Current repair times.

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Kip
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Re: Current repair times.

Post by Kip »

CWL is aware that their service times in some areas are running longer than they feel are acceptable. They are already working on an internal plan to get things back on track. It will take a bit of time to get everything back to acceptable levels for CWL, but they will get there. The plan is in motion.

For those that have not heard anything...have you requested a status update?
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ronjohn
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Re: Current repair times.

Post by ronjohn »

disappointing and unacceptable for a company that touts "UNRIVALLED CUSTOMER CARE"
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Re: Current repair times.

Post by JJH »

It is very poor customer service. 10 weeks with little communication and not even a reference number for me to quote so no real idea of at which stage of "tech assessment" my watch is. I'll be very surprised if I get the watch back before end of November.
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Re: Current repair times.

Post by crag145 »

It does seem that the "minor" repairs are contracted out.....Kip?????
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Re: Current repair times.

Post by Scrogg »

JJH wrote:...and not even a reference number for me to quote so no real idea of at which stage of "tech assessment" my watch is.
How would a reference number help?
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Re: Current repair times.

Post by reggie747 »

Scrogg wrote:
JJH wrote:...and not even a reference number for me to quote so no real idea of at which stage of "tech assessment" my watch is.
How would a reference number help?
Is that a trick question Scrogg ?
To me it suggests that when something is booked in, it gets a reference and is then committed to a database so if/when a customer rings up, it can clearly identified as to where it is in the system.
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Re: Current repair times.

Post by Scrogg »

No, not a trick question.

My C60 has just gone in for repair. On the returns form I sent in with it was the original order number (in itself a unique reference) plus all my details, along with the reason it has been sent back. Clearly CWL see this as enough information to carry out the repair, update me if required, and then return it to me.

They see no need to provide a reference number, and that I am aware of there are no complaints regarding work not being done or watches going missing, only the time it takes, so I genuinely fail to see how one would help..?
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Re: Current repair times.

Post by Kip »

crag145 wrote:It does seem that the "minor" repairs are contracted out.....Kip?????
And why would it seem that way?

Repairs are done in house with the exception of certain movements that are sent to Switzerland. CWL has 2 watchmakers in house. I would presume that the current workload is more than expected which is causing delays, As I stated, I have been told that the situation is being addressed and a plan is in motion to correct.
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Re: Current repair times.

Post by jvm32 »

stefs wrote:tomsolo
jvm32

so as I click into the 10th week I just wondered if either of you have heard anything yet. Dont know why but I have an uneasy feeling!
Just noticed this, mine was returned to me last Thursday, so just inside the quoted time frame.
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Re: Current repair times.

Post by crag145 »

Well Kip it would SEEM that the general lack of communication and the timeframe for some of these simple faults suggest to me, and only me that some work is possibly carried out by a third party. Not uncommon an activity in the watch world. 2 watchmakers or watch repairers?. Big difference!.
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Re: Current repair times.

Post by Kip »

Not sure I am grasping your logic. That is kind of like assuming because a restaurants service is a bit slow on the night you are there, that your wait person is sitting at the bar awaiting arrival of your beef from the steakhouse down the road. :wink:

No matter.... CWL has 2 watchmakers currently in Maidenhead.

And you are correct, it is not uncommon, nor anything wrong with farming out repair work. I am not aware of CWL doing this.
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Re: Current repair times.

Post by JJH »

Scrogg wrote:
JJH wrote:...and not even a reference number for me to quote so no real idea of at which stage of "tech assessment" my watch is.
How would a reference number help?
Would surely make traceability easier for customers and for CW at their end. It's basic stuff- here's a job number for you. It could be used on a "repair" tracking system that customers could link to and get a status update without having to get in touch via email. Or to quote in a good old fashioned phone call.

Granted it may not get things done any quicker, which is a separate issue.
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Re: Current repair times.

Post by mabotham »

Here here.




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Re: Current repair times.

Post by asqwerth »

I have just received back my C5A Mk1 that I had sent to CWL for servicing.

I got it back about a month from the time they received it, which isn't too bad considering I don't live in the UK. Of course, mine was a normal servicing of a watch that was running fine rather than a repair, but still...

And yay, I now have a CWL service pod!
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Re: Current repair times.

Post by Joeyjoejojo »

Just been quoted up to 10 weeks to have a bezel lume pip replaced for one that's fallen out of a C60 and disappeared. :-( Really hope it doesn't take that long but I imagine I'll be at the back of the queue. Tempted to just go to somebody local but worried they won't do as good a job as CW.

The watch hasn't been out of the box either since I got my Hydroconquest. Only got it out the other day to take photo's of it for sales corner so really gutted the lume pip dropped out and buggered off somewhere. :thumbdown:
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