Is this really customer service?

Discuss Christopher Ward watches
sproughton
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Re: Is this really customer service?

Post by sproughton » Sat Jun 08, 2019 6:33 pm

Since I started using the forum in (quick check) 2013 there have been these type of issues time and time again. The whole CS processes and systems have clearly never been brought up to an acceptable standard and whether or not these issues represent a tiny fraction of customers experiences, they are still far too commonplace.

Frankly they need to rip the book up and start their customer service processes from scratch.

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Re: Is this really customer service?

Post by nbg » Sat Jun 08, 2019 7:14 pm

^^^^ Frank I agree. It’s not even as if it’s a large company with many employees. Any executive who doesn’t know which way is up, in a company with less than 100 employees is asleep at the wheel.

The reason it often goes wrong in larger companies is generally because levels of senior management below executive level try to hide stuff from the executive.

In CW the founders are the executive and senior management.

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Re: Is this really customer service?

Post by Korkki » Sat Jun 08, 2019 8:05 pm

Mike's thoughts about CS

https://realbusiness.co.uk/customer-ser ... -delivery/
https://realbusiness.co.uk/negative-rev ... -business/

"Following any purchase of a Christopher Ward watch, the customer is sent an automated email offering them the opportunity to write a review"

I have never received a such :ka:
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Re: Is this really customer service?

Post by Ttf23 » Sat Jun 08, 2019 8:14 pm

Just checked and the last one I had was in Dec 2017.

Haven’t had a similar since despite buying one or two more.
3E647A58-B4B7-40B3-BAA5-DB806D07B5C3.jpeg

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Re: Is this really customer service?

Post by Mikkei4 » Sat Jun 08, 2019 8:39 pm

Korkki wrote:
Sat Jun 08, 2019 8:05 pm
Mike's thoughts about CS

https://realbusiness.co.uk/customer-ser ... -delivery/
https://realbusiness.co.uk/negative-rev ... -business/

"Following any purchase of a Christopher Ward watch, the customer is sent an automated email offering them the opportunity to write a review"

I have never received a such :ka:
How soon after a purchase is this email sent? If it's quite soon afterwards then the review is unlikely to mean anything as it'll only cover the delivery time and whether the watch is in good condition.

Looks like Mike needs to return to his CS thoughts because the re-structured CS Department isn't working or isn't coping. I'd be interested in hearing what Scott Callaway has to say about the present situation as he must be the person getting so many emails about his department failing to provide any decent CS. What is he doing to rectify the issues and improve CS? Does he even have time to consider the issues if he's having to pick up the pieces?

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Re: Is this really customer service?

Post by Ttf23 » Sat Jun 08, 2019 9:00 pm

Mikkei4 wrote:
Sat Jun 08, 2019 8:39 pm
Korkki wrote:
Sat Jun 08, 2019 8:05 pm
Mike's thoughts about CS

https://realbusiness.co.uk/customer-ser ... -delivery/
https://realbusiness.co.uk/negative-rev ... -business/

"Following any purchase of a Christopher Ward watch, the customer is sent an automated email offering them the opportunity to write a review"

I have never received a such :ka:
How soon after a purchase is this email sent? If it's quite soon afterwards then the review is unlikely to mean anything as it'll only cover the delivery time and whether the watch is in good condition.
It’s a good point - it was five days after purchase, with a chaser after another seven days. Although you can go back in and edit if your view changes.

(My review then was 5 stars - the review for my latest one would be 4 mainly due to an inordinate amount of time to get a returns label). Sorry to see such a bunch of negative experiences and I hope CW turn it round to make what seems to be generally good or great customer service across each and every customer.

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Re: Is this really customer service?

Post by Riddim Driven » Sat Jun 08, 2019 9:53 pm

Yikes! I hate reading tales like this after seeing so many happy customers showing off their watches on various forums. After all these years I just bought my 1st Christopher Ward last week. The C60 Bronze Trident 43mm -- Well, I actually bought a 2nd and plonked down the cash for the Elite 1000 Ti as well. I had excellent communications from 3 different service reps. Very prompt, and some back and fourths. I did receive the "How Many Stars..." request a day or two before my Bronze arrived. I haven't responded nor have I worn the watch yet, though it is a thing of beauty, and the packaging was darn close to opening an Apple Computer product whose packaging is the very best and a joy to crack. The CW packaging was quite nice.

I'm hopeful my experience will remain positive, as I have no reason to think otherwise. I feel for the OP and any WIS that has to suffer these kinds of rotten incidents. Certainly don't wish CW HQ to become the Fawlty Towers.

