Christopher Ward bracelet issue - your thoughts?
Hello watch fam! I recently bought a Christopher Ward C63 Sealander and it arrived with what looks like a faulty bracelet. As you can see in the animated GIF, one side of one of the end link sits loose against the watch case and a gentle tug exposes the gap between the bracelet and case. I tried removing the bracelet via the quick-release and putting it back on — it definitely snaps back into place but the issue remains.
I reached out to CW Customer Service and explained the issue in great detail with photos, and their advice was to view their strap-changing instructions video on the website or alternatively “take to a local reputable jeweller who will be able to fix this for you.”
Is this a reasonable solution for a brand new watch? What would you do? My initial thought is this is not acceptable but I ask the community because this is my first experience with a smaller brand so not sure if I should be setting my expectations lower for a watch at this price point?
P.S. I’m kicking myself for not going with Formex instead.
CW have the 60/60 guarantee where you can return the watch for whatever reason & get a refund. If you're unhappy send it back.
CW have the 60/60 guarantee where you can return the watch for whatever reason & get a refund. If you're unhappy send it back.
I might just return it if they can’t offer a reasonable solution. Shame because I actually like watch.
Can you not exchange for a new one..?
60 day return. Send it back!
It doesn’t look like the strap is in place, did you take it off at all, or did it arrive like that? When I changed my strap on my Bel Canto the tolerance was so tight it was hard to snap it in place. Looks like yours either isn’t or the pin is perhaps stuck in the end link and not out enough to catch the hole
The bracelet snaps back in place and the pin is definitely in the lug hole. I’ve removed and put it back several times and it snaps back in place each time.
With that poor response from them I would send it back and get the Formex. Your post has put me off them and maybe other people also. Poor customer service does not pay off.
It also doesn't look like something that can necessarily be fixed by a local watchmaker, instead something that needs replaced by CW.
Yep, im wearing my cw with bracelet as i write this, definately no play, send it back, you have 60 days from date of purchase.
Or, the other alternative, you go onto their website and start the return process, you fill in a form and send it off online, they then have to deal with it. Dont phone them.
Looks like either the lug hole is to wide or the spring bar is to thin or bent
That problem + their response = return for money back + formex
Shame. I was seriously thinking of a c63 shortly but know I wouldn’t be impressed with dismissive customer service like that 🫤
I do not have this problem on my Christopher Ward watch. That being said, it is absolutely unacceptable. Send it back at once. Demand a new replacement or full refund.
Shame. I was seriously thinking of a c63 shortly but know I wouldn’t be impressed with dismissive customer service like that 🫤
The disconnect between their friendly marketing language and the dismissive tone of their customer service was quite jarring. It was like I was dealing with a completely different brand.
Yeah, its wierd, I had an issue with my CW and sent it back to the UK from France to have it serviced. The whole process could not have been easier, I spoke to them a number of times all very professional, they paid all the shipping costs + repair. I cant believe they didnt treat you with more respect/understanding.
I only skimmed this comments section, and I feel like I'm dumber for it. They think it's user error based on whatever you told them, and you think it's manufacturing error. Sending it to them would solve both. They probably already offered to take it back, or would have if whatever they heard didn't sound so much like user error to them. Frankly, even the video here looks like user error, so I'm not surprised they suggested looking into it more before sending it back for your own convenience and theirs.
If they think it's user error, why would they want to take it back. It's used now. So it can't be sold as new and if OP broke it he may have to ship it from Australia to England which, even if they eventually concede and refund, seems like an awful lot of effort. I once sent a part for 1000€ back to the seller, after all was paid for on my end I may as well have kept it and taken the hit on repair because it wasn't worth it. It's a risk when ordering from overseas, sure, but CW could cut him some slack and not be so "process driven" as my HR department would probably say.
If I was in charge of CW I would just put an endlink (which attaches to the band via screw) in an envelope, ship it to him (would likely make it past customs easily due to low value) and, unless the lug is faulty, probably all would be good once that's replaced. Whether it's the lugs or band can be probed by flipping the bracelet, if the same side wiggles it's the lug, if the other side wiggles it's the endlink.
I wouldn’t immediately cancel CW over one person’s experience. I’m not one of these guys who is going to immediately assume that the OP is a jerk either. If you read the guys post, he obviously isn’t just complaining. The response from CW is absolutely unacceptable. They should have offered an exchange right away. I’m not picking sides but it’s kind of weird how so many people here are:
Willing to write off CW completely, because of one random dudes experience on WC (though I can understand having second thoughts and I’m not saying that the OP is wrong in any way)
Willing to throw the OP under the bus and assuming they are just being an ass.
