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LostInTime · 1 June 2011, 05:06 AM

http://consumerist.com/2011/05/rolex...een-again.html

I feel sorry for the guy; a replacement Rolex would not have anywhere near the same value (speaking sentimental here).

STEELINOX · 1 June 2011, 05:11 AM

Quote:

Originally Posted by LostInTime

http://consumerist.com/2011/05/rolex...een-again.html

I feel sorry for the guy; a replacement Rolex would not have anywhere near the same value (speaking sentimental here).

Sad.

roger0770 · 1 June 2011, 05:14 AM

that sucks!

Frogman4me · 1 June 2011, 05:22 AM

:(

CaveDiver · 1 June 2011, 06:44 AM

This is my case and point why I was extremely displeased when my watchmaker shipped my father’s watch to Rolex without my knowledge or consent.

East Bay Rider · 1 June 2011, 06:49 AM

That's disappointing. If he had only waited he would still have the watch.

stylinleems · 1 June 2011, 06:50 AM

That's pretty sad. Yes they replaced the tangible item, but that will never mount to the memories that the father and son shared with that specific watch.

ec51 · 1 June 2011, 06:59 AM

Filing a USPS change of address form could have possibly helped...

GMTcrazy · 1 June 2011, 07:03 AM

Only takes a week to get the Rolex estimate so sounds like there was lot of fault on the consumer here. It does not add up.....

Don't believe everything you read.

GT

Saxon007 · 1 June 2011, 07:14 AM

Quote:

Originally Posted by GMTcrazy

Only takes a week to get the Rolex estimate so sounds like there was lot of fault on the consumer here. It does not add up.....

Don't believe everything you read.

GT

I agree, there may be more to the story than what is being presented. And registered mail doesn't usually just disappear.

bkandj2000 · 1 June 2011, 07:25 AM

Just to save a few hundred bucks? Not worth the risk considering the sentimental value of the piece.

petery555 · 1 June 2011, 07:51 AM

Kudos to Rolex for offering to replace the watch. Too many variables here to blame anyone. Blame can be assigned everywhere.

Sentimental value sure, but Rolex tried to right a wrong. You can't put a value on it. Really what else can Rolex do? Give him 100K and call it day? Give me a break.

If the watch meant that much pay the extra couple hundred and get it serviced right. And don't be a cheapskate and move at the same time. Low class. If anyone can offer a better solution I'd like to hear it.

The GMT Master · 1 June 2011, 07:56 AM

Quote:

Originally Posted by petery555

Kudos to Rolex for offering to replace the watch. Too many variables here to blame anyone. Blame can be assigned everywhere.

Sentimental value sure, but Rolex tried to right a wrong. You can't put a value on it. Really what else can Rolex do? Give him 100K and call it day? Give me a break.

If the watch meant that much pay the extra couple hundred and get it serviced right. And don't be a cheapskate and move at the same time. Low class. If anyone can offer a better solution I'd like to hear it.

Have to agree. I would argue that it was a customer service win rather than a customer service fail. Rolex could have turned around and said "let your insurance sort it out," but they went to the trouble of sorting a new watch out for the guy. Obviously very sad for him, but it could have been avoided

mitchy · 1 June 2011, 10:07 AM

Quote:

Originally Posted by The GMT Master

Have to agree. I would argue that it was a customer service win rather than a customer service fail. Rolex could have turned around and said "let your insurance sort it out," but they went to the trouble of sorting a new watch out for the guy. Obviously very sad for him, but it could have been avoided

x2

Michael M. · 1 June 2011, 10:20 AM

Very sad, poor guy!

HKtoter · 1 June 2011, 10:49 AM

Quote:

Originally Posted by petery555

Kudos to Rolex for offering to replace the watch. Too many variables here to blame anyone. Blame can be assigned everywhere.

Sentimental value sure, but Rolex tried to right a wrong. You can't put a value on it. Really what else can Rolex do? Give him 100K and call it day? Give me a break.

If the watch meant that much pay the extra couple hundred and get it serviced right. And don't be a cheapskate and move at the same time. Low class. If anyone can offer a better solution I'd like to hear it.

I agree too

mountainrivera · 1 June 2011, 10:54 AM

In a way, his dad bought him a new watch so the new watch still has a connection to him. Rolex did the right thing and the best they could do under the circumstances.

sherwin · 1 June 2011, 11:04 AM

One reason, why I would not trust the postal system with any of my rolex (soon to be rolexes!

) unless I have full insurance and no sentimental value attached to it.

