Is it considered "rude" to ask an AD to remove links if you didn't buy from them?

[lord91]

I've had my watch sized once at a different AD, in a different country. They checked the iD card of the watch first and asked if my local AD doesn't have a technician :)), but they happily adjusted it for free.

[watchmaker]

A store that pays a watchmaker to be on site is providing an additional level of service over a store that does not employ a watchmaker.

Not too sure why 'it should be free' to walk in clients with no history. Obviously you should be treated with respect in the hope you return in the future to make a more substantial purchase/service but charging a fee is reasonable. In fact (and this may just be my inner cynic; I am always sceptical of anything done gratis. There's no such thing as a free lunch). The same goes for checking water resistance, magnetism and timekeeping.

On another note when you handle as many watches per year as we do statistically something unexpected is bound to happen e.g. scratched link, stripped thread, marked slot, link falls apart etc. A nominal charge goes a little way to mitigate such losses.

This isn't to say I don't do these things for free from time to time, but that's ultimately down to my discretion. When a big attitude walks through the door 'expecting' services for free, goodwill tends to be absent from my mind in those circumstances.

[1st amg]

If I were you, I would go back and bring them a box of chocolates or something small they or she will remember you from. This is your chance to start something small with them.

[Bertrum]

I don’t think so!


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[Watchie]

Find. Another. Dealer.

It is absurd to be put in the position that you are somehow obligated to prove your worth as a customer to any retail dealer of any product. There are alternatives, always. Your rude salesperson should simply be told thanks, but based on her reluctance to provide a service most any other jeweler would be pleased to provide - for free - just to get you as a possible customer if they deign to allow you to be one you will be making any future Rolex, bracelet, ring, necklace purchases elsewhere. Period.

[watchwatcher]

Hmm...no, it's not rude at all. But, I think it would be presumptuous for a customer who purchased a watch elsewhere to expect that service for free.

By the way, the fact that they were having difficulty getting the screw out doesn't mean the watch was defective...that sometimes happens with an overdose of loctite. You may want to check the screw heads for damage, as that can easily happen when a screw is stuck.

And for all the AD haters, no you can't judge all AD's by the poor behavior of one. Just like a lot of things in life, the negatives tend to get all the publicity. And from the attitude and tone featured in many of the AD-bashing posts, it's pretty clear why those posters were treated the way they were. I've never been treated less than royally at any AD I've ever done business with.

[Watchie]

Originally Posted by watchmaker

A store that pays a watchmaker to be on site is providing an additional level of service over a store that does not employ a watchmaker.

Not too sure why 'it should be free' to walk in clients with no history. Obviously you should be treated with respect in the hope you return in the future to make a more substantial purchase/service but charging a fee is reasonable. In fact (and this may just be my inner cynic; I am always sceptical of anything done gratis. There's no such thing as a free lunch). The same goes for checking water resistance, magnetism and timekeeping.

On another note when you handle as many watches per year as we do statistically something unexpected is bound to happen e.g. scratched link, stripped thread, marked slot, link falls apart etc. A nominal charge goes a little way to mitigate such losses.


This isn't to say I don't do these things for free from time to time, but that's ultimately down to my discretion. When a big attitude walks through the door 'expecting' services for free, goodwill tends to be absent from my mind in those circumstances.

Sizing a bracelet does not require the skill of a watchmaker. Indeed, I have owned nearly 30 Rolex watches and countless others and in every case where I purchased from a dealer either the sales agent (trained) or the jeweler sized the bracelet. This whole "we must prove ourself worthy to buy a Rolex" is getting out of hand.

[Vvvlllooo]

Originally Posted by tyler1980

you offer to pay for the service and its usually fine. They pay a watchmaker to be there as a courtesy to their customers. If you are not a customer, you should absolutely pay for the service. Be clear about that up front.

