Customer service experience with WoW

So I thought I would share an interesting customer service experience with Lior's company. I bought this watch a little over a year ago:



I really liked it. It was a classy looking watch with a 'neat' second time zone feature. So about 6 months after I bought it, I noticed it had stopped while on the watch winder. I have another watch with the same movement on the same winder and it has never failed. So I sent it in.

A few weeks later I got it back. Got a nice little letter telling me they changed the winding wheel. Sure enough it was staying wound on the winder. I took it on a business trip a week later and noticed it was losing significant time during the day, something like 20 minutes. So back it went. This time though WoW paid for the shipping, nice of them.

A few weeks later I got it back. Movement had been serviced. Was keeping good time, was staying wound on the winder, but wouldn't you believe it, the seconds hand was loose. Had some 'slop' in it. If this had been an Invicta it would have been fine, ETA movements on Invictas are allowed to have 'slop' in them. If this wasn't enough I noticed that the dial had 2 dents on it. So I call WoW again, they sent me a prepaid UPS label and off it went again.

Got it back again a few weeks later. This time I immediately checked everything. The dial was brand new, but son of gun, wouldn't you know it, the seconds hand was still loose. Then I noticed the minute hands of the two time zones weren't synched and to add to the mess, the two pushers to move the hour hand on the second time zone were stuck. They wouldn't allow me to increment or decrement the hour hand. I talked to WoW again, they profusely apologized.

At this point I felt I had been quite patient, but my confidence in getting this watch back in perfect working order was gone. Even if they did fix it, there would always be doubts in my mind. So I asked if they would let me send it to Oris, give me an exchange, or at least store credit for the full purchase price. The gentleman I was working with was very understanding and said he would do what he could. My preference was store credit, my 'want' for this watch was gone. Well, WoW emailed and told me I could get store credit for the full purchase price, and I'm ok with that.

Long story short, I have some money over at WoW that I'm going to use to purchase my next watch, I've been looking at Baume et Mercier, Clerc, and ML pieces all around the price I paid for this watch. Should be pretty close to a straight up trade. All in all I'm satisfied, though my confidence in having my watches serviced by WoWs watchmakers is shaken.

1. They admitted their mistakes.
2. They took responsibility for said mistake.
3. They tried to make it right by you.

That's just about all I need with regard to customer service.

Glad it worked out in the end even though it was a Hell of a time you went through! What time frames were involved from you sending it in and it being returned to you?

Sounds like they really tried. Glad it worked out. Even better. . .a new watch!

Can't say it wasn't frustrating, cause believe me it was. It was probably about August when the watch started bouncing back and forth between me and WoW. Each time it stayed with them 3-4 weeks and a couple of times it stayed with me maybe 2 weeks before it went back. So about 5 months total.

Fortunately they were very friendly and understanding every time I spoke with them, and they always payed for shipping.

The one and only time i bought from wow, the watch arrived with the bracelet broken it was just hanging of one side. You could clearly see that the watch was a return, it reminded me of the crap i would get from shop nbc. Anyway they kept screwing things up trying to fix the problem, i was told a new one had been shipped and after 5 day's i called to find out where the watch was and they had never shipped it!! after they told me it would go out 5 day's prior. That was enough for me, i told them to stick it and give my fricken money back!! I havent been back since. Steve

It's too bad there seemed to be so many problems with that watch Azteck,
because it REALLY looked like a keeper. Guess sometimes things just aren't
meant to be though. Was very interesting hearing the play by play of your
experience with WOW. Sounds like they tried to do the right thing the whole
time, and the store credit at the end of it all was nice too. Now you will have
the freedom to pick out another cool watch, and hopefully there won't be
any problems with that one.