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Shocking repair time

Posted: Sat Aug 18, 2018 5:43 pm
by MWarBR
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.

Re: Shocking repair time

Posted: Sat Aug 18, 2018 7:21 pm
by Amor Vincit Omnia
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.

Re: Shocking repair time

Posted: Sat Aug 18, 2018 7:37 pm
by killersp
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.

Re: Shocking repair time

Posted: Sat Aug 18, 2018 7:42 pm
by ianblyth
I have sent my Breitlings in for repair over different occasions and it has always been 12 to 14 weeks.

Re: Shocking repair time

Posted: Sat Aug 18, 2018 7:49 pm
by theemaadhatter
5-6 weeks is fast in the watch world...just sayin'.

Re: Shocking repair time

Posted: Sat Aug 18, 2018 8:14 pm
by Richard D
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.

Re: Shocking repair time

Posted: Sat Aug 18, 2018 8:35 pm
by 0uatiOW
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.

Re: Shocking repair time

Posted: Sat Aug 18, 2018 8:50 pm
by Richard D
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.

Re: Shocking repair time

Posted: Sat Aug 18, 2018 9:20 pm
by 0uatiOW
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.

Re: Shocking repair time

Posted: Sat Aug 18, 2018 10:41 pm
by Thermexman
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.

Re: Shocking repair time

Posted: Sat Aug 18, 2018 10:43 pm
by nbg
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

Re: Shocking repair time

Posted: Sun Aug 19, 2018 12:12 am
by Richard D
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.

Re: Shocking repair time

Posted: Sun Aug 19, 2018 1:25 am
by gaf1958
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...

Re: Shocking repair time

Posted: Sun Aug 19, 2018 9:08 am
by scooter
I agree with Neil and Gary.

scooter

Re: Shocking repair time

Posted: Sun Aug 19, 2018 10:05 am
by Thermexman
scooter wrote:I agree with Neil and Gary.

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