Subbie coming back from Dallas

[Atl]

As some of you know, I sent my new two month old Sub Date to Dallas for regulation under warranty. When it came back to my AD, Brown and Co. took it out of it's protective foam from Dallas and dropped in in a plastic baggie. It got scratched. they offered to polish it after I was shocked they would do such a thing, and they not only screwed that up, but the polishing wheel left a nice divot cut in the bezel. As I was about to go mental at this point, they took it back to the back, and after 5 minutes, came back and said that is as good as they could do, sorry. So I sent it back to Dallas for a new bezel and polish myself. My question is this:

1) I ask to have them pay the $295.00 Dallas is charging me to fix the damage. They could say no.
2) I could ask for a store credit for the bill. Don't really want one.
3) I could take them to small claims court, if they blow me off.
4) I could report them to Rolex USA, would that even help??? Is it even a threat, or does RUSA actually care how their customers are treated?

Ideas? Anything I am not thinking of? Watch should arrive Monday at my home, and NOT at Brown and Co.!!

[Saxon007]

I would have demanded that they send the watch back to Rolex for repair on their dime since they damaged it. Since that option is no longer available I would present them with the bill with the clear understanding that if they do not pay for it you will not only report them to Rolex USA but will see them in small claims court.

[mck22]

Sorry to hear about the bad luck. I would ask them to pay the bill for sure. Hope it all works out for you.

[moviefreak]

100% It was their fault... your property damaged in their place... Did you explained all that in a letter to RSC... if they knew that they would make the AD pay or do it for free.. RSC Customer Service is excellent. If you didn't send a letter call them back and explain the situation. AD should pay for shipping too... around 30USD...

[Speed]

Your soon-to-be_Ex AD should pay the $295!!!

That is the LEAST they should do

[moviefreak]

I have no problem with beating my watches.. as long I am the one doing it...

[omg]

Very sorry to hear that, I think they will pay for the bill.
I bought my SD there, and they were pretty nice to deal with but I sent my DJ to Dallas myself though.
Good Luck!

[Atl]

Originally Posted by moviefreak

100% It was their fault... your property damaged in their place... Did you explained all that in a letter to RSC... if they knew that they would make the AD pay or do it for free.. RSC Customer Service is excellent. If you didn't send a letter call them back and explain the situation. AD should pay for shipping too... around 30USD...

I did send a VERY detailed letter to Dallas, as well as phone calls, they were upset a dealer would do this, they have been nothing but kind, one of the service ladies said she was praying for me when she could hear I could barely speak, I had the flu at the time, VERY touching! I LOVE this RSC! And can't wait to get my watch back, but I do not like negative confrontation, and dread the visit with the bill to Brown And Co.

The $295.00 bill included shipping costs.

[Speed]

Originally Posted by Atl

I did send a VERY detailed letter to Dallas, as well as phone calls, they were upset a dealer would do this, they have been nothing but kind, one of the service ladies said she was praying for me when she could hear I could barely speak, I had the flu at the time, VERY touching! I LOVE this RSC! And can't wait to get my watch back, but I do not like negative confrontation, and dread the visit with the bill to Brown And Co.

The $295.00 bill included shipping costs.

Would you rather eat the $295?

[sakuraba]

Originally Posted by Atl

but I do not like negative confrontation, and dread the visit with the bill to Brown And Co.

I was going to suggest Judge Judy.

I would seriously consider small claims court if they screw you on this.

Good luck, David.

[Wolfgang427]

I still don't know why people use AD's to send their watches to the RSC when you can do it yourself and avoid the middleman. Have them(AD) pay the bill, they caused the damage.

[walds11]

In this case, I would of made the AD send the watch, pay for the shipping charges and bill. Since David sent it, then he will most likely be stuck paying (the AD already said no, so all of this is a mute subject).

Originally Posted by wolfgang427

I still don't know why people use AD's to send their watches to the RSC when you can do it yourself and avoid the middleman. Have them(AD) pay the bill, they caused the damage.

[smallcandle]

I would insist on speaking with the owner, even if that means making an appointment. Then I would simply explain the chain of events from beginning to end and make them explain to me why they are not liable for damage that they caused to my watch. If they are an ethical business they will own up to their responsibility. If not, you will have to decide just how far you want to take this. Good luck and I hope they do right by you!

[Black Bay Dan]

I had a very similar experience, in that my AD scratched my beautiful (just Serviced by Bexley) Explorer, whilst attempting to fit a new bracelet. Not only did I insist that they return the watch to Rolex for a full polish and rebuild, but also that they replace the "new" Oyster bracelet with a brand new one, since the AD had scratched the first one. I totally agree withe above posts that suggest cutting out the AD when needing an RSC Service. I will be going direct to Bexley in the future for all my future Services (they even suggested this themselves!) Good luck with your AD. Cheers.

Dan

[smc]

As much as I abhor it when people do it, it might be time to go in during their busiest time and make a spectacle.

[sandytn]

May be a good idea to explain the sequence of events to RSC and request them to debit the AD for service charges. In my experience, RSCs have excellent customer orientation and may help you out.

