eliza ning sent a message to Jean-Frédéric Dufour, CEO of Zenith, will be taking the reins as global CEO of Rolex - email address that said:
Dear Jean, I write to you because I think your Hong Kong Rolex Service Centre is not doing a transparent and honest job on how to treat my repairing watch. My repair Job Number is R1162659 dated 27 Mar 2017. I received a phone call from your staff telling me that due to the careless of the repair staff, a small part of my watch was damaged and they will replace a new case for me. I am fine with the replacement of a new case which has a different series number from the original. That means that my watch will have two different series number one for the new case and one for the body, I suppose.
So I asked your staff to provide a Rolex letter head letter to me to explain why my watch have two different set of series number so that when I sell my watch in second hand market, if that happens, it is clearly explained. However, your staff said that is not the usual practice of ROLEX to do that.
I am now seeking your help in either asking your staff in HK to provide me with the requested letter explaining why my watch will have two separate series number. Or I would like your good company to replace a new same model watch to me.
I think as a big company like Rolex, you should treat your customer in a proper and transparent way.
Thank you for your time and looking forward to hearing from you soon.
I will not take back my watch until I hear from you.
Best regards
Eliza Ning from Hong Kong
