My local AD (granted it’s Los Angeles) got my Sub back after service and didn’t even call to let me know it was complete. They had it for several weeks. It’s unprofessional and I get the supply/demand dynamics of Rolex. But I truly hope Rolex gets their act together, because their distribution network employees representing the brand are awful.
Actually, I think posting my experience here is more effective than writing to the CEO. Both equally ineffective, but certainly less work for me and more cathartic!
This isn't a Rolex problem, it's your local AD's lousy customer service that's the problem. You could have sent it to the RSC directly and avoided the middleman, what did the dealer really do for you in this case? Nada.
Rolex authorizes individual retail distribution stores, correct? They represent the Rolex brand, literally sell and service the Rolex product. If Porsche dealerships didn't maintain a certain level of quality or had terrible sales and service, it would dilute the Porsche brand. That is a brand problem.
Now, I understand Rolex has literally the strongest brand equity in all luxury goods, if not all durable goods. So the CEO does not care that one person had a bad experience with one AD. The CEO probably does not care if many clients have many bad experiences. As long as we, the consumers, get on our knees and take it, Rolex will not care and in that sense, it is not their problem. But at some point, perhaps many years from now, demand for luxury watches will wane and sales will need to be earned. At that point, it will be a Rolex problem and the future CEO will indeed care.
