Post by Jamie on Aug 21, 2015 13:31:17 GMT -6
Are you sitting comfortably?
Ok ok, so I went and picked up my watch with much fanfare and glee. Many of you have no doubt noticed I have not replied to your kind comments (or posted any pics, aquajoe). Here is why:
I got home and examined the paperwork and warranty card. Funny thing. ALL the documentation came from my AD, not Rolex. WTF I say??? So I calm down, think it over and called the AD. I explained that I took the watch to them, specifically, so they could send it off to Rolex. Here we went, in a running battle of phone calls, all the while they continuously point out their service center is staffed with Rolex trained technicians using the same equipment so the service is the same, etc... But, they agreed to look into it. Next day I am told it went to their service center, and they don't understand what I'm on about because it is the same service with the same two year warranty. They said they always offer their service center as a time and shipping saving option, but they never told ME that, of course.
I explained to them that I paid for a Rolex warranty and not theirs, so if for instance I was abroad and had an issue I could go to an RSC, and not transport a malfunctioning watch home and then to them for repairs. I told them that if this were offered to me as an option (again- it was not), I would have selected Rolex anyway. It was the warranty I was after, and that It was this warranty I paid them for, but did not receive. The running phone tag match continued with added information that one of their managing directors telling the sales person that Rolex would, of course, honor their guarantee.
I suppose they thought I was too dumb to call up RSC Dallas and try to confirm their preposterous claim (as if they would not check to see if I had a valid warranty in the event of a problem). You all know exactly what RSC Dallas said: nope. RSC Dallas then kindly asked who it was that was making this sort of claim, and I replied honestly. With the store address...
THAT was IT! Enough was then enough! DEFCON-1!!!!
I went and did a nice, big CrossFit WOD to calm myself down, got cleaned up and went in personally, asking for the manager immediately. I then related the whole ridiculous story (she was familiar with some of it but not all), and informed her (NICELY, no place here for jerks) that I paid for this watch to be sent to Rolex, why I did so, and I did not get what I paid for. I explained that I had no problem with paying for additional costs or the aforementioned shipping, but I needed it to go to Rolex, period. I also pointed out that Rolex stated they were not going to honor the AD's warranty. I told them that I was very sorry that they went to the time and expense of servicing the watch, but added they never were supposed to have done, and it simply was not my concern.
So, the manager, with none of the resistance of the sales associate, agreed at once that the watch should have went to an RSC instead of their service center, and agreed to send it to Rolex, and even threw in the shipping in at no cost!!! I immediately accepted, telling them I have no problem with costs that rise above what I have already paid, but was told no, it won't be a problem. YAY!!! Now THAT was better!!!
Only problem is, my watch is gone once more, with no ETA. Swell. 6 weeks all over? Who knows, Rolex runs on Rolex time. Here I go again... But at least I didn't have to go to the Magistrate Court Clerk to file suit LOL. Could've been worse. What says the forum to this mess? I mean, am I wrong? Note that I am stopping just short of accusing them of deceptive business practices...
Ok ok, so I went and picked up my watch with much fanfare and glee. Many of you have no doubt noticed I have not replied to your kind comments (or posted any pics, aquajoe). Here is why:
I got home and examined the paperwork and warranty card. Funny thing. ALL the documentation came from my AD, not Rolex. WTF I say??? So I calm down, think it over and called the AD. I explained that I took the watch to them, specifically, so they could send it off to Rolex. Here we went, in a running battle of phone calls, all the while they continuously point out their service center is staffed with Rolex trained technicians using the same equipment so the service is the same, etc... But, they agreed to look into it. Next day I am told it went to their service center, and they don't understand what I'm on about because it is the same service with the same two year warranty. They said they always offer their service center as a time and shipping saving option, but they never told ME that, of course.
I explained to them that I paid for a Rolex warranty and not theirs, so if for instance I was abroad and had an issue I could go to an RSC, and not transport a malfunctioning watch home and then to them for repairs. I told them that if this were offered to me as an option (again- it was not), I would have selected Rolex anyway. It was the warranty I was after, and that It was this warranty I paid them for, but did not receive. The running phone tag match continued with added information that one of their managing directors telling the sales person that Rolex would, of course, honor their guarantee.
I suppose they thought I was too dumb to call up RSC Dallas and try to confirm their preposterous claim (as if they would not check to see if I had a valid warranty in the event of a problem). You all know exactly what RSC Dallas said: nope. RSC Dallas then kindly asked who it was that was making this sort of claim, and I replied honestly. With the store address...
THAT was IT! Enough was then enough! DEFCON-1!!!!
I went and did a nice, big CrossFit WOD to calm myself down, got cleaned up and went in personally, asking for the manager immediately. I then related the whole ridiculous story (she was familiar with some of it but not all), and informed her (NICELY, no place here for jerks) that I paid for this watch to be sent to Rolex, why I did so, and I did not get what I paid for. I explained that I had no problem with paying for additional costs or the aforementioned shipping, but I needed it to go to Rolex, period. I also pointed out that Rolex stated they were not going to honor the AD's warranty. I told them that I was very sorry that they went to the time and expense of servicing the watch, but added they never were supposed to have done, and it simply was not my concern.
So, the manager, with none of the resistance of the sales associate, agreed at once that the watch should have went to an RSC instead of their service center, and agreed to send it to Rolex, and even threw in the shipping in at no cost!!! I immediately accepted, telling them I have no problem with costs that rise above what I have already paid, but was told no, it won't be a problem. YAY!!! Now THAT was better!!!
Only problem is, my watch is gone once more, with no ETA. Swell. 6 weeks all over? Who knows, Rolex runs on Rolex time. Here I go again... But at least I didn't have to go to the Magistrate Court Clerk to file suit LOL. Could've been worse. What says the forum to this mess? I mean, am I wrong? Note that I am stopping just short of accusing them of deceptive business practices...