^^^ I’ve contacted the seller and contacted CW. There was a little bit of back and forward with CW to get the watch ownership transferred to my name as I didn’t have the original order number (nor did the seller) and they couldn’t trace the serial number from the warranty card. But they sent me a return pack anyway and the watch is on the way back to CW. I’m waiting now to hear if the repair will be done under warranty.

I got the impression that CW want to have all my CW watches on the system/ on my file. Not sure if that has always been the way of things as I’ve never needed CS for much in the past. I’ll need to remember to transfer ownership of any other CW watches I buy second hand

I didn't know there was a formal ownership record. I've bought preowned CWs and never thought to do anything like that. Mind you I do have warranty cards for them.

I hope all goes well with the repair; the khaki is an unusual dial color. I very much enjoy my C65 manual watch.

It puzzles me that the CW records require order numbers to locate watch details when the model and serial number info is available. Thirty years ago databases for sales data were easily searchable, even DOS based.

I wonder if CW are now trying to catch up and get things in order that hadn’t been well recorded in the past? I know from posts here that serial numbers had really been quite a random and meaningless affair up to a certain point! Someone will correct me if I’m wrong on this, or have some more details.

Anyway @thomcat00 - I agree that the khaki is an interesting take on the C65 diver, and I was most interested in owning a hand wound watch. Until the hand winding failed!

missF wrote: ↑Tue Aug 22, 2023 7:31 pm ^^^ I’ve contacted the seller and contacted CW. There was a little bit of back and forward with CW to get the watch ownership transferred to my name as I didn’t have the original order number (nor did the seller) and they couldn’t trace the serial number from the warranty card. But they sent me a return pack anyway and the watch is on the way back to CW. I’m waiting now to hear if the repair will be done under warranty.

I got the impression that CW want to have all my CW watches on the system/ on my file. Not sure if that has always been the way of things as I’ve never needed CS for much in the past. I’ll need to remember to transfer ownership of any other CW watches I buy second hand

Why is it that I spend too much time, purely for lack of any evidence to the contrary, with the notion that CW regard themselves as purveyors of new watches with all the attendant growth in market penetration, model refreshment & review just so we don't get stuck with just our favourite model.

Why do I get a feeling that CW really would rather not have to deal with service/repairs/maintenance issues? I say with full certainty that if I wasn't so heavily invested in being a brand fanboy I could be discouraged enough to sell up and walk away?

@missF I really do hope that CW Customer Service give you much better than average service in fettling your watch and returning it to proper functionality: much better service and a better experience. I hope you get your watch back before November.

I can't see how "let's build a database of owners when our own sales records don't give us the basic tools" is going to improve the ongoing customer service experience.

@missF I should apologise for using your thread to have a rant.

@missF coming back to the EBay transaction and seller if there's anywhere in all of this that you might end up going back to the seller for a refund in full or in part I would encourage you to 1. not leave feedback, 2. raise a complaint and fully document what you and the seller have agreed thus far and 3. If you've paid using a card or paypal or some other means which offers you "buyer protection" you should log the issue with them before the time window for doing so closes.

tikkathree wrote: ↑Wed Aug 23, 2023 8:06 am @missF I should apologise for using your thread to have a rant.

No worries Pete
I have to say I’m doing a lot of surmising here and I don’t want to do CW down unfairly. CS have dealt with the issue and the watch is away for inspection. I do take your points though. CW are building, designing selling great watches according to the aims they set out from the beginning, but are maybe playing catch-up with the things that happen after they’ve sold a watch. But I’ve never had any problems with CS so can’t really comment further. I mentioned the transfer of ownership and the feeling that they were trying to build a full dataset of the watches I own just to see if anyone had any more info on this

Good luck with the inspection process. Fingers crossed that it is accepted for repair under warranty. Have you agreed anything with the seller in the event that it may be chargeable?

Trs1982 wrote: ↑Wed Aug 23, 2023 11:23 am Good luck with the inspection process. Fingers crossed that it is accepted for repair under warranty. Have you agreed anything with the seller in the event that it may be chargeable?

