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

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

Post by KevinB » Fri Jul 19, 2019 8:41 pm

Essex Paul wrote:
Fri Jul 19, 2019 7:13 pm
Gotta be a record?
7 weeks for a battery change?
Took 3 days to have a “technician” at a jewellers to do the wife’s battery change. :lol:
Wonder why they’re not taking on staff?
It is so flipping simple to solve this. Day 1 A watch comes in for battery change. Logged and put in queue. Day 2 one tech does -all- battery changes and pressure tests before touching anything else. Returns watches to shipping department. Day 2/3 watch returned to customer. Every single day. That's the flow. On some days that is all they'll do. On others they'll do two and go back to triage for the watches that need a trip to Switzerland. It kills me that nobody has any idea on how to service.

I'm not the only one on this forum that manages customer service. It is more important than product in an established brand. Service is your reputation. It makes my heart hurt to see a company I believe in struggle on basics. I've been through it. I get it. I want them to succeed at this. But quite frankly this is an all day every day until it is solved moment for the founders and I don't see that they've got the passion for it. It isn't as glamorous as that new moonglow. It isn't glamorous at all. But if they don't delegate it and simply get grubby, this will be dealt with. It needs to be Chris or Mike on those trust pilot review responses. They need to step up. They need to admit they took their eye off the ball in the quest for market share. If they do that? They'll slay this dragon and pull a bunch of us off the fence we're sitting on. This is the moment leaders are made. They can do this. Will they?

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

Post by FullFat » Wed Jul 24, 2019 2:50 pm

Disappointed is not the word. No sign of despatch of the watch as promised either Monday or Tuesday - No answer from customer services when I rang. This to me shows utter disregard for the customers. I know they have a sale going on, I've bought a watch in it myself (which I will now be returning because if there is ever an issue it seems that CW customer service cannot cope), but there has to be an effort to look after the mundane day to day work for existing customers. I've been a long standing CW customer but will not be buying anything until this debacle of customer service is sorted!

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

Post by DavecUK » Mon Aug 19, 2019 11:46 am

Mikkei4 wrote:
Tue Jul 09, 2019 8:34 am
These issues haven't stopped people hoovering up the Summer Sale watches !
Actually in my case that's not true, I have seen quite a few on sale and the issues around customer service and charges have been worrisome. I liked the idea of the in house movement, but am now wondering if that holds one to "ransom" with future repairs and maintenance. Although I suspect a good watchmaker would have no trouble working on it, could they get parts?

IMO the lack of a great customer service proposition can make a brand worthless after the warranty period expires, especially if a service or two almost exceeds the residual value of the watch. I do like some of the CW watches, but all the service comments in various threads certainly been given me pause for thought.

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

Post by gatehealing » Mon Aug 19, 2019 4:28 pm

I know that CW won’t be concerned about a losing a few customers on the forum since apparently we represent such a small fraction of their business, but I’ve seen several watches in sales that I absolutely would’ve purchased before the QA and CS issues became so rampant. I will not likely purchase anything until these issues are fixed for a consistent period of time. Of course, perfection is not possible and I don’t expect it. But if I’m seeing this many issues here, how many other non-forum customers are having issues? How many read complaints here and just goto a local reputable repair shop (some maybe not knowing that may void warranty)?

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

Post by Fat-Sam » Mon Aug 19, 2019 7:16 pm

I agree, I sent mine back and am happy with the replacement (although have now noticed a tiny smudge under the crystal- accentuated by the glossy dial but barely visible so I can live with it... just haha)

But I probably wouldnt take the risk on another and would certainly avoid the in house movement over a lack of faith. Part of my reason for choosing the c60 was the ease of servicing elsewhere, haven't seen enough to give me confidence with a less pedestrian movemen
I never had the makings of a varsity athlete...

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