Small Bright Spot for CW Customer Service

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jkbarnes
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Small Bright Spot for CW Customer Service

Post by jkbarnes » Mon Jun 10, 2019 6:08 pm

In light of the recent horror stories and disappointments concerning CW's customer service of late, I thought I'd share one small bright spot. And bear in mind, I'm not trying to downplay anyone else's experience.

As some of you may have seen on a previous post of mine, I've been contemplating buying a bracelet for my C65 Trident Vintage before they're all gone. When I finally decided to pull the trigger, I visited the CW website and sure enough, the fully brushed bracelets were ALL GONE.

It was suggested I contact CW directly, and specifically Declan, to inquire about bracelets. I emailed this morning and immediately got an auto reply telling me Declan was out of the office. Twenty minutes later, Declan emailed with a link to order the bracelet and an offer to get it shipped today if I could place the order within 30 minutes (while it was fairly early my time, it was late afternoon in London when I emailed). It was an hour before I could order it, but I got an email from Declan saying he'd gotten it in the mail for me.

So a little shout out to Declan for some great customer service!
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TheBeatles
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Re: Small Bright Spot for CW Customer Service

Post by TheBeatles » Mon Jun 10, 2019 6:11 pm

I think most companies go out of their way for new business/sales.

It’s when things go wrong that Customer Service standards should be judged.

However, I’m glad it turned out well for you. Enjoy your new bracelet, nothing better than when a little package turns up.
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Re: Small Bright Spot for CW Customer Service

Post by Thermexman » Mon Jun 10, 2019 6:32 pm

Good to hear JK. Hope it arrives safely.
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Re: Small Bright Spot for CW Customer Service

Post by Mikkei4 » Mon Jun 10, 2019 7:55 pm

On several posts recently and in the past you will find Declan being applauded for his level of customer service. This story is another example of that.

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Re: Small Bright Spot for CW Customer Service

Post by Essex Paul » Mon Jun 10, 2019 8:29 pm

Declan seems to be the only one who’s going out on a limb. :clap:
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Re: Small Bright Spot for CW Customer Service

Post by jkbarnes » Fri Jun 14, 2019 11:40 am

Bracelet posted the end of the day on Monday, being delivered to me here in the US by the end of the day today. That’s pretty good. In fact, the bracelet is beating the tools I ordered to help with sizing it. They haven’t even shipped yet. So again, one teeny, tiny positive CS story in what seems like a growing sea of bad experiences.
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Re: Small Bright Spot for CW Customer Service

Post by H0rati0 » Fri Jun 14, 2019 11:53 am

Problem is that this experience is sales related. The back of the shop is still burning. :feuer:
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Re: Small Bright Spot for CW Customer Service

Post by triffidman » Fri Jun 14, 2019 11:58 am

H0rati0 wrote:
Fri Jun 14, 2019 11:53 am
Problem is that this experience is sales related. The back of the shop is still burning. :feuer:
Agreed, whilst it's lovely that they have managed to sell you something that you wanted. They will take money extremely quickly and efficiently! This part of the process was never a problem.

I hope for your sake it's the right one when it arrives, and that it's not damaged or Nearly New - I just feel you're a bit premature in your praise.
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Re: Small Bright Spot for CW Customer Service

Post by jkbarnes » Fri Jun 14, 2019 12:35 pm

H0rati0 wrote:
Fri Jun 14, 2019 11:53 am
Problem is that this experience is sales related. The back of the shop is still burning. :feuer:
Clearly! I know my experience here is isolated in its nature (simple sales question and dealing with a specific individual), but I still wanted to share something positive, as isolated as it might be.
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Re: Small Bright Spot for CW Customer Service

Post by jkbarnes » Fri Jun 14, 2019 12:38 pm

triffidman wrote:
Fri Jun 14, 2019 11:58 am
I hope for your sake it's the right one when it arrives, and that it's not damaged or Nearly New - I just feel you're a bit premature in your praise.
That thought hadn’t even entered my mind. While this is anecdotal in nature, all my previous experiences with CW have been positive. But as has been pointed out, these experiences were also all on the sales end. Fingers crossed for this one...
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