Bad experience with Christopher ward watch and it's customer services
Re: Bad experience with Christopher ward watch and it's customer services
I think it's important to be realistic in expectations especially as the changes are only starting. I also suspect no manufacturer would fulfil most of the customer service expectations for repair that have been stated?
Re: Questions - Chat with Co Founders - London GTG / CW Event - 31st August 2019
That's fine, if they tell me 5-7 weeks, I shall pop in after 6 to check on progress!Bungle-ator wrote:You're not going to be given a date for completion after an inspection. At best you'll be able to collect it when it's ready but you'll never get that date in advance.smegwina wrote: ↑Wed Sep 11, 2019 9:31 pm
Hopefully this is the case, especially as I will be sending in a couple in for warranty repairs.
Actually I won't be sending them. Due to the current issues, I will be dropping them off personally, will be outlining my expectations of a date of repair and return. Once the inspection has been carried out, and have been given a date of completion, I will be on the doorstep on the day that the watch is due to be ready to collect.
We shall see.
Sent from my Redmi Note 6 Pro using Tapatalk
Sent from my Redmi Note 6 Pro using Tapatalk
Re: Bad experience with Christopher ward watch and it's customer services
I guess this picks out one key issue, the setting of expectations, CW have not really said what the service level is and while this is the case, some customer expectations might understandably be unrealistic.
In Singapore Rolex and AP told me the service and refurb work would take 4 weeks. Rolex & AP called about 2 weeks later to say the watches were ready. knowing the checks they have to do, they would have started working on the watches almost immediately. However, both companies set my expectation at roughly double the time they knew it would take. Rolex servicing is currently stated as 4-6 weeks and when you think about the backup they have and the cost of the watch, I guess that's fair enough. Interestingly they state a service interval of 10 years.
I thought about what I would find reasonable as a service interval from a relatively new and boutique watch company just building up it's brand and service offering. I think my expectation would be 6-8 weeks and a computerised system telling me where in the service chain my watch is. If possible something like this list with a target time in days a watch remains in each area:
1. recpt
2. Inspection and assesment
3. Repair, Service, Regulation
4. Case/bracelet refurbishment (optional)
5. Inspection and QC testing
6. Depatched
In Singapore Rolex and AP told me the service and refurb work would take 4 weeks. Rolex & AP called about 2 weeks later to say the watches were ready. knowing the checks they have to do, they would have started working on the watches almost immediately. However, both companies set my expectation at roughly double the time they knew it would take. Rolex servicing is currently stated as 4-6 weeks and when you think about the backup they have and the cost of the watch, I guess that's fair enough. Interestingly they state a service interval of 10 years.
I thought about what I would find reasonable as a service interval from a relatively new and boutique watch company just building up it's brand and service offering. I think my expectation would be 6-8 weeks and a computerised system telling me where in the service chain my watch is. If possible something like this list with a target time in days a watch remains in each area:
1. recpt
2. Inspection and assesment
3. Repair, Service, Regulation
4. Case/bracelet refurbishment (optional)
5. Inspection and QC testing
6. Depatched
-
- Senior Forumgod
- Posts: 2391
- Joined: Wed Apr 22, 2015 11:07 pm
- CW-watches: 10
- Location: New Jersey
Re: Bad experience with Christopher ward watch and it's customer services
This seems to be a very reasonable proposal. A reliable, mostly automated tracking system for each watch in the service workflow should be a minimum to help the staff and the customer. CW seem to split service and repairs between two sites, Maidenhead and Biel/Bienne (for SH21). They might find it useful to set expectations for SH21 service times a bit longer as the watch has to travel from the UK to Switzerland and back before returning to the customer. Although in the spirit of Lean and continuous improvement they could direct all SH21 repairs straight to Biel via the initial interaction with the customer and customer service. Baby steps, baby steps.DavecUK wrote: ↑Thu Sep 12, 2019 11:34 am I guess this picks out one key issue, the setting of expectations, CW have not really said what the service level is and while this is the case, some customer expectations might understandably be unrealistic.
In Singapore Rolex and AP told me the service and refurb work would take 4 weeks. Rolex & AP called about 2 weeks later to say the watches were ready. knowing the checks they have to do, they would have started working on the watches almost immediately. However, both companies set my expectation at roughly double the time they knew it would take. Rolex servicing is currently stated as 4-6 weeks and when you think about the backup they have and the cost of the watch, I guess that's fair enough. Interestingly they state a service interval of 10 years.
