9 weeks for repair, Wrong Watch returned today!

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Tyke
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Re: 9 weeks for repair, Wrong Watch returned today!

Post by Tyke »

lloyd4345 wrote:The 60/60 gaurantee is fantastic, wouldn't get that from brietling or omega
Agreed on the 60 month movement warranty but the 60 day returns is essential rather than exceptional given the internet only sales model. You probably wouldn't need this if you buy an Omega as you'd most likely be making sure at an AD before shelling out.
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Re: 9 weeks for repair, Wrong Watch returned today!

Post by tempus fugit »

I bought one watch strap in the sale, got charged twice and then received two, separately.

To be fair, when I sent one back, they were pretty quick to acknowledge receipt and let me know the refund was being processed.

But just sad for CWL that the combined cost of the postage out and back, and employee time spent dealing with the refund, means that it's highly likley the cost of the sale outweighed any profit they would have made had they just sent me one strap.

As others have said, so many issues now happening with sales process, QC and repairs management to the Forumites that either we truly are a desperately unlucky bunch or the business model is, um, not yet optimised.
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Re: 9 weeks for repair, Wrong Watch returned today!

Post by teestech »

Just a thought.....

As I understand it, the watches are produced (or at least assembled in Switzerland) before being sent over to Maidenhead. From there, they are quality checked, orders taken and processed, packaged for shipping, and sent out. Any returns are received in Maidenhead and (aside from major repairs/rebuilds) dealt with on site in Maidenhead before being shipped back out to customers.

My point? Do we really love CWL, or do we love Synergies Horlogeres??? Seems like the majority of issues lately are Maidenhead rather than Biel related.
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Re: 9 weeks for repair, Wrong Watch returned today!

Post by The Naf »

robinbarke wrote:Christopher Ward has stated

The Forum represents 2% of purchases.

The Company's returns ratio is less than 1% and improving.

In the unlikely event thast both these facts are true then Forum members are mightily unlucky!


Robin
My thoughts exactly. The very basic nature of the stuff ups leaves nothing to suggest that it has anything to do with the forum demographic. That being that case we can take the forum as a nice 2% sample and bearing that in mind there appears to be something seriously wrong at HQ. I'm a big fan but seriously the nature of the past few errors have left me scratching my head. Is Wera the only competent employee they have? Or maybe even the only employee they have period...

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Re: 9 weeks for repair, Wrong Watch returned today!

Post by Stanley »

I have received an e-mail response!.

The comments from CW.
"I think 2 parcels were crossed, and you received a different watch. We have a 2nd enquiry with another customer in Denmark , who has already returned the watch to us ( but not yet arrived ) fingers crossed.. it is a simple 2-way mistake and we can re-unite you with your own watch within the next few days".
Should this not be the case, rest assured, we will sort something out for you.
We will update further tomorrow / Friday.

It would have been nice to have received an apology ! but perhaps this is expecting to much!.
I will let you know what happens.
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Re: 9 weeks for repair, Wrong Watch returned today!

Post by johnnysharp2 »

yeah a "sorry" would have been nice. Let's hope the Danish post is more efficient than CW!
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Re: 9 weeks for repair, Wrong Watch returned today!

Post by welshlad »

This is a hugely depressing and disappointing thread, particularly on the back of all the other issues that have happened recently. Clearly the error of returning the wrong watch is bad enough, but to have not even apologised yet is a sign of a customer service department that has completely lost sight of servicing customers the correct way and is completely unacceptable in my eyes.

I am about to return one of my CW watches for a minor repair under warranty and am now quite concerned that I may never get it back! Or if I do, then it may be nearly Christmas by then! Or I may just get a luck dip of someone else's watch?!
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Re: 9 weeks for repair, Wrong Watch returned today!

Post by PaulJS »

Seems like CW Customer Service is FUBAR :thumbdown:
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Re: 9 weeks for repair, Wrong Watch returned today!

Post by The Naf »

If I were you I would have definitely brought the extremely unprofessional manner in which this issue has been handled to CW's attention in very strong terms. From the blatant carelessness during shipment, to the poor follow up, the half witted initial explanation leading eventually to the the correct source of the mistake without so much as an apology let alone a gesture of goodwill. So is this new customer service experience also part of the rebranding?

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Re: 9 weeks for repair, Wrong Watch returned today!

Post by jtc »

All of our attempts to quiz Chris & co on the chat were dodged. I don't think they take customer service as seriously as they make out. I think rebranding to cash in on China (including the recent overpriced special editions) is priority #1. Sad to see.

Hope the OP gets sorted and compensated. I'd be holding onto the wrong watch until mine turned up.
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Re: 9 weeks for repair, Wrong Watch returned today!

Post by asqwerth »

welshlad wrote:This is a hugely depressing and disappointing thread, particularly on the back of all the other issues that have happened recently. Clearly the error of returning the wrong watch is bad enough, but to have not even apologised yet is a sign of a customer service department that has completely lost sight of servicing customers the correct way and is completely unacceptable in my eyes.

I am about to return one of my CW watches for a minor repair under warranty and am now quite concerned that I may never get it back! Or if I do, then it may be nearly Christmas by then! Or I may just get a luck dip of someone else's watch?!

It is definitely very worrying. I didn't have a problem last September when I sent my old C5A Mk 1 for servicing, but that is almost a whole year ago. The recent months have seen various posts that must surely ring alarm bells.
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Re: 9 weeks for repair, Wrong Watch returned today!

Post by Stanley »

I received the return package this morning for the in correct watch and have returned it this afternoon after having a conversation with Wera who is trying to sort out this problem.
I shall be informed when the watch is returned to C W from Denmark! after checking the serial number to establish if it is my watch.
The waiting continues!
Stan
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Re: 9 weeks for repair, Wrong Watch returned today!

Post by Tyke »

Stanley wrote:I received the return package this morning for the in correct watch and have returned it this afternoon after having a conversation with Wera who is trying to sort out this problem.
I shall be informed when the watch is returned to C W from Denmark! after checking the serial number to establish if it is my watch.
The waiting continues!
Stan

Good luck, I hope it works out - I think you are brave to put all your eggs in their basket.
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Re: 9 weeks for repair, Wrong Watch returned today!

Post by teestech »

This has been said before, but it's most odd that CW don't use the watch serial numbers for any sort of tracking. For me, when a watch is sold, serviced, repaired, or posted, identifying it by it's serial number just makes sense. I'm perplexed as to why CW don't think so too.
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Re: 9 weeks for repair, Wrong Watch returned today!

Post by smegwina »

teestech wrote:This has been said before, but it's most odd that CW don't use the watch serial numbers for any sort of tracking. For me, when a watch is sold, serviced, repaired, or posted, identifying it by it's serial number just makes sense. I'm perplexed as to why CW don't think so too.
Apparently what is good for virtually every other company out there is unfit for CW.

All my previous watch services have been tracked by service/order number linked to serial number.

Yet still CW refuse to use the serial number for anything other than back plate decoration. Just plain weird!

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