Seeking Advice: Frustration and Disappointment with my Authorized Dealer

[Sixty Calis]

Originally Posted by 77T

As for the SA explaining anything, their hands are tied. If they told you the backstory and you escalated to the manager, they’d be in hot water.

For anyone with the predicament the OP reported, the owner or GM is the only source of accurate info.

SAs are in a competition to get their client the next “anything precious” allocated.


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Exactly my thought.


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[joa]

OP, if you have sales associates already quoting you possible delivery months, you are quite close to receiving it! there is no upside for them for giving you false hope.

so, i would not be confrontational and instead wait it out and show that you are a classy customer

also if waiting is too hard, i would simply buy the BLNR grey and sell it again once you receive the one from AD.

[Harry-57]

Originally Posted by rockysw

I am not sure I agree with this. ADs themselves ask customers to develop "relationship". This method of getting high in demand watches is set by ADs not customers. And it should be the same for everyone. Everyone should be treated fairly. Ultimately the problem is transparency.

So in short I am with OP on this.

I'm sure that from the AD's POV they treat everyone fairly by their definition of the word. This definition is bound to vary by AD. My AD has been really good.

If by transparency you mean ADs disclosing to the public how they do business, it's none of our business. They can sell to whoever they want. As it is our right to choose who we buy things from and who we don't.

If I come across a business that operates exactly as I desire and is committed to fulfilling my needs as their top priority, the chances are that I own it! And if I thought strangers were stealing things from me which I didn't own to start with, I would be seeking advice, but not retail advice.

[Eric-London]

Originally Posted by 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.

Bobby, the moral of the story is to make friends with more than just one SA.
Ideally form a relationship with the store manager, get to know him/her and the assistant manager as they are less likely to move around. If possible get your name known to higher ups in the company too.

[jimcameron]

Broaden your interests. It's just a watch.

[Devildog]

Originally Posted by rockysw

And it should be the same for everyone. Everyone should be treated fairly.

In an ideal world, where the is no poverty, war or disease.

We are talking about luxury items here. Hugely expensive and unnecessary items. If everyone should be treated fairly, take that £10,000 you have available to "waste" on a trinket that serves no one except the wearer and use it to help those in need.

"Fairly", I'm afraid, isn't relevant here.

It is what it is, you are either fortunate in that you have a great AD or play the games for your luxury trinket or you don't. In which case go "grey" or go home. Its entirely the individual's choice, and whilst I understand the frustration of not being able to get what one wants from an AD when one wants, I find my sympathy waning when this whole issue is taken in context.

[Devildog]

Originally Posted by 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.

Originally Posted by Eric-London

Bobby, the moral of the story is to make friends with more than just one SA.
Ideally form a relationship with the store manager, get to know him/her and the assistant manager as they are less likely to move around. If possible get your name known to higher ups in the company too.

I'd go further Eric and say the moral of this story is that no one is a "top customer" when their relationship is solely with a sales associate.

Bobby, I suspect, despite your 5 years of loyalty, sadly you are no where near being considered a "top customer" by the owners/managers of that store.

[Wcdhtwn]

In sales it's always about the next sale. A SA is going to behave in a way that gets them the next sale. If they have a buyer who wants a BLNR and if they get it then will buy another piece soon, they will get the BLNR over someone who says it's a goal/grail implying once they get it no more buying - or not for a long time. That's why spend history is important, but it's not just what you've spent, it's an indication of what you will spend going forward. And that's what matters.

[mfnj]

I will reiterate what others have said, AD's owe you nothing! They are a business and their employees only care about their jobs. Sometimes you get what you want from them and sometimes you don't. There are alternatives if you care to pursue them. Stories abound on both sides but this idea of building loyalty through purchasing stuff you don't really want is not something I buy into. YMMV!

[bluestreak]

Originally Posted by rockysw

As you said they sell you "based on weather they like you or not". Is it me or this is just so fundamentally wrong; may be not in business sense but just based on morality and ethics.

I’m sorry to break it to you, but this is basically how everything in the world works..

AB’s what does morality have to do with the purchase of luxury watches.

[Gwai]

Originally Posted by Harry-57

If I come across a business that operates exactly as I desire and is committed to fulfilling my needs as their top priority, the chances are that I own it! And if I thought strangers were stealing things from me which I didn't own to start with, I would be seeking advice, but not retail advice.

Nicely put. Instant classic as far as I'm concerned.
Cheers
Marc

[CFR]

Originally Posted by BobbyB

... the store manager ... requested I visit the store the following day to meet a new sales associate.

That's all you need to know.

The fact that the manager pawned you off to a new SA and didn't take care of you directly means the store does not place any substantial value on you as a customer.

If you love the watch and can afford the premium, buy gray and don't look back.

[Eric-London]

Originally Posted by Devildog

I'd go further Eric and say the moral of this story is that no one is a "top customer" when their relationship is solely with a sales associate.

Bobby, I suspect, despite your 5 years of loyalty, sadly you are no where near being considered a "top customer" by the owners/managers of that store.

