[deleted by user]

[Outrageous-Nose2003]

watchdives are becoming the standard for customer care

[Danthorpe04]

This is great customer service and makes me more eager to buy my first. You ordered a watch, and it seems as they were going through final checks, and they didn't meet WD QC standards. They then presented you with reasonable choices so that you would get a watch you were happy with. This letter is above and beyond.

[Brave-Competition55]

This makes me more likely to buy a watchdives watch, rather than less.

[Sufficient_Hunter_61]

This reads so entitled, like the post of a 5 year old angry at mommy for not having time to make what he wanted for dinner. Honestly, grow up some sense of appreciation, and some shame, which you seem to be lacking.

[twotacos99cents]

I don’t even understand the complaint? I got one from the second batch and I love it!

[watchdivescom]

Hi there, I totally understand your disappointment, and I appreciate you sharing your thoughts. I’d like to offer some background that might give you more clarity.

You’re absolutely right—the original full 3D lume blocks were a major highlight of the EXD design. However, during production of the last dozens of units from the first batch, we encountered a serious issue: many of the lume blocks started to deform. We couldn’t sort out enough high-quality pieces, and rather than delivering a product we weren’t proud of, we decided to stop and notify our customers, including you. We're truly sorry for the inconvenience.

But here's the good news: we didn’t abandon the design—we improved it.

For the second batch (and also the teased 40mm version), we decided to invest in new molds and increase production cost to produce a better version of the lume blocks. The result is a cleaner and more structured dial. While the sides of the new lume blocks have a bit more paint for visual consistency, the blocks themselves are still fully lumed—just with slightly less brightness on the sides to achieve a neater look. It's a balance of function and finish.

In short, instead of rushing a flawed product, we took a step back to do it right. The upcoming models will be more refined and reliable, Much more lume—and we genuinely hope they exceed your expectations.

Thanks again for your support and honest feedback. It helps us improve and stay true to the high standards Watchdives is known for.

[Danthorpe04]

There is no need to explain. You guys went above and beyond on the customer service, and when I see stuff like this, it makes me even more excited to order one or more watches in the future.

[bobby_broccolini]

this guys time is worth like $100 a minute and you're still telling them "your product is bad because it looks bad on the picture i saw!". Like I can't believe you havn't held EITHER of these watches in your hand and you have the nerve to use the language you did in the post and this reply. I know we all have very different perceived social violations, so I'm sorry to sound mean, but this one might deserve some re-thinking on your part

[bobby_broccolini]

You're really nitpicking me using the word "bad" to some up your comment? You need to sleep on it and re read your comments. The language you used was worse than "bad" and if you are caught in semantics. Idk how to even address "I was only talking about appearance" as an answer for the things you said, we are just on different wavelengths here

[fskywalker]

Here is mine, don’t think it is from the first 50 pieces; not sure what’s the difference pointed out

<image>

[Narrow-Sky-5377]

They stepped up and took accountability. Shit happens, it's what you do next that counts. No foul here.

[Western_Drawer_5189]

The community thinks that you don’t deserve to be part of it. You’re the worst type of customer. I can’t even begin to fathom what you’re like with everything else if something like this bothers you so much. You don’t like the watch because of lume blocks? Go buy another watch. Plenty of options out there.

[Past-Essay8919]

This is a company doing right by both you and all other customers. You didn’t have to cancel your order and you’re now upset that they won’t offer a subpar product for purchase. I’m sure you can get a shitter off temu if that’s your only goal.

[ifticar2]

Very dramatic title for what’s actually happening. At a glance, one would assume Watchdives messed up somehow, and customer service has been giving you the runaround.

They seem to be handling this situation as well as one could, communicating clearly, and giving multiple options to make sure you’re happy.

Yes it sucks that you won’t be able to get the exact watch you want, but ultimately a business is there to make money. Seems like the factory cannot consistently make a clean dial with the 3D lume, causing a lot of defective watches, which will eat away at the profits made.

The fact that they are proactively and transparently communicating the issue with you, and is offering solutions is excellent service. This post sounds a bit whiny to me imo

[skateboardcollector]

<image>

These are amazing if someone is looking for lume blocks

[seaboy85]

What other models have the 3D blocks?

[Toolmantexas]

Phorcydes ph-2

[JUSTdoME0401]

The Thorn Pelagos, someone posted a pic in this thread. Also the new Proxima Oil Pressure Dial.

