The Breitling Watch Source Forums

Joseph, thanks for clarifying what was going on. Definitely losing ten minutes a day is not "accurate" by any stretch, and I can understand your unhappiness with that. As Roff pointed out, given that it was losing, rather than gaining, making sure the watch was being fully wound would be the first course of action. If it was, and it was still losing, then definitely sending it to BUSA (Breitling) would be in order. I'm still unclear as to the service issues. Did Lissette work for the dealer, or BUSA? If BUSA, then I'm with Roff: I don't get why she would have you call the dealer. Once they send it on to BUSA, it's out of their hands. Also, why did you have to make so many phone calls to begin with? And, have you been given any indication of what was wrong with the watch? Maybe you can fill us in a little more.

winding was done and it was worn for a week

I had to call a couple of times to find out how to return and get permission to return, I had to call at least 3 times to receive acknowledgement that they received it. I had to call to find out what they were doing with it and the most resent call was to see how long they thought it would take. No one has ever tried to be proactive and call me. Lissete is from BUSA, I had called to see when I could expect my watch back and found her very uninterested in helping.
Am I being unreasonable? I spent a lot of money on what I thought would be a great product and have received nothing but frustration and a lot of wasted time trying to get answers.
This is not an issue with a watch I have had an opportunity to enjoy, this is brand new and defective from day one.
Am I venting, yes.

I don't think you're being unreasonable wanting your watch to work properly, or expecting good and attentive service if it doesn't, although dismissing the entire brand based solely on this experience strikes me as throwing out the baby with the bathwater. Breitling is generally a high-quality brand, but occasionally things go wrong with the watches, which is why each one comes with a warranty (assuming you bought it from an authorized dealer). I imagine when this is all said and done, you will get the watch you paid for, and it will be in working order. Hopefully, this will all be an unpleasant memory, although that doesn't make it any easier to deal with right now.

My understanding is your watch was assigned to a specific CSR when it went into BUSA. If that isn't Lissette, then you might ask to speak with the specific person to whom your watch was assigned. If that is Lissette, and she isn't being helpful, then ask to speak with a supervisor to see if you can get more answers. Or, just wait a few weeks, and the watch will likely come back, good as new and working properly.

When a watch is sent to BUSA for warranty work that work is given priority and as JacksonStone indicated there is a dedicated representative assigned. Something is obviously not right with the communication, but communication is a two way thing and I have to say that your posts here haven't always been communicated with exceptional clarity - we have only just established that the watch ran slow and was fully wound - we still have no idea what the AD said, what BUSA said, etc. That makes it harder to provide you with our thoughts and advice and it may be making it harder for BUSA to assist.

If you bought a new car and it had to go into the shop for several days right after taking delivery and the service department showed no concern you might question the whole brand. For clarity the short story is a new watch that does not keep time is not what you would expect. Is their any excuse you would find reassuring for not only a defective product but poor service?

I don't think anybody here is saying you shouldn't be frustrated by the fact your new Breitling is not working properly. And nobody here is saying Breitling isn't obligated to make good on the problem and fix your watch. How you go about getting the best results from BUSA is another matter. While the service reps should be doing a good job from the get-go, you can also do things to facilitate the process. We're trying to help you, but if all you want to do is vent and argue with us, there isn't a whole lot we can do.

It really sucks having issues with a brand new watch... I had a broken chrono function on my M1, when I tested it after I brought it home from the AD.
I suspect a customer buggered it up while on AD display... Anyway, BUSA replaced the entire movement after I sent it back a second time, and never had any problems since. First time they returned it quickly, second time took what seemed like a lifetime.

I had some serious doubts about Breitling quality back then, but I didn't give up on the brand.
The M1 is my daily tool watch, and has suffered through serious shock and abuse. Still keeps amazingly accurate time, and I use the Chrono function often in my work.

I cut BUSA some slack, because I also deal with customer returns in my job, and know that there is only so much work that can be done with the amount of resources that the Company will provide.

Hope your problem is resolved to your satisfaction.

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Chrono Avenger M1, Ti- yellow dial, on Pro II Ti bracelet.
Avenger Code Yellow LE, on Diver Pro II strap, w/arabic dial.

