Monica sent a message to Jean-Frédéric Dufour, CEO of Zenith, will be taking the reins as global CEO of Rolex – email address that said:
Mr. Dufour,
I am sending you this letter to express my disappointment in the service received at your service center in NYC.
A few weeks ago I asked my father to drop off my watch for an estimate for a check up at your service center.
After getting the estimate my father took the watch back as I was traveling and wanted to return it to the service center later on when I came back.
I came back only yesterday and imagine my surprise when I went to adjust the time of my Rolex and the crown came loose coming competely off the watch. I stood with this long pointy stick in my hand for a few minutes not being able to process that the Rolex service center had indeed broken my watch.
Now, I do not want to assume this was a way to assure customers would bring back the watch as now it is indeed broken, as this would be unprofessional and unethical, but I will suppose it was your technicians mistake not putting the watch back together properly. Now I can't even adjust the time so my watch is totally useless.
Please let me know what you would suggest me to do as I am ready to dispose of my Rolex and move on to a different brand.
Regards,
Monica
