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What would you do?
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Author:  mister_mustard [ Wed May 26, 2010 6:52 am ]
Post subject:  What would you do?
Please forgive the long and whining post but I really need some advice guys.



Long Version (skip down for the Short Version)

    My wife bought me a Chronomat Evolution (brand new from AD) as a wedding present last year and I love it – I genuinely couldn’t be happier with the way it looks. But this is a tool for professionals, right? So I should be equally happy with the way it works. Only, it doesn’t.

    While on honeymoon I did notice a few times when it was wildly slow but, as we were passing four timezones over four weeks I put this down to errors in setting it etc. It was only when we got back that I began monitoring its accuracy and I noticed it was randomly losing large chunks of time (thread here). Sad as I was to be parted from my watch, I sent it back to Breitling and received it back 2.5 weeks later. I was disappointed to be without it, but happy with the turnaround and glad to be told the problem was solved.

    To ensure that it was now working perfectly I kept a close eye on it and then discovered that there was still a problem (thread here). So, I sent it back again and this time had to be without my watch for 4 weeks. This was worse than the first time: I really missed it because of the sentimental value.
    I got it back about four weeks ago and all seemed well. As of yesterday the watch had lost 6.97s a day (so, just outside COSC) but, I was so happy to have it back, I thought I could live with that for a few years and then have it serviced. I just didn’t want to be without my wedding gift again. At this point I told BUK that I was disappointed with having to have the watch seen twice so quickly and they sent me a very nice letter explaining what had been done and a free pen.

    This morning – to my horror – it’s happened again. Exactly the same problem with the upper chrono button stopping the watch. I started the chrono without looking, felt it click, then checked it again a while later to find the whole watch stopped with the chrono not even engaged.

    So I have to send it away. For the third time. I only got it from my wife on 4 July so I’ve been without it for about 15% of that time already. Another four weeks is just so disappointing; plus I don’t even trust that the watch will be fixed because they’ve had two chances and it just seems cursed.

    I’m not knocking Breitling as a company here. Their customer service literally couldn’t be better but this is a £3.5k watch and it’s just not doing the job. I don’t want to wear it as jewellery; I want a COSC-accurate watch that has a reliable chronograph.

    I had plans to buy a second watch this year and was drooling over the new superocean but I just don’t want to end up with another lemon. At the time of buying the Evo it came down to a choice between it or an Omega Speedy Date (3211.30.00). My fiancé and I agreed on the Breitling but I am now seriously wondering if we made the wrong choice.


Short Version

    Had Breitling for less than a year (wedding present from wife)
    Has been for two services due to recurring problem (total: 6.5 weeks)
    Problem has happened again
    Don't want to be without watch again



This isn’t acceptable is it? So, what would you do and what should I, realistically, expect Breitling to do?
Author:  Roffensian [ Wed May 26, 2010 7:14 am ]
Post subject:  Re: What would you do?
Unbelievable.

As we all know, these are mechanical objects and things can go wrong - they shouldn't, but they do. This watch clearly has something very unusual going on that is affecting it and I suspect that Breitling have been unable to determine the exact cause of the problem when it has been sent to them. They have therefore given the watch a full service and tested it. All perfectly reasonable, except that the underlying problem remains and I think that the only way that the problem will be found is a complete strip down and examination of every part - there is something very odd happening and I have no idea what it could be.

Any issue with binding should have been easy to spot and solve with the warranty. The chrono will change (fractionally) some arbor angles and that can cause different symptoms with the chrono running than not running, but again an inspection, clean and lubrication should address that.

In your position I would be contacting Breitling and insist that they replace the watch, I think that you have been more than tolerant. I can see how that may be problematic for you as the watch was a wedding gift so perhaps a complete movement replacement would be appropriate. I would also ask for a complete replemcent of crown, stem, tube, pushers, etc as the problem is clearly tied to the chrono.

So sorry to hear of this.
Author:  kstone [ Wed May 26, 2010 7:49 am ]
Post subject:  Re: What would you do?
Frustrating, and I can certainly relate - my first Breitling was a gift from my wife. After about 6 months, I would notice that the hour and minute hands would stop moving, but the seconds hand would continue without missing a beat. Returned it to the AD, off it went to BUSA, and I had it back after 2 weeks. The very next day, off to BUSA again, this time for 4 weeks. The first time they only performed a basic service, the second trip it received a full service.

