I'm a Rolex Guy, Not a Diamond Guy

[Kobayashi]

I was at the mall yesterday and stopped by the AD (I'm currently visiting family so this was a store I've never visited). I asked the sales rep if they had the LV sub AKA the Hulk in stock. She asked me what's that. I told her its the green dial sub. And said the V stood for green just like the N in LN stood for black. To which she replied, "I've been working here for 15 years and never heard either of those terms. Do you know what the ratings are for a diamond or the circumferences are for the various cuts?" I stood there for a second digesting her comments and responded, "I'm not a diamond guy, I'm a Rolex guy, and never claimed to know anything about diamonds. But you just said you've worked here for 15 years and are unfamiliar with what the terms LN and LV stood for. That goes to show how little you know about Rolex."

The shops Rolex expert overheard us and stepped right in and showed the Rolex catalog to her colleague pointing out the 116610 LV and LN numbers next to the respective watches. That sales rep then walked away and I spent time with their expert who was familiar with the Rolex brand.

I probably could've handled it better but in my humble opinion she was condescending and needed a little humble pie.

[FremStar]

Michael with all due respect... Terms such as Hulk, Smurf, Kermit, etc. are not widely used terms at Authorized dealers

[Thatguy]

Originally Posted by FremStar

Michael with all due respect... Terms such as Hulk, Smurf, Kermit, etc. are not widely used terms at Authorized dealers

True but it seems he said lv and ln, which should be.

[FremStar]

Originally Posted by Thatguy

True but it seems he said lv and ln, which should be.

You are 100% correct! I can't explain that one!

Michael, re-reading your thread title since you are an owner of the GMT SARU that would technically make you a diamond guy... ;-)

[77T]

The typical sales rep deals with many items, Rolex included. Their knowledge on product is more like an inch deep and a mile wide. We, on the other hand, are deeply involved in Rolex info.

If she can make a living for 15 years at the same place then she knows sales well enough to gauge the average customer's likes/dislikes and budget.

I'm not quick to judge, but her come-back about diamond 4C's was in poor taste with a customer.

[too solid]

Funny story. I don't blame you for saying what you did.

[Thatguy]

I have gotten the blank look after asking for an lv at an ad before and just resorted to 'the green one'. I find this completely unacceptable, it's like a Toyota salesperson not knowing the difference between a Camry se and an le.
I have been in sales for over 15 years and firmly believe a salesperson should know more about their product than 98% of customers. Apparently that 2% of Rolex buyers are on this forum. :)

[Armyguy03]

I typically get ignored when I walk into ADs. Guess I don't look like the average Rolex customer. However, you would THINK being in 2012 customers vary, however, money is still green (sort of). I don't mind though, I will likely never purchase another Rolex from an AD as long as I have TRF!!

[Speed]

It takes a while to realize many modern AD sales folks know not of minutiae.

That said, I was in Howard Frum's Vintage / New watch store in Chicago a few years ago.

This guy has a decent rep. I smiled when he referred to the white gold surrounds on a Rolex dial as "steel rings." I didn't bother correcting him.

[Frogman4me]

From my experience from AD's over the years it's better going in to know they are sales people first and most likely not as passionate or care to know the details of Rolex as a brand. When you do come across an employee who cares its pleasant but I don't go in expecting them to know much about anything including reference numbers.

[Kobayashi]

Originally Posted by 77T

I'm not quick to judge, but her come-back about diamond 4C's was in poor taste with a customer.

Bingo!

[swiss ghost]

Originally Posted by Frogman4me

From my experience from AD's over the years it's better going in to know they are sales people first and most likely not as passionate or care to know the details of Rolex as a brand. When you do come across an employee who cares its pleasant but I don't go in expecting them to know much about anything including reference numbers.

this sounds fine BUT rolex with its strict rules should ENSURE that any and ALL AD's are well versed in Rolex because if their not its a turnoff and a potential loss of a rolex sale. UNACCEPTABLE for a Rolex AD allow employees who are not trained properly to handle a potential sale of that magnitude. The customer deserves better.

[financeman]

I don't give sales people a hard time when they aren't as familiar with Rolex as I am. They do it for a job and most of them don't have the passion we do for the brand. That being said, her response to you about the diamonds was her being a smart a$$ and was uncalled for and I would have probably put her in her place as well.
The old saying of the customer is always right has gone out the window now a days and most people in sales act like they are doing you a favor being there and helping you even though it should be the exact opposite.

[jay1988]

My response would of been "why are you testing me ? I don't sell diamonds."

Her response would of had me walking out the door or asking for the manager depending on my mood.

I could also ask for the Rolex catalogue and show her the LV and say "that's Lunette verte which is french for green dial and that's lunette noir which is french for black dial. See 15 years later and I still taught you something in 15 seconds."

The term Hulk might of thrown her off, I'd never use it in an AD.

[bayerische]

I understand she didn't know what a "Hulk" is... I mean it was a poor movie anyway...

Pulling up the diamond talk showed you she had poor manners.

Asking for managers etc... No point, just "vote" with your feet.

[artschool]

i was told today in an AD that rolex dont come without a cyclops and then walked into another dealer to be told that there is no version of the air king that comes with a fluted bezel.

[FeelingTheBlues]

Originally Posted by jay1988

My response would of been "why are you testing me ? I don't sell diamonds."

Her response would of had me walking out the door or asking for the manager depending on my mood.

I could also ask for the Rolex catalogue and show her the LV and say "that's Lunette verte which is french for green dial and that's lunette noir which is french for black dial. See 15 years later and I still taught you something in 15 seconds."

