Fantastic Customer Service!

Discuss Christopher Ward watches
Post Reply
Molan
Expert
Expert
Posts: 245
Joined: Sun Feb 28, 2016 12:52 pm
CW-watches: 24

Fantastic Customer Service!

Post by Molan » Thu Nov 29, 2018 6:12 pm

I know CW customer service doesn’t always get the best rep here but I have to say I was overwhelmed with them this week.

I popped in on Monday to drop off one watch for a re-case and another for a battery and check over. Whilst there I’d also arranged to swap a couple of straps I’d bought that weren’t quite what I wanted.

The person I’d arranged to meet was on a call and someone I hadn’t met before said he’d help me out so I wouldn’t have to wait around. He had been just about to go out to an appointment himself so was already putting himself out a little just to help me and to be courteous to a customer.

One of my strap exchanges was a tan leather piccari leather 20mm. I’d ordered the only one on the CW site which came with a red underside. However I’d spotted some on the Morgan watches with blue underneath. The watch I wanted to fit it to is white with blue hands - small detail but just felt it would match better.

Unfortunately this colour match isn’t really available any more and the only ones now are either a very dark brown or black. I decided just to keep the red backed one on the basis that I’d be the only person ever to see it.

Imagine my surprise when the postman arrived today with a sealed CW strap box. Inside was a lovely tan leather piccari strap with a blue back and a lovely, hand written, note from Keyran who’d helped me on Monday!

He said that he knew himself that he’d feel the red back wasn’t the perfect colour combination so he’d tracked down one in the, slightly darker, tan colour and a blue back!

He really didn’t need to do this but, as it happens, I’d already decided I couldn’t wear the other strap because of that colour clash - even bearing in mind no-one else would ever see it!

Now that’s what I call going a long way above and beyond regular customer service and shows a genuine dedication to making a customer happy - not just in the immediate term but every time I wear that watch with its blue leather back that matches my blue hands. . .
C1 PR, C8 PR, UTC & Flyer, C65 Vintage diver, C7 blue LE, white black panda & blue auto, C60 bronze and vintage, C9 5 Day white & blue, C7 Bluebird, IRR, COSC & white, C1000 Cockpit, C70 BRG, C3 x3 & a couple of classic Omegas.

User avatar
H0rati0
Senior Guru
Senior Guru
Posts: 425
Joined: Wed Jun 27, 2018 7:49 am
CW-watches: 3
Location: Bayern

Re: Fantastic Customer Service!

Post by H0rati0 » Thu Nov 29, 2018 7:34 pm

What a story, what a guy. Perfect. :thumbup:
"There is no beginning to enlightenment and no end to training" - Dogen Zenji (1200-1253)

User avatar
Thegreyman
Senior Forumgod
Senior Forumgod
Posts: 6554
Joined: Sat May 21, 2016 3:45 pm
CW-watches: 4
Location: Edinburgh

Re: Fantastic Customer Service!

Post by Thegreyman » Thu Nov 29, 2018 8:06 pm

Excellent, he's clearly an asset to CW.
Patrick

C11 Makaira Pro, C60 FLE Scooter Blue, C60 Kingfisher LE, W11(wife)

Some others + a few on the way

albionphoto
Senior Guru
Senior Guru
Posts: 625
Joined: Wed Apr 22, 2015 11:07 pm
CW-watches: 5
Location: New Jersey
Contact:

Re: Fantastic Customer Service!

Post by albionphoto » Thu Nov 29, 2018 9:04 pm

A great story. Kudos to CW and staff. It's nice to hear good news stories too. Thanks for posting.
Mark
Muehle Glashutte, Omega, Oris and Christopher Ward.

User avatar
MiniMpi
Senior Forumgod
Senior Forumgod
Posts: 32514
Joined: Sun Apr 10, 2011 9:56 am
CW-watches: 16
Location: Cork, Ireland

Re: Fantastic Customer Service!

Post by MiniMpi » Thu Nov 29, 2018 9:30 pm

Really good to hear this ;)
Ferg

C7 Prototype, C11 Elite, C7 Bluebird, C70 Ascari, C65 MK1 LE, C60 316L Yellow, C9-JH-MK3, C9-40-5DA, C600-IPB, C8-KVKT-MK2, C5-37H3H1-SBC, C60-43-GMT-SWKS, C60-43-A-SKRS, C60-TI-V2, C8 UTC, C8 Flyer MK2.

User avatar
Viognier
Senior Forumgod
Senior Forumgod
Posts: 2784
Joined: Mon May 28, 2012 8:16 pm
CW-watches: 3
Location: Canada

Re: Fantastic Customer Service!

Post by Viognier » Fri Nov 30, 2018 2:15 am

Enjoy reading about fantastic customer service !! Far too many of us (me included) default to winging about poor experiences and forget to extoll the great service when we get it!

I hope this post is passed onto Chris so he might acknowledge his staff who went above and beyond!
Small collection of timepieces that I enjoy

Molan
Expert
Expert
Posts: 245
Joined: Sun Feb 28, 2016 12:52 pm
CW-watches: 24

Re: Fantastic Customer Service!

Post by Molan » Fri Nov 30, 2018 5:34 pm

Viognier wrote:
Fri Nov 30, 2018 2:15 am

I hope this post is passed onto Chris so he might acknowledge his staff who went above and beyond!
I wrote to Chris to pass my thanks on :)
C1 PR, C8 PR, UTC & Flyer, C65 Vintage diver, C7 blue LE, white black panda & blue auto, C60 bronze and vintage, C9 5 Day white & blue, C7 Bluebird, IRR, COSC & white, C1000 Cockpit, C70 BRG, C3 x3 & a couple of classic Omegas.

User avatar
Kip
The Administrator
The Administrator
Posts: 28881
Joined: Tue Mar 13, 2007 8:45 pm
CW-watches: 146
LE-one: yes
LE-two: yes
LE-three: yes
LE-foura: yes
LE-fourb: yes
LE-five: yes
LE-six: yes
LESeven: yes
Location: New Hampshire, USA

Re: Fantastic Customer Service!

Post by Kip » Fri Nov 30, 2018 7:39 pm

I too pointed Chris to this thread.

I think Kyran will be getting a well deserved "Attaboy"! :thumbup:
Kip

"Asylum Administrator"

Image

Post Reply