Falling out of love

Post by **Bahnstormer_vRS** » Sat Mar 23, 2024 7:12 pm

@ITCSUK

Under the heading for Customer Support - Contact us - scroll down

Guy

Sent from my Galaxy S23 Ultra using Tapatalk

ITCSUK · Post by **ITCSUK** » Wed Mar 27, 2024 7:01 pm

I have been emailing customer service. It seems to be Katie is the only one that answers emails to me? However it’s still taking a week for them to come back to me

ITCSUK · Post by **ITCSUK** » Thu Mar 28, 2024 3:10 pm

Watch sent back today. I have that horrible feeling that that’s the last time I will see that watch. Everything else has gone to **** so I would not be at all surprised if they say they never received it

Post by **Bahnstormer_vRS** » Thu Mar 28, 2024 3:58 pm

ITCSUK wrote: ↑Thu Mar 28, 2024 3:10 pm Watch sent back today. I have that horrible feeling that that’s the last time I will see that watch. Everything else has gone to **** so I would not be at all surprised if they say they never received it

I presume you've kept a note of the RMSD tracking number and will be able to follow it's journey to Maidenhead?

Guy

Trailripper06 · Post by **Trailripper06** » Fri Mar 29, 2024 3:57 pm

Unfortunately, I have been dealing with a similar situation. I have a few CW watches I am thrilled with, and always received great customer service in the past. I, too, have had response times with email upwards of 7-10 business days and am over a month with no refund since they received the return

. Unfortunately email seems to be the more reliable way, as the phone numbers have been completely a bust. Kelly has been the one responding to me, but I believe my emails go to a general inbox and are triaged in order as opposed to directly to someone

JAFO · Post by **JAFO** » Fri Mar 29, 2024 5:03 pm

I can honestly say I am very pleased with all my CW watches. I had a few on appro that I returned, but I could have kept them all, but then I would probably have ended up with at least a dozen.

Post by **Amor Vincit Omnia** » Fri Mar 29, 2024 5:07 pm

I shall be testing out the repair process when I get back from my holiday.

ITCSUK · Post by **ITCSUK** » Wed Apr 03, 2024 1:14 pm

OK so watch received at CW, that's a good start

Just got to wait for the process to assess etc etc etc

WerTicus · Post by **WerTicus** » Fri Apr 05, 2024 6:37 am

not a great situation. i'd be ordering things that in in stock. glad the website tells you!

ITCSUK · Post by **ITCSUK** » Wed Apr 24, 2024 12:15 pm

The saga continues…….
Received my watch back today. Really excited to actually get it on my wrist after a year and two months of waiting! And guess what it still doesn’t work.
How can I watch go through tests when it’s assembled final check before it’s delivered back for repair and supposed checks before it leaves the repair? And still does not work.
The watch is nearly full power reserve, I’m checking and checking again to see if I’ve done something stupid. I’ve messed about with the crown different times. Given it a good shake, but the thing is dead.
When I sent it off at least the fault was intermittent, now it’s just dead. So that will be another two months getting it back to Christopher Ward and them generally being incompetent. And you never know one day I might have a watch I can wear..

Jkpa · Post by **Jkpa** » Wed Apr 24, 2024 3:39 pm

Sorry that you’re having so much trouble with the watch, and then the repair isn’t even done correctly – or at all – on the watch and sent back to you, only for you to start the process all over again.

This is part of what I brought up in my BumbleBeast Saga a few months back. Where is the Quality Control? It’s obvious my watch had a fault, and it must be even more obvious that your watch, after a “repair” is literally not working. Why and how can they put on a stamp saying “Yep, checked this, all good, let’s ship it!” when there are such problems? What are they checking, exactly? The process is still clearly not working as it should.

TheBeatles · Post by **TheBeatles** » Wed Apr 24, 2024 4:17 pm

Haven’t read thru all posts but have you contacted Mike France.

I remember a few years back I was in process of buying a couple of watches from Wera’s couch in conversation with Chris Ward.

After a few to and froing between us, someone sent the wrong watch.

When I told Chris about this - his email said “Listen, this is the sound of my head hitting my desk repeatedly”. He was not amused. Perhaps Mike might hit his desk, who knows.

But sadly, over the last few years their QC (looking at various threads) seems to have nose dived.

andrewg2126 · Post by **andrewg2126** » Sun Jun 23, 2024 3:13 am

Have any of the higher ups commented on these QC issues? I'm sure they're doing their best (and are probably more frustrated than anyone). But I wonder if there is some "light at the end of tunnel" type remedy that is in the works (although I haven't a clue what that would be). Hopefully their recent skyrocketing success will allow them to reinvest in the QC process.

nycWATCHnerd · Post by **nycWATCHnerd** » Sun Jun 23, 2024 4:15 pm

andrewg2126 wrote: ↑Sun Jun 23, 2024 3:13 am Have any of the higher ups commented on these QC issues? I'm sure they're doing their best (and are probably more frustrated than anyone). But I wonder if there is some "light at the end of tunnel" type remedy that is in the works (although I haven't a clue what that would be). Hopefully their recent skyrocketing success will allow them to reinvest in the QC process.

As a newbie myself, I would also like to know the current status of the QC issues and the "pre-order" issues on "stock" watches mentioned throughout this thread (and yes, I read all 7 pages).

I would assign some, if not most, of this to growth issues. All companies go through growing pains and maybe the BC was the watch that broke their otherwise good system. Please remember, that especially on the internet, people tend to spend more time reporting "bad" issues than writing about "good" ones. I for one will go to social media immediately to complain about a bad experience with an airline/flight but rarely will post about a good experience. I worry that social media and new social norms have programmed us all to do focus on the negative review.

Either way, I am still going to get a CW as soon as I can figure out which one will be my first. I am going to avoid the BC, Twelve X, and any LE/Special editions for now. And, will only buy something if it is listed as in-stock.

MistaFroggyG · Post by **MistaFroggyG** » Sun Jun 23, 2024 4:38 pm

I see their capping of preorders to no later than what they can deliver in April 2025 for the 12 X as a step in the right direction. Preorders aren’t filling up too fast, but they might once the watch starts shipping.

My preordered C63 36mm came early, my Moonglow service went well, and my Dune GMT was available very soon after launch, so my experiences have been good.

Honestly, I just don’t have the patience to preorder with anything longer than a 2 month wait.

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