To ring in the new year, we’ve been busy coding some new features. You’ll notice some messaging changes. Many of these changes are based on client feedback. We’ve added more functionality to our status system, with major improvements including:
- Automatic Reminder Messages To Send Your Watch In – We all get busy, this new system will help with that. If you haven’t mailed your watch within the queue reset time period, the system will now send a reminder to do so approximately 14 days after you’ve submitted our Service Request form. It will follow up again at the 4 week and 8 week marks. Our service ticket expiration is now 120 days.
- Automatic Service Ticket Expiration of 120 Days: Unused Customer ID’s will now automatically expire at the 120 day mark (versus 180 days previously). If you do not send in your watch before the ticket expires you will receive a message that the Customer ID has been cancelled and it will be deleted from our database. This only applies to tickets that were opened but a watch was never sent in. If you’ve sent in a watch, there is no expiry.
- New Automated Status Messages: While your watch waits in queue you will receive 2-3 A-OK status messages, depending on our current turnaround times. These will happen at the 3 week and 6 week marks and if our queue is out past 10 weeks, at the 8 week mark. These are in addition to our non-automated statuses, which also happen as your watch progresses through the various repair stages.
- Bounced Message Check: Many email providers like Yahoo, AOL, Hotmail, and Outlook have strict filters that will not only miscategorize an email as junk or spam for containing words like “replica”, they will block the email entirely. This means that you will never receive the email, not in your inbox, not in your spam folder, even though the message was sent. While we ask people to add us as a contact, many either do not know how or don’t do it before filling out our form. Our server will now check for bounced, blocked and suppressed messages. If it finds a message that did not go through it will attempt to send the message using our sanitized email account. If you did not receive the original email, you can expect this email to be in your inbox 24-72 hours after you filled out our form.
As always, we appreciate your business and we look forward to serving you in 2026!
The RWR Service Team