Fantastic customer service!

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Trs1982
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Fantastic customer service!

Post by Trs1982 »

I just wanted to share my recent experience with CW customer service.

Following a post on here sharing that CW had a small treasure tray of items that weren't available on the website I made an enquiry via email to Declan in the showroom with a view to purchasing a C60 Sunrise; something that I previously thought that I'd have to scour eBay for months to obtain. Following a couple of chases, I made a call instead and spoke to a chap called Andrew who was able to find the watch and arrange the sale. Unfortunately, due to recent price increases the watch was more expensive than it was originally sold for (£795 at that point rather than £595). Andrew said that the watch would be with me within a week. The following day I had a notification from DPD that it was out for delivery, much quicker that I expected.

I received the watch and was extremely pleased with it, but upon reflection I wondered if the price was correct; 33.something% seemed a little steep, so I emailed CS to query it.

Fast forward to this morning and I've just received an email from Matt in CS letting me know that there had been a mistake and there shouldn't have been an increase applied to that particular model. He's arranged for a refund of the difference which should be with me in a few days.

All in all, the team in CS have been fantastic!
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Amor Vincit Omnia
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Re: Fantastic customer service!

Post by Amor Vincit Omnia »

Thanks for sharing that. It’s good to know.
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Re: Fantastic customer service!

Post by Bahnstormer_vRS »

Excellent news and great result.

I'm glad you were able to snag one of the Archive / Prototype Bits & Bobs.

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watchaholic
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Re: Fantastic customer service!

Post by watchaholic »

All we need now is pics! :thumbup:
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ajax87
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Re: Fantastic customer service!

Post by ajax87 »

Good for you, and good on CW! And yes, I agree with the above; as they say on the internet, “pics or it didn’t happen”.
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Re: Fantastic customer service!

Post by Leon O »

It's always great to hear about quality customer service experiences.
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Trs1982
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Re: Fantastic customer service!

Post by Trs1982 »

:clap: :clap: :clap:

Looks a bit washed out on the picture, but in real life lighting, it's beautiful.

Image
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Amor Vincit Omnia
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Re: Fantastic customer service!

Post by Amor Vincit Omnia »

^^^ It looks fine, but saturation might be a bit low on your camera setting. I frequently find myself boosting saturation and occasionally vibrancy in the photo editing app.
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Re: Fantastic customer service!

Post by Ducs4rs »

Has anybody ever sent their watch in for repair? What's been the average turnaround?

I've sent my watch in twice, and both times CW held it for around 3 months.
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iain
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Re: Fantastic customer service!

Post by iain »

Ducs4rs wrote: Sun May 07, 2023 2:05 pm Has anybody ever sent their watch in for repair? What's been the average turnaround?

I've sent my watch in twice, and both times CW held it for around 3 months.
I recently sent one in, it took about 8 weeks and I was quoted 10 initially.

3 months is fairly typical with watches, IWC took that last time I sent one for service and it had to go back as they’d scratched the crystal. Over on some of the Omega Facebook groups people are saying they are currently taking about 6 months!
Iain’s Law: Any discussion on the Christopher Ward forum, irrespective of the thread title or subject matter, will eventually lead to someone mentioning the Bel Canto if the thread continues for long enough.
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Re: Fantastic customer service!

Post by Ducs4rs »

iain wrote: Sun May 07, 2023 4:56 pm
Ducs4rs wrote: Sun May 07, 2023 2:05 pm Has anybody ever sent their watch in for repair? What's been the average turnaround?

I've sent my watch in twice, and both times CW held it for around 3 months.
I recently sent one in, it took about 8 weeks and I was quoted 10 initially.

3 months is fairly typical with watches, IWC took that last time I sent one for service and it had to go back as they’d scratched the crystal. Over on some of the Omega Facebook groups people are saying they are currently taking about 6 months!
Oh wow, didn't realize that was the industry norm.
I thought that since they were replacing my movement, they could just pop one in and send it back :lol:
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iain
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Re: Fantastic customer service!

Post by iain »

^^^^ It comes down to the number of qualified watchmakers each company will have. It’s quite a niche profession despite the number of mechanical watches sold each year.

I suspect the process will be for CW to do a quick assessment of any fault, confirm whether it’s a warranty or chargeable job and then seek approval and order the parts. The watch will then placed in a queue.

Once your watch reaches the front it is allocated to a technician who will carry out the work. The length of time will be a couple of weeks for initial assessment, processing, seeking payment, and ordering parts.

The length of time your watch sits in the queue will depend on how many are in front of you and the number of staff available to work on them. The actual repair itself is only a small part of the process.

I’ve no insider information and the text above is just me speculating, however I do work in engineering and repair and maintenance so I can’t see it being that much different.
Iain’s Law: Any discussion on the Christopher Ward forum, irrespective of the thread title or subject matter, will eventually lead to someone mentioning the Bel Canto if the thread continues for long enough.
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Re: Fantastic customer service!

Post by Ducs4rs »

Cool, thanks for the insight. Helps me be a bit more patient.
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Re: Fantastic customer service!

Post by rkovars »

To add what @iain said above:

Don't leave out testing and final QC checks once the work is completed.
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iain
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Re: Fantastic customer service!

Post by iain »

^^^^^ Good point, I know some people may joke about that stage being optional though….

:lol: :lol:
Iain’s Law: Any discussion on the Christopher Ward forum, irrespective of the thread title or subject matter, will eventually lead to someone mentioning the Bel Canto if the thread continues for long enough.
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