Shocking repair time

Discuss Christopher Ward watches
Post Reply
MWarBR
Posts: 2
Joined: Sat Aug 18, 2018 12:50 pm

Shocking repair time

Post by MWarBR » Sat Aug 18, 2018 5:43 pm

I have a C9 less than a year old that has developed a fault with the date function. Having contacted CW and returned it to them, I have now been told it will be 5 to 6 weeks because of their repair schedule. I really don't feel this is an acceptable wait for a watch under warranty, I have had both Rado and Seiko watches serviced in the past, and they came back within ten days. I don't understand how they think is is okay, it doesn't happen with other quality products from Miele, Naim, John Lewis etc, their customer service is unquestionable.

User avatar
Amor Vincit Omnia
Moderator
Moderator
Posts: 19461
Joined: Sat Jun 11, 2011 7:34 pm
CW-watches: 8
LE-six: Yes
Location: Norfolk, UK

Re: Shocking repair time

Post by Amor Vincit Omnia » Sat Aug 18, 2018 7:21 pm

I know it is very frustrating, but where quality watches are concerned this kind of repair period is quite normal. In fact, there are certain brands where you could find yourself waiting considerably longer for a watch to be returned.

Welcome to the forum. I hope you will stick around.
Steve
The half minute which we daily devote to the winding-up of our watches is an exertion of labour almost insensible; yet, by the aid of a few wheels, its effect is spread over the whole twenty-four hours.
Charles Babbage


@Avo238

killersp
Senior
Senior
Posts: 67
Joined: Sat Aug 11, 2018 6:34 pm
CW-watches: 0
Location: Spain

Re: Shocking repair time

Post by killersp » Sat Aug 18, 2018 7:37 pm

Many very famous Swiss brands, without naming anyone, take that and much more.
But it is true that it is desperate and frustrating for the one who waits.

User avatar
ianblyth
Moderator
Moderator
Posts: 10931
Joined: Mon Jan 18, 2010 10:17 pm
CW-watches: 19
LE-two: yes
LE-three: yes
LE-foura: yes
LE-five: Yes
LE-six: Yes
Location: Wokingham, UK

Re: Shocking repair time

Post by ianblyth » Sat Aug 18, 2018 7:42 pm

I have sent my Breitlings in for repair over different occasions and it has always been 12 to 14 weeks.
"We don't see things as they are, we see things as we are." Anais Nin

User avatar
theemaadhatter
Senior Expert
Senior Expert
Posts: 268
Joined: Mon Dec 04, 2017 4:00 am
CW-watches: 5
Location: Vermont, USA

Re: Shocking repair time

Post by theemaadhatter » Sat Aug 18, 2018 7:49 pm

5-6 weeks is fast in the watch world...just sayin'.
TMH (https://watchcomplications.com)
"it is maddening choosing your outfit based on the watch you want to wear..."
CW: C1 Moonphase, C65 Trident Vintage, C3 Chronograph, C7 Rapide Day/Date LE, C8 Power Reserve, C60 Trident Ombré LE

User avatar
Richard D
Senior Forumgod
Senior Forumgod
Posts: 1209
Joined: Sun Mar 25, 2018 5:59 pm
CW-watches: 0

Re: Shocking repair time

Post by Richard D » Sat Aug 18, 2018 8:14 pm

I had my C60 Trident Bronze Pro 600 repaired within the last fortnight. The turn around was 8 days, work carried out included replacing a faulty rotor and testing. I’m thinking that’s impressive.
Richard

0uatiOW
Guru
Guru
Posts: 325
Joined: Thu Mar 15, 2018 11:46 pm
CW-watches: 4
Location: Cambridgeshire

Re: Shocking repair time

Post by 0uatiOW » Sat Aug 18, 2018 8:35 pm

My C60 Bronze went in for inspection at less than a year old, and I have been told it will be 5-6 weeks. I agree with the OP this is a long time, maybe not out of the ordinary for the industry, but if you have a product under warranty, 6 weeks is a long time to be without it.
My name is 0uatiOW, but before you ask, no I don’t.

User avatar
Richard D
Senior Forumgod
Senior Forumgod
Posts: 1209
Joined: Sun Mar 25, 2018 5:59 pm
CW-watches: 0

Re: Shocking repair time

Post by Richard D » Sat Aug 18, 2018 8:50 pm

0uatiOW wrote:My C60 Bronze went in for inspection at less than a year old, and I have been told it will be 5-6 weeks. I agree with the OP this is a long time, maybe not out of the ordinary for the industry, but if you have a product under warranty, 6 weeks is a long time to be without it.
That’s what I was told too, but as I said the turn around for my watch was only 8 days.
Richard

0uatiOW
Guru
Guru
Posts: 325
Joined: Thu Mar 15, 2018 11:46 pm
CW-watches: 4
Location: Cambridgeshire

Re: Shocking repair time

Post by 0uatiOW » Sat Aug 18, 2018 9:20 pm

Richard D wrote:
0uatiOW wrote:My C60 Bronze went in for inspection at less than a year old, and I have been told it will be 5-6 weeks. I agree with the OP this is a long time, maybe not out of the ordinary for the industry, but if you have a product under warranty, 6 weeks is a long time to be without it.
That’s what I was told too, but as I said the turn around for my watch was only 8 days.
That’s encouraging Richard, though mine has been 18 days so far. Out of interest, what was wrong with yours? I keep mine on a winder and recently it stopped twice - once on the winder and once on my wrist, so I assumed something was stuck, thought I know nothing about how movements work others than the what mainspring does.
My name is 0uatiOW, but before you ask, no I don’t.