DCgator · 1 June 2011, 11:40 AM

Seems to me all worked out somehow, albeit not perfectly. But as someone has said, the blame could not be placed on any one person. My 2c.

gsd119 · 1 June 2011, 11:49 AM

Story smells fishy.

rockyn · 1 June 2011, 12:03 PM

An unfortunate series of events. Who ever he spoke to at Rolex is to blame for not making absolutely making sure the right address was used.

evanvito · 1 June 2011, 02:08 PM

This is unacceptable.

kenhiraihnl · 1 June 2011, 02:29 PM

A similar, but much more mundane experience...My mother-in-law bought a bunch of stuff at a gift shop in Las Vegas, and had them delivered to her room in the hotel/casino where we were staying. I was with her at the cashier, but wasn't paying attention to the details of the room delivery. When the goods didn't show up in her room, we went back to the gift shop and saw that my mother-in-law had written the wrong room number! The hotel bell captain verified that the package was delivered, but the guests in that room had already checked-out. The gift shop kindly replaced all the items on the receipt at their cost. Lesson learned -- never trust the mind of a 90 year-old mother-in-law. LOL.

skyedog · 1 June 2011, 04:34 PM

Quote:

Originally Posted by GMTcrazy

Only takes a week to get the Rolex estimate so sounds like there was lot of fault on the consumer here. It does not add up.....

Don't believe everything you read.

GT

I agree

skyedog · 1 June 2011, 04:36 PM

Quote:

Originally Posted by petery555

Kudos to Rolex for offering to replace the watch. Too many variables here to blame anyone. Blame can be assigned everywhere.

Sentimental value sure, but Rolex tried to right a wrong. You can't put a value on it. Really what else can Rolex do? Give him 100K and call it day? Give me a break.

If the watch meant that much pay the extra couple hundred and get it serviced right. And don't be a cheapskate and move at the same time. Low class. If anyone can offer a better solution I'd like to hear it.

again

a very good point

Cru Jones · 1 June 2011, 06:39 PM

i'm not sure this is a customer service "win" for rolex or why rolex should get "kudos" for mailing the watch to a wrong address, thereby losing it.

they made a mistake and to protect the integrity of their watch service business, which, i'm sure, makes them huge money, they offered a replacement....if people started hesitating to send their watches to rolex for service because rolex can't be trusted to take care of their pieces, i think that would cost them a lot more in the long run.

especially in this case, where the "father's watch" angle of the story probably resonates with many people....

anyway, glad i have an AD nearby so i don't have to deal with the mail....

hnltime · 1 June 2011, 07:35 PM

it is likely that this story is true. if not, i can guarantee you that there are many more cases out there just like it. just this one was put out to the public to hear. i am in the watch service industry and have heard a fair amount of horror stories with many different companies and i'm sure the stories i heard are only a small bit of what's out there. you can't forget that they are handling many watches daily, multi tasking and speaking with numerous people. they are human, and human will make mistakes. it's just a very unlucky situation unfortunately. i feel for him though nothing can replace the sentimental value.

1 June 2011, 05:06 AM	#1
LostInTime "TRF" Member Join Date: Jun 2010 Location: Is Everything Posts: 205	Customer Service Fail http://consumerist.com/2011/05/rolex...een-again.html I feel sorry for the guy; a replacement Rolex would not have anywhere near the same value (speaking sentimental here).

1 June 2011, 06:49 AM	#6
East Bay Rider "TRF" Member Join Date: Oct 2007 Real Name: Bill Location: East Bay RI Watch: GMT-II 16710LN Posts: 12,074	That's disappointing. If he had only waited he would still have the watch. __________________ I bought a cheap watch from the crazy man Floating down canal It doesn't use numbers or moving hands It always just says "now" Now you may be thinking that I was had But this watch is never wrong And if I have trouble the warranty said Breathe In, Breathe Out, Move On J. Buffett Instagram: eastbayrider46

1 June 2011, 06:50 AM	#7
stylinleems 2024 SubLV41 Pledge Member Join Date: Mar 2011 Location: N/A Watch: 116500 Posts: 3,216	That's pretty sad. Yes they replaced the tangible item, but that will never mount to the memories that the father and son shared with that specific watch. __________________ Rolex: 126334 (BL) \| 116610LN \| 116500LN (WT) \| 116500LN (BK) \| 126710BLRO \| 116610LV \| 116710BLNR

1 June 2011, 07:25 AM	#11
bkandj2000 Member Join Date: Oct 2009 Real Name: B A Location: Oklahoma Watch: None specifically Posts: 651	Consumer Fail As Well Just to save a few hundred bucks? Not worth the risk considering the sentimental value of the piece.

1 June 2011, 10:54 AM	#17
mountainrivera "TRF" Member Join Date: Apr 2010 Real Name: Mike Location: Staten Island Posts: 256	In a way, his dad bought him a new watch so the new watch still has a connection to him. Rolex did the right thing and the best they could do under the circumstances. __________________ "A champion is someone who gets up when he can't." Jack Dempsey

1 June 2011, 05:14 AM	#3
roger0770 Banned Join Date: Nov 2009 Location: On Earth Watch: A Few Posts: 1,510	that sucks!

1 June 2011, 05:22 AM	#4
Frogman4me Banned Join Date: Jun 2010 Location: Maryland Posts: 6,268	:(

1 June 2011, 06:44 AM	#5
CaveDiver "TRF" Member Join Date: Dec 2009 Location: Dallas Posts: 1,075	This is my case and point why I was extremely displeased when my watchmaker shipped my father’s watch to Rolex without my knowledge or consent.