Maybe if... I could understand the meaning of your post?

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Time is everything.
Collection

Breitling Steel Superocean Heritage
Breitling Ti Seawolf
Breitling Ti Aerospace Le
Bulova Gold Accutron

@OP - OK, thanks for the additional information. Losing 10 minutes a day is entirely unacceptable and obviously indicative of a problem, but poor customer service is IMO even worse. Without making excuses for Breitling (as they sure as hell don't need me to do that!), with the best will in the world, occasional issues can occur with any semi-mass-produced mechanical item - I personally can accept that to a certain extent. However, how the company deals with the issue when it does occur is entirely in their own hands, and that is not remotely up for debate as far as I'm concerned.

That said, my own experience of warranty claims (and this goes for both watches and cars) is that the company usually just cracks on and repairs it, and doesn't necessarily feel the need to explain what caused the problem as most people don't seem to care : they just want it fixed. My local BMW dealership is a case in point : they take the car in, they do the repair, and they tell me when it's done. Nothing more.

However, you are well within your rights to expect confirmation of receipt of your watch by BUSA, and if you specifically ask to be given an update, they should damn well give one.

My experience with BUK has always been faultless. One call to ask how to send it to them, a written note from them confirming receipt of the watch including a timescale for fixing, a phone call from them once the repair is done and requesting payment, and the watch delivered back to me shortly thereafter. If BUSA aren't doing things to at least the same standard then you have a perfectly valid complaint.

If I was you, I'd play this one along and keep a log of every call you put in to them, the responses (or lack of) that you get, the timeline, etc, etc, and once it's all concluded put a comprehensive letter together for the head of Breitling USA. Send a copy to Breitling SA as well if you want. As I say, poor customer service is unacceptable at the best of times, but when it comes to luxury goods it's even more paramount - hell, that's part of what we're paying for!

But lastly I just want to say that while you are quite rightly irritated on this occasion, Breitling watches are usually quality products, and their customer service is usually generally very good. If you decide to stick with the brand once you get past this less than perfect start, hopefully you'll see they are as good as you hoped they would be.

Good luck and keep us informed.

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Driver8

Site Moderator

I sent my Chronomat 01 back to BUSA four times for the same repair. Each time, Lissette was the representative assigned to me. She was always helpful and was happy to update me on the status of my repair. Furthermore, she put me in contact with the watchmaker who was actually repairing my watch when I said I wanted to speak with him. Therefore, I find your story very hard to believe. I have a feeling your communication towards her may not be coming off very kindly.

That being said, your watch clearly has an issue and you have every right to be upset about it. I hope BUSA is able to resolve it quickly.

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Chronomat 01- Sierra Silver/Steel
Navitimer 01- Limited Edition #1337/2000

Though that itself is a bit concerning, no?

My point was that after Driver8 asked for more info there was a lot of 'piling on' which you pointed out with your comment. I was agreeing with you and suggesting that it wouldn't exactly encourage a new member to share.

Me too, Lissette was my assigned rep and she couldn't have been more helpful. I would email often, politely, and within 24 hours ALWAYS got a reply email or a phone call. When my watch was ready to come home, she called me to tell me. The point is, I sent a detailed letter with my watch explaining what I wanted done, asking for it to be done as soon as possible but noting I knew this would take time, etc... Every couple weeks I sent an email, "Well, Lissette, here is my semi-weekly "bug you email." Any word on where we stand or an estimate on when I might see that watch again. I hope you had a great Holiday, but tell that watchmaker to lay off the excess eggnog and get back to work! haha. Thanks for continuing to take care of me......."

She was great.

IDK sometimes in my own work I find people perceive the same client or vendor very differently. And when someone calls me up with an attitude, I'm in no real hurry to respond.

I do hope you get your watch back and the problems resolved. But remember, BUSA monitors this site and when you out by name an employee you could be putting that person's job in jeopardy.

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SHARKMAN

My point was that after Driver8 asked for more info there was a lot of 'piling on' which you pointed out with your comment. I was agreeing with you and suggesting that it wouldn't exactly encourage a new member to share.[/quote]

And I was one of the "piler oners". My sincere apologies to the OP.