Rolex: Love the product, hates the experience

[Qwarktastic]

Like the OP, I couldn't like the product more. I was fortunate also to have a great rapport with an AD too which made the whole experience wonderful.

Then Covid hits, personnel get shuffled around and suddenly I'm 'homeless' where AD's are concerned... going to new AD's very quickly you get the sense of what other people's dissatisfaction is all about. Even just asking questions about Rolex is unpleasant. Different story if you ask to look at some Breitlings or Omegas though... they suddenly warm up!

Point is for the vast majority of newcomers it's not going to be the warmest of welcomes to the brand so I do wonder what this might mean long term... Who knows? It's not doing them any harm in the short/medium term evidently.

[Sprta]

Interesting regarding the negatives postings and suggestions to try other brands, yet here we are on the Rolex Forum. Yes people are frustrated they cannot obtain the Rolex watches at their AD at MSRP. However if they were readily available there would be less interest in acquiring them.

[RogerOP]

Rolex don’t make the most accurate watches, nor have the best movements, etc so how are they the best tool watch?!

WTF does “tool watch” even mean?!

Let’s face it, Rolex is nothing more than status piece. You have a chrono, but when did you actual use it multiple times a day let alone a week?

The fact is luxury cars, PS5, graphics cards, laptops and everything else has a huge delay on them right now. Add onto the fact the prestige aspect of Rolex, then you have the crap AD experience we have at the moment.

[jaySL350]

Originally Posted by RJRJRJ

I've never had a bad experience at a Rolex AD other than being told they don't have what I want. I get the feeling that all of these awful experiences that people have are because being told that they don't have it or can't get it is interpreted as an "I banged your wife" type insult.

I’m the same as you RJR,,,,always had a positive experience but realistic about what was available although we haven’t requested any of the “ hot” refs as only purchase what we really want and sings ,,,
SAs are not met with a nice response when they have to inform somebody they can’t have what they want,,,,,

[rambo99]

Originally Posted by Francist

Let’s face it, Rolex is still the best tool watch.
The AD experience is the worst for any brand.
Empty cases, snobbish ADs, illusionary waiting lists, bundling, extortionate grey mkt prices, etc etc.

Unfortunately i still think the hype will continue for some time.
Can’t see myself paying grey mkt at these prices anymore.
Can’t get anything at the AD when the top 1% (who earns north of $1mil sgd a year) and the grey dealers buys a watch like i buy phone casing.

What u guys think for the brand if this continues?
It seems Rolex also doesn’t care about the practices.
I’ve heard numerous complaints against their ADs, still nothing change.
We’re in uncharted territory here.

there is no hype. rolex earned their reputation by people passing their experience wearing it. seamless case design, great wrist presence, ceramic bezel, robust movement, super comfortable bracelet, a watch which can last for generations. what's the hype?

[GONZO2LR]

I love how everyone talks about Rolex as if they are listening......

[beshannon]

Originally Posted by Old Expat Beast

This is where you're off to a bad start.

Agreed.

Hard to complain about anything else after this statement

[alphadweller]

The four stages in a relationship.

Stage 1: Acquaintance
Stage 2: The Intimacy Stage: you get watches
Stage 3: Loss of Intimacy: you no longer get watches
Stage 4: A Business-Like Relationship: you take the emotion out of the equation and treat your visits to the AD as formalities.

[novae500]

Most responses i've received have been polite90% time.

Everyone wants a Stainless or PM
2021 releases will be seen around Christmas
can take your name and info
need to spend at least $50k
VIPs get contacted first

[Mendota]

Originally Posted by RJRJRJ

I've never had a bad experience at a Rolex AD other than being told they don't have what I want. I get the feeling that all of these awful experiences that people have are because being told that they don't have it or can't get it is interpreted as an "I banged your wife" type insult.

Ha ha! So funny! Ironically, there's a whole subculture of guys who actually like that. Ugh, to each his own.