My ad will size by bracelet every single day if i want them to, and for free. Some non customer comes in and i think its like $50. Totally fair IMO. They are nice and polite about it though.

would you let someone who pulled into your driveway you didn't know use your garage to change their oil? probably not. Your friend/neighbor? probably

This..it’s kind of like that Facebook post I saw about the free swimming lessons.

[TswaneNguni]

Originally Posted by Watchie

This whole "we must prove ourself worthy to buy a Rolex" is getting out of hand.

Agree

[LesserBlackDog]

Originally Posted by Watchie

Sizing a bracelet does not require the skill of a watchmaker. Indeed, I have owned nearly 30 Rolex watches and countless others and in every case where I purchased from a dealer either the sales agent (trained) or the jeweler sized the bracelet. This whole "we must prove ourself worthy to buy a Rolex" is getting out of hand.

So why not just do it yourself? The correct screwdriver is about $3.50 at a hardware store. Stop wasting an AD’s time if you didn’t buy the watch there.

[watchmaker]

Originally Posted by Watchie

Sizing a bracelet does not require the skill of a watchmaker. Indeed, I have owned nearly 30 Rolex watches and countless others and in every case where I purchased from a dealer either the sales agent (trained) or the jeweler sized the bracelet. This whole "we must prove ourself worthy to buy a Rolex" is getting out of hand.

Very true, it doesn’t require a watchmaker, though many people insist on that over a sales person - others do not. Whether it is a sales person or a watchmaker I still believe receiveing any service for free should be reserved for customers and discretion/goodwill shown when appropriate only. There is no reason to expect anyone to do any sort of work for you for free on the hope/promise/flirtation that you might at some point come back to actually spend money.

As for “we must prove ourself worthy to buy a Rolex”. I don’t believe anything I said can be construed with that sentiment. However, as long as demand continues to outstrip supply as it is at present many many many people will continue to be disappointed. There is no basic human right to buy a luxury watch so no harm is done when you cannot buy the one you want (I am obviously not defending any deliberately offensive acts on the on the part of an AD).

[doboy007]

Originally Posted by LesserBlackDog

So why not just do it yourself? The correct screwdriver is about $3.50 at a hardware store. Stop wasting an AD’s time if you didn’t buy the watch there.

Never seen a correct hollow ground screwdrivers costing anywhere near $3.50. Where did you get yours?

[Pauln]

Not rude to ask. Rude to expect it for free and make a fuss if they expect to be paid for their services.

[sirish19]

Originally Posted by Roger Lococco

Utterly. Ridiculous. Just patently stupid to treat someone like that.



W.r.t. Rolexes and doing this ... I've had some dealers charge me $20 for sizing a watch. Which is completely fine. I've had others not charge me anything and talk to me while the watch is serviced, offer drinks, etc.



From a business point of view, it's an opportunity to act like a professional and maybe get a new customer.



From a decency point of view, it's an opportunity to act like a normal person.



I had a Vacheron change my bracelet on 2 separate VCs multiple times while I figured out the best fits over time. There were always super cool about it. Brought me drinks while I waited. Talked to me about watches, Vacherons and other brands. Remembered my name after the first visit onwards.



Candidly, I feel like the level of quality at Rolex ADs is really poor in many cases.

I have always been pleased with the service at Vacheron. I bought my Patrimony through a grey dealer (and I told them so) and they have bent over backwards to make me a customer. It started when the pleather of my watch cushion started fraying and I went to the boutique in Tokyo to see if I could buy a new one. They gave me a replacement for free, talked to me about their watches, my collection, put me on their mailing list, etc. I did buy a strap from them but haven’t spent any other money from them. Nevertheless, I get an invitation every time the hold an event or a personal call from the sales rep when the have some special watches on loan that he wants to show me, such as a $600k minute repeater and a few other rare vintage pieces that were not even for sale. One of those events was joint hosted by Jean Rousseau when they were opening their boutique in Tokyo and I got a free custom crocodile strap as a gift. I even had an issue where my watch had gotten magnetized and the watch was running fast so I took it in and they demagnetized for me. I didn’t buy the watch from them and it was already out of warranty but they didn’t even discuss charging me for that. They even gave me the usual coffee and chocolates while I waited. They even got me an invitation to and guided tour of the VC museum in Geneva when I traveled to Geneva a couple of years ago.

