I apologize for not sending you my Rolex for bracelet work, as we had agreed a few weeks ago.  in fact, I was only just able to obtain the return of my watch from Rolex -- NYC, through their "authorized" dealer up here, this past Thursday, March 25 despite my having asked for its return back on March 4th when I rejected the Rolex estimate of $1,600 for a completely new bracelet as their proposed solution for my problem. 

Quite by accident, I met a local watchmaker who offered to take a look at the problem I was having.  In less than 5 minutes, he was able to straighten out the deformed metal piece.  Better still, his charge was minimal  Of course, if his repair work doesn't hold up, or should some other part fail, you may be confident that I will send my watch to Capetown for repair. 

As both of my Rolex[es] are over 20 years old, there is bound to be some work required in the not very distant future as parts fatigue or fail.  Rest assured that I have every intention of sending my watches to Capetown for whatever repair work might be needed and I will do so without hesitation.  Based on my prior positive experience with Capetown (for work done on my President), I have no doubt that Capetown will be the best place for me to send either of my Rolex[es] in the future.  Certainly, the attitudes of both Rolex and their 'authorized" dealer pale in comparison with Capetown's friendly, competent, and cost effective approach.  When one analyzes Rolex's outrageous estimates in which they often propose high cost replacements instead of more reasonable option like repair, or component replacement, it is obvious that Capetown would be anyone's choice, as it is mine.  In this most recent case, Rolex proposed the complete replacement of the bracelet rather than the simple repair or replacement of the metal piece sued to connect the clasp to the bracelet.  this, in my opinion, was unconscionable.  I will never again attempt to have Rolex service one of my watches.

Thank you again for your time and attention.  Rest assured, we will be in touch again.

Sincerely,

Leonard C. Kraus
Worcester, Mass.

I received your letter today recounting your experience with Rolex in New York City.  Unfortunately, Rolex is not unique in their lack of skilled customer service personnel.  The Swiss have yet to understand the importance of speedy, competent, and reasonable service.  Finding competent help is a Herculean task especially for a company unaccustomed to the United States level of service.  Patek Philippe is long believe to be the maker off the world's finest watch but, in my book, they win the Academy Award for bad service.

Perhaps instead of riding the turbulent waves inherent in running a small business, I could do better as a consultant Swiss watch manufacturers.  But, unfortunately, they have distaste for the name Marcus that cannot be overcome by logic. They have yet to learn that the value of a good name such as Rolex is ephemeral.  As Nixon and George Bush know, nothing lasts forever.  Continue performance is what it's all about.  Anyone steeped in northeastern culture, as you are, does not want to tolerate this crap.

I value your unsolicited kind words.  If I can be of any assistance in regard to repairing your older Rolexes, please let me know. Rolex usually does not have parts for older Rolexes and has even recommended me on occasion.

Awaiting the opportunity to be of service, I remain,

Very truly yours,

Carl Marcus
Chairman,
Capetown Diamond

April 1, 2004