WoW Customer Service Experience

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.

Great of you to share that. I've always liked WOW; I'm glad you got a good result, though it must have been frustrating to return the same watch that many times.

Really cool resolution though. Not bad at all.

Get 15 Invictas... 5 each of 3 different models... Cause thats how we roll...

surely one of each model will be working...
return the ones that dont and then use that return money to purchase 3 Imperious... Keep the one that works and spend THAT return money on 3 Invicta II's... if one works keep it and return the other 2... use that return money for some super glue and watch tools.... any left over pick up a giant ass yellow Invicta case... WhooHoo.

you end up with 5 watches... the glue to hold the fake screws on and the tools to fix what breaks... and you can keep them all in a water tight dust proof box so your 5 new timepieces will stay running.

Imperious is the only model that ShopNBC carries that brings the following to the table: *SNORT*

swiss made
hand assembled
superluminova
sapphire crystal.

aligned bezels are extra. *SNORT* if you will. and of course everything on the watch is expensive to make and massive and heavily machined with great attention to detail.

Sux that you had so many issues. Great theynare so accommodating!

iwasbanned wrote:Imperious is the only model that ShopNBC carries that brings the following to the table: *SNORT*

swiss made
hand assembled
superluminova
sapphire crystal.

aligned bezels are extra. *SNORT* if you will. and of course everything on the watch is expensive to make and massive and heavily machined with great attention to detail.

Everyone should have 5 of them....

Haters do not realize why the bezel doesnt line up...
When the watch quits working you pull the bezel off and flip it over... pull up the triangular panel and it becomes a sun dial. Its this fine attention to detail that places them on top of the watch world... And never leaves a customer unable to tell time... unless it breaks at night but with Superluminova it doubles as a flashlight and lets you find your backup. Orgasmic

There is some seriously funny stuff in this thread.

This Post should people that it isn't the fact that a product can experience problems, any product seller/maker can have problems. It is how the problem is handled that makes or break a Company's reputation for Customer Service.

Car Dealers do it. Appliance Dealers do. My local Jeweler does it and WoW does it. ShopNBC and Invicta could do it, but chooses not to. Shame on you Invicta. Shame on you SNBC. Shame on each of you.

Congratulations WoW. Lior, may your business continue to grow as well as your reputation for fair play with Customer Service. You'll get more of my business.

bc

A bit upsetting that their watchmaker is a doofus.

I'm sorry, call Rebe.... wait. What?

I've had pretty good luck overall with WoW's service department. Two problems for me on two different watches... they went in at the same time and were returned 2 weeks later... both fixed right the first time.

My experience with Wow/SWI Customer Service has always been prompt and positive

boscoe wrote:My experience with Wow/SWI Customer Service has always been prompt and positive

that may change if a certain bone head moves there.

Not sure if I would want some guy from WOW working on my Oris, but I guess that is what happens when you buy grey market. I still believe that Lior is as much a shill as the rest of those TV vendors, but it is nice you had your problem resolved, (sort of).

That's the difference on buying say a Rolex or an Omega gray, with open papers... I have both brands (purchased gray)and both were serviced by Rolex and Omega under warranty, no question asked, one single trip to their service center, problem-solve.
Lior's gray brands issue is that they are mostly outdated models bought in bulk with no manufacturer warranty to begin with, their 5 years warranty works only if you service the watch with their in-house staff and it looks like they are not up to the task... bet if you had eat the bullet and sent it to Oris instead, we'll be reading a very different story....

I bought my Speedmaster from them in 1999, and had an issue within the first year, and Omega handled the warranty repair without any questions.

I've since bought 3 watches from them, while only keeping one, but got great service each time, especially with their handling the returns at no cost to me whatsoever.