C60 Sapphire Edge Has Stopped Working

malvern_man · Post by **malvern_man** » Fri Apr 04, 2025 2:11 pm

Hi all,

I'm sorry to say that my new C60 Sapphire Edge has stopped working and I've only worn it once.

I was intending to wear it tomorrow so I got it out of its box to set the time and date ready for wearing. I thought something was amiss when it took over 40 winds of the crown to get second hand moving. I set the date and time without any problems but when I looked at the watch a few minutes later it had stopped. I can get the watch to work again by re hand winding the crown but the second hand will only do exactly one revolution before stopping again.

Looks like it'll be making a return visit to CW.

Do you know if it will be sent for repair or will CW just send me out a new watch as the Consumer Rights Act says "If a brand new item is faulty, you have the right to a repair or replacement within the first six months, with the retailer having to prove the fault wasn't present at the time of purchase" or am I barking up the wrong tree.

How do I go about returning the watch to CW for repair or replacement, this is the first time I've ever had a faulty CW watch.

Regards, Chris.

MomentsNotice · Post by **MomentsNotice** » Fri Apr 04, 2025 10:04 pm

There is a return section on the CW website:

https://www.christopherward.com/int/ser ... pairs.html

I also sent an email to ask a few questions. After the return was started I was emailed the custom forms, repair form, and return label.

As has been recommended here I took a bunch of photos of the watch, boxing it up, and the labels. I scheduled a DHL pickup and the courier double checked everything before accepting the package.

I probably made the process more stressful than it needed to be. It arrived back in England in a few days and within a week I was contacted with the repair information under warranty.

Chris GB · Post by **Chris GB** » Fri Apr 04, 2025 11:52 pm

malvern_man wrote: ↑Fri Apr 04, 2025 2:11 pm Hi all,

I'm sorry to say that my new C60 Sapphire Edge has stopped working and I've only worn it once.

I was intending to wear it tomorrow so I got it out of its box to set the time and date ready for wearing. I thought something was amiss when it took over 40 winds of the crown to get second hand moving. I set the date and time without any problems but when I looked at the watch a few minutes later it had stopped. I can get the watch to work again by re hand winding the crown but the second hand will only do exactly one revolution before stopping again.

Looks like it'll be making a return visit to CW.

Do you know if it will be sent for repair or will CW just send me out a new watch as the Consumer Rights Act says "If a brand new item is faulty, you have the right to a repair or replacement within the first six months, with the retailer having to prove the fault wasn't present at the time of purchase" or am I barking up the wrong tree.

How do I go about returning the watch to CW for repair or replacement, this is the first time I've ever had a faulty CW watch.

Regards, Chris.

Given my experience with CW's repairs service, I'm going to recommend return for refund and buy a new one. They can do truly excellent work, but for a quicker turnaround and for avoiding multiple return cycles and the possibility of damage, refund and rebuy is better.

malvern_man · Post by **malvern_man** » Sat Apr 05, 2025 12:06 am

MomentsNotice wrote: ↑Fri Apr 04, 2025 10:04 pm There is a return section on the CW website:

https://www.christopherward.com/int/ser ... pairs.html

I also sent an email to ask a few questions. After the return was started I was emailed the custom forms, repair form, and return label.

As has been recommended here I took a bunch of photos of the watch, boxing it up, and the labels. I scheduled a DHL pickup and the courier double checked everything before accepting the package.

I probably made the process more stressful than it needed to be. It arrived back in England in a few days and within a week I was contacted with the repair information under warranty.

Thanks for the link, it says "Use the service/repair form shown below" but there is no form and there's also no mention about returns labels either.

malvern_man · Post by **malvern_man** » Sat Apr 05, 2025 12:09 am

Chris GB wrote: ↑Fri Apr 04, 2025 11:52 pm
malvern_man wrote: ↑Fri Apr 04, 2025 2:11 pm Hi all,

I'm sorry to say that my new C60 Sapphire Edge has stopped working and I've only worn it once.

I was intending to wear it tomorrow so I got it out of its box to set the time and date ready for wearing. I thought something was amiss when it took over 40 winds of the crown to get second hand moving. I set the date and time without any problems but when I looked at the watch a few minutes later it had stopped. I can get the watch to work again by re hand winding the crown but the second hand will only do exactly one revolution before stopping again.

Looks like it'll be making a return visit to CW.

Do you know if it will be sent for repair or will CW just send me out a new watch as the Consumer Rights Act says "If a brand new item is faulty, you have the right to a repair or replacement within the first six months, with the retailer having to prove the fault wasn't present at the time of purchase" or am I barking up the wrong tree.

How do I go about returning the watch to CW for repair or replacement, this is the first time I've ever had a faulty CW watch.

Regards, Chris.
Given my experience with CW's repairs service, I'm going to recommend return for refund and buy a new one. They can do truly excellent work, but for a quicker turnaround and for avoiding multiple return cycles and the possibility of damage, refund and rebuy is better.

Can I still return it for a refund even though I've worn it once and its stopped working?

MomentsNotice · Post by **MomentsNotice** » Sat Apr 05, 2025 4:27 am

malvern_man wrote: ↑Sat Apr 05, 2025 12:06 am Thanks for the link, it says "Use the service/repair form shown below" but there is no form and there's also no mention about returns labels either.

I'm on mobile and the form is all the way at the bottom of the page.

Probably the best bet would be to shoot them an email first to see what the say about an exchange versus repair and then go from there.

