CW Customer Service - Time to give Up

Discuss Christopher Ward watches
Bungle-ator
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Re: CW Customer Service - Time to give Up

Post by Bungle-ator » Fri Jun 28, 2019 11:16 pm

Mikkei4 wrote:
Fri Jun 28, 2019 10:59 pm
Bungle-ator wrote:
Fri Jun 28, 2019 8:18 pm
It took all day but I finally got a status update at 18:40. Bizzarely, I'm told that the watch is being repaired under warranty. I'm not complaining, but I did admit on the returns form that it stopped after I dropped it. I did expect to pay for a repair. Bearing in mind I was already told 2 hours after dropping it off that it would cost me £365. A 6-8 week wait has been advised, which seems perfectly acceptable to me.
It's great that CW have decided to repair your watch under warranty. However in general terms it follows the worrying pattern that somebody in CW quoted £365 virtually immediately then somebody else decides they can do without getting £365 from you.

Good news for you though.
The original quote was very odd. She invited me to give her PayPal details or stop by with a credit card to pay, but offered no invoice/details of the work needed. I asked 20 questions and then it was radio silence for two weeks.

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Essex Paul
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Re: CW Customer Service - Time to give Up

Post by Essex Paul » Sat Jun 29, 2019 12:59 am

G1DRP wrote:
Fri Jun 28, 2019 10:39 pm
No, it didn’t mark the case at all, or my wrist for that matter. Apparently it broke one of the screws that holds the movement in place. They want £15 for the screw and £15 to cover the labour. I hope they don’t mark the case back when they repair it, because they’ll be getting it back again if they do.
That’s what happened to mine.
Was away 8 weeks and came back with 2 tool marks. One on the side of the case and one on the back. Admittedly you had to look hard but I noticed them.
Sorry, not what you wanna hear. Hope your’s is ok. :thumbup:
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Re: CW Customer Service - Time to give Up

Post by Lavaine » Sat Jun 29, 2019 1:49 am

G1DRP wrote:
Fri Jun 28, 2019 8:24 pm
You dropped yours and they’re repairing it for free? I only banged mine on a door frame and they want me to pay! They’ve had it since mid December too!!!! Unbelievable.
The correct answer is to post on the forum that you are going to show up at CW Towers. You should have an offer of a warranty repair within 24 hours.
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Hammy85
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Re: CW Customer Service - Time to give Up

Post by Hammy85 » Sat Jun 29, 2019 7:23 am

Very sad stories on here.

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Re: CW Customer Service - Time to give Up

Post by Bungle-ator » Sat Jun 29, 2019 10:59 am

Lavaine wrote:
Sat Jun 29, 2019 1:49 am
G1DRP wrote:
Fri Jun 28, 2019 8:24 pm
You dropped yours and they’re repairing it for free? I only banged mine on a door frame and they want me to pay! They’ve had it since mid December too!!!! Unbelievable.
The correct answer is to post on the forum that you are going to show up at CW Towers. You should have an offer of a warranty repair within 24 hours.
:lol: I told them I was coming round in an email not in here. It's only a 20 yard detour on my way home from the bookies :thumbup:

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Re: CW Customer Service - Time to give Up

Post by jtc » Sat Jun 29, 2019 11:16 am

Bungle-ator wrote:
Sat Jun 29, 2019 10:59 am
It's only a 20 yard detour on my way home from the bookies :thumbup:
Do they do CW odds? :D
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Re: CW Customer Service - Time to give Up

Post by Bungle-ator » Sat Jun 29, 2019 2:37 pm

jtc wrote:
Sat Jun 29, 2019 11:16 am
Bungle-ator wrote:
Sat Jun 29, 2019 10:59 am
It's only a 20 yard detour on my way home from the bookies :thumbup:
Do they do CW odds? :D
Not on getting a watch back from service :lol:

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Re: CW Customer Service - Time to give Up

Post by Squalus » Mon Jul 01, 2019 3:58 am

I hope CW management and staff quickly identify the root-causes of those issues and resolves them, so that reoccurrences are not likely. I need to send my two year old C8 Flyer back for servicing. I can hear its rotor turning; before, I didn't.

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Re: CW Customer Service - Time to give Up

Post by albionprs » Mon Jul 01, 2019 6:14 pm

Well,

Watch is back on my wrist. Looking good.
No Mark's or damaged found with it.
In fact very pleased so far. Even sent a new Cleaning cloth with it.
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Re: CW Customer Service - Time to give Up

Post by lukeap69 » Mon Jul 01, 2019 6:23 pm

Glad it all worked out well in the end.

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Re: CW Customer Service - Time to give Up

Post by H0rati0 » Mon Jul 01, 2019 6:27 pm

albionprs wrote:
Mon Jul 01, 2019 6:14 pm
Well,

Watch is back on my wrist. Looking good.
No Mark's or damaged found with it.
In fact very pleased so far. Even sent a new Cleaning cloth with it.
All's well that ends well.

Let's hope that's the harbinger for back to first rate service.
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Re: CW Customer Service - Time to give Up

Post by Essex Paul » Mon Jul 01, 2019 8:18 pm

Glad all is well.
Hopefully no more problems and many years on the wrist.
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Re: CW Customer Service - Time to give Up

Post by BillyNelson » Mon Jul 01, 2019 8:23 pm

Essex Paul wrote:
Sat Jun 29, 2019 12:59 am
G1DRP wrote:
Fri Jun 28, 2019 10:39 pm
No, it didn’t mark the case at all, or my wrist for that matter. Apparently it broke one of the screws that holds the movement in place. They want £15 for the screw and £15 to cover the labour. I hope they don’t mark the case back when they repair it, because they’ll be getting it back again if they do.
That’s what happened to mine.
Was away 8 weeks and came back with 2 tool marks. One on the side of the case and one on the back. Admittedly you had to look hard but I noticed them.
Sorry, not what you wanna hear. Hope your’s is ok. :thumbup:
My Seiko SARB033 came back from a repair of a faulty movement with a scratch on the dial and smudges on the crystal. Sloppy sloppy work. Not an excuse for CW, but as others said bad service is quite common unfortunately.

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