Something weird on my Makaira bezel. :(

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downer
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Re: Something weird on my Makaira bezel. :(

Post by downer »

Where I work, if we receive a complaint from a customer (say for a surface blemish or the like), we implement a process called "special selection". In simple terms, it means we thoroughly examine the replacement product - to a level above and beyond the normal inspection process - to ensure there is no way the customer can be dissatisfied with the replacement.

I can't understand why CW would not do something similar, particularly when they are shipping to the USA.

The fantastic after-sales service is all well and good, but really, they need to work harder on getting it right first time. :thumbdown:
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Re: Something weird on my Makaira bezel. :(

Post by MiniMpi »

Agree with Richard :(
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Re: Something weird on my Makaira bezel. :(

Post by welshlad »

downer wrote:Where I work, if we receive a complaint from a customer (say for a surface blemish or the like), we implement a process called "special selection". In simple terms, it means we thoroughly examine the replacement product - to a level above and beyond the normal inspection process - to ensure there is no way the customer can be dissatisfied with the replacement.

I can't understand why CW would not do something similar, particularly when they are shipping to the USA.

The fantastic after-sales service is all well and good, but really, they need to work harder on getting it right first time. :thumbdown:
Completely agree...and you've saved me typing out a similar long reply! That has to go back and I would explicitly ask Wera to double check the replacement before it is sent out to you. What a bummer.
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Re: Something weird on my Makaira bezel. :(

Post by Saffy »

This does not bode well. These silly QC flaws that are made public to the community via its peers must represent a fraction of flawed watches that are passed on to the silent. CWL will no doubt rectify any defective products to the customers satisfaction (although they clearly failed to do that in this case so far!). Such stories will knock the confidence of potential buyers whom are researching the brand. As already stated, great customer service but who wants to buy into a whole lot of hassle if CWL do not have a 'GET IT RIGHT FIRST TIME' approach. I really feel for customers outside of the UK, as the hassle of a return and delay is increased multifold.
My partner thinks I am insane placing another (pre)order with CWL as my first purchase is yet again returned for repair. My confidence is indeed waning.
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Re: Something weird on my Makaira bezel. :(

Post by jmarchitect »

downer wrote:Where I work, if we receive a complaint from a customer (say for a surface blemish or the like), we implement a process called "special selection". In simple terms, it means we thoroughly examine the replacement product - to a level above and beyond the normal inspection process - to ensure there is no way the customer can be dissatisfied with the replacement.

I can't understand why CW would not do something similar, particularly when they are shipping to the USA.

The fantastic after-sales service is all well and good, but really, they need to work harder on getting it right first time. :thumbdown:
My thoughts too Richard. Really sorry to read about the issue DW. I wouldn't go trying to polish anything out or live with the lint. The piece would go straight back.
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Re: Something weird on my Makaira bezel. :(

Post by MiniMpi »

Also make sure you email Wera on Wizziethewiz@christopherward.co.uk
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Re: Something weird on my Makaira bezel. :(

Post by scooter »

Regrettably it has to go back because as a replacement it has to be absolutely perfect. You will never live with it as is.

My eyes are so poor that I cannot make out the lint which worries me even more!

CW need to be aware of these problems as they cannot afford to become complacent in areas of QC.

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Re: Something weird on my Makaira bezel. :(

Post by Grif »

Saffy wrote:. Such stories will knock the confidence of potential buyers whom are researching the brand.
As one of those very people I can say you are absolutely correct. I've been looking into cwl for a few weeks, and in that time I have bought a watch, but not a cwl.
In your position Mr Wolf I would be sending that back for a refund, 2 strikes and your out. I can not believe they have sent you that. Perhaps they are becoming victims of their own success, too busy to do the basics right....a situation that won't last long if left unaddressed.
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Re: Something weird on my Makaira bezel. :(

Post by Saffy »

In my case when I have returned the faulty product to CWL for resolution it has been returned to me with a cold statement of work carried out e.g "movement replaced - regulation checked over 5 days".... Is it too much to expect an apology also from CWL PR ? It would go a long way to appease.
I am a bit miffed that I am getting a repaired watch returned, maybe I am deluded in expecting a new replacement if under 12 month old? As said in another thread the watch case suffered stress damage on the last repair. Dread what is going to be returned to me this time around.
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Re: Something weird on my Makaira bezel. :(

Post by akirk »

I think that we need to remember that we are dealing with a business - not a personal relationship / friendship... ultimately a business transaction is a commercial contract - money in exchange for supply of services / product... It is entirely appropriate to expect that product to match up to the expectation / advertising / quality claimed / etc. and where it doesn't to expect the company to remedy it... I don't think that will always mean a new replacement - however it should mean no further issues :) and it does make sense from a CR perspective to take extra care with a customer who has received below expected quality to ensure that their further experience is good...

CWL seem very good in then adding a further layer of friendliness / care / customer experience - which is great, makes us feel good about the watches and breeds customer loyalty - but I don't think that I would wish to push that too far - there is a balance between that and a company that takes its eye off the ball commercially - and I want a company from whom I am buying watches to have a great commercial future as well... Therefore neat notes of what has been done in repairing / servicing the watch are fine - I wouldn't expect anything more personal - it just takes too long...

I am about to send in a C20 - but I am happy to wait until after the Christmas period as I am sure that it can't be easy for them at present, so a quieter time might be a better level of service for me...

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Re: Something weird on my Makaira bezel. :(

Post by mabotham »

email Chris with a complaint and ask what reparation he will do as this is below par.
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Re: Something weird on my Makaira bezel. :(

Post by CornishDave »

Yep I concur with others - totally unacceptable! :thumbdown:
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Re: Something weird on my Makaira bezel. :(

Post by DEV.Woulf »

scooter wrote:Regrettably it has to go back because as a replacement it has to be absolutely perfect. You will never live with it as is.

My eyes are so poor that I cannot make out the lint which worries me even more!

CW need to be aware of these problems as they cannot afford to become complacent in areas of QC.

scooter
According to Deb, the watch was "thoroughly inspected" before I received it. "The watches are brand new and never been touched, straight from our manufacturers in Switzerland," she said. I agree with everyone here...they should have made sure this was all set for me. It is very visible to my eye in the right light. At this price I've paid I expect the highest quality; a new watch should be new. The scratch is not that deep and can be faint but I don't want it on a brand new watch. I want to make my first scratch, not buy it with it already on there. :p

She's giving me the options of another one quickly shipped to me or a different watch or a refund. I've become attached to this watch. It feels like an Explorer; sporty but would look good with a black/blue business suit. I like the square, detailed case and the second crown for the bezel. The blue is not bright so it looks serious and classy. The double coated AR sapphire is gorgeous. I have my eyes on a C8 Pilot MKII and a C5 Malvern MKII and also a Stowa but am going to give this another try. After that, I don't know. It's a shame I haven't had the luxury and relaxation of having my watch for 60 days and deciding if I want to keep it or not. :?

Scooter, it's not really lint. I'm not sure what it is. I just didn't notice it on the last one. It's on the metal inside but not on the actual bezel. Not as big a deal as the scratch but I wonder if that's normal? Don't like it. :-k

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Re: Something weird on my Makaira bezel. :(

Post by Saffy »

watchmakers body cheese
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Re: Something weird on my Makaira bezel. :(

Post by scooter »

Wolf

Thanks for posting the last photo - I see it now.

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