100% agree.

[Snowballs]

Originally Posted by Wcdhtwn

In sales it's always about the next sale. A SA is going to behave in a way that gets them the next sale. If they have a buyer who wants a BLNR and if they get it then will buy another piece soon, they will get the BLNR over someone who says it's a goal/grail implying once they get it no more buying - or not for a long time. That's why spend history is important, but it's not just what you've spent, it's an indication of what you will spend going forward. And that's what matters.

This is the best summation in the thread IMHO

The SA want the client who they can call with a new arrival and who will then scamper over to the AD ready to buy without saying 'I need to check with my spouse; I'll have to check with the bank, can you hold it for 30 days, etc. etc.'

[Halifax Daytona UK]

Those who spend $10000’s to develop a relationship that is viewed as a relationship by the person giving the money deserve what they get.

AD’s must laughing their socks off at people throwing money at vastly over priced jewellery

[bluestreak]

Originally Posted by Halifax Daytona UK

Those who spend $10000’s to develop a relationship that is viewed as a relationship by the person giving the money deserve what they get.

AD’s must laughing their socks off at people throwing money at vastly over priced jewellery

Plenty of people are in business relationships. One party gives money, the other party gives goods/services. People that spend more money get more consideration for goods and services. It happens in every industry. And most people are happy with these business relationships.

It’s unclear to me why it’s so different in the watch world.

[rockysw]

Originally Posted by MRBolton

I don't understand those saying they don't "owe him anything." If the store told him multiple times they'd get him something by a certain date, I think they owe their customer honoring their word.

Indeed. Asking someone to spend on purchases so that they can get their desired watch but then not giving it to them in 5 years (it is a long time and it is not like op asked for a daytona), to me is nothing but bad intent on ADs part.

[MRBolton]

Originally Posted by rockysw

Indeed. Asking someone to spend on purchases so that they can get their desired watch but then not giving it to them in 5 years (it is a long time and it is not like op asked for a daytona), to me is nothing but bad intent on ADs part.

Even if he hadn’t been making purchases, communicating pretty specific timeframes and not honoring it is very poor service at the least.

That being said, I’m in the same boat as the OP somewhat.

[rockysw]

Originally Posted by Devildog

In an ideal world, where the is no poverty, war or disease.

We are talking about luxury items here. Hugely expensive and unnecessary items. If everyone should be treated fairly, take that £10,000 you have available to "waste" on a trinket that serves no one except the wearer and use it to help those in need.

"Fairly", I'm afraid, isn't relevant here.

It is what it is, you are either fortunate in that you have a great AD or play the games for your luxury trinket or you don't. In which case go "grey" or go home. Its entirely the individual's choice, and whilst I understand the frustration of not being able to get what one wants from an AD when one wants, I find my sympathy waning when this whole issue is taken in context.

People can spend their money which ever way they want. If someone wants to save up to buy a 10k watch, it is their choice (it is their money). I dont think it is too much to ask that such a person is traeted the same way as anyone else if they go in to buy a 10k watch (where allocation is transparent and everyone is treated fairly).

If we start drawing lines around areas where we can decide to not treat people fairly, then one day or another we will all suffer from it (even those who have some watches allocated to them).

[rockysw]

Originally Posted by bluestreak

I’m sorry to break it to you, but this is basically how everything in the world works..

AB’s what does morality have to do with the purchase of luxury watches.

You dont have to break it to me mate :). I have several watches including high in demand pieces. But that doesnt mean I should not call something wrong if I see something wrong.

And why doesnt morality relevant for luxury purchases? Are we drawing lines on where morality is relevant or not? Also what is luxury a 10k watch or 500k richard mille? There is no end to this if we all start drawing lines around morality where it works for us.

Being transparent in business is not too much to ask for. Just because one person is allocated a watch doesnt mean he or she should become complacent with, i will say again, immoral and unethical methods.

[rockysw]

Originally Posted by MRBolton

Even if he hadn’t been making purchases, communicating pretty specific timeframes and not honoring it is very poor service at the least.

That being said, I’m in the same boat as the OP somewhat.

Agreed.

[rockysw]

Originally Posted by bluestreak

Plenty of people are in business relationships. One party gives money, the other party gives goods/services. People that spend more money get more consideration for goods and services. It happens in every industry. And most people are happy with these business relationships.

It’s unclear to me why it’s so different in the watch world.

I am not sure I understand the example. this is not really a service related industry; you give money, you buy a watch or jewllery. But even if we take your example, in the service indsutries the provider is obliged to provide same (or at least similar) service to everyone fairly and equally who purchases that service (assuming they purchased same level of service).

The point here is transparency. No body is arguing that there isnt a supply/demand problem here. But if ADs were to treat people fairly by being transparent (e.g. where they are on the list or whatever other mechanism), in my view the world would be just a slightly better place to live.

[bluestreak]

Originally Posted by rockysw

You dont have to break it to me mate :). I have several watches including high in demand pieces. But that doesnt mean I should not call something wrong if I see something wrong.

