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

Discuss Christopher Ward watches
Post Reply
User avatar
nbg
Senior Forumgod
Senior Forumgod
Posts: 7831
Joined: Sun Nov 24, 2013 6:43 pm
CW-watches: 10
Location: UK

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

Post by nbg » Sat Jun 15, 2019 2:47 pm

Thermexman wrote:
Sat Jun 15, 2019 1:58 pm
Thegreyman wrote:
Sat Jun 15, 2019 1:41 pm
FullFat wrote:
Sat Jun 15, 2019 1:30 pm
My C60 MK1 is in for a service and I've been quoted £250 + return postage , battery change on another was £20. Have to admit to being surprised at the service cost because all the threads I'd searched mentioned £150!
My C60 mk1 was serviced last summer for £99. I can't believe the price has gone up to £250, that seems high. Are there any specific repairs/parts it requires to take it to that cost?
My C600 Tri-Tech Elite 500m dive watch with H.E. valve was £99 for a service, with an additional £10 for a new Ratchet Wheel plus £7.95 postage.
Therefore £116.95 for a service & repair. (It wouldn't wind).

This was may 2018! Why the big change and such varied prices being quoted?

A service requires a full strip down of the movement.

A repair should only require a little extra work and the cost of the new part?

It's like someone is just making numbers up?
Whilst they are not yet in possession of my watch, I completed the online service request form and asked a couple of specific questions in the other information box.

Prompt response, albeit it ignored my specific questions.

I emailed asking the questions again and received a reply from Scott a few hours later.

Scott advised me that the cost of servicing my Trident Pro 600 GMT would be £150.

Neil
Other watch forums of interest:
TZ-UK

FullFat
Junior
Junior
Posts: 45
Joined: Thu Aug 08, 2013 11:55 am
CW-watches: 4

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

Post by FullFat » Sat Jun 15, 2019 5:03 pm

Thegreyman wrote:
Sat Jun 15, 2019 1:41 pm
FullFat wrote:
Sat Jun 15, 2019 1:30 pm
My C60 MK1 is in for a service and I've been quoted £250 + return postage , battery change on another was £20. Have to admit to being surprised at the service cost because all the threads I'd searched mentioned £150!
My C60 mk1 was serviced last summer for £99. I can't believe the price has gone up to £250, that seems high. Are there any specific repairs/parts it requires to take it to that cost?
Mines the GMT, not sure that would make £150 of difference to the service. As far as I can see there's no repairs needed just a service as nothing is detailed in the email.

Qubo
Senior Guru
Senior Guru
Posts: 489
Joined: Tue Oct 17, 2017 5:47 pm
CW-watches: 1
Location: Surrey

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

Post by Qubo » Sat Jun 15, 2019 6:03 pm

I am sorry for everyone who has had or is having a bad CS experience. With my 7 CW watches, I had one problem that they solved quickly. They know how to do it. I trust they will fix this all.


Sent from my iPhone using Tapatalk

User avatar
smegwina
Senior Forumgod
Senior Forumgod
Posts: 11732
Joined: Sun May 26, 2013 10:04 am
CW-watches: 11

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

Post by smegwina » Sat Jun 15, 2019 6:38 pm

FullFat wrote:
Thegreyman wrote:
Sat Jun 15, 2019 1:41 pm
FullFat wrote:
Sat Jun 15, 2019 1:30 pm
My C60 MK1 is in for a service and I've been quoted £250 + return postage , battery change on another was £20. Have to admit to being surprised at the service cost because all the threads I'd searched mentioned £150!
My C60 mk1 was serviced last summer for £99. I can't believe the price has gone up to £250, that seems high. Are there any specific repairs/parts it requires to take it to that cost?
Mines the GMT, not sure that would make £150 of difference to the service. As far as I can see there's no repairs needed just a service as nothing is detailed in the email.
GMT should be 150 ish not 250. Double check with them to make sure they have actually got a clue as to what they are talking about.

Have kept out of these threads so far, but the depths of ineptitude that CW seem to have sunk to recently are terrifying.

Sent from my Redmi Note 6 Pro using Tapatalk


User avatar
Essex Paul
Senior Forumgod
Senior Forumgod
Posts: 1084
Joined: Sun Sep 02, 2018 6:07 pm
CW-watches: 2

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

Post by Essex Paul » Sat Jun 15, 2019 7:20 pm

If a Rolex GMT is £530 approx to service.
And a CW GMT is £250 to service.
That seems way out of line. No?