While I didn't like the idea of parting with that particular watch, I did tell the AD when I picked it up after the second service that if it happened a third time, I wanted a new watch. The AD was in complete agreement and said that they would be more that willing to accomodate my request. Luckily, it never came to that. The full service solved the problem, and I haven't had any issues with the watch for the last 18 months or so.

The whole experience did make me hesitant to purchase a second Breitling considering the problems with the first. But I'm very happy to report that I have never encountered the slightest problem with my second Breitling.

Unfortunately I think it just boils down to bad luck sometimes - just like any other manufacturing environment, bad ones get through on occasion. As long as the customer service is there to rectify the situation to your liking, you shouldn't let it tarnish your love for the brand.

You should express your concerns with the AD. I would think that under these circumstances, they would be more than willing to provide a replacement.
Author:  onewatchnut [ Wed May 26, 2010 7:56 am ]
Post subject:  Re: What would you do?
Sorry to hear about the problems you are having. :cry:
The chrono is operated by a pinion that takes its power from the fourth wheel of the time train. If something in the chrono mechanism is preventing the chrono sweep from moving, it will stop the watch. :shock:
Hopefully, they can fix it this time.
Author:  Kid Vegas [ Wed May 26, 2010 7:58 am ]
Post subject:  Re: What would you do?
I would have at agree with Roff, I would demand a new watch. This is 3 times in a year, you’re supposed to wear this thing for decades after all.

I’m sorry to hear about the sentimental value of your specific piece, but I’m sure you’re wife doesn’t want you wearing a 4k bracelet either. Best of luck, would love to hear how this turns out.
Author:  bozman52 [ Wed May 26, 2010 9:58 am ]
Post subject:  Re: What would you do?
I had to send my B01 in twice for an issue with the chronograph. I found Breitling's customer service to be extremely favorable, as I had a direct line to several people inside the company. Thankfully, my watch was fixed after the second trip, but I can see where you would be getting extremely frustrated after the third time. At this point, I think it's perfectly reasonable to ask your AD for a new watch and let them deal with Breitling. If the AD isn't receptive, I'd go straight to Breitling. Based on my experience with BUSA, I have to think they'll make it right.

-Craig
Author:  andrew692003 [ Wed May 26, 2010 12:44 pm ]
Post subject:  Re: What would you do?
Simple really, stick to your guns and get it replaced! They should be responsible enough to see there's a big problem with that watch and do whatever possible to keep you happy. You are entitled to ask for a refund or a replacement(probably the latter) as this watch is not fit for purpose!

I am in retail and we would replace any product that was giving that kind of bother especially if we couldn't tell you what the problem is. Kick up a stink because no one wants to deal with unhappy customers in the retail industry and you do have rights.

Cheers

ps I hope none of my customers read that!! :shock:
Author:  Palantas [ Wed May 26, 2010 1:07 pm ]
Post subject:  Re: What would you do?
That sucks. I'd be asking for a new one at this point. I hope things work out for you.

mister_mustard wrote:

...and they sent me a very nice letter explaining what had been done and a free pen.



Pics!
Author:  mister_mustard [ Thu May 27, 2010 10:59 am ]
Post subject:  Re: What would you do?
Thanks for the responses guys: as ever, helpful and supportive.

Seems like a consensus on asking for a replacement. It's a tough one because then it wouldn't be 'the' watch I wore on my wedding day but it should be more likely to solve the problem and I think that's preferable to being without the watch again. I like your idea of a complete movement replacement Roff but I guess we then get into the whole thing of how many bits can you change before it isn't the same watch any more anyway (presume hands and sapphire etc will all get replaced one day)

I'll put my dilemma to Breitling and see what they say.

There is a slight issue with the AD in that I bought it from one a fair distance* away because they offered a better deal but I used my local AD to send it back for repair because. Not sure it's fair to ask the AD where I didn't buy it to front-up for a replacement as it wasn't their stock but then the original AD doesn't know the history. Again, I think I'll contact BUK direct and explain the situation.

Thanks once more to all who've replied: opinions on whether I'm being reasonable are invaluable.
I will report back what happens.



Palantas wrote:
Pics!


Here you go.