The term Hulk might of thrown her off, I'd never use it in an AD.

I am really not trying to play the smart head but lunette actually stands for bezel, not dial.

I personally don't make a fuss about the knowledge of AD's as long as they're kind and polite but her comeback is clearly unacceptable, I think that's the real problem here...

[jay1988]

Originally Posted by FeelingTheBlues

I am really not trying to play the smart head but lunette actually stands for bezel, not dial.

I personally don't make a fuss about the knowledge of AD's as long as they're kind and polite but her comeback is clearly unacceptable, I think that's the real problem here...

Haha damn my bad.

The french for bezel is biseau which is what had me confused.

I should of realised because the old LV doesn't have a green dial. Silly me.

[77T]

Originally Posted by jay1988

I could also ask for the Rolex catalogue and show her the LV and say "that's Lunette verte which is french for green dial and that's lunette noir which is french for black dial. See 15 years later and I still taught you something in 15 seconds."

Originally Posted by FeelingTheBlues

I am really not trying to play the smart head but lunette actually stands for bezel, not dial.

I personally don't make a fuss about the knowledge of AD's as long as they're kind and polite but her comeback is clearly unacceptable, I think that's the real problem here...

Originally Posted by jay1988

Haha damn my bad.

The french for bezel is biseau which is what had me confused.

I should of realised because the old LV doesn't have a green dial. Silly me.

Well, my name isn't Alec. And I'm not that Smart...but I did look it up.

Lunette is French and it doesn't translate to English. We use the French name to define as: nf. lunette, crescent-shaped object or opening; crescent shaped space (especially over a door or window)

And biseau is French for bezel.

[Kobayashi]

Originally Posted by FeelingTheBlues

I personally don't make a fuss about the knowledge of AD's as long as they're kind and polite but her comeback is clearly unacceptable, I think that's the real problem here...

Agreed. That's essentially the issue.



I did also want to point out the other part of my story. One of her colleagues that was familiar with Rolex stepped in, politely showed her the Rolex catalog and showed her the terms and explained their meaning. She then took over and I had a great conversation with her as she had the knowledge of most on this board. So her coworker made my experience that much better and she handled the situation with grace and class.

[AK797]

I find many ADs arent that knowledgable about their watches, some have never heard of lume or the pearl so as long as they are polite to me I dont mind at all, but if someone was ignorant and then dared to give me some attitude on top my response would be to shout loudly at them - "You work in a SHOP."

[VICI]

I had a sales rep at an AD in NYC tell me that a true watch enthusiast would never spend money on a Daytona!

Depends on who you speak to...

[kilyung]

Originally Posted by Kobayashi

"Do you know what the ratings are for a diamond or the circumferences are for the various cuts?"

I would have responded, "why yes I do"

[FremStar]

Originally Posted by kilyung

I would have responded, "why yes I do"

Especially since he owns a SARU

[Rocco22]

I would have said the same thing but prob worse.if you are a sales person then brush up and know ur shit as I will not buy an expensive item from a salesperson who does not care enough to put in an hour learning about what they are selling.if I was the manager or owner everyone working there would have to study up on the high end products.no reason not to know what your dealing with.

[seand442]

I would have explained to her that its not my job to know about diamonds. You, as the salesperson, are paid to know this. Now, is there someone who can help me? It seems you found the helpful one.

[GradyPhilpott]

Not long ago, I was at my AD and asked to see the 114060 that was in the showcase.

The employee's face went blank and she immediately reached for the catalog.

I just pointed to the case and said something like, "I mean I'd like to see this Submariner."

Nothing more was said about it, except when the watchmaker came out from the back for a chat. We then had a good laugh about it.

The veteran staff members know me and my eccentricities very well there.

[SUBversive]

Originally Posted by Kobayashi

I was at the mall yesterday and stopped by the AD (I'm currently visiting family so this was a store I've never visited). I asked the sales rep if they had the LV sub AKA the Hulk in stock. She asked me what's that. I told her its the green dial sub. And said the V stood for green just like the N in LN stood for black. To which she replied, "I've been working here for 15 years and never heard either of those terms. Do you know what the ratings are for a diamond or the circumferences are for the various cuts?" I stood there for a second digesting her comments and responded, "I'm not a diamond guy, I'm a Rolex guy, and never claimed to know anything about diamonds. But you just said you've worked here for 15 years and are unfamiliar with what the terms LN and LV stood for. That goes to show how little you know about Rolex."

The shops Rolex expert overheard us and stepped right in and showed the Rolex catalog to her colleague pointing out the 116610 LV and LN numbers next to the respective watches. That sales rep then walked away and I spent time with their expert who was familiar with the Rolex brand.

I probably could've handled it better but in my humble opinion she was condescending and needed a little humble pie.

I was waiting for the rest of the story:

"Fueled with rage at this moron I punched her in the face..."

[Psmith]

Originally Posted by 77T

Well, my name isn't Alec. And I'm not that Smart...but I did look it up.

Lunette is French and it doesn't translate to English. We use the French name to define as: nf. lunette, crescent-shaped object or opening; crescent shaped space (especially over a door or window)

And biseau is French for bezel.

Yes, because it is not the bezel that is green or black, rather it is the insert

[SUBversive]

Originally Posted by Toplaw

I had a sales rep at an AD in NYC tell me that a true watch enthusiast would never spend money on a Daytona!

Depends on who you speak to...

Also depends on what hey are trying to sell. Probably didn't have any daytonas to sell you.

It's like any salesperson. Knowledge? Trying to make money. Only a few will research. But it's pretty unrealistic to believe some ad sales person is the Rolex CEO.