What have I done to displease you (an open letter to CW&Co.)

Discuss Christopher Ward watches
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Re: What have I done to displease you (an open letter to CW&

Post by unionthug »

I read that as well. I have no idea, I think because the order was lost for three weeks they expressed it to me DHL.
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Re: What have I done to displease you (an open letter to CW&

Post by Bahnstormer_vRS »

@Unionthug - so you got the correct bracelet but not in the correct length. Do I understand correctly?

If so, CWL just need to get some extra links to you.

Out of curiosity, is the 25cm measurement the size of your wrist or the length of the bracelet you need?

Guy

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Re: What have I done to displease you (an open letter to CW&

Post by Lavaine »

This is really terrible CS from CW. Maybe it's time to outsource shipping to a fulfillment company, since they seem to be so overburdened as to be unable to provide accurate shipping themselves at this time.
A shame really. It seems that CW has grown too fast in an effort to capitalize on it's own success. In the process they have lost sight of where they started and what they represented.
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Re: What have I done to displease you (an open letter to CW&

Post by st-rider »

Lavaine wrote:...they seem to be so overburdened as to be unable to provide accurate shipping themselves at this time.
... they have lost sight of where they started and what they represented.
I wonder if this is related to losing custoner service staff and not having replacement on board and up to speed.
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Re: What have I done to displease you (an open letter to CW&

Post by gbbird »

This does read as a very sorry state of affairs. If I was the OP, why not just write to CW Customer Services directly rather than post an open letter on here? They are the ones best placed to help afterall, and I'm sure they would try to put things right.
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Re: What have I done to displease you (an open letter to CW&

Post by unionthug »

Bahnstormer_vRS wrote:@Unionthug - so you got the correct bracelet but not in the correct length. Do I understand correctly?

If so, CWL just need to get some extra links to you.

Out of curiosity, is the 25cm measurement the size of your wrist or the length of the bracelet you need?

Guy

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Correct, the bracelet is the bracelet for the C60 (20 mm lug width) That would be an outstanding solution to the problem, unfortunately I have not heard from them.

I ordered the largest size bracelet to be sure it fit (25 cm). I do not know whether the 17 cm bracelet they sent is the default size when you order a stainless bracelet but it is the second smallest size they sell. Some poor bloke is probably opening a 25 cm bracelet today wondering what the hell. :)
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Re: What have I done to displease you (an open letter to CW&

Post by unionthug »

gbbird wrote:This does read as a very sorry state of affairs. If I was the OP, why not just write to CW Customer Services directly rather than post an open letter on here? They are the ones best placed to help afterall, and I'm sure they would try to put things right.
Of course I sent the letter to them before I posted it here. Only after not hearing from them did it appear here. I actually sent it to the general customer service address and two I have for Wera.
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Re: What have I done to displease you (an open letter to CW&

Post by unionthug »

Great news... I heard from CWL this afternoon. They will be sending the 25 mm bracelet out today (she said via DHL which must be the faster alternative to the Royal Post or USPS).

Thank you Wera.


More great news... While here on the forum wishing I were able to wear my C60 600 I found a C65 Limited #28 of 175 purchased by a forum member who decided it was too big for him. Good times.
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Re: What have I done to displease you (an open letter to CW&

Post by Kip »

Great to hear that the correction is in process and congrats on the C65 pick up.
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Re: What have I done to displease you (an open letter to CW&

Post by MercifulFate »

That's a bummer to hear this. I had an issue as well:
I ordered the watch on a black strap. I changed my mind, called before it was shipped, and asked to get it on the brown leather instead. I was told this would be no problem. When I received the watch, the receipt said (from the customer service's notes) "Please ship on brown strap." However, the watch was on a black strap.

I have to wait until Saturday since that's the only time I'll be able to call during the British business hours, as the American number said to call them.
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Re: What have I done to displease you (an open letter to CW&

Post by Kip »

An email to customer service may be quicker as CW towers are not usually open on weekends.
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Re: What have I done to displease you (an open letter to CW&

Post by rdw12n35 »

Got my first CW watch today. Delivery was late, movement not working, wrong manual, didn't receive additional strap (but charged £40.83 for it)... Very, very bad experience. Contacted customer service, hope it can be sorted out. Still, I doubt I'll order anything from CW again :(
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Re: What have I done to displease you (an open letter to CW&

Post by Bahnstormer_vRS »

rdw12n35 wrote:Got my first CW watch today. Delivery was late, movement not working, wrong manual, didn't receive additional strap (but charged £40.83 for it)... Very, very bad experience. Contacted customer service, hope it can be sorted out. Still, I doubt I'll order anything from CW again :(
Movement not working? Was it an Automatic that had simply stopped in transit and just needed winding?

Do let us know Customer Service's response.

PS> Welcome to the Forum. :wave:

Guy
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Re: What have I done to displease you (an open letter to CW&

Post by rdw12n35 »

Bahnstormer_vRS wrote:Movement not working? Was it an Automatic that had simply stopped in transit and just needed winding?
C5 Malvern Slimline. So hand-wound, of course it needed winding :) Did that carefully, around 10 revolutions for the start... Result as described.

Well, at least engraving is right :D
Bahnstormer_vRS wrote:Do let us know Customer Service's response.
Of course.
Bahnstormer_vRS wrote:PS> Welcome to the Forum. :wave:
Thank you :)
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Re: What have I done to displease you (an open letter to CW&

Post by MadMrB »

I have experienced a similar issue with watches (not a CW) not waking up after transit, but after a wind and gentle shake they have started, or sometimes just advancing the hands a little using the crown does the trick.

CW do appear to have some serious despatch issues at the moment, but they will look after you, so don't let it put you off the brand.

The C5 slimline is a great watch, I hope everything is sorted out to your satisfaction quickly.
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