The Breitling Watch Source Forums

People! Help! I need some help and advice.
I recently sent my wonderful Montbrilliant Olympus in for needed repairs. It is my first Breitling and my first interaction with this service. I shipped my watch in its original case (mistake). Following the repair my watch was sent back in a small shipping padded pouch and no sign of its original case. They have no indication on their paperwork that the watch was actually in a case when they received it. And of course if the paperwork says so - it must be so. Finally abandoning email attempts to elicit cooperation I called the facility. No help - in fact the level of down right snottiness was shocking. They could care less and refuse to consider that they may have made an error. The manager wouldn't even come to the phone. I am being completely reasonable and just looking for what may have happened. If the paperwork says.... then it is..
So...aside from this post being my only means of communication about this situation - anyone have any ideas? I would think that a product such as this with a price paid for excellence would come with the same level of excellence on the customer service side. Hardly. The DMV is easier and more friendly.

Did you send your watch to BUSA in Wilton, Connecticut? I have more experience with them than I care to share, but this location's customer service has always been top notch with me.

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

I THINK I have read in the past that Breitling ask that you do not send the watch in the original box for service as it will not be returned. I might be confusing the policy with a different company, but I think this is the situation.

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-RJ

Thanks.
Yes BUSA in Wilton. Ignorance not being an excuse I was not aware of the no case request. In my email and phone discussions no one ever indicated this and told me that if I had sent it in it would've been returned...I did and it wasn't. But the worst part of all of this is the attitude from these people. I truly am shocked and makes it extremely discouraging to buy more than the two I have.

HOF19, I'm really shocked to hear how you were treated. Your experience couldn't be farther from my interactions with BUSA. Sure, I'm pissed that my $8,000 Chronomat 01 hasn't worked properly from day one, but there is nothing negative I can say about the way Breitling has handled the situation each time I've sent it in. Maybe you just got someone on an off day.

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

I won't add much, but I will share yet once again that my personal experience with BUSA was terrible. I called them 3 times and got 3 different answers about the condition of my watch and what they were doing....the experience was so bad that it has definitely had a major impact on my attitude towards Breitling and my hesitation to purchase new timepieces from the company.

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PAM359, Omega PO Big Size, 1951 Omega Seamaster, Rolex Sea Dweller

BUSA treated me like s@#$ i sent them my new seawolf to regulate and it came back with a big scratch on the endlink. when i contacted them about it all they would say it was there when i sent it to them. B.S. the watch was perfect when i sent it to them. so for now on if i have to send them my watch i will take pics with a witness of the condition of the watch, plus the last watch i bought (3 weeks ago) was an omega it would have been another breitling. When a company treats me like this, they just lost me as a customer. Steve

I have a watch at JLC service in Texas right now and so far my experience has been exactly the opposite. When I had a question about the estimate, I called, got a human right away. She said she would look into it and get back to me in a few hours, which she did. I've continued to email back and forth with her throughout the process and