[Speed]

Watcha gonna do, eh?

[jchampton]

Originally Posted by smc

As much as I abhor it when people do it, it might be time to go in during their busiest time and make a spectacle.

Completely agree that it's terribly annoying to watch when others do it, but if you try to resolve the situation privately (for the benefit of the AD) and they still don't do the right thing, then oh yes, this situation defiinitely warrants a spectacle.

Just reading about this aggravates me. Hopefully they'll do the responsible and proper thing and cover the expense. Best of luck to you.

[Atl]

Originally Posted by walds11

In this case, I would of made the AD send the watch, pay for the shipping charges and bill. Since David sent it, then he will most likely be stuck paying (the AD already said no, so all of this is a mute subject).

They did not say no as I have not presented the bill to them yet. I don't know what they are going to say until I go there tomorrow.

[Atl]

Originally Posted by sandytn

May be a good idea to explain the sequence of events to RSC and request them to debit the AD for service charges. In my experience, RSCs have excellent customer orientation and may help you out.

Just got off the phone with Dallas, and they said if Brown and Co. blows me off, to call them immedately. They do not debit AD's for their screw ups, but they want me happy and will fight for me if need be.

David

[Atl]

Originally Posted by walds11

In this case, I would of made the AD send the watch, pay for the shipping charges and bill. Since David sent it, then he will most likely be stuck paying (the AD already said no, so all of this is a mute subject).

If I had them send it, I was afraid of it being thrown in another zip lock baggie again, and starting this all over again! I don't trust them.

As for being stuck, I don't think so, if they blow me off, I will call Dallas as they told me to do, and if they blow Dallas off (hopefully unlikely), than I will see them in small claims court. I will have justice!

[jimi]

Originally Posted by Atl

If I had them send it, I was afraid of it being thrown in another zip lock baggie again, and starting this all over again! I don't trust them.

As for being stuck, I don't think so, if they blow me off, I will call Dallas as they told me to do, and if they blow Dallas off (hopefully unlikely), than I will see them in small claims court. I will have justice!

Hi Atl! May I know how you send your watch to RSC Dallas? I would like to send mine for regulation under warranty. I bought my watch from another state so I can't send it through the AD. Thanks.

[MortgageGuy]

Originally Posted by Atl

Just got off the phone with Dallas, and they said if Brown and Co. blows me off, to call them immedately. They do not debit AD's for their screw ups, but they want me happy and will fight for me if need be.

David

Spectacle? Confrontation??? This sounds like fun

I am sorry to hear of your troubles, I had a numerous number of issues with a GMT IIc and my local AD actually purchased the watch back from me at full price...go figure. They can and will do it. Remember, the squeaky wheel is oiled first You will be very surprised how quickly Rolex will contact the AD once you call and complain, I am talking minutes. I called Rolex at my AD's recommendation for my GMT (not complaining about the AD but the watch) and after my call, I called AD back and withing about 30 seconds on the phone he said could you please hold Rolex is calling me now... Guess what, it was about me. They take this VERY seriously so I would doubt if this would be billed to you in the end. Worst part is you have a brand new watch going in again. As I mentioned above, I am very sorry you are going through this, I know how you feel and it is not fun Please let us know what happens.

[Rags]

Originally Posted by Saxon007

I would have demanded that they send the watch back to Rolex for repair on their dime since they damaged it. Since that option is no longer available I would present them with the bill with the clear understanding that if they do not pay for it you will not only report them to Rolex USA but will see them in small claims court.

Thats exactly what I would do. The guy that took it out of the protector & DROPPED it in a plastic bag should be made to pay to have it fixed....

[Atl]

Originally Posted by jimi

Hi Atl! May I know how you send your watch to RSC Dallas? I would like to send mine for regulation under warranty. I bought my watch from another state so I can't send it through the AD. Thanks.

Call Dallas RSC: 214-871-0500, ask for service, and request the free shipping box kit. Once you get it it's about 5 minutes to box it all up, it even comes with the proper shipping labels. You don't need to use the brown tape they enclose, the Post Office will do that for you, don't seal the box either with plastic tape, just take it unsealed to the Post office, they prefer to seal it themselves, then fill out your address, and pay the postage. Instructions are also included. Easy! Registered mail is insured to $25,000.00, if your watch cost more, you need to pay extra insurance.

[Atl]

Originally Posted by Rags

Thats exactly what I would do. The guy that took it out of the protector & DROPPED it in a plastic bag should be made to pay to have it fixed....

That is EXACTLY what I am doing, I went to Brown and Co. yesterday but the service manager is out till Tuesday, I'll know then what is next: excellent customer service or a fight.

[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

[Atl]

I guess my saga really was too depressing!

[smallcandle]

Sometimes it is just better to "cut your losses" in the name of sanity. Find another AD that you are comfortable with and try to resume your passion. And when the opportunity presents itself don't be afraid to recall your experiences with Brown and Co. so that others can avoid them if necessary.

[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.