Just signed up to share my own story here.
Similar experience here, basically, they're just being unenthusiastic and has always been showing a lack of interest in customer support when it comes to dealing with the mess they created.
Coming from my experience:
1) They will not be bothered to reply to your emails unless you buy a Patek from them (just kidding.... but there must be some truthfulness in this....again it's a joke)
1.1) They will not be bothered to reply to your emails if you were playing nice and smiley
2) They will only start taking you more seriously once you've become stern in making your statements (make sure you CC other AQ branches from here on all emails, as well as your buddies as witnesses)
3) They rarely fulfill what they said they will do/deliver (they will even sound arrogant and not-at-fault)
4) They will offer you some discounts/treats for your future purchase (do not get fooled into this, and be softened up, stick to the game/agenda)
5) The best way of dealing with these bunch of crooks is to screenshot all the proofs for future's sake
6) If they agree to patch things up with you, or is showing effort to mitigate the problem, then put this advantage to good use (keep reminding them where and why they messed up, in a polite yet stern manner)
7) Post them up in as many blogs as possible (you got nothing to lose, they probably do)
They screwed up once, yet I tolerated them. Now that they've also grandiosely messed up the second time (and not admit their faults), I am going to stay away from them.
I know my case is minor in comparison to the other troubles they created, but I want everyone know each transaction should be treated with utmost professionalism.
I wanted to put up all my email conversations with them and seek advise from Purist members.
As of now, they have my money, as well as the watch!