* I bet our American cousins wouldn't consider 30miles any distance at all!
Author:  GZGym1 [ Fri May 28, 2010 4:57 am ]
Post subject:  Re: What would you do?
This thread really sucks. I really feel your pain. Its such a special piece to you but at the same time it should def be working right. In my opinion I think you should take some time to yourself and really think about what you feel you need to do. Maybe a movement replacement as suggested, maybe a replacement watch, maybe another try and getting it fixed. I think in this situation only you can answer what the right thing to push for is.

On a side note, I do not think you are being ridiculous at all!

Good luck with everything!
Author:  mister_mustard [ Fri Jun 04, 2010 3:35 am ]
Post subject:  Re: What would you do?
An update:

I have spoken to a very helpful lady at BUK who tells me that they can't simply replace the watch without their Service Department looking at it again. I was suggesting that they post a replacement to my local AD so that I could just swap them (I don't expect them to just send me a watch because I ask!) but, apparently, it's a no-go.

She was suitably apologetic but I'm still faced with being without it for yet more time (to add to the 6.5 weeks of absence in less than a year).

I'm not going to do anything immediately as it's our anniversary in a couple of weeks and I'd rather, in the short term, have a watch that occasionally malfunctions than no watch at all. It's a real shame that I have had to make such a choice though! After this I'll send it in and - if I've got to be without it anyway - I might do as Roff suggested and get the movement replaced. I just worry that I'm the sort of person who'll spend the next few years nervously expecting the issue to manifest itself again. This isn't what I envisaged when initially receiving the watch from my wife.

It's pretty sad that I have gone from being an enthusiastic exponent of Breitling to all who would listen, to feeling let down by their product and wary of its future performance. I bought my wife an Omega watch for her birthday a few years ago and it has performed perfectly ever since. While I am glad that the problems were with my watch rather than hers, it doesn't make for a flattering comparison.

To be honest, if I didn't think it would upset my wife, I'd be giving serious consideration to simply cutting my losses and buying a watch a can rely on from another company.

Sorry to vent guys but it is bloody frustrating. I'd welcome any thoughts or comments.



PS I got a Diver Pro II for it yesterday so I hope I don't end up getting rid of the Evo all-together or that'll have been a waste!
Author:  andrew692003 [ Fri Jun 04, 2010 5:18 am ]
Post subject:  Re: What would you do?
Well I'll tell you what I think!

You come across as too mild mannered and not wanting to cause a fuss, nothing wrong with that but it won't get you anywhere especially over the phone.

You don't have to be rude but either visit your AD or pick up the phone and tell them plain and straight that the situation is not good enough and if they won't replace the watch then you want your money back!! You are not being unreasonable and at the same time you are giving them a choice to make. Be direct and to the point with them, there's nothing wrong with that.

Go on, get back on the phone you really do need to sort it out ASAP. If your AD thinks they can get away with fobbing you off they most likely will.

Remember and update us. Good luck.
Author:  mister_mustard [ Sat Jun 05, 2010 11:41 pm ]
Post subject:  Re: What would you do?
I hear you pal and thanks for the advice.

It's not quite that simple though: I didn't buy it from my local AD so I can't really expect them to swap it and I haven't been to the AD where I bought it since I actually bought it (the salesman left shortly afterwards and it was his helpfulness that had been the main factor in going there) so they don't know anything about all of this and I doubt they'll be willing to replace it.

The whole thing is also complicated by the fact my wife bought it for our wedding. If I had just bought it myself and for no particular reason, I'd be going ape by this point but the missus feels bad about it and I don't want to upset her further. I also don't really want to cut my losses and just get rid of it because of the sentimental value if you know what I mean.

I guess part of it is also the fact that I bought into the whole idea that Breitling were a superior company with superior products and I'm doing everything not to admit I might have been wrong :(

Maybe I need to write to Grenchen and ask them to explain why they expect me to be without my watch again in addition to the 6.5 weeks already.
Author:  andrew692003 [ Sun Jun 06, 2010 6:50 am ]
Post subject:  Re: What would you do?
Okay, guess you don't have many options then. If you don't want to part with the watch then you are probably at their mercy, all you can probably do is ask the question why should you have to wait. I suppose you could also try and seek some compensation but I doubt wether or not you would get that either.

I'm kinda lost for ideas now tho, keep us posted tho. Would be good to hear the outcome.

Cheers
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