Approx 10 times the price difference RRP.
C1 Grand Malvern Power Reserve
C65 Trident Diver Blue

Qubo
Senior Guru
Senior Guru
Posts: 489
Joined: Tue Oct 17, 2017 5:47 pm
CW-watches: 1
Location: Surrey

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

Post by Qubo » Sat Jun 15, 2019 7:28 pm

Essex Paul wrote:If a Rolex GMT is £530 approx to service.
And a CW GMT is £250 to service.
That seems way out of line. No?

Approx 10 times the price difference RRP.
That’s brand equity for you! Servicing is labour and a few parts.


Sent from my iPhone using Tapatalk

User avatar
Essex Paul
Senior Forumgod
Senior Forumgod
Posts: 1084
Joined: Sun Sep 02, 2018 6:07 pm
CW-watches: 2

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

Post by Essex Paul » Sat Jun 15, 2019 7:47 pm

Qubo wrote:
Sat Jun 15, 2019 7:28 pm
Essex Paul wrote:If a Rolex GMT is £530 approx to service.
And a CW GMT is £250 to service.
That seems way out of line. No?

Approx 10 times the price difference RRP.
That’s brand equity for you! Servicing is labour and a few parts.


Sent from my iPhone using Tapatalk
But what I’m getting at is that CW charges half what Rolex would charge but the price of its watch is only 1 tenth of a Rolex GMT. The old service price of £99 for a CW service is more in proportion with its price range.
C1 Grand Malvern Power Reserve
C65 Trident Diver Blue

Qubo
Senior Guru
Senior Guru
Posts: 489
Joined: Tue Oct 17, 2017 5:47 pm
CW-watches: 1
Location: Surrey

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

Post by Qubo » Sat Jun 15, 2019 8:24 pm

Essex Paul wrote:
Qubo wrote:
Sat Jun 15, 2019 7:28 pm
Essex Paul wrote:If a Rolex GMT is £530 approx to service.
And a CW GMT is £250 to service.
That seems way out of line. No?

Approx 10 times the price difference RRP.
That’s brand equity for you! Servicing is labour and a few parts.


Sent from my iPhone using Tapatalk
But what I’m getting at is that CW charges half what Rolex would charge but the price of its watch is only 1 tenth of a Rolex GMT. The old service price of £99 for a CW service is more in proportion with its price range.
Was referring to the price of the watch. Cost of service is essentially labour - time - and a few parts. You won’t see the same price differentials with servicing as you see with the price of the watch itself.


Sent from my iPhone using Tapatalk

FullFat
Junior
Junior
Posts: 45
Joined: Thu Aug 08, 2013 11:55 am
CW-watches: 4

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

Post by FullFat » Mon Jun 17, 2019 8:47 pm

smegwina wrote:
Sat Jun 15, 2019 6:38 pm
FullFat wrote:
Thegreyman wrote:
Sat Jun 15, 2019 1:41 pm


My C60 mk1 was serviced last summer for £99. I can't believe the price has gone up to £250, that seems high. Are there any specific repairs/parts it requires to take it to that cost?
Mines the GMT, not sure that would make £150 of difference to the service. As far as I can see there's no repairs needed just a service as nothing is detailed in the email.
GMT should be 150 ish not 250. Double check with them to make sure they have actually got a clue as to what they are talking about.

Have kept out of these threads so far, but the depths of ineptitude that CW seem to have sunk to recently are terrifying.

Sent from my Redmi Note 6 Pro using Tapatalk
I emailed them about this and Scott emailed me back to tell me they had made a mistake and I should have been quoted £150 for the service. I'd already paid so if it wasn't for this forum I'd have been £100 out of pocket.

User avatar
StrappedUp
Senior Forumgod
Senior Forumgod
Posts: 1424
Joined: Fri May 05, 2017 2:14 pm
CW-watches: 0
Location: South Wales

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

Post by StrappedUp » Mon Jun 17, 2019 9:26 pm

FullFat wrote:
Mon Jun 17, 2019 8:47 pm
I emailed them about this and Scott emailed me back to tell me they had made a mistake and I should have been quoted £150 for the service. I'd already paid so if it wasn't for this forum I'd have been £100 out of pocket.
:thumbdown:

Getting a bit like Howden's kitchens by the sound of it ... just pick a figure and run with it.

Good to see the forum has been able to help in this instance.
Ryan

User avatar
Essex Paul
Senior Forumgod
Senior Forumgod
Posts: 1084
Joined: Sun Sep 02, 2018 6:07 pm
CW-watches: 2

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

Post by Essex Paul » Mon Jun 17, 2019 10:27 pm

Sybil ...... “Basil, someone on the phone wants to know how much a room for the night is”.

