[cpatab2020]

What an upsetting and aggravating experience especially for someone dedicated to brand, its heritage, and the hobby. No one should be treated that way. It’s hard to maintain my own enthusiasm given the hurdles for ownership and challenges with a relatively mundane bracelet upgrade. Not everyone is a gray market flipper. Fortunately, my local AD (the entire shop) knows how to communicate with and treat customers.

Hope everything is smoother over soon.

[PeterKelly]

I took a ten year “ holiday” from Rolex and am only recently back with a couple of pieces I bought from the grey market. I have been enquiring at the local AD about a potential dial swap on my DJ 36 116200 and discovered their “rules” regarding this swap are autocratic and inflexible.

This post, the other recent one regarding the mandatory bracelet and my experience so far on the dial swap have me wondering why I ended my Rolex holiday……

[Sunny Arizona]

“Don’t you know who I am!”