Customer service? What customer service? But Wera's the best

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xtriple
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Re: Customer service? What customer service?

Post by xtriple »

As has been said, received a reply straight away! Wera sounds a bit disgruntled (rightly so) at me slagging off her customer service when the fault is entirely my own! Oh dear.....

Anyway, the watch I want is currently sat on her desk and has been since the date of my first e-mail which is about a week ago - apparently she was going to stick it back into stock/the technicians room today as she had received no reply to her many e-mails.

Anyone know what chocs Wera likes by way of apology or does she prefer that you just eat "Humble pie" and video the evidence? I suppose the latter would give the forum something to laugh at :oops:
CW C3 CWS, C13 GWT, 2012 FLE. Tag Heuer. Citizen. Tissot Tudor. Breitling Colt + SuperOcean. Orient SK. Deep Blue. Seiko X2. Steinhart Ocean 1. Timex X3. MuDu. Longines. Yema. Omega Speedmaster +Seamaster SMP. Roamer. Sully. Bulova. Ingersol.
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nathanclarinet
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Re: Customer service? What customer service?

Post by nathanclarinet »

Oops. I think you should add red wine and flowers to the chocolates. I make a cracking humble pie if you need one. :D
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Re: Customer service? What customer service?

Post by Loddonite »

Glad it's getting sorted rjstuf001.
rjstuf001 wrote: What happened here basically is that I placed the order, my Paypal was charged, but CW had no record on their system that the order was placed. If I hadn't emailed them, I'd still be sitting here, waiting and clueless.
I had a very similar issue with Watchobsession a while back - but that was sorted out quickly and efficiently by Gary.
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Re: Customer service? What customer service?

Post by Kip »

nathanclarinet wrote:Oops. I think you should add red wine and flowers to the chocolates. I make a cracking humble pie if you need one. :D
I can tell you she likes wine! :)
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Re: Customer service? What customer service?

Post by rjstuf001 »

Quick update: So I was promised the watch would be shipped today (Monday 9/12). I emailed Wera around 5pm London time to get an update, it's now 9:40pm and she hasn't replied. No shipping confirmation in the Inbox either. It's now been 7 full days since I placed my order, they have my money, and the watch hasn't been shipped yet.
markuk
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Re: Customer service? What customer service?

Post by markuk »

I am sure it has gone.. in a moment I am going to get on a plane and get you a watch :lol:
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Re: Customer service? What customer service?

Post by lostguy »

I don't think they send despatch emails? They really need order status updates online. Not knowing whether your item is awaiting stock, being processed or dispatched is odd, especially for a web based business.

However, I have contacted the wizzie email and got a friendly reply within a few hours. The service seems to live up so far for me anyway. If you consider the whole package, including the 60-60 and 360 service and the endless customer testimonials, CWL are successfully differentiating themselves and they should be applauded for making such a concerted effort. It's especially good for a British company as we are known to have some of the worst "take it or leave it" customer service in the world.

To the poster having issues, have a little patience. Amazon are known to have some of the best customer service on the net, yet you still find them making mistakes. I know I have had issues with them but they eventually come through, and that's why I shop there with confidence, because if something does go wrong I know theyre willing and able to resolve it.
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xtriple
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Re: Customer service? What customer service?

Post by xtriple »

Having recently had dealings with Wera I'm utterly convinced that your e-mails must be going astray somewhere. I managed to give out a "dead" e-mail address so my replies were not getting through to me but Wera supplied me with copies of each and every one (at my request). To facilitate a resolution, she even contacted me by p.m. through the forum so I'd be very surprised indeed if there hasn't been some contact made.

Stick with it. Your watch will be with you shortly and all will be both explained and well with your world.
CW C3 CWS, C13 GWT, 2012 FLE. Tag Heuer. Citizen. Tissot Tudor. Breitling Colt + SuperOcean. Orient SK. Deep Blue. Seiko X2. Steinhart Ocean 1. Timex X3. MuDu. Longines. Yema. Omega Speedmaster +Seamaster SMP. Roamer. Sully. Bulova. Ingersol.
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Re: Customer service? What customer service?

Post by RustyinRochester »

For those in the States, here is other watch companies' customer service (Peggy):

Image

Here is CHR customer service (Wera and Debs):

Image
"In comic strips, the person on the left always speaks first."
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Re: Customer service? What customer service?

Post by Kip »

I love it! :D
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rcherryuk
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Re: Customer service? What customer service?

Post by rcherryuk »

Yep,
and Wera's the one with the sword!! :D
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Re: Customer service? What customer service?

Post by rjstuf001 »

New update: Apparently someone at CW dropped the ball and the watch wasn't shipped on Monday. But then Wera came to the rescue and arranged for it to be shipped today via express courier instead of regular mail (as a free upgrade because of all the trouble). Got a shipping confirmation by email and the watch is now on its way. You gotta love Wera 8)

Edit: Changed the thread title accordingly :D
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Re: Customer service? What customer service? But Wera's the best

Post by wizziethewiz »

who's released our pictures ???? yes, that's me with the sword.......Deb and I did not agree to have our pictures released on the forum !!!!!! :-)
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Jammy Devil
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Re: Customer service? What customer service? But Wera's the best

Post by Jammy Devil »

I've just noticed that only one of the two angels has a halo. So that one must be Saint Wera.
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rcherryuk
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Re: Customer service? What customer service? But Wera's the best

Post by rcherryuk »

Well, that's two of Chris's Angels, we're just missing the brunette :D

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