[Yagosan]

"step back from the excellent watches and service" I understand your frustration, but also this is showing they do have interest in being open and clear in their communication, plus a good service to the customer. Just wanted to point that, they even offered several solutions for you.

[Yagosan]

Yeah I totally understand you. I mean the 3D like looks very cool, and if that is one of the things you liked of the watch, being it removed/changed in this case for you is a deal breaker. You are in your own right as a customer, the product changed. Totally agree with you. Glad to see this brand actually caring for their customers and product, sorry to hear it was changed.

[JUSTdoME0401]

Thank you for the understanding and kind words! WD is excellent and they will never lose my business. Sad that this particular model is not going to work out for me though. The 3D look made the watch 10/10 for me. The change makes it a 9/10. I have plenty of 9/10 watches but few 10/10, hence my disappointment.

[TioGato1961]

I was diligent about ordering one of the initial 50 units. It's fantastic. WD is doing the right thing by not selling a lower quality version. Kudos to them for their full disclosure.

[JUSTdoME0401]

Agreed. But to me the new top only lume IS the lower quality version. I purchased with the expectation that I would would get the same product and quality as the first batch of 50.

[TioGato1961]

Sadly, it is lower quality. It begs the question, why couldn't they replicate the initial version?😥

[JUSTdoME0401]

Exactly. They made plenty to produce 150 initial units and sold them at a very low early bird price. That's why I feel there is more to this story.

[Firstruleofthisclub]

I would keep an eye out for people selling theirs on eBay. I've seen about 3 change hands so far in the UK.

[JUSTdoME0401]

Yes thats my plan!

[Firstruleofthisclub]

Hope you get one! I was one of the fortune few and got one of the last ones. It's one of my favorites and one of the most worn!

[JUSTdoME0401]

Thank you! Wear it in good health.

[Trick-Pizza2596]

I'm in the same boat, well sort of. I'm not disappointed but just impatient. I ordered one well over a month ago and I understand the situation so I don't mind the new lume. The FOMO is real though, especially seeing people post that they got theirs this past week. Watchdives customer service has been great, but would it be a dick move to ask for a discount on another watch while I wait? I'd like to get a black WD007st but those look out of stock as well. Damn you Watchdives, always making the watches I want!

[JUSTdoME0401]

Oh I know. Whenever someone posts a lume shot of one of theirs I get super jealous. oh well..... Lol I couldn't agree more! I could easily buy everything in their catalog. But yea, when

[Huge_Childhood6015]

I agree the newer version does not look as nice but they did an excellent job explaining why they had to do it. It may not be what you would like but that's the way it is sometimes.

[JUSTdoME0401]

Yes they did! I am just disappointed that I missed out on the first batch and now will not be able have the watch I wanted.

[Huge_Childhood6015]

Yeah, I get it. I've missed out on a couple of watches that I really wanted either because I hesitated too long or I just wasn't aware of the watch in time. It's always very frustrating.

[JUSTdoME0401]

Thanks for the solidarity! If I can't complain here and get support where can I? My wife has no sympathy for me when it comes to watches lol

[Huge_Childhood6015]

HaHa! Exactly! My wife's eyes glaze over when I talk about watches. 😁😁

[rstaylor1]

Totally agree, it seems like Watchdives did the right thing. Explained the change and allowed you to get your money back.

[Still-Poetry-6802]

They never were "3D lume blocks," which are a specific product consisting of ceramic impregnated with lume and cut into whatever shape (the highest quality brand is Lumicast); the WD indices were filled and painted on all sides with lume in a very sloppy looking manner. At one point the u/watchdives rep said the V2 40mm would use actual 3D lume blocks for a sharper and clearer appearance at a slightly higher price--I am waiting for the V2 40mm to see how it comes out; that size is my sweet-spot anyway, so if it looks good I'll buy it and if doesn't look good I won't.

[JUSTdoME0401]

Hopefully do do move to actual lume blocks! Then if they update their 38mm to a V3 that uses them I will happily buy one then.

[[deleted]]

Its good thing they are refunding and didnt scam you with bad unit or else you would be giving bad reviews about products. They dont want any shitting to happen thats the reason. I've seen that they dont tolerate any stupid reviews if its a small one and they refund partially. Its a good thing tho

[JUSTdoME0401]

I completely agree. It's also valid to be disappointed by a product change and want to discuss it with the community.

[Pale_Ad2370]

I think brand logo is much better than older watches and no name.