User avatar
Thermexman
Senior Forumgod
Senior Forumgod
Posts: 4829
Joined: Thu Oct 27, 2016 6:40 am
CW-watches: 4
Location: South West UK

Re: Shocking repair time

Post by Thermexman » Sat Aug 18, 2018 10:41 pm

Richard D wrote:I had my C60 Trident Bronze Pro 600 repaired within the last fortnight. The turn around was 8 days, work carried out included replacing a faulty rotor and testing. I’m thinking that’s impressive.
I think you’re being a bit mischievous here Richard. Your history with CW, number of purchases and frequency of “dropping in” for visits, probably gives you a “special” status! Wether you care to admit it or not.

My two repairs (wife’s watch & my C600) took approx 8 weeks, as have several Forum member’s repairs.
Perfectly normal I’d say.
Steve.

User avatar
nbg
Senior Forumgod
Senior Forumgod
Posts: 7479
Joined: Sun Nov 24, 2013 6:43 pm
CW-watches: 10
Location: UK

Re: Shocking repair time

Post by nbg » Sat Aug 18, 2018 10:43 pm

5-6 weeks for a service, or repair out of warranty = the norm and totally acceptable.

5-6 weeks to correct a fault, for a watch still under warranty (hardly out of the box!) = totally unacceptable and would not be the norm.

Unfortunately too many people seem to get confused about the difference between what would be an acceptable timescale for warranty and non warranty repairs!

Neil
Other watch forums of interest:
TZ-UK

User avatar
Richard D
Senior Forumgod
Senior Forumgod
Posts: 1209
Joined: Sun Mar 25, 2018 5:59 pm
CW-watches: 0

Re: Shocking repair time

Post by Richard D » Sun Aug 19, 2018 12:12 am

Thermexman wrote:
Richard D wrote:I had my C60 Trident Bronze Pro 600 repaired within the last fortnight. The turn around was 8 days, work carried out included replacing a faulty rotor and testing. I’m thinking that’s impressive.
I think you’re being a bit mischievous here Richard. Your history with CW, number of purchases and frequency of “dropping in” for visits, probably gives you a “special” status! Wether you care to admit it or not.

My two repairs (wife’s watch & my C600) took approx 8 weeks, as have several Forum member’s repairs.
I’m a customer just like everyone else irrespective of how many watches I’ve purchased or the appointments made. I’m simply sharing my experience alongside everyone else.
Richard

User avatar
gaf1958
Senior Forumgod
Senior Forumgod
Posts: 9956
Joined: Sat Jun 16, 2012 6:24 am
CW-watches: 23
Location: Sunshine Coast, Australia (ɐᴉɭɐɹʇsnɐ)

Re: Shocking repair time

Post by gaf1958 » Sun Aug 19, 2018 1:25 am

Service time for me was around 6 weeks, not including shipping times from Australia to and from the UK.

On the other hand, the couple of warranty repairs that I’ve had done were something like 3-5 days excluding shipping.

To me it seems they do differentiate between the two situations and rightly prioritise warranty work. Of course two out of two examples is hardly a statistically valid sample size for me to make such a general assumption...
CWL C1+2xC3+4xC6+3xC7+C11+2xC60K+3xC60T+5xC65+C70+C600
Omega Ω 3xSpeedy+5xSeamaster+DeVille+AT+Dynamic
Zenith+Tudor+2xOris65+4xMagrette+18xSeiko+6xVintage
B&R+Farer+Gavox+Hamilton+LumTec+Mido+MkII+2xSteinhart+2xVisitor+more
Family 11xCW+2xΩ

scooter
Senior Forumgod
Senior Forumgod
Posts: 13581
Joined: Thu Nov 04, 2010 7:14 pm
CW-watches: 1
LE-two: yes
LE-foura: yes
Location: UK

Re: Shocking repair time

Post by scooter » Sun Aug 19, 2018 9:08 am

I agree with Neil and Gary.

scooter
#1 scooter blue 2012 FLE (50 made)

User avatar
Thermexman
Senior Forumgod
Senior Forumgod
Posts: 4829
Joined: Thu Oct 27, 2016 6:40 am
CW-watches: 4
Location: South West UK

Re: Shocking repair time

Post by Thermexman » Sun Aug 19, 2018 10:05 am

scooter wrote:I agree with Neil and Gary.

scooter
I see your points.
There should be a distinction between the two situations.
Steve.

Post Reply