No - haven’t agreed anything with the seller. I probably should, but I don’t want to get into any unhappiness with anyone based on a situation that hasn’t arisen yet... If I didn’t like the watch so much I think I’d deal with it differently

To protect your position,you really must put the seller and eBay on notice of the problem.Hopefully the matter will get resolved satisfactorily in the meantime,without any problems.

Sorry to hear about this Lindsey

The Khaki C65 Handwind is a great watch, I've had the black dial before and the yellow LE currently.
It's a lovely movement so hopefully nothing major but potentially could be the mainspring going by the symptoms.

I would just note it with eBay that you are getting it assessed for warranty but if it's not covered that you'd have to get a partial refund.

Regarding needing the order number, I came across this before but normally only if there was no warranty card present.

I hope it all works out well for you

missF wrote: ↑Tue Aug 22, 2023 7:31 pm ^^^ I’ve contacted the seller and contacted CW. There was a little bit of back and forward with CW to get the watch ownership transferred to my name as I didn’t have the original order number (nor did the seller) and they couldn’t trace the serial number from the warranty card. But they sent me a return pack anyway and the watch is on the way back to CW. I’m waiting now to hear if the repair will be done under warranty.

I got the impression that CW want to have all my CW watches on the system/ on my file. Not sure if that has always been the way of things as I’ve never needed CS for much in the past. I’ll need to remember to transfer ownership of any other CW watches I buy second hand

With regard to serial numbers, and databases in general (speaking as a database developer), I actually can't see any way that manufacturers can trace serial numbers issued to customers without a lot of work. A small company such as CW might be able to, but in general I don't expect the manufacturer has any idea until a customer records his purchase, or has a warranty claim. (the way it works with white goods).

missF wrote: ↑Tue Aug 22, 2023 7:31 pm ^^^ I’ve contacted the seller and contacted CW. There was a little bit of back and forward with CW to get the watch ownership transferred to my name as I didn’t have the original order number (nor did the seller) and they couldn’t trace the serial number from the warranty card. But they sent me a return pack anyway and the watch is on the way back to CW. I’m waiting now to hear if the repair will be done under warranty.

I got the impression that CW want to have all my CW watches on the system/ on my file. Not sure if that has always been the way of things as I’ve never needed CS for much in the past. I’ll need to remember to transfer ownership of any other CW watches I buy second hand

I sent in a CW under warranty just last year that I had purchased second hand and didn't have to go through any of this. I just needed to send a copy of the warranty card which I had as part of the sale. There was never a mention of transfer of ownership or anything. This seems new.

The process does seem to have changed recently. I sent in a CW for repair in February of this year and didn't deal with any of that. I sent another one in last week and was required to fill out an online form which required an order number. I was the original purchaser, so I had that handy.

ajax87 wrote: ↑Wed Aug 23, 2023 6:23 pm ... and was required to fill out an online form which required an order number. I was the original purchaser, so I had that handy.

Yes. To fill in the online form you need the order number. Without this you can’t submit the form and are asked to contact CS.

missF wrote: ↑Tue Aug 08, 2023 6:38 am This is the handwound version- Sellita SW210

I bought this from eBay and it arrived well packed yesterday. It set, hacked, wound and ran perfectly - for about eight hours (after a full wind). Then it stopped.

Now, it sets properly but when I try to wind it nothing happens. Winding the crown feels’empty’ - like it’s not catching on or driving anything.

I don’t have a problem with the seller - he has good history of selling good watches. I can’t return the watch. The watch is still under CW warranty.

I’m wondering if anyone has an idea what the problem might be? If this would be something that would be mended as a warranty repair? Whether it would be a straightforward repair for a local watchmaker to do.

Thanks for your thoughts


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Rather than read all the replies (an answer is probably there) here is the situation.
1. If the watch is faulty you have the protection of the eBay money back guarantee, if still within the timeframe.
2 The watch is apparently faulty, if the watch is still under warranty, then the repair should be carried out free of charge, do not get hoodwinked into being told it needs a service by CW.
3. If you want to just get it fixed yourself, this is a generic and simple movement, well within the capabilities of any competent watchmaker and a cheap fix. I say cheap, it depends on what's actually gone wrong, but accessing the winding mechanism can be done without removing the movement from the watch, so I'd say £60-£80 at a guess. There's not much likely to have gone wrong.