All of this to say that customer service really does matter. Although I haven’t bought anything from them yet, I definitely will at some point in the future, either for myself or my wife (or both).


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[AK797]

Not before, maybe they would charge you a tenner, but now I suspect they are legally entitled to uppercut you.

[michaelodonnell123]

A guy I know that works in a high end watch store once told me "we treat customers like idiots because only an idiot would buy a watch at the price we are charging"...

hmmmm....

[Watchie]

A Rolex AD (other than a boutique) is in business to sell a lot more than just Rolex watches. Having worked in high end retail in the past, any salesperson who does not bend over backwards to "seduce" a potential new customer, whether to buy a Rolex, another watch, or just a piece of jewelry is not doing their job. It costs nothing but time to size a bracelet. And during that time the customer not only can be browsing the store, but the salesperson can be selling - if only for possible future purchases. As to $50 to size a bracelet, well, that's absurd. My take if an AD said there would be a charge would be to simply smile and let them know I would be taking my business - any watch or jewelry business - elsewhere. Maybe to that nice store that offers me water, or even wine, as I enjoy their wares. They know how to treat a customer.

BTW, more than once while in a jewelry store that also sold Rolex watches I have had them offer to polish my wife's rings for free, while we wait. You know, so that we'd stay a bit longer and keep looking. And maybe choose them down the road over those guys who think they are doing us a favor to sell us a watch...

[LuminousMaximus]

It’s more fun to just learn to add or subtract links yourself. Lots of professional tools available for the WIS...

[SFmedic13]

AD here in San Antonio will not ask you if you bought from them just the idea that it's a Rolex will do with them.

[MTBer]

Originally Posted by michaelodonnell123

A guy I know that works in a high end watch store once told me "we treat customers like idiots because only an idiot would buy a watch at the price we are charging"...

hmmmm....

Granted the WIS are a small monority of the buying populace, but he had to have come across someone who eventually put him in his place, right? I have zero patience for snobbery/condescension, and will go out of my way to call it out and correct the behavior. I’ve been fortunate in that my experiences have been overwhelmingly positive though.

Years ago I took a Citizen purchased online to a store to have it sized. The salesperson (turned out to be the manager) sized it for free and told me to come see her when I was ready to buy the Omega I was drooling over. Ended up buying a Movado, the co-axial Bond, and a Speedy from her.

[padi56]

Originally Posted by Seafox0814

Hello all,

As many on the forum know, this past year it's been a challenge to get one's hands on a SS sports Rolex or 2018 model. I was very, very fortunate to get my hands on a CHNR this year after only waiting 3 months. I struck gold in Chicago while on business and the AD shipped to my house last week.

Buying a Rolex in Southern California I found to be impossible given my lack of purchase history with any local dealers. Their attitudes were poor and condescending at best. Desperate times called for desperate measures so I felt I did what I had to do.

Anyhow, the AD in Chicago told me on Thursday over the phone that I could take the watch to an AD here in SoCal, and that they would remove the links for me. He said they size bracelets for non-customers in their Chicago boutiques all of the time - at no charge.

So on Friday, my watch arrives via FedEx and I take it to the local AD. Upon entering and asking if they can remove links and size my watch, the woman said with light condescension, "Is it a Rolex?"

I said it was. She then asked if I bought the watch from them, and I said "No, but I was told by the dealer in Chicago I could take it to an AD and have the work done."

She asked to see my warranty card, which unfortunately was a photocopy given the recent AD practice of retaining the cards for 1 year to discourage flipping. This opened up a whole new can of worms as she told me that was illegal and they could not help me, etc.

