October 23, 2014 a customer brought a Rolex watch in because it had gotten wet and it was not working. An estimate was requested and it was disclosed that if rust had set in, it would cost more than the average price of a clean and overhaul by a certified Rolex...
repairman. The customer left it for the estimate and the watch was delivered to the repairman the same day. The next day a call was made to the phone number on the repair ticket and the number was disconnected. The customer's number was looked up in the telephone directory but there was no listing. There was also a cell number for the spouse but there was no answer when it was called. The Rolex repairman was instructed to go ahead with the repair to avoid further damage to the watch which would have cost more than double the standard fee. Several days went by and the customer called the store to inquire about the estimate. It was explained why a call from the store did not occur due to the wrong number on the ticket. It was also explained that the repair was in progress to avoid more damage and a higher cost. The customer said O.K. It is normal for Rolex repairs to take a week to ten days.Due to a medical issue, the store was closed for the week of November 4-9, 2014. A note was posted on the front window of the store stating reduced store hours for the next two weeks. The watch was finished on Tuesday, November 11, 2014 and a call was made to inform the customer. The customer was despondent over the regular cost of $350 for the repair and demanded to talk to [redacted] personally. It was explained that [redacted] had been through open-heart surgery and was home recuperating and could not return calls at that time. The customer refused to pay the charge and wanted [redacted] to reduce the charge since the repair was made without agreement on the price. Thursday, November 13, 2014 the customer left a message on the recorder demanding the watch and legal action if no one called back. As soon as the store opened, the customer was called and was asked what was paid for the last cleaning done by another jeweler and the response was "none of your business." The customer was asked what was a fair price and it was agreed to pay $150 plus tax. The customer came the next day to pick up the watch with a check for $130. When reminded of the agreed upon price, a $20 bill was placed on the counter with no tax added. To satisfy the customer, that amount was accepted even though it was below cost for service of the watch.
Per phone conversation with Revdex.com:
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 10308240, and find that this resolution is satisfactory to me. Although I'm not satisfied I had to pay to get my watch back when I only requested an estimate, I will consider this case resolved.
Sincerely,
[redacted]
October 23, 2014 a customer brought a Rolex watch in because it had gotten wet and it was not working. An estimate was requested and it was disclosed that if rust had set in, it would cost more than the average price of a clean and overhaul by a certified Rolex...
repairman. The customer left it for the estimate and the watch was delivered to the repairman the same day. The next day a call was made to the phone number on the repair ticket and the number was disconnected. The customer's number was looked up in the telephone directory but there was no listing. There was also a cell number for the spouse but there was no answer when it was called. The Rolex repairman was instructed to go ahead with the repair to avoid further damage to the watch which would have cost more than double the standard fee. Several days went by and the customer called the store to inquire about the estimate. It was explained why a call from the store did not occur due to the wrong number on the ticket. It was also explained that the repair was in progress to avoid more damage and a higher cost. The customer said O.K. It is normal for Rolex repairs to take a week to ten days.Due to a medical issue, the store was closed for the week of November 4-9, 2014. A note was posted on the front window of the store stating reduced store hours for the next two weeks. The watch was finished on Tuesday, November 11, 2014 and a call was made to inform the customer. The customer was despondent over the regular cost of $350 for the repair and demanded to talk to [redacted] personally. It was explained that [redacted] had been through open-heart surgery and was home recuperating and could not return calls at that time. The customer refused to pay the charge and wanted [redacted] to reduce the charge since the repair was made without agreement on the price. Thursday, November 13, 2014 the customer left a message on the recorder demanding the watch and legal action if no one called back. As soon as the store opened, the customer was called and was asked what was paid for the last cleaning done by another jeweler and the response was "none of your business." The customer was asked what was a fair price and it was agreed to pay $150 plus tax. The customer came the next day to pick up the watch with a check for $130. When reminded of the agreed upon price, a $20 bill was placed on the counter with no tax added. To satisfy the customer, that amount was accepted even though it was below cost for service of the watch.
Per phone conversation with Revdex.com:
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 10308240, and find that this resolution is satisfactory to me. Although I'm not satisfied I had to pay to get my watch back when I only requested an estimate, I will consider this case resolved.
Sincerely,
[redacted]