Customer Service : Credit where credit's due

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alanrolfe01
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Customer Service : Credit where credit's due

Post by alanrolfe01 »

I recently had two issues for Christopher Ward Customer Service (CWCS) to sort. Firstly my C1 PR had a screw come loose inside the case causing the rotor to bang against it risking internal damage if it broke the screw, and an incorrect sized bracelet supplied for my 22mm sized C60 Mk2 Trident.

Here is the timetable of events and communication with CWCS :-

Sept 15 Sent email, with photos to CWCS
Sept 15 Reply from Vallen agreeing the issues and confirming items to be collected
Sept 16 Vallen supplied paperwork for collection
Sept 18 Items collected
Sept 23 DHL confirmed delivery
Sept 24 Email from Vallen good received and also advising 48hr quarantine on all goods received at CW before any inspection
Sept 25 Email from Katie advising of repair number ref No
Sept 25 Email from Vallen advising watch didn't need to go to Switzerland and would be a 4 week repair time
Oct 6 Email from Vallen advising that since the correct sized bracelet was the last in stock and was not fully plastic covered a discount was given
Oct 20 Email from Vallen advising repairs completed
Oct 22 Email from CWCS saying watch despatched
Oct 23 10.00am watch and correct bracelet received

I'm sure there are horror stories about poor service but we should also acknowledge good and efficient work when that too is found. After consulting a friend in the watch trade he's impressed by the quick turnaround, especially under current conditions. He also advised that many of the 'big brands' regularly take much longer and leave their clients in the dark about timetables and progress of repairs.

So credit where credit's due.

Thank You to Vallen and Katie from a very happy client :clap:
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Viognier
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Re: Customer Service : Credit where credit's due

Post by Viognier »

Great to here and that's exactly how customer service should work!
Small collection of timepieces that I enjoy
albionphoto
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Re: Customer Service : Credit where credit's due

Post by albionphoto »

Great to hear a good news story. Thanks for posting and kudos to CWCS.
Mark
Bremont, Casio, Citizen, Christopher Ward, Chronotechna, Mido, Omega and Oris
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