And why doesnt morality relevant for luxury purchases? Are we drawing lines on where morality is relevant or not? Also what is luxury a 10k watch or 500k richard mille? There is no end to this if we all start drawing lines around morality where it works for us.

Being transparent in business is not too much to ask for. Just because one person is allocated a watch doesnt mean he or she should become complacent with, i will say again, immoral and unethical methods.

Transparency is one thing, morality is another.

There’s no morality because nobody is owed a watch. Nobody needs a watch. Nobody has a right to a watch. Nobody is being forced to buy anything. No one is forced to participate in this.

There is no “fairness” because no one deserves a watch more than the next guy. And therefore there isn’t a wrong way to allocate these things.

Why shouldn’t an AD sell watches to the people he likes the best? How is that wrong?

Nobody is entitled to a watch.

And if you’re really going to drill it down, the only potentially immoral thing involved in this is the fact that people own five and six figure watches.

[bluestreak]

Originally Posted by rockysw

I am not sure I understand the example. this is not really a service related industry; you give money, you buy a watch or jewllery. But even if we take your example, in the service indsutries the provider is obliged to provide same (or at least similar) service to everyone fairly and equally who purchases that service (assuming they purchased same level of service).

The point here is transparency. No body is arguing that there isnt a supply/demand problem here. But if ADs were to treat people fairly by being transparent (e.g. where they are on the list or whatever other mechanism), in my view the world would be just a slightly better place to live.

I was responding to folks who say it’s stupid to get into a “relationship” with an AD as if business relationships don’t exist.

And in what world is a provider “obligated” to give the same service to everyone? Have you flown on a plane? Eaten at a hot restaurant. Gone to a high end mall?

The idea that there aren’t differential levels of service for some people (especially when it comes to luxury goods is maybe the most absurd thing brought up in this thread.

AD says he should have watch by certain date, date gets pushed back. And back. This happens every day in all kinds of industries. Things happen. Maybe the expected shipment didn’t come. Maybe some whale wanted a watch. It could be anything.
But we have spent pages and pages basically calling this shop evil because they haven’t delivered a Rolex within a certain time frame.

People’s brains are really addled by the inability to get these watches.

[Harry-57]

Originally Posted by bluestreak

And if you’re really going to drill it down, the only potentially immoral thing involved in this is the fact that people own five and six figure watches.

That's a good point. It's easy to preach. Let those who demand the highest standards of morality dispense with luxury fripperies, give it all to good causes and lead by example.

[Harry-57]

Originally Posted by Gwai

Nicely put. Instant classic as far as I'm concerned.
Cheers
Marc

Thanks Mark. Each to their own opinion and all to their right to state it.

[GGGMT]

Hilarious. What a sense of entitlement. I guess AD could’ve add better communication. But come on. How are they supposed to control the departure of an employee, insane demand on Batman watches, everybody pestering them. If you want the watch, call DavidSW, Takuya, Sohais, and buy the friggin watch BNIB. Why wait around for five years to save a few bucks?


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[TheVision]

I'd just move to a different AD ....this pretty much is the current Rolex retail buying experience. AD's have the full upper hand and can allocate pieces to literally anyone of their choosing (purchase history and favoritism plays a huge role).

My local AD reviews are mixed bag similar to yours. Customer A with 2 prev Rolex sales purchases still waiting on a sub for 2 years ...Customer B with a $300 jewelry purchase gets the same watch in 5 months.

AD's are measly jewlery store for the most part who happen to sell Rolex and that's it. Who gets a watch and who doesnt is totally up to them (and mostly the store mgr). In my area, all the SS models are allocated by the mgr...not the reps. The reps only handle the waitlist and 'suggest' their own clients but the mgr makes the final allocation.

[bluestreak]

The thing is, the watch is only a couple of months late. The OP very well may still get the watch. In fact, it’s been my experience, and I think the experience of most here, when a SA gives you a specific time frame, you’re probably going to get a watch. The delivery date has just slipped. Things happen.

[train-time]

Originally Posted by bluestreak

I was responding to folks who say it’s stupid to get into a “relationship” with an AD as if business relationships don’t exist.

And in what world is a provider “obligated” to give the same service to everyone? Have you flown on a plane? Eaten at a hot restaurant. Gone to a high end mall?

The idea that there aren’t differential levels of service for some people (especially when it comes to luxury goods is maybe the most absurd thing brought up in this thread.

AD says he should have watch by certain date, date gets pushed back. And back. This happens every day in all kinds of industries. Things happen. Maybe the expected shipment didn’t come. Maybe some whale wanted a watch. It could be anything.
But we have spent pages and pages basically calling this shop evil because they haven’t delivered a Rolex within a certain time frame.

People’s brains are really addled by the inability to get these watches.

I find this amazing. The more the brand and the ADs restrict one's ability to fork out insane amounts for money to get a Stainless Steel run of the mill timepiece, the more they go insane trying to figure out ways to get it, and the next one, and the next one..... At some point it's time to just tell them where they can stick it and save your money for the important things in life.