I thought about what I would find reasonable as a service interval from a relatively new and boutique watch company just building up it's brand and service offering. I think my expectation would be 6-8 weeks and a computerised system telling me where in the service chain my watch is. If possible something like this list with a target time in days a watch remains in each area:
1. recpt
2. Inspection and assesment
3. Repair, Service, Regulation
4. Case/bracelet refurbishment (optional)
5. Inspection and QC testing
6. Depatched
Mark
Bremont, Casio, Citizen, Christopher Ward, Chronotechna, Mido, Omega and Oris
Bremont, Casio, Citizen, Christopher Ward, Chronotechna, Mido, Omega and Oris
-
- Senior
- Posts: 66
- Joined: Tue Jul 30, 2019 1:03 pm
- CW-watches: 3
Re: Bad experience with Christopher ward watch and it's customer services
I've recently had work done by CW and the service manager quoted...
4 weeks for a priority repair, and 8 for a regular one.
I had a priority repair that came in at 5 weeks.
Ian
4 weeks for a priority repair, and 8 for a regular one.
I had a priority repair that came in at 5 weeks.
Ian
CW x 3
Others...
Casio x 8,Citizen x 2,Coen Anders x 1,Hamilton x 3,Ingersoll x 1,Junghans x 2,
Marloe x 2,Orient x 1,Rotary x 1,Seiko x 3,Swatch x 1,Tissot x 2
Others...
Casio x 8,Citizen x 2,Coen Anders x 1,Hamilton x 3,Ingersoll x 1,Junghans x 2,
Marloe x 2,Orient x 1,Rotary x 1,Seiko x 3,Swatch x 1,Tissot x 2
- lisnalee
- Guru
- Posts: 328
- Joined: Sat Nov 13, 2010 8:37 pm
- CW-watches: 4
- Location: Armagh Northern Ireland
Re: Bad experience with Christopher ward watch and it's customer services
That's a similar timeframe I had with a recent warranty repair.IanKelly63 wrote:I've recently had work done by CW and the service manager quoted...
4 weeks for a priority repair, and 8 for a regular one.
I had a priority repair that came in at 5 weeks.
Ian
C7 Rapide Day-Date COSC LE #10/100
C60 Trident Elite 1000 COSC LE #50/300
C1 Grand Malvern Small Second COSC
C60 Trident Elite 1000 COSC LE #50/300
C1 Grand Malvern Small Second COSC
-
- Senior Guru
- Posts: 483
- Joined: Mon Oct 29, 2018 2:17 pm
Re: Bad experience with Christopher ward watch and it's customer services
13 weeks and counting for mine.
Re: Bad experience with Christopher ward watch and it's customer services
You know what the crafty marketing ploy probably is....buy 2 CW watches you love and then you won't care if one of them is in for a while.
Like the Patek Tagline "we look after your watch, so you can wear the other one more"
-
- Senior Guru
- Posts: 483
- Joined: Mon Oct 29, 2018 2:17 pm
Re: Bad experience with Christopher ward watch and it's customer services
love it
Re: Bad experience with Christopher ward watch and it's customer services
Or simply do what the best car companies do when they give you a free loan car if yours is in for a long time. Send your watch in for repair and you get this by return post. Now it matters not how long it takes...you're sorted and not putting miles on your watch. Me, I'm full of bright ideas about customer service, but I suppose I shouldn't joke....sometimes can't help it though.
https://www.amazon.co.uk/Reflex-Round-W ... let&sr=1-6
https://www.amazon.co.uk/Reflex-Round-W ... let&sr=1-6
Re: Bad experience with Christopher ward watch and it's customer services
Don’t know if they still offer it now, but about 5-6 years ago Wempe would provide a watch for you to wear whilst yours was being serviced.DavecUK wrote: ↑Fri Sep 13, 2019 5:12 pm Or simply do what the best car companies do when they give you a free loan car if yours is in for a long time. Send your watch in for repair and you get this by return post. Now it matters not how long it takes...you're sorted and not putting miles on your watch. Me, I'm full of bright ideas about customer service, but I suppose I shouldn't joke....sometimes can't help it though.
https://www.amazon.co.uk/Reflex-Round-W ... let&sr=1-6
reflex.JPG
The criteria were that to qualify you had to have originally purchased the watch you had taken in for service from them.