1 June 2011, 06:59 AM	#8
ec51 Banned Join Date: Apr 2011 Real Name: Eric Location: NY Watch: 14060M Posts: 1,642	Filing a USPS change of address form could have possibly helped...

1 June 2011, 07:03 AM	#9
GMTcrazy Banned Join Date: Jan 2008 Location: Makati/FL Posts: 301	Only takes a week to get the Rolex estimate so sounds like there was lot of fault on the consumer here. It does not add up..... Don't believe everything you read. GT

1 June 2011, 07:51 AM	#12
petery555 Member Join Date: Apr 2011 Real Name: Peter Location: chicago Watch: 116520 blk Posts: 31	Kudos to Rolex for offering to replace the watch. Too many variables here to blame anyone. Blame can be assigned everywhere. Sentimental value sure, but Rolex tried to right a wrong. You can't put a value on it. Really what else can Rolex do? Give him 100K and call it day? Give me a break. If the watch meant that much pay the extra couple hundred and get it serviced right. And don't be a cheapskate and move at the same time. Low class. If anyone can offer a better solution I'd like to hear it.

1 June 2011, 10:20 AM	#15
Michael M. Banned Join Date: Aug 2010 Location: Newport Beach, CA Posts: 8,391	Very sad, poor guy!

1 June 2011, 11:04 AM	#18
sherwin "TRF" Member Join Date: Nov 2007 Location: Perth/Singapore Posts: 1,764	One reason, why I would not trust the postal system with any of my rolex (soon to be rolexes! ) unless I have full insurance and no sentimental value attached to it. __________________ Want to Buy:SS GMT black;116509 WG Daytona Metrorite

1 June 2011, 11:40 AM	#19
DCgator "TRF" Member Join Date: Jul 2010 Location: PNW Watch: DS,BLNR,SubLV,DJ2 Posts: 8,123	Seems to me all worked out somehow, albeit not perfectly. But as someone has said, the blame could not be placed on any one person. My 2c.

1 June 2011, 11:49 AM	#20
gsd119 Banned Join Date: May 2011 Real Name: Karl Pruetzel Location: IUNA Watch: Patek Posts: 58	Story smells fishy.

1 June 2011, 12:03 PM	#21
rockyn "TRF" Member Join Date: Sep 2008 Real Name: Robyn Location: nanaimo canada Watch: GMT IIc Posts: 479	An unfortunate series of events. Who ever he spoke to at Rolex is to blame for not making absolutely making sure the right address was used.

1 June 2011, 02:08 PM	#22
evanvito "TRF" Member Join Date: Apr 2011 Real Name: Lennard Location: Fremont, CA Watch: Explorer 214270 Posts: 408	This is unacceptable.

1 June 2011, 02:29 PM	#23
kenhiraihnl "TRF" Member Join Date: Mar 2010 Real Name: Ken Location: Hawaii Watch: 5512 Posts: 911	A similar, but much more mundane experience...My mother-in-law bought a bunch of stuff at a gift shop in Las Vegas, and had them delivered to her room in the hotel/casino where we were staying. I was with her at the cashier, but wasn't paying attention to the details of the room delivery. When the goods didn't show up in her room, we went back to the gift shop and saw that my mother-in-law had written the wrong room number! The hotel bell captain verified that the package was delivered, but the guests in that room had already checked-out. The gift shop kindly replaced all the items on the receipt at their cost. Lesson learned -- never trust the mind of a 90 year-old mother-in-law. LOL. __________________ Rolex Milgauss GV (100m 330 feet) (2010) * Rolex Submariner 5512 (200m 660 feet) (1961)

1 June 2011, 06:39 PM	#26
Cru Jones 2024 SubLV41 Pledge Member Join Date: Mar 2010 Location: Paris, France Posts: 35,307	i'm not sure this is a customer service "win" for rolex or why rolex should get "kudos" for mailing the watch to a wrong address, thereby losing it. they made a mistake and to protect the integrity of their watch service business, which, i'm sure, makes them huge money, they offered a replacement....if people started hesitating to send their watches to rolex for service because rolex can't be trusted to take care of their pieces, i think that would cost them a lot more in the long run. especially in this case, where the "father's watch" angle of the story probably resonates with many people.... anyway, glad i have an AD nearby so i don't have to deal with the mail....

1 June 2011, 07:35 PM	#27
hnltime "TRF" Member Join Date: May 2010 Real Name: David Location: Honolulu Watch: 5513 Gilt, Posts: 6,937	it is likely that this story is true. if not, i can guarantee you that there are many more cases out there just like it. just this one was put out to the public to hear. i am in the watch service industry and have heard a fair amount of horror stories with many different companies and i'm sure the stories i heard are only a small bit of what's out there. you can't forget that they are handling many watches daily, multi tasking and speaking with numerous people. they are human, and human will make mistakes. it's just a very unlucky situation unfortunately. i feel for him though nothing can replace the sentimental value.

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