How long for a customer service response?

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garethwebber
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How long for a customer service response?

Post by garethwebber »

Hi All

I received my first Christopher Ward on Friday. On Saturday the watch stopped twice (for about half an hour). I dropped an email to customer services over the weekend asking if I should return the watch for a replacement. I got an its being escalated email this morning but have since heard nothing.

How long does it normally for these issues to be escalated? Should I just return the watch for a replacement anyway? Its a C6 dive watch so I can't afford for it to fail on me while I am underwater.

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Re: How long for a customer service response?

Post by Woodell »

Hi....And welcome. You don't say where you are in the world....they respond faster I understand when you are a Forum Member....you are a member now....look in the board index.....Don't worry....they will fix it ASAP.
If in England...you can call. Good luck.
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Re: How long for a customer service response?

Post by robinbarke »

Welcome to the Forum. Sorry to hear that your first experience with CW is negative. Really strange that a quartz watch with a respected Swiss movement should fail but there is nothing you can do about it other than get the watch replaced.
I imagine you will receive excellent service by return post. I would send Wera an e-mail to say it's on its way.
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Re: How long for a customer service response?

Post by androo »

What Jag said. Except the bit about brain cells.
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Re: How long for a customer service response?

Post by theresafire »

Just a quibble as you will.

When you look under the 60:60 return part, it has the form marked as Return.PDF or w/e it is, however when you look under the 60 month warranty part, there is no link to download the "return"(which should be repair/replace IMO).pdf form.

kinda confusing if you don't already know what you're looking for. Someone should mention to CW to put a Repair/Replace.pdf on that part of the section, or make it obvious(without downloading and opening the .pdf) that it is for all 3.
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Re: How long for a customer service response?

Post by Kip »

theresafire wrote:Just a quibble as you will.

When you look under the 60:60 return part, it has the form marked as Return.PDF or w/e it is, however when you look under the 60 month warranty part, there is no link to download the "return"(which should be repair/replace IMO).pdf form.

kinda confusing if you don't already know what you're looking for. Someone should mention to CW to put a Repair/Replace.pdf on that part of the section, or make it obvious(without downloading and opening the .pdf) that it is for all 3.
So mention it! Email Wera with your suggestion. They are always willing to listen. :)
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garethwebber
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Re: How long for a customer service response?

Post by garethwebber »

Thanks everyone. Watch returned and replacement back within days.

All good

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Re: How long for a customer service response?

Post by scooter »

We like a story with a happy ending.

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Re: How long for a customer service response?

Post by st-rider »

Sorry to hijack this thread but I returned watch to CWL 3 May for repair (that's when delivered RMSD).
I haven't heard anything since.
Is this usual?

TTFN, Alex
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Re: How long for a customer service response?

Post by st-rider »

JAG wrote:
st-rider wrote:Sorry to hijack this thread but I returned watch to CWL 3 May for repair (that's when delivered RMSD).
I haven't heard anything since.
Is this usual?...
Drop our Wera a mail but I know they only have a few in house engineers but she will not mind at all hope this helps ...
An update.

Dropped email as suggested.
Watch delivered to CWL 3 May and Deb from customer services sent me email on 6 May.
I can only think my junk/spam filter got to it before I did :oops:
So can't fault CWL there.

Anyhow, one phone call and all should now be sorted. Possibly be back by end of week :D :D :D

TTFN, Alex
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