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!

Thanks for sharing that. It’s good to know.

Excellent news and great result.

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

Guy

All we need now is pics!

It's always great to hear about quality customer service experiences.

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

^^^ 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.

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.

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

Cool, thanks for the insight. Helps me be a bit more patient.

To add what @iain said above:

Don't leave out testing and final QC checks once the work is completed.