[DWF]

I was at my AD yesterday and the whole experience just came across as weird. Even asking about Rolex just seemed awkward, strained and unpleasant. This from a SA that I have bought two Rolexs in the past and numerous pieces of jewelry for my wife. I have been on "the list" now for over a year for a 36mm black OP. I'm also interested in the 36mm Explorer. Questions about the Explorer were met with "they are a high demand item and lots of people are looking for them". End of discussion. Quite frankly I doubt there is a "List" as the SA seemed clueless as to what I'm looking for from our conversation a month ago. I guess I don't understand the game and the AD is certainly not forthcoming with their rules. I think I'm done with this process and that includes shopping for in-stock jewelry as well.

[ppfl]

Originally Posted by Francist

Let’s face it, Rolex is still the best tool watch.
The AD experience is the worst for any brand.
Empty cases, snobbish ADs, illusionary waiting lists, bundling, extortionate grey mkt prices, etc etc.

Unfortunately i still think the hype will continue for some time.
Can’t see myself paying grey mkt at these prices anymore.
Can’t get anything at the AD when the top 1% (who earns north of $1mil sgd a year) and the grey dealers buys a watch like i buy phone casing.

What u guys think for the brand if this continues?
It seems Rolex also doesn’t care about the practices.
I’ve heard numerous complaints against their ADs, still nothing change.
We’re in uncharted territory here.

I don't quite understand... if that 116500LN on your profile is yours from an AD, there's almost nothing to complain about, the AD has taken care of you.

If not, you already have the iconic Rolex, so what seems to be the problem?

[macrowatch]

I always find the vintage watch mindset to be the most sane in these times. Well, relatively sane. If MSRP is no longer relevant as a benchmark because it's incredibly out of date, the only question that remains is does the price you can find match your desire to own the watch.

[enjoythemusic]

Originally Posted by GONZO2LR

I love how everyone talks about Rolex as if they are listening......

And if they were, I'm sooooo overstepping by guessing their post would be something like this:

Thank you for your interest... We appreciate your love of excellence in achievement....

Developments in following safety guidelines... We highly value our staff... Delays in obtaining the proper highly-specified raw materials.... We're proud to announce our new computer operations will provide a more timely high-quality product from raw material processing to hand-crafting one of the world's most celebrated precision timepieces.

With demand exceeding supply, we appreciate your understanding and patience in working with one of our boutiques or qualified retailers.

Then some closing stuff about recent support efforts in achievement.

[JacksonRain]

Originally Posted by Francist

Let’s face it, Rolex is still the best tool watch.

The AD experience is the worst for any brand.

Empty cases, snobbish ADs, illusionary waiting lists, bundling, extortionate grey mkt prices, etc etc.



Unfortunately i still think the hype will continue for some time.

Can’t see myself paying grey mkt at these prices anymore.

Can’t get anything at the AD when the top 1% (who earns north of $1mil sgd a year) and the grey dealers buys a watch like i buy phone casing.



What u guys think for the brand if this continues?

It seems Rolex also doesn’t care about the practices.

I’ve heard numerous complaints against their ADs, still nothing change.

We’re in uncharted territory here.

Two things:

1. Rolex doesnt manufacturer tool watches, but they rather manufacturer luxury timepieces regarded as jewelry.

2. Go visit a Richard Mille boutique and show interest in an RM and get back to us.



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[Buckaroo Banzai]

Interesting. I've never had a bad experience at my AD. When investigating ADs, if the response I received was not cordial or they intimated that I needed to purchase more items in order to develop favored client status I moved on. I found on AD/SA that was happy to work with me and it has benefited them.

[FTX I]

That's why I always prefered going grey. Nowadays it means ridiculous prices but not that long ago it meant great services and discounts.

[HMHM]

Patience! There is always a cycle with everything. Enjoy the watches you have, buy the ones available and see how it goes.

[fsprow]

Originally Posted by Sprta

Interesting regarding the negatives postings and suggestions to try other brands, yet here we are on the Rolex Forum. Yes people are frustrated they cannot obtain the Rolex watches at their AD at MSRP. However if they were readily available there would be less interest in acquiring them.