I explained the situation and they ultimately said they would make an exception. They then assumed I bought the watch through a grey dealer, and I said, "No, I paid MSRP. Here's the official sales receipt. There's my name, there's my name on the photocopy of the warranty card, how much do I need to show you?"

So they take the watch in back to remove the links. After 20 minutes they come out claiming they can't get the bracelet off, there are some screws or something that aren't cooperating. The insinuation being that the brand new watch was shipped with a defect they could not overcome.

I smelled BS. It's POSSIBLE for defects to make it through I suppose, but what were the odds. I think they just didn't want to do the work.

Anyhow, after 10 more minutes, out comes my CHNR and it's a perfect fit. The woman then sits down and gives me a lecture about how they were doing me a big favor and that they weren't making any money off this type of service. They told me they were the premier dealer in So.Cal and that they work very hard to get loyal customers and that they give the best service/experience and that next time I should buy from them .

I explained that I did try to buy from them, and that I was turned away because there were "big waiting lists" and that their staff was dismissive and wasn't willing to work with me.

I couldn't believe the attitude.

So I ask members of this forum, did I breach some unwritten rules of etiquette by asking this AD to size my bracelet? I assumed something like this was a basic service all ADs should provide.

Cannot understand why anyone would need to go to a AD to size a bracelet it's just unscrew the screw remove link and re screw the screw a very simple task.All you need is a screwdriver and perhaps a little heat applied if screw is tight because of the loctite used.

[Chilly Coconut]

Originally Posted by padi56

Cannot understand why anyone would need to go to a AD to size a bracelet it's just unscrew the screw remove link and re screw the screw a very simple task.All you need is a screwdriver and perhaps a little heat applied if screw is tight because of the loctite used.

I couldn’t agree more. He could have sized the watch himself in literally less time than it took him to type up that post.

[MTBer]

Originally Posted by padi56

Cannot understand why anyone would need to go to a AD to size a bracelet it's just unscrew the screw remove link and re screw the screw a very simple task.All you need is a screwdriver and perhaps a little heat applied if screw is tight because of the loctite used.

Originally Posted by Chilly Coconut

I couldn’t agree more. He could have sized the watch himself in literally less time than it took him to type up that post.

I personally would never have someone else change my oil, but for various reasons many people prefer not to do it themselves.

[Calatrava r]

Every Rolex AD should size a bracelet at no charge regardless of whether they sold the watch. Its just good customer relations. To complain where they did not even have that watch available to sell to you and probably would not sell you any SS sports watch because you are not known to them is rude and crazy.

[Calatrava r]

Originally Posted by MTBer

I personally would never have someone else change my oil, but for various reasons many people prefer not to do it themselves.

I think you need a special tool to adjust the sizing within the clasp. It can be done with a sharp object like a knife but the two prong tool is the way to go to avoid scratching or damage.

[MTBer]

Originally Posted by Calatrava r

I think you need a special tool to adjust the sizing within the clasp. It can be done with a sharp object like a knife but the two prong tool is the way to go to avoid scratching or damage.

I use a toothpick on watches with those types of adjustments, like my 3570.50 Speedy clasp, but it took me a few years before I gained the courage to size watches myself, and I can completely empathize with those apprehensive about damaging their brand new, very expensive watch.

[Borsika]

It is just plain ridiculous. What the hell are they thinking? Should all customers take their watches back to the store where they originally bought them even if they are many hours flight distance away? One has the right to get free bracelet adjustment service at any Rolex AD or SC around the world.

[Sublovin]

Ridiculous. Next time remove the links yourself...much less hassle

[JLM3]

I wouldn't expect it for free since I didn't purchase the watch from them.

[Air Rescue 5]

I don’t know if they consider it rude, I certainly don’t. But at the same time, It is so easy to do yourself with the correct size screwdriver.