Why Rolex Center Staff behave Like That ???

[Darkangel]

Its possible.


once; i was there b4 CNY to repair my watch, see some ppl that only go in take rolex "ang bao"(red packets) .The counter staffs (auntie tat wear spec) also give them but without a smile liao.Take ang bao liao, they run go out..(think is disgust?)

Well they cant lie...

so they just have to give reluctently

[R-oyster]

kpkb = cry mother/father.

kpkb = singapore's mad cow disease

[seiko.citizen]

kpkb = singapore's mad cow disease

sad but true. sg national past time. kpkb then eat , after makan, kpkb again

[Flyfisherman]

Forumers

It's a long story if you are interested :

Pls note that this was not a recent incident. It happened many years ago and judging from the response from this thread, the situation today has improved.

I use to love and also owned several Rolex watches. One day, I bought a very sought after piece for my wife, a salmon (Pink) dialed boy size Oysterdate, some of you lao jiaos may remember that this model were once very popular with HK female pop singers. I had to pay quite a bit above the list price to get it at the time.

Unfortunately the watch stopped the next day. The auto rotor won't even 'zing' when u flick the wrist. Obviously something was very wrong. I went to Rolex Center and after I explained the problem to the staff that attended to me, I was told to wait. After half an hour, the watch was returned to me and it was working again.

I wasn't happy becos no explaination was given to me and I was just told "it's ok now". I wanted to know what happened but nobody gave me a straight answer. Infact, one of their senior technician came to explianed to me that nothing was wrong and that they did not even open up the watch and it was working all along. I was treated like an idiot. I confronted the staff that initially attended to me when I explained the problem to him and he too denied that the watch was not working when I brought it in.

You can imagine how I felt. Treated like a total idiot. I demanded to see their manage but was turned down. So I did what I thought would surely get their manager's attention : I refuse to take my watch back and walked out. I told them to get their manager to call me. I left Rolex Center and of course, nobody called me at all.

After 2 days, I called Rolex Center and after waiting and gotten transfered many time managed to speak with 'the manager'. It was a guy and he sounded very cold. After listening to me, he ask me what I want. No apology or anything just a "so what do u want now" I told him I want another watch, a new watch and I was told that they will consider and revert.

Nothing was heard after that. The next day, the AD that sold the watch to me called. (I know the AD quite well) They pleaded with me not to create a scene and offer to refund me my money. They even told me that they will go to Rolex Center to collect back the watch for me. Having lost all faith with the service center and not wanting to make things difficult, I told the AD ok and exchanged the Rolex with a Cartier Pasha C (also a pink dial). My wife was quite happy and I sold all my Rolexes and never wore another Rolex until a few weeks ago.

4 weeks agao, I saw a used Explorer 2 at a very nice shop. Very professional service attitude and and I also realised that Rolex has since upgraded their bracelets, solid end links, new movement, nice rehault with serial nos....etc Comparing the price of the watch with other luxury brand, it was really value for $$. Afterall what happended was so long ago so I bought the watch. As some of the screws on the links was a bit scratched, I went to Rolex Center thinking to purchase a few extra screws. I did not bring my watch with me.

Well, by now some of you lao jiao would have guess what happened : I was flatly told by their staff that they don't sell spare parts. I told them that some screws' scratched and I was told that I will need to bring in the watch for them to check and they will replace for a fee if they are were damaged.

The staff was polite but her attitude was very cold. When I asked how much, She just told me to bring the watch, it's very cheap, just a few dollars per screw. Perhaps she don't believe that I actually owned a Rolex watch ?Maybe I am too sensitive but all the previous ugly memory flood back to my mind all at once.

Finally, can u guys guess what I did next ? Yes, I sold away the Exp 2 again, (just last week on this forum) at a loss of course and bought a new IWC Ingenieur.

Sigh。。。。。, looks like Rolex and me 无缘！

[116520]

What if there is really nothing wrong with your watch???

Those aunties there always say parts are cheap as their attitude is that since you can afford a Rolex why bother to ask the price of its parts....

[Flyfisherman]

Why did it stop ? I wound it manually too.............

If got customers come all the way to our company just to take our Ang Pow packets, we will be very happy to give them out and will thank them for coming all the way man...........

That's how staff of a customer centric company will behave. It's all in the training.

[exxondus]

wow sad to hear of your experience. doesnt sound too good.

not too sure abt last time, but think now might have changed le bah. at least I went ther twice and both times service was ok and never give me the look me no up kinda attitude.

[116520]

true true.... but when ah mao, ah gao also come and keep asking for your ang pow and you give all out and your "regular" customers can't get it and got pissed with you, that's explain why the rolex aunties behave like that... I hope you understand....

If got customers come all the way to our company just to take our Ang Pow packets, we will be very happy to give them out and will thank them for coming all the way man...........

That's how staff of a customer centric company will behave. It's all in the training.

[Flyfisherman]

true true.... but when ah mao, ah gao also come and keep asking for your ang pow and you give all out and your "regular" customers can't get it and got pissed with you, that's explain why the rolex aunties behave like that... I hope you understand....

Well, with due respect, I beg to differ. Whether ah mao or ah gao also nevermind. They are the supporters of the brand. Nothing is more powderful than the word of mouth from them. If it's me, I will print more. Imagine if everyone is using my ang pow packets, means I am number one brand liao.............

No offense intended. Just the perspective from a marketing man.

[louie]

true true.... but when ah mao, ah gao also come and keep asking for your ang pow and you give all out and your "regular" customers can't get it and got pissed with you, that's explain why the rolex aunties behave like that... I hope you understand....

bro irregardless of who walk in,he or she its a customer...nvr judge a book by its cover hor. You nvr know if he is a tycoon frm HK than let go attitude than you are history liao..

[louie]

Well, with due respect, I beg to differ. Whether ah mao or ah gao also nevermind. They are the supporters of the brand. Nothing is more powderful than the word of mouth from them. If it's me, I will print more. Imagine if everyone is using my ang pow packets, means I am number one brand liao.............

No offense intended. Just the perspective from a marketing man.

got to agreed with flyfisherman on this..Very often its by word of mouth,if customer service attitude sucks big time...you not only lose 1 customer but could have lost hundreds,not worthwhile.... 一传十,十传百...

[116520]

louie & Flyfisherman: You're right, we can't judge ppl based on their appearance... maybe those aunties should only show attitude to those ppl who keep coming in to get free ang pow....

[116520]

true, that's why some celebrities got "free" watches to wear... wow so and so is wearing this and so and so is wearing that...

got to agreed with flyfisherman on this..Very often its by word of mouth,if customer service attitude sucks big time...you not only lose 1 customer but could have lost hundreds,not worthwhile.... 一传十,十传百...

[Flyfisherman]

Anyway, those 'aunties' that we see today used to be chio bu's of yesteryear. Hee hee...............

[exxondus]

Anyway, those 'aunties' that we see today used to be chio bu's of yesteryear. Hee hee...............

haha, I can only imagine for a few that is