Basil ....... “oh just tell them any old number dear”.

😂
C1 Grand Malvern Power Reserve
C65 Trident Diver Blue

User avatar
albionprs
Guru
Guru
Posts: 331
Joined: Mon Oct 31, 2011 7:48 pm
CW-watches: 2
LE-fourb: Yes
Location: West of Ireland with a real turf fire keeping us warm

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

Post by albionprs » Tue Jun 18, 2019 7:35 pm

albionprs wrote:
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.
Well I did say I'll keep you all updated:

Firstly I received an email last Wednesday that my watch was in QC, and I should have the watch back later in the week.

Monday: another email, my watch is currently awaiting repair
and will have a update in a few weeks?
Today: My watch has been tested a number of times, it has failed on all occasions, due to go back for more repairs.

I replied back, keep the watch and send me a new one.

This is the second repair this year.

I give up.
Life is always full of surprises
C60-600 Black; C60 Chrono; 1962 9ct Omega Auto; Omega Seamaster Chrono; Breitling Diver; ; Tag Heuer Monza; Omega Aqua Terra

User avatar
nathanclarinet
Senior Forumgod
Senior Forumgod
Posts: 3678
Joined: Thu Sep 09, 2010 9:45 pm
CW-watches: 2

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

Post by nathanclarinet » Tue Jun 18, 2019 7:56 pm

Wowsers, tough break.....

Sent from my SM-G950F using Tapatalk


User avatar
Alex r
Senior Forumgod
Senior Forumgod
Posts: 1098
Joined: Wed Jun 20, 2012 7:58 pm
CW-watches: 2
Location: York uk

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

Post by Alex r » Wed Jun 19, 2019 5:04 pm

FullFat wrote:
Mon Jun 17, 2019 8:47 pm
smegwina wrote:
Sat Jun 15, 2019 6:38 pm
FullFat wrote: Mines the GMT, not sure that would make £150 of difference to the service. As far as I can see there's no repairs needed just a service as nothing is detailed in the email.
GMT should be 150 ish not 250. Double check with them to make sure they have actually got a clue as to what they are talking about.

Have kept out of these threads so far, but the depths of ineptitude that CW seem to have sunk to recently are terrifying.

Sent from my Redmi Note 6 Pro using Tapatalk
I emailed them about this and Scott emailed me back to tell me they had made a mistake and I should have been quoted £150 for the service. I'd already paid so if it wasn't for this forum I'd have been £100 out of pocket.
A mistake would have been nice but ****** is sticking to £150 for a quartz service and battery change says the prices went up 6months ago. Give it another 6 months and it will be cheaper to replace a watch than have it serviced.
In the beginners mind there are many possibilities, in the experts mind there are few.
-Shunryu Suzuki.-

User avatar
Bahnstormer_vRS
Moderator
Moderator
Posts: 20741
Joined: Thu Sep 06, 2012 3:06 pm
CW-watches: 24
LE-two: 1
LE-three: 1
LE-foura: 1
LE-fourb: 1
Location: Hertfordshire, UK

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

Post by Bahnstormer_vRS » Wed Jun 19, 2019 5:13 pm

Alex r wrote:
Wed Jun 19, 2019 5:04 pm
A mistake would have been nice but Vallen is sticking to £150 for a quartz service and battery change says the prices went up 6months ago. Give it another 6 months and it will be cheaper to replace a watch than have it serviced.
It has got to be a mistake!

I have my Sister-in-law's C7 COSC IRR in with CW as it had 'stopped'.

Diagnosed, only last week, as new battery required.

Cost £20 plus return postage.

Mind you; since I got the diagnostic and cost email from Katrina on Tuesday last week and I replied within 20 mins to say "OK, I'll use PayPal to pay, please send me an invoice" I've heard nothing. Not even after a chase up email to Katrina and Customer Service last night.

Any suggestion, that as a member of the Admin Team I might get preferential treatment (which has been hinted at from time to time) is phat.

We are not immune! :shock:

Guy
C20 FLE |C4 |C5A MkI |C5 BOB |C6 |C7 MkI 47AD |C7 MkII Harrier |C7 Auto Chrono |C70 x2
C8 MkI |C8 Reg MkII |C8 M2.04 |C9 FLE |C9 Me109 SPC |C60 K'fisher x2 |C60 FLE x2
C60 SH21 |C60 Chrono P'type |C65 Khaki |C600 x2 |C1000 |C4&W7 BBMF

Post Reply