Agree. The "problem" is that Rolex maintains MSRP well below current market price for many models. This is evidently in accord with their long term plan (which I'm not going to question - they've run a very successful business a long time).

Since dealers in most (not all, I've found) countries must sell at MSRP this causes angst for those who wish to see the watches in the stores and buy at MSRP.

I've also noticed in some big dealerships (eg WOS) that many customers are shown PM and diamond containing models (often from the back room) and leave with them.

[WBaileyii]

Originally Posted by JacksonRain

Two things:

1. Rolex doesnt manufacturer tool watches, but they rather manufacturer luxury timepieces regarded as jewelry.

2. Go visit a Richard Mille boutique and show interest in an RM and get back to us.



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I've never been a fan of Richard Mille, Hublot, AP or PP. Don't appreciate the designs, don't really like skeletonized watches, they just don't do it for me, not that I could really afford the Richard Mille or Hublots anyway... I can afford the AP/PP, but don't like the style...I've always like the Rolex designs (I think I can blame too many Flipper espisodes as a kid...). I also think that the SS Subs and SDs do count as tool watches. The PM, TT, etc not so much...agree that they are more luxury timepieces/Jewelry.

[Beto737]

Originally Posted by teck21

The transition from mass market luxury to more upmarket luxury will always take time.

For decades all or most Rolex watches were easily obtainable by anyone who had achieved some success.

The bar has been set higher, and will likely stay elevated, making Rolex ownership a very different proposition from what it used to be.

Mindsets take time to change.

Eventually a new normal emerges where people of the mindset that one deserves ‘a crown for every achievement’ have left the market for Rolex because it will be known, and accepted (it will be no matter how much WIS wish to protest) modest achievements (ie being merely able to afford one at msrp) no longer suffice.

The entire Rolex market place, and players will have changed eventually.

On a global scale, economic trends change, population trends change.

Rolex changes in response.

Eventually, the anger disappears when angry buyers eventually give up.

Maybe another decade? It’s inevitable.

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You’ll run into the same brick wall when you try brands like Patek, AP, and even FP Journe. I’ve never tried RM as that product is totally out of my zone. But, I’ve tried the others and it wasn’t pretty.

In my opinion, the best, “most wanted” brand where a relatively small fish can still build a relationship and obtain a cool piece is Rolex. It takes substantially more money to break into the others I mentioned. I can justify spending $10 grand on a watch or jewelry I really don’t want. Spending $40 grand and up just for initiation and no guarantees, is far more difficult. It is for me...

[Oyster Sauce]

I don’t see things changing any time soon. For at least several decades now (if not more), Rolex has masterfully positioned itself as the most widely known “status” wristwatch. As long as status is valued by a critical mass of the population, a Rolex on the wrist will be the dream. With such demand, the company and the market can do pretty much as they please.

I suspect that for those who buy Rolex for status, there are not too many complaints about the “scarcity” and crazy grey market, as these augment the perceived status. Not to mention the sometimes underwhelming retail experience.

Those who are most disappointed are the true hardcore watch geeks who seek Rolex. This is a significantly smaller fraction of the population than the status seekers. On one hand, I empathize (being a bottom dwelling enthusiast myself!) - although there are other excellent brands out there, nothing is an exact replacement for a Rolex...the design language is just to iconic and distinct. However, life is not perfectly fair...it is what it is. Best wishes, and wear what you have (and can get!) in good health

[motiontimers]

The hype will definitely continue and Rolex still remains, the relative scarcity of the models still helps to keep it's value.

[Posh Gentleman]

Originally Posted by Francist

Let’s face it, Rolex is still the best tool watch.
The AD experience is the worst for any brand.
Empty cases, snobbish ADs, illusionary waiting lists, bundling, extortionate grey mkt prices, etc etc.

that's why I went with grey. i got 3 steel pieces that way.

funny, i paid like $19k for daytona from grey, i thought I was getting ripped off, but it turns out it was a good purchase. and i really enjoy the watch.

also - I had some mixed encounters with AD's. Some sales reps I met from an AD were really nice and pleasant to talk to. Very professional.

on the other hand, some reps from the same AD of a different branch - yes very condescending and dis-interested when I inquire about time pieces from Patek or Rolex.

the trick is to only do business and build conversation only with the rep and AD you feel a bond with. if you don't gel with an AD, just walk away and spare your time.

