Christopher Ward - Bel Canto, further delays
Just got an email about my Bel Canto from CWard
That watch was ordered in December 2022 and in January 2023 I got this.
"I am now pleased to confirm your watch will be delivered to you in September.
The manufacturing process of your Bel Canto will commence in June with assembly, QC and final regulation happening in August."
Ok so 9 months from Ordering to receipt, ok, not ideal but I can handle that.
In August 2023 (one month before delivery) I get this
"I am contacting you personally about a delay to your C1 Bel Canto.
As well as being a stunning example of elite horology, the Bel Canto is an incredibly complicated watch to produce and we have experienced some problems in achieving the quality of finishing of the bridges to our exacting standards.
I’m pleased to say that our technical team, working with our manufacturing partners have overcome these difficulties and we’re now able to increase our production numbers.
However, we are quite a long way behind schedule, meaning there will be a delay on the original date provided to you. Your new delivery date, I can confirm, will now be Jan 2023."
Today I get this email
"I am writing to let you know that your Bel Canto has been further delayed slightly and will now be ready by Mid-Feb. I know this is frustrating news, for which I apologise.
To make the despatch of your new Bel Canto as rapid and frictionless as possible once we have completed our quality checks, I wanted to give you the opportunity to complete the purchase a little sooner than is usual. To this end, within the next week you will receive a further email guiding you through the final payment process."
So after 14 months I still havent got my watch, and now they would like me to pay the balance of just over £2000, apparently this is an "opportunity" for me to part with 2 big ones.
At no point have they said, have a free strap, get an extended warranty on us, get your first service FOC, do you think Christopher Ward are in trouble? This seems like an awfully long wait for a UK watch to the UK.
Rant over
Christopher Ward - Bel Canto, further delays
Quote:
Originally Posted by
acg
I don't have the patience for pre-orders and that last email would have me asking for the deposit back tbh.
This. I can’t help but feel they’re setting you up for disappointment after so much anticipation.
I accept there’s not much else out there as interesting for the money but I’d be telling them where to go with talk of opportunities to complete purchase sooner than expected. I wonder whether they’ve already lost quite a few buyers and are trying to nail down the ones that still haven’t jumped ship.
I would also expect some form of remediation, as per your musings, OP, it’s just good business.
Christopher Ward - Bel Canto, further delays
I wouldn’t be paying the 2K upfront.
It allows them to delay and delay and as you have paid for it, they are hoping you won’t pull the plug on your order as you have cash in it already.
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Christopher Ward - Bel Canto, further delays
Apart from asking for early payment which wasn’t part of the deal I don’t really see much of an issue here to be honest. It all depends on the terms and conditions when you placed your order but I suspect your deposit secures your watch and the price. If not, then early payment certainly will protect you from any potential price rises.
Currently, AnOrdain want you to pay to join their waiting list with over a year before you even get to choose which watch you wish to buy! I paid upfront for my Dornblüth without knowing how long my wait would be be apart from an estimate of 9-14 months. I paid for my Yema Wristmaster with in house Microrotor movement via Kickstarter as an upfront payment and then waited 18 months including an annoying 6 month delay. I suppose what was key were my expectations being managed from the start and that the companies were transparent with what was happening.
Delayed delivery is always annoying but when getting a unique and special watch then sometimes allowances need to be made and if the company is keeping you up to date then your only choice is to either wait or ask for a return of your deposit and step out of the queue.
Christopher Ward - Bel Canto, further delays
Quote:
Originally Posted by
tobywatches
I think the issue is the patronising tone of the email giving an "opportunity" to pay early. It's not an opportunity for me to part with my money earlier than is necessary, especially when their track record suggests they don't keep their promises.
The tone should have been contrition at least or more acceptably an offer of a bonus by way of a thank you for remaining loyal in the face of delays.
This thread will certainly make me think twice about buying direct from C.W..
If this is the way they treat customers buying their most expensive watches how do they treat the ones they can more readily afford to lose?
Not sure I agree as I find tones in emails to be difficult to decode correctly due to people’s own biases. I have already commented on their request for payment and so won’t repeat that.
I still don’t see CW as doing anything untoward or different from other companies in similar situations. I certainly don’t see them as being untrustworthy or treating people badly. In my dealings with CW, I have found them to be very customer focused with good service. Bear in mind that the OP has ordered their most unique and complex watch which has gone beyond their wildest expectations regarding its popularity and with which they admit they are having difficulty in managing this demand.
I see them as being very open and transparent in their communication and as I say a delay is always annoying and frustrating when ordering a new item. However, I feel that this demand for some kind of compensation is a little opportunistic to me because if you were that offended by being told of the delay and believe the company to be treating you badly then you can walk away and claim your deposit back. I am sure someone will be more than happy to take your spot and wait!
Christopher Ward - Bel Canto, further delays
Quote:
Originally Posted by
number2
I'm always comfortable with a watch I can read the time - at a glance with, if I can't I'll not bother wearing it.
I can definitely see a big hand and a little hand.
Once the watch becomes familiar you will instinctively know where to look.