Chris GB · Post by **Chris GB** » Sat Apr 05, 2025 7:27 am

malvern_man wrote: ↑Sat Apr 05, 2025 12:09 am
Chris GB wrote: ↑Fri Apr 04, 2025 11:52 pm
malvern_man wrote: ↑Fri Apr 04, 2025 2:11 pm Hi all,

I'm sorry to say that my new C60 Sapphire Edge has stopped working and I've only worn it once.

I was intending to wear it tomorrow so I got it out of its box to set the time and date ready for wearing. I thought something was amiss when it took over 40 winds of the crown to get second hand moving. I set the date and time without any problems but when I looked at the watch a few minutes later it had stopped. I can get the watch to work again by re hand winding the crown but the second hand will only do exactly one revolution before stopping again.

Looks like it'll be making a return visit to CW.

Do you know if it will be sent for repair or will CW just send me out a new watch as the Consumer Rights Act says "If a brand new item is faulty, you have the right to a repair or replacement within the first six months, with the retailer having to prove the fault wasn't present at the time of purchase" or am I barking up the wrong tree.

How do I go about returning the watch to CW for repair or replacement, this is the first time I've ever had a faulty CW watch.

Regards, Chris.
Given my experience with CW's repairs service, I'm going to recommend return for refund and buy a new one. They can do truly excellent work, but for a quicker turnaround and for avoiding multiple return cycles and the possibility of damage, refund and rebuy is better.
Can I still return it for a refund even though I've worn it once and its stopped working?

I did with the 12Ti that went back and forth a couple of times for repair, where the case was damaged and then the movement went defective. I can't remember what the terms and conditions say, but it certainly would be my preferred course of action.

nbg · Post by **nbg** » Sat Apr 05, 2025 8:27 am

Within the first 30 days you have the right to a refund for defective goods. This is regardless of whether worn or unworn. No if’s, no buts, the legislation is clear.

Neil

Chris GB · Post by **Chris GB** » Sat Apr 05, 2025 8:51 am

nbg wrote: ↑Sat Apr 05, 2025 8:27 am Within the first 30 days you have the right to a refund for defective goods. This is regardless of whether worn or unworn. No if’s, no buts, the legislation is clear.

Neil

I'd forgotten about that. In my experience CW's customer service occasionally need reminding of the rules, but mostly they provide better than the statutory minimum requirement.

JAFO · Post by **JAFO** » Sat Apr 05, 2025 9:30 am

malvern_man wrote: ↑Sat Apr 05, 2025 12:06 am
MomentsNotice wrote: ↑Fri Apr 04, 2025 10:04 pm There is a return section on the CW website:

https://www.christopherward.com/int/ser ... pairs.html

I also sent an email to ask a few questions. After the return was started I was emailed the custom forms, repair form, and return label.

As has been recommended here I took a bunch of photos of the watch, boxing it up, and the labels. I scheduled a DHL pickup and the courier double checked everything before accepting the package.

I probably made the process more stressful than it needed to be. It arrived back in England in a few days and within a week I was contacted with the repair information under warranty.
Thanks for the link, it says "Use the service/repair form shown below" but there is no form and there's also no mention about returns labels either.

There's no return label. (In the UK). CW now like to pre-approved the return, and then they will send you a returns pack with everything you need.

tikkathree · Post by **tikkathree** » Sat Apr 05, 2025 12:49 pm

In the fewer than three instances I've had of a CW watch being defective or dead on arrival I've always been content to let CW decide how they'd like to proceed. I've never had a problem watch which has needed sending back more than the once, and fundamentally I'd rather take back a watch which is known to be sorted than start again with an unknown quantity: daft possibly but there we are.**
In the last instance, which was a C60 Lumiere in mid-2024, they decided on an immediate replacement which actually came as a surprise.
** Ask CW service about me and they'd probably say something about "that nutter who buys dead watches and sends ghem to us for restoration and revival."

malvern_man · Post by **malvern_man** » Sun Apr 06, 2025 11:18 pm

Thanks all for the replies and advice/suggestions, I've emailed customer service and I'm awaiting a reply.

malvern_man · Post by **malvern_man** » Tue Apr 08, 2025 2:02 pm

I've just heard back from customer service and from the rely I have received I don't think they have read my email to them properly, below is the reply.....

Dear Chris,

I apologise to hear about the timing issues with your watch. Here is some information that might be helpful:

To maintain your watch's accurate timekeeping, it's essential to keep it fully charged or wound. As a watch approaches the end of its charge, it may experience more significant time gains or losses due to the lower tension in the mainspring. Sometimes, poor timing can be attributed solely to insufficient winding. Before sending your watch back to us for inspection, we recommend ensuring that it is fully wound. Rest assured, our automatic watches cannot be over-wound, so you need not worry about that.

For most mechanical watches, our tolerance level is -/+ 20 seconds per day (COSC-certified watches have a tolerance level of -4/+6 seconds per day).

In the rare event that your watch falls outside of these tolerances, we would be delighted to arrange for its return. Once received, we will regulate the timing to improve its accuracy.

I have emailed back and yet again explained that the movement is dead, broken/faulty.

malvern_man · Post by **malvern_man** » Fri Apr 11, 2025 2:02 pm

Quick update.

DHL have just picked up my watch so it's now winging its way back to CW towers for repair or replacement. Apparently the watch has now gone back on to pre-order for the end of July.

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