Yes you are exactly correct - it should be CW that is contacting the customer to provide up to date progress/no progress reports, advise where the customers watch is or where it's been sent to.Caller wrote: ↑Mon Jul 15, 2019 4:53 pmI think you meant to write, 'who has contacted you by phone or email about your watch, have you been kept informed of where your watch actually is? Did they give a reason for the extended repair period or whether it had been sent to Switzerland?'
Irrespective of any of this, it's now 7 months and counting. And he's not the only one, as evidenced by other tales of woe here. And no, being busy with the summer sale, the last sale, or the latest release is no excuse.
My apologies - I wasn't trying to defend CW as there is no defence for such delays and lack of contact or information from them. I was interested in the details because this sorry tale is not the only example of such and again proves that Mike France's words of many weeks ago that all the outstanding issues had been sorted is utter rubbish and a false statement.
I'm sure that the OP must be totally frustrated by this ridiculous situation and has done his utmost to obtain truthful and meaningful updates without success. With the "luxury" of being in the UK, living close to CW and being retired in the same circumstance I would make CW CS life a misery bombarding them with endless emails and telephone calls and endless showroom visits to force the issue. Obviously CW still do not have a definitive list of outstanding repairs, services or customer issues - if that is so after months of trying to fix these then the black hole that is CW CS is worse than the owners are prepared to admit.
A few years ago I had a watch repaired by Watchfinder. I received virtually daily emails updating me on progress, location, estimated fix date and costs. That's how it should be done.