CS & 60/60 Test case.

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Thermexman
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CS & 60/60 Test case.

Post by Thermexman » Fri Oct 11, 2019 2:51 pm

In light of all the hooha around recent poor CS, communication and the change to the terms of the 60/60, I thought I’d engage in a little experiment.

Background:
I have a C60 Trident, which was purchased on 28/9/14.
I had planned to have it serviced before the warranty was up but subsequently decided that, as I now own over a dozen watches, I’d only seek service when something goes wrong. (Controversial I know but that’s a whole different discussion!)

Over the last year, my Trident has, on occasion, exhibited the wretched spinning rotor. It’s a phenomenon that comes and goes.
It has now started to develop a rather stiff winder too.

When my C600 Tri-tech developed the same problem, I persevered with the stiff winder, until something broke inside. That cost me the price of a service and £9.99 for a new ratchet wheel as it was 8 yrs old.

Here’s the experiment:
I decided to embark on sending my C60 in for a service, via the online form on the website.
I will not chase it, complain on here or try to influence proceedings in any way. At least until I decide otherwise! (Not sure when that will be)

I had it in my head that the warranty was up at the end of November but when I started the returns process, I realised that I was wrong and it was, in fact, a September purchase.

I filled in the electronic returns form and sent it off, simply requesting a service and adding a note describing the winder/rotor issue.

The watch arrived with CW 4 days before the end of the 60/60 period.

Status so far:
Watch has been inspected and fault has been diagnosed as “service required” I have paid the £150 fee and have been informed that the current lead time is 6-8 weeks.

...and now the wait begins.
I will post the timeline of each stage, once the watch is back. I know that you may say that it is easy to be patient when it’s not my only watch. That’s true but I just thought it might be interesting to give CW a chance to show that they’re trying to get to grips with things, without people chasing or venting! Not saying there’s anything wrong with that, just wanted to test things...

To be continued...
Steve.

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Re: CS & 60/60 Test case.

Post by what-time-is-it » Fri Oct 11, 2019 2:58 pm

Will be interesting to watch Steve - whether I would've paid the £150 is another story. Good luck!
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Re: CS & 60/60 Test case.

Post by Mikkei4 » Fri Oct 11, 2019 4:33 pm

What happened to the £99 service that used to be quoted? A 50% hike in price ?

I'll be interested to see what happens with your watch as I have a February 2015 C60 Trident that has yet to have a service and so far (touch wood) has not shown any issues that would push me to send it in for warranty work or a paid service.

It's a shame that yours wasn't actually an end November warranty as that really would have tested the old vs new wording of the 60month warranty.

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Re: CS & 60/60 Test case.

Post by scooter » Fri Oct 11, 2019 4:37 pm

I wonder whether someone from CW will read this thread and ...

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Re: CS & 60/60 Test case.

Post by Mikkei4 » Fri Oct 11, 2019 4:40 pm

.... not send a PM or not get involved ?

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Re: CS & 60/60 Test case.

Post by scooter » Fri Oct 11, 2019 4:53 pm

Is that a question for me Mick?

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Re: CS & 60/60 Test case.

Post by Mikkei4 » Fri Oct 11, 2019 5:13 pm

Rhetorical really. Not expecting any answers.

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Re: CS & 60/60 Test case.

Post by scooter » Fri Oct 11, 2019 5:22 pm

I've got one anyway.

I think that the likely outcome will be thus:

1. The daily designated reader of the Forum at CW will see this thread and rush it through for the attention of Mike France.

2. Mike will see that there could be some good press in this and will immediately contact the repair man/lady.

3. He/she will sort out Steve's problem speedy like and the watch perused for inspection by Christopher Ward himself to ensure it was fixed proper job.

4. After a leisurely long lunch break Peter, along with a camera man/lady, will leap it into a Morgan 3 wheeler and shoot across to Steve's place along with his swiftly repaired C60.

5. Steve will be photographed with a gert smile on his face. He will also be given a FREE number 1 of the new CW LE Dive watch which will have an iddy biddy bit of the Number 1 Park Street's front door in it. Peter will also have his picture taken with Steve whilst returning the cheque for £100 as a gesture of goodwill.

6. Peter and the camera man/lady will rush back to Maidenhead for last call at the local Fish and Chip shop.

Sorted and happiness all round.

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Re: CS & 60/60 Test case.

Post by Thermexman » Fri Oct 11, 2019 5:41 pm

^^^Ah, my dear Scooter, me thinks you may have just found the flaw in the methodology of my “anonymous” experiment!

Or discovered my devious ruse, you old cynic you!

Anyway, it’s £150 if you please! :lol:
Steve.

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Re: CS & 60/60 Test case.

Post by scooter » Fri Oct 11, 2019 5:44 pm

So pleased that you have taken it in the spirit it was written Steve.

I'll take the other £50.

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Re: CS & 60/60 Test case. (AKA The Edmund stratagem)

Post by Thermexman » Fri Oct 11, 2019 5:46 pm

You know what, the more I think about it, the more I wish I’d come up with such a cunning plan. It’s worthy of Blackadder!

in fact, I’ve edited the title to honour him.
Steve.

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Re: CS & 60/60 Test case. (AKA The Edmund stratagem)

Post by Boydesian » Fri Oct 11, 2019 6:15 pm

Thermexman wrote:
Fri Oct 11, 2019 5:46 pm
You know what, the more I think about it, the more I wish I’d come up with such a cunning plan. It’s worthy of Blackadder!

in fact, I’ve edited the title to honour him.
Isn't Baldrick the one who came up with "cunning plans"?
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Re: CS & 60/60 Test case.

Post by Thermexman » Fri Oct 11, 2019 6:17 pm

^^^ Which only goes to show that I’m not cunning enough...
Steve.

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Re: CS & 60/60 Test case.

Post by Boydesian » Fri Oct 11, 2019 6:48 pm

Thermexman wrote:
Fri Oct 11, 2019 6:17 pm
^^^ Which only goes to show that I’m not cunning enough...
:lol:
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Re: CS & 60/60 Test case.

Post by Lavaine » Fri Oct 11, 2019 7:11 pm

5. Steve will be photographed with a gert smile on his face. He will also be given a FREE number 1 of the new CW LE Dive watch which will have an iddy biddy bit of the Number 1 Park Street's front door in it. Peter will also have his picture taken with Steve whilst returning the cheque for £100 as a gesture of goodwill.
I look forward to seeing the photo of the returned watch and the new LE by end of business today. :lol: 8)

Seriously though, I'm not sure why customers are asked to pay in advance for a service. If my mechanic asked for payment up front when I brought my car in for service, I'd be looking for a new mechanic.
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