Good luck!

RD

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Re: Is this really customer service?

Post by Robotaz » Sat Jun 08, 2019 11:32 pm

Embarrassing. Not inspiring.

This kind of stuff is a brand killer and should never make it onto a forum. I don’t know what else to say, other than I hope OP has his needs tended to.

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Re: Is this really customer service?

Post by angusbon » Mon Jun 10, 2019 8:02 pm

These posts seem to becoming more and more common...
The forum used to be extremely supportive of the brand, but more and more disgruntled comments appear more often....
What worries me the most is members who seem to have a " special " relationship with CW appear to be immune from such problems, privy to secret, new models ( mkiii a prime example ), prototype models, down the back of the settee specials etc..
These are the people who say " never had a problem " and dismiss customers with a bonafide complaint

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Re: Is this really customer service?

Post by StrapMeister » Mon Jun 10, 2019 8:35 pm

^^^^^^ I don't see "these people" dismissing customers with a bonafide complaint at all, infact, quite the contrary - certainly the moderators of this forum have fed back the various complaint posts to CW Towers directly in the hope, I'm sure, that something is done about it.
(...which I believe they are - based on another post somewhere of a reply from Mike France).
However, I don't think things are going to change overnight!
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Re: Is this really customer service?

Post by angusbon » Mon Jun 10, 2019 8:44 pm

StrapMeister wrote:^^^^^^ I don't see "these people" dismissing customers with a bonafide complaint at all, infact, quite the contrary - certainly the moderators of this forum have fed back the various complaint posts to CW Towers directly in the hope, I'm sure, that something is done about it.
(...which I believe they are - based on another post somewhere of a reply from Mike France).
However, I don't think things are going to change overnight!
Mmmm
Ok, must just be me, thanks for putting me straight Image

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Re: Is this really customer service?

Post by davidjamesinc » Sat Jun 15, 2019 9:02 am

Essex Paul wrote:
I’m wondering wether our esteemed moderators/admin team whom CW hold in high regard can take some of these posts/cases and request a meeting with the CW hierarchy??
Potential customers and potential second buyers read about these problems. The Facebook mob must have these types of stories too?
Think high level talks are needed.

Already done Paul.

Kip emailed to Mike France and Chris Ward a couple of hours ago to alert them to the current topics and posts expressing disquiet about CW's Customer Service.

It is no doubt a subject that will be discussed when the Admin Team next congregates at CW Towers.

Guy
Just thought I’d update the thread. Since posting I have received precisely nothing from CW. My watch is still, if I force myself to believe customer services, languishing in an administrative black hole.
I wonder when this pantomime will end and someone will actually contact me and treat me like the customer I thought I was.
A sad day.
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Re: Is this really customer service?

Post by lukeap69 » Sat Jun 15, 2019 10:03 am

Wow, this is really a frustrating experience. It makes me think twice (or more) of buying a watch from CW again.

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Re: Is this really customer service?

Post by TheBeatles » Sat Jun 15, 2019 10:26 am

davidjamesinc wrote:
Sat Jun 15, 2019 9:02 am


Just thought I’d update the thread. Since posting I have received precisely nothing from CW. My watch is still, if I force myself to believe customer services, languishing in an administrative black hole.
I wonder when this pantomime will end and someone will actually contact me and treat me like the customer I thought I was.
A sad day.
Just done a quick Google search on the distance from your location to CW Towers.

Comes out at just under 70 miles. It must be getting close to the time where you actually go there and bang on someone’s desk for answers.
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Re: Is this really customer service?

Post by davidjamesinc » Sat Jun 15, 2019 11:50 pm

TheBeatles wrote:
Sat Jun 15, 2019 10:26 am
davidjamesinc wrote:
Sat Jun 15, 2019 9:02 am


Just thought I’d update the thread. Since posting I have received precisely nothing from CW. My watch is still, if I force myself to believe customer services, languishing in an administrative black hole.
I wonder when this pantomime will end and someone will actually contact me and treat me like the customer I thought I was.
A sad day.
Just done a quick Google search on the distance from your location to CW Towers.

Comes out at just under 70 miles. It must be getting close to the time where you actually go there and bang on someone’s desk for answers.
Closer than you think. I don’t have much more to loose.
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C60 Trident Automatic 42mm
C3 Malvern Chronograph MK II
C11 Makaira Pro 500
C9 Big Day Date
C11 Makaira Elite 500 Titanium

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