So many people basing their opinions on zero evidence and it’s sad. Take this post for what it’s worth. A fellow cruncher had an issue with CW and their response wasn’t great.
“I reached out to CW Customer Service and explained the issue in great detail with photos, and their advice was to view their strap-changing instructions video on the website or alternatively “take to a local reputable jeweller who will be able to fix this for you.”
This is what he contacted them with, and this is what HE stated was offered. Nothing about sending it back. Nothing about him declining to do so. Simply that this was the solution that they recommended and/or offered. There’s simply no need to troll that.
There you go. Copied and pasted as requested.
Thank you! You just confirmed he still has it (which means he refused to return it). So now he has three options:
CW reaches through the phone and fixes it.
Take it to a jeweler
Return it. https://www.christopherward.com/int/returns-policy.html
Can you guess which one I recommend?
So whenever a person recommends to send something back,they sound like they work for CW. Yeah, that makes complete sense.
No. You’re assuming that the OP is the problem. Everyone is so quick to jump to conclusions either way and it’s just weird.
Also, it was a joke. People take this hobby too seriously haha.
No. You’re assuming that the OP is the problem. Everyone is so quick to jump to conclusions either way and it’s just weird.
Also, it was a joke. People take this hobby too seriously haha.
I never assumed anything about the OP. I am recommending he sends it back.
Thank you! You just confirmed he still has it (which means he refused to return it). So now he has three options:
CW reaches through the phone and fixes it.
Take it to a jeweler
Return it. https://www.christopherward.com/int/returns-policy.html
Can you guess which one I recommend?
Never said he didn’t have it. Simply asking you to substantiate your claim of refusal to return it. Your number 3 option was never discussed in the original post. You’ve still not demonstrated a refusal on his part. Just saying that he still has the watch doesn’t mean refusal. You are obviously being an internet troll, so just stop. It’s really not necessary
Never said he didn’t have it. Simply asking you to substantiate your claim of refusal to return it. Your number 3 option was never discussed in the original post. You’ve still not demonstrated a refusal on his part. Just saying that he still has the watch doesn’t mean refusal. You are obviously being an internet troll, so just stop. It’s really not necessary
Sorry, but no matter how much you want to prove your point, the fact is, he kept the watch and preferred to post a thread rather than send it back.
Nothing more we can do here. It's up to him now to resolve this.
The bracelet snaps back in place and the pin is definitely in the lug hole. I’ve removed and put it back several times and it snaps back in place each time.
Was it like this when you got it or did you remove the bracelet and then find out there was a problem?
It arrived like this.
@finiteprowls sorry to miss this man. If you are having trouble you can always message me here or email me Michael.pearson@christopherward.com
See what we can do.
Mike
Thanks everyone! I’ve now decided I will be returning the watch. To those wondering why I held on to the watch rather than sending it back straightaway - we don’t really buy stuff with a view to return them, right? We buy stuff because we want them. And so returning is the last resort given all the hassle that entails.
I just had exactly the same looking issue with my new Zelos. Turns out the quick release bar was very slightly bent. I have no idea how and it was just by a small about but rather than mess around and send it back I just tweaked it and all is good now! Sorry to to hear you are having issues with CW customer support. I had a terrible experience with them too but I love my C60 Pro and I am glad I stuck with it. Only you can decide what is best but if you love the watch consider keeping it, if not you have the option to send it back.
Bent pin?
it looks like one end of the pin is not in place. Try to wobble it in all directions, not just back and forward.
Did this happen since the first day or do you have the watch from quite some time? maybe you drop the bracelet and something got bent.
I had a similar experience with Formex, my brand new Reef came with a misaligned bezel and the email response from Rafael Granito Formex CEO was, "more expensive brands have worst misaligned bezels" according to him mine was under tolerance specs. After multiple emails complaining he accepted to take the watch back and "fix it" they didn't and I got 1 month without my watch just to get it back and still misaligned.
I can't wear my Formex anymore, I can't stand seeing that bezel misaligned and remember the worst customer experience for a watch that is till this day the most expensive one in my collection.
My recommendation is: try to wobble it till you get a positive "click" in both pins if you still do and the playing, take it to a watch maker to get another opinion, then if you think it should be repaired under warrantee, try to contact CW again and provide the watchmaker feedback.
I have a CW C60 and sometimes if a pin does not "click" I get the same playing, it's just a matter of adjusting the bracelet correctly.
Hope this help
Long Island Watch. Marc and the whole team are awesome. They once sent me a new watch, without even asking to get the first one back for a faulty crown.
Your 100% Just got an email from LIW regarding all their new Islander range.