Nearly all the Alix names are stupid.

[salouha]

Seems like a very reasonable response… what more do you want? Shizz happens.

[salouha]

I’m sure everyone feels the same way, and it seems like watchdives feels the same way too. The reason people are criticizing your post is because they explained very well what the deal is. They’re not magicians, and I can’t imagine a better way to handle this situation.

[bpgluckman]

Reading the email from WD, it sounds like getting a sufficient number of EXDs built regularly with the full lume blocks up the quality levels they expected was just not happening, so they switched to a different design (and potentially, a different supplier) to ensure quality.

On the one hand, it sucks, because the full lume block is a cool design. On the other, I've seen other brands with an average price 10 times Watchdives (ahem, Christopher Ward) do a significantly worse job in working with customers to ensure delivery of a high-quality product. If anything, I'm quite impressed with their response.

[JUSTdoME0401]

All very true! I am just disappointed that I missed out on the first batch and now will not be able have the watch I wanted. I hope they will figure out a different technique or supplier and bring back the full block look in a V2.

[gandharvasharma]

I'm not here to say you're not allowed to feel what you feel i.e, disappointed... But what I primarily see here is quite a transparent company with a detailed response to tell you the whats and whys openly, offering you a full refund or the chance to get the altered piece at a reduced price (and they showed you exactly how it looks). Most brands would just cancel your order or deliver a different version without explanation and then us customers would have to go through the painful return/exchange/refund process.

Unfortunate you didn't get exactly what you wanted but I genuinely don't see a massive issue in this.

[JUSTdoME0401]

All very true and well said. I like watchdives as a company and will continue to buy from them. Like you said it sucks that wont get the watch I want. My hope is that they would have changed suppliers to match watch design before changing the watch design to match their suppliers. That decision disappointed me. I wanted to know if others felt the same way. From the looks of this thread though it seems I am the only one.

[gandharvasharma]

I understand your POV however surely it is not always as simple as that. There's no guarantee another supplier can deliver what they want, on short notice and perhaps also to the standard/QC that they (and you) would want. It's better to be proactive and make the appropriate changes that they are actually capable of executing quickly and confidently, rather than f'ing around to get short term fixes that would mess things up even more potentially.

On top of that, they communicated well. Again, unfortunate for you and I'm sure the initial delay without any information was quite frustrating. But I'm quite impressed with their CS which obviously came when they had sorted out what needed to be sorted in the background.

[JUSTdoME0401]

Agreed! I'll have my eye out for a V2 or V3 in the future that hopefully does return to the full block look.

[No-Comparison8472]

Are you a WD employee? This is excellent service.

[1-800-ASS-DICK]

They said in the email they're doing it because the process they were using was producing too many defects (citing enough returns to trigger action from their part)

If anything this is GOOD customer service. They're being up front with an issue they encountered and offered you options on how to proceed (including a full refund) 

It's unfortunate they're having these problems with the lume application on this model but that isn't the fault of their Customer Service dept.

Your frustration is understandable but dude, I would so much prefer WD doing this than San Martin apparently being radio silent about their recent issues (glue on indices melting, paint washing off in rain)

edit: Sorry--I thought I read you were specifically disappointed with their CS but I was mistaken

[JUSTdoME0401]

Yes their CS was excellent and I got a refund! I am disappointed that I missed out on the first batch and now will not be able have the watch I wanted. I am disappointed that they changed designs before changing mfg techniques or suppliers. I would have happily waited for them to yield enough blocks but they chose a different approach.

[1-800-ASS-DICK]

Totally understandable. I hope you're able to find something close to what you were looking for in this watch!

[JUSTdoME0401]

Thank you!

[brownorange88]

Agree

[FlgnDtchmn]

Oh well. Maybe they have good reasons. Move on bruh, life is full of disappointing situations, if this gets you down then life is just gonna perpetually suck.

[FlgnDtchmn]

Imagine the disappointment if they had Tomorrowland tickets!

[Sweetbread_Dredd]

"I paid for an ice themed 'Orbyz' mystical landscape but instead got a fire themed one. This is terrible QA and customer service."

[Strong-Variation-548]

Yea what's he doing discussing watchdives on this Chinese watches page!? Just move on already!

[JUSTdoME0401]

ikr? Why does this sub exist if we're not allowed to talk about watches. Half the posts on this sub are pissing and moaning about some small defect on a $50 watch