[Oxfordian]

Rolex - great luxury watches, certainly not tool watches but very capable of doing the job they were designed for if the user requires it.

Aspirational for many, grail watches for some, investment opportunities for others, the key is that more people want the watches than there are available, I don’t see that changing anytime soon.

Be nice to your AD, they haven’t created the situation, we have.

[DWF]

Originally Posted by Posh Gentleman

that's why I went with grey. i got 3 steel pieces that way.

funny, i paid like $19k for daytona from grey, i thought I was getting ripped off, but it turns out it was a good purchase. and i really enjoy the watch.

also - I had some mixed encounters with AD's. Some sales reps I met from an AD were really nice and pleasant to talk to. Very professional.

on the other hand, some reps from the same AD of a different branch - yes very condescending and dis-interested when I inquire about time pieces from Patek or Rolex.

the trick is to only do business and build conversation only with the rep and AD you feel a bond with. if you don't gel with an AD, just walk away and spare your time.

This. Over the course of a couple of years, when they were readily available, I bought two Rolexs from the same rep at the local AD. The rep was friendly, helpful and immediately returned phone calls then. Even got a 10% discount on both watches. Same rep today not so much interested in my questions unless I glance at the Omega case.

[GGGMT]

Originally Posted by Old Expat Beast

This is where you're off to a bad start.

Funny.


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[904VT]

The reality is Rolex is setting too low of MSRPs for their Professional line in SS specifically, at least in terms of demand. Many will say they are too expensive for what they are at MSRP, but if that was the case these watches wouldn't have been selling at such premiums for as long as they have. Rolex is either trying to drive demand up-market to PM or for the last few years have expected an economic slowdown. There is no other reason for them to not be maximizing profit or probably more accurately "optimizing". Optimizing profit is where you find the optimal blend of financial profit aka MSRP and brand goodwill/intangible value aka "hot items/highly sought after". If Rolex has not been planning for an economic slowdown then they must feel they have their intangible value add optimized at current MSRPs. And if the latter is the case, don't expect any changes back to older readily available tool watch philosophy. Tudor further complicates any changes back.

[Oxfordian]

Originally Posted by 904VT

The reality is Rolex is setting too low of MSRPs for their Professional line in SS specifically, at least in terms of demand. Many will say they are too expensive for what they are at MSRP, but if that was the case these watches wouldn't have been selling at such premiums for as long as they have. Rolex is either trying to drive demand up-market to PM or for the last few years have expected an economic slowdown. There is no other reason for them to not be maximizing profit or probably more accurately "optimizing". Optimizing profit is where you find the optimal blend of financial profit aka MSRP and brand goodwill/intangible value aka "hot items/highly sought after". If Rolex has not been planning for an economic slowdown then they must feel they have their intangible value add optimized at current MSRPs. And if the latter is the case, don't expect any changes back to older readily available tool watch philosophy. Tudor further complicates any changes back.

Put the price up and what will happen, nothing.

People are already paying way over the odds at a grey dealer. Are you suggesting that Rolex should price a Daytona at $30k? This is a mass produced watch not something that is built by hand from the ground up.

[johnorpheus]

Originally Posted by enjoythemusic

Try Panerai, Omega, Tudor, Tag Heuer, Bvlgari, Seiko... I've been finding and getting some great non-Rolex pieces for the past few years, and the occasional Rolex when the AD calls me. He's getting me the new Tudor METAS Back Bay.

This is a great time for the timepiece industry. My Rolex AD has been inundated, maybe yours too, so expand to boutiques and other ADs.

Agree with this. Great stuff out there from other brands