Seeking Advice: Frustration and Disappointment with my Authorized Dealer

[BobbyB]

Hello Rolexforum,

I apologize for the long post but would love some advice:

I'm seeking some guidance on a predicament I'm facing with my Authorized Dealer. I've been a loyal customer at this AD for over 5 years, primarily working with one sales associate throughout that time. I've purchased numerous Rolex watches, demonstrating my loyalty to the store. However, when I called in last March to speak with my sales associate, I was shocked to learn that they were no longer employed there. This came as a significant blow as I had developed a genuine relationship with them. I have referred family and numerous individuals from my real estate network to this store.

After this news, the store manager reached out to assure me that my purchase history would be honored, and they valued me as a customer. He requested I visit the store the following day to meet a new sales associate. Now, for about 3 years, I've been patiently waiting for a BLNR, a watch that holds great significance to me and that I had discussed with my previous sales associate as a goal. The store manager, while unable to release the BLNR on that day due to a recent purchase, assured me that I remained on the waiting list.

Upon meeting my new sales associate, we discussed the BLNR, and she informed me that I could expect to receive the watch in May for my birthday. I rearranged my plans accordingly, eagerly anticipating the call. Regrettably, my birthday came and went without any communication. Following up, she now states that I can definitely expect it in June. However, as June draws to a close, I still haven't received any updates. Compounding my frustration, I discovered a recent Yelp post where someone claimed to have acquired the BLNR from the store as their first purchase (photos included). Perplexed, I raised this issue with my sales associate, who seemed unaware of the situation. She assured me that this shouldn't have happened, considering my status as a top customer, and promised to investigate further by contacting the sales associate who made the sale. That was last Friday, and I'm yet to receive any response.

In light of these events, I'm uncertain about the best course of action. Should I reach out to the store manager or let the matter go? While I'm not confrontational by nature, I can't help but feel overlooked after 5 years of loyal patronage. It seems as though my extensive purchase history has been disregarded. I would greatly appreciate any advice you can offer on how to handle this situation.

Thank you in advance for your guidance.