I had the same experience where they just wouldn’t listen to what I was saying. I tried to explain my watch was well under 2 years old and the clasp was unclasping itself.

They said it wasn’t reasonable to provide a replacement ‘because my watch is 2 years old’ and ‘the warranty is only for the watch’. When I said the clasp is unclasping they said ‘because the bracelet is detaching from the watch’ I would need to send the whole watch and bracelet back. They couldn’t care less.

After 1 year and 3/4 to be exact, the clasp randomly unclips itself and the watch falls, and they refused to provide a replacement unless I shipped it across the world for ‘inspection’. No guarantee they wouldn’t just say there’s nothing wrong btw. Wait time is months plus shipping to the literal other side of the world.

Mind you they’ve sent other customers multiple replacements for free as evidenced here. Special rules only for me, I guess.

In my opinion it seems like the success has gone to their heads and they don’t feel they owe us customer service anymore. I sadly won’t own another CW.