Another CS nightmare (still in progress)

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We're Getting There

Post by scooter » Thu Jun 13, 2019 6:58 pm

I don't know why but this image keeps coming back to me at the moment.

Image

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Re: Another CS nightmare (still in progress)

Post by Thermexman » Thu Jun 13, 2019 9:44 pm

Did Peter fart?
Steve.

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Re: Another CS nightmare (still in progress)

Post by scooter » Thu Jun 13, 2019 9:47 pm

An interesting take I have to say.

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Re: Another CS nightmare (still in progress)

Post by Thermexman » Thu Jun 13, 2019 9:52 pm

I suppose I could apologise and delete that.

Nah.
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Re: Another CS nightmare (still in progress)

Post by Essex Paul » Thu Jun 13, 2019 10:31 pm

Caption competition?

Mike. “How do we sort this mess out?”
Chris. “Errr ..... dunno..... I’m thinking.”
Peter. “Pizza’s arrived yet?”

:lol:
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Re: Another CS nightmare (still in progress)

Post by kiter65 » Thu Jun 13, 2019 10:49 pm

Mike...anyone remember Ratner? :silent:

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Re: Another CS nightmare (still in progress)

Post by Bungle-ator » Thu Jun 13, 2019 10:56 pm

Handed in my c65 bronze SH21 on Tuesday (dropped it in a tiled floor) and got an email from Katrina within 3 hours.
She tells me the watch just needs a mechanical repair at £365 and I can drop in a pay it or give her PayPal details. Is this normal to pay up front and without an invoice?

I'll be honest, I've no idea is this is a sensible price or not. All I have for reference is that Swatch fixed a faulty Hamilton by way of a £180 service. They also detailed what was wrong with it and told me what parts were being replaced, along with invoicing me.

I asked for some more details of what needs done and for an invoice, along with confirmation that they're also going to look at/fix a flaw that's been on the dial since new but no reply after two days.

It's quite frustrating to be honest and I'm not filled with confidence that this is going to pan out well. I only own the one CW and if this goes badly it'll be my last. I really want to like the brand though.

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Re: Another CS nightmare (still in progress)

Post by Essex Paul » Thu Jun 13, 2019 11:46 pm

^^^^ Sounds iffy. So within 3 hours it’d been
examined by a technician and knew how much it was to fix? Whilst people wait weeks for a diagnosis?
That is extraordinary. And no you don’t pay upfront.
Are they going completely loopy now?
Like you I only own one and would like to get another. But don’t know if I can knowing the after sales care has completely imploded.
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Re: Another CS nightmare (still in progress)

Post by KevinB » Fri Jun 14, 2019 3:27 am

Somersett wrote:
Thu Jun 13, 2019 6:44 pm
By the end of this sorry saga ( four months plus ) the Customer Service Manager would neither take my phone calls nor respond to my requests that he contact me. He was always conveniently in a meeting when I called and requests for him to call me back were ignored.
If I were Mike or Chris and saw this I'd stand in the manager's office as they called you to apologize than ask for the phone and apologize for the company. They lost your watch! An apology and something tangible to make it up to you should be the first thing they do. Yes ultimately you got it back, but the entire situation needs so much smoothing over.

At this point I think a day or two of time spent from management calling every customer in the support queue and asking for feedback would be the first thing I'd recommend. The customers will never forget it and the feedback is priceless. In the end all the ads in Waterloo won't outpace a reputation for poor service. I don't think they are there yet, but this needs to get righted and quickly. They can have this fixed by the end of June, but this needs all hands on deck and management in daily digging out.

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Re: Another CS nightmare (still in progress)

Post by Bahnstormer_vRS » Fri Jun 14, 2019 8:12 am

Essex Paul wrote:^^^^ Sounds iffy. So within 3 hours it’d been
examined by a technician and knew how much it was to fix? Whilst people wait weeks for a diagnosis?
That is extraordinary. And no you don’t pay upfront.
Are they going completely loopy now?
Like you I only own one and would like to get another. But don’t know if I can knowing the after sales care has completely imploded.
Beg to differ Paul.

CW have always operated the system, for service and repairs, of paying up front (PayPal) or authorising payment (credit / debit card) prior to carrying out the work.

Seems to be an industry standard, even Citizen do it, as mentioned in this thread.

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Re: Another CS nightmare (still in progress)

Post by Essex Paul » Fri Jun 14, 2019 8:40 am

Bahnstormer_vRS wrote:
Fri Jun 14, 2019 8:12 am
Essex Paul wrote:^^^^ Sounds iffy. So within 3 hours it’d been
examined by a technician and knew how much it was to fix? Whilst people wait weeks for a diagnosis?
That is extraordinary. And no you don’t pay upfront.
Are they going completely loopy now?
Like you I only own one and would like to get another. But don’t know if I can knowing the after sales care has completely imploded.
Beg to differ Paul.

CW have always operated the system, for service and repairs, of paying up front (PayPal) or authorising payment (credit / debit card) prior to carrying out the work.

Seems to be an industry standard, even Citizen do it, as mentioned in this thread.

Guy

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I stand corrected Guy, although that’s not the case for Rolex. They quote, you give the go ahead then pay when you pick it up. So not sure about industry standard.
I certainly wouldn’t pay for anything else to be repaired up front up.
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Re: Another CS nightmare (still in progress)

Post by watchaholic » Fri Jun 14, 2019 8:56 am

Depends on your trust in the people or company doing the work. Hard to earn back something lost. :(
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Re: Another CS nightmare (still in progress)

Post by Essex Paul » Fri Jun 14, 2019 9:05 am

The state CW are in at the moment I certainly wouldn’t pay them upfront.
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Re: Another CS nightmare (still in progress)

Post by jtc » Fri Jun 14, 2019 9:07 am

There's no need to pay up front for anything. Most recommendations are to never pay wholly up front for any type of service being received.
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Re: Another CS nightmare (still in progress)

Post by Mikkei4 » Fri Jun 14, 2019 9:07 am

Essex Paul wrote:
Fri Jun 14, 2019 8:40 am
Bahnstormer_vRS wrote:
Fri Jun 14, 2019 8:12 am
Essex Paul wrote:^^^^ Sounds iffy. So within 3 hours it’d been
examined by a technician and knew how much it was to fix? Whilst people wait weeks for a diagnosis?
That is extraordinary. And no you don’t pay upfront.
Are they going completely loopy now?
Like you I only own one and would like to get another. But don’t know if I can knowing the after sales care has completely imploded.
Beg to differ Paul.

CW have always operated the system, for service and repairs, of paying up front (PayPal) or authorising payment (credit / debit card) prior to carrying out the work.

Seems to be an industry standard, even Citizen do it, as mentioned in this thread.

Guy

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I stand corrected Guy, although that’s not the case for Rolex. They quote, you give the go ahead then pay when you pick it up. So not sure about industry standard.
I certainly wouldn’t pay for anything else to be repaired up front up.
Neither TAG nor Watchfinder ask for payment up front (or at least didn't a couple of years ago) just authorisation for the work to proceed once an estimate has been given.

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