I never found out if they provided a like for like brand as the loan watch, or whether if you took in say a PP or ALS they would dumb down by offering you a Rolex as the loan watch.
Neil
Other watch forums of interest:
TZ-UK
TZ-UK
- Bahnstormer_vRS
- Moderator
- Posts: 35166
- Joined: Thu Sep 06, 2012 3:06 pm
- CW-watches: 34
- LE-three: 1
- LE-foura: 1
- LE-fourb: 1
- LE-six: 1
- Location: Hertfordshire, UK
Re: Bad experience with Christopher ward watch and it's customer services
I'd rather just wear one of my other watches or, if need be, go and buy a stop gap for a couple of hundred quid.
Guy
Sent from my Xperia XZ Premium using Tapatalk
Guy
Sent from my Xperia XZ Premium using Tapatalk
In small proportions, we just beautie see:
And in short measures, life may perfect bee. - Ben Jonson (1572 – 1637)
Inscription on the Longitude Dial
Hatfield House, Hatfield, Hertfordshire AL9 5NB, England
And in short measures, life may perfect bee. - Ben Jonson (1572 – 1637)
Inscription on the Longitude Dial
Hatfield House, Hatfield, Hertfordshire AL9 5NB, England
-
- Senior Guru
- Posts: 483
- Joined: Mon Oct 29, 2018 2:17 pm
Re: Bad experience with Christopher ward watch and it's customer services
A couple of hundred for a stop gap! You must be minted. I'd be getting change from a tenner with a new Casio F91W if I really needed something.Bahnstormer_vRS wrote: ↑Fri Sep 13, 2019 6:24 pm I'd rather just wear one of my other watches or, if need be, go and buy a stop gap for a couple of hundred quid.
Guy
Sent from my Xperia XZ Premium using Tapatalk
- Bahnstormer_vRS
- Moderator
- Posts: 35166
- Joined: Thu Sep 06, 2012 3:06 pm
- CW-watches: 34
- LE-three: 1
- LE-foura: 1
- LE-fourb: 1
- LE-six: 1
- Location: Hertfordshire, UK
Re: Bad experience with Christopher ward watch and it's customer services
Oh, I could get an F91W too.Bungle-ator wrote: ↑Fri Sep 13, 2019 10:37 pmA couple of hundred for a stop gap! You must be minted. I'd be getting change from a tenner with a new Casio F91W if I really needed something.Bahnstormer_vRS wrote: ↑Fri Sep 13, 2019 6:24 pm I'd rather just wear one of my other watches or, if need be, go and buy a stop gap for a couple of hundred quid.
Guy
Sent from my Xperia XZ Premium using Tapatalk
Just that I presumed that if one is buying a stop gap, one would want a respectable watch that is approaching the one you have in service.
Guy
In small proportions, we just beautie see:
And in short measures, life may perfect bee. - Ben Jonson (1572 – 1637)
Inscription on the Longitude Dial
Hatfield House, Hatfield, Hertfordshire AL9 5NB, England
And in short measures, life may perfect bee. - Ben Jonson (1572 – 1637)
Inscription on the Longitude Dial
Hatfield House, Hatfield, Hertfordshire AL9 5NB, England
- Amor Vincit Omnia
- Moderator
- Posts: 33796
- Joined: Sat Jun 11, 2011 7:34 pm
- CW-watches: 4
- Location: Norfolk, UK
Re: Bad experience with Christopher ward watch and it's customer services
Guy, of all the people I know, you are one of the handful who would least need a courtesy watch!Bahnstormer_vRS wrote: ↑Fri Sep 13, 2019 6:24 pm I'd rather just wear one of my other watches or, if need be, go and buy a stop gap for a couple of hundred quid.
Guy
Sent from my Xperia XZ Premium using Tapatalk
Steve
Linguist; retired teacher; pilgrim; apprentice travel writer
Take nothing but pictures, leave nothing but footprints, kill nothing but time
Avoid loud and aggressive persons; they are vexatious to the spirit. (Max Ehrmann)
Linguist; retired teacher; pilgrim; apprentice travel writer
Take nothing but pictures, leave nothing but footprints, kill nothing but time
Avoid loud and aggressive persons; they are vexatious to the spirit. (Max Ehrmann)
-
- Similar Topics
- Replies
- Views
- Last post