Bad experience with Christopher ward watch and it's customer services

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shaw
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Bad experience with Christopher ward watch and it's customer services

Post by shaw » Sat Jun 08, 2019 3:54 am

Hi everyone,
This is my first post.
I've just made a video of what I encountered with Christopher ward customer services,
hope you can all take some time and watch it.
I wish by doing this, somehow Christopher ward will realize the problem, and do something not just for me one customer, but for everyone, and for the future.
[youtube]https://youtu.be/dEXs5-DbL0I[/youtube]

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Re: Bad experience with Christopher ward watch and it's customer services

Post by Thegreyman » Sat Jun 08, 2019 11:41 am

I take it English isn't your first language hence the monotone auto generated voiceover on the video.

From the email trail you posted it does seem that the CW CS team is quite understaffed and in need of more resource not to mention process improvement. I assume reading the forum, they are aware of this. I also recollect from an account of a previous forum GTG that they confirmed they were looking at CS.

I'd suggest though that despite your frustrations, descending to the level of profanity in your emails isn't the best idea and might be why at least one of your emails ended up in a junk folder. Overall though I can understand your frustration.
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Re: Bad experience with Christopher ward watch and it's customer services

Post by Curious » Sat Jun 08, 2019 12:35 pm

I really can understand your frustration and the customer service you described is definitely unacceptable. However, the tone of your emails is unacceptable as well, in my opinion.

Good luck, hope everything will work out well for you!

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Re: Bad experience with Christopher ward watch and it's customer services

Post by shaw » Sat Jun 08, 2019 12:51 pm

Thanks for the reply.
I now realized my language is unacceptable after calming down and rethink awhile, I'll certainly be more careful of what I'm about to say in the future.

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Re: Bad experience with Christopher ward watch and it's customer services

Post by albionprs » Sun Jun 09, 2019 1:15 pm

OMG.

I got the same email sent by Katarina only two days ago.

I'm getting worried now. Have they lost my £1500 watch.
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Re: Bad experience with Christopher ward watch and it's customer services

Post by Essex Paul » Sun Jun 09, 2019 3:12 pm

Yet another case for Kip to raise with CW.
Getting out of hand now. Was going to book an appointment soon for a visit and purchase of a C65 diver which I was very much looking forward to. But gonna hold off a bit I think until I’m more confident.
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Re: Bad experience with Christopher ward watch and it's customer services

Post by Bahnstormer_vRS » Sun Jun 09, 2019 3:31 pm

Essex Paul wrote:
Sun Jun 09, 2019 3:12 pm
Yet another case for Kip to raise with CW.
Getting out of hand now. Was going to book an appointment soon for a visit and purchase of a C65 diver which I was very much looking forward to. But gonna hold off a bit I think until I’m more confident.
It has already been raised with CW, Paul. :thumbup:

If you look at the timeline on the OP's initial post you will see that it pre-dates my post (in another thread) of yesterday when I advised that Kip had been in contact with Mike France and Chris Ward; to which a response has been received;- Customer Service - Response from CW

Trust this clarifies.

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Essex Paul
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Re: Bad experience with Christopher ward watch and it's customer services

Post by Essex Paul » Sun Jun 09, 2019 3:48 pm

Essex Paul wrote:
Sun Jun 09, 2019 3:12 pm
Yet another case for Kip to raise with CW.
Getting out of hand now. Was going to book an appointment soon for a visit and purchase of a C65 diver which I was very much looking forward to. But gonna hold off a bit I think until I’m more confident.
I know Guy. Am aware of the timeline. :thumbup: Just stating yet another problem and that I’ll be holding off for a bit, that’s all.
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Re: Bad experience with Christopher ward watch and it's customer services

Post by Mikkei4 » Sun Jun 09, 2019 4:04 pm

shaw and albionprs - out of interest would you say that the statement below from Mike France at CW now reflects the situation with your watches?
"... and the team are now up-to-date with all correspondence – and I expect this to be reflected in future forum comments."

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Re: Bad experience with Christopher ward watch and it's customer services

Post by shaw » Sun Jun 09, 2019 5:04 pm

Love the spirit of this brand but hate to see there's no action for so long.
Now I just wish it gets sorted ASAP.

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Re: Bad experience with Christopher ward watch and it's customer services

Post by albionprs » Sun Jun 09, 2019 11:27 pm

Mikkei4 wrote:
Sun Jun 09, 2019 4:04 pm
shaw and albionprs - out of interest would you say that the statement below from Mike France at CW now reflects the situation with your watches?
"... and the team are now up-to-date with all correspondence – and I expect this to be reflected in future forum comments."
No is my reply.
The last reply I received from CW was just a standard crap email. It did not address any questions I raised In my correspondence.

Until I receive a reply from CS dealing me as an individual, I'll hold my judgement.
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Re: Bad experience with Christopher ward watch and it's customer services

Post by albionprs » Mon Jun 10, 2019 11:28 am

Update.

Just recieved the same pitiful email of an excuse this morning as last a Friday.

You can't make this up.
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Re: Bad experience with Christopher ward watch and it's customer services

Post by Mikkei4 » Mon Jun 10, 2019 4:22 pm

So basically when Mike France stated that the team is now up to date with all correspondence it's not so in this case. They have NOT dealt with everybody's individual situation and definitely NOT as they should be doing, i.e treating each person as an individual customer and writing to them personally and not with a pre-formatted templated email that is absolute nonsense.

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Re: Bad experience with Christopher ward watch and it's customer services

Post by albionprs » Mon Jun 10, 2019 5:45 pm

Mikkei4 wrote:
Mon Jun 10, 2019 4:22 pm
So basically when Mike France stated that the team is now up to date with all correspondence it's not so in this case. They have NOT dealt with everybody's individual situation and definitely NOT as they should be doing, i.e treating each person as an individual customer and writing to them personally and not with a pre-formatted templated email that is absolute nonsense.
I'd say it looks that way.
As I've said before, actions speak louder than words.

I will keep this thread updated .
I think its important that we know the company is treating SC.
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Re: Bad experience with Christopher ward watch and it's customer services

Post by shaw » Tue Jun 11, 2019 3:02 pm

Just got an email from Katrina "I have looked into the situation and I believe that the item was shipped back to you over a month ago.
If you have not received the item then please let me know as soon as possible. "

But how's that possible, Scott arranged the DHL to collect my watch on April 26, and she just said the item was shipped back to me over a month ago.???

And also as from Katie's email on may 9,"I do apologise for the delay, you will be receiving an email to book the watch in and be processed as soon as we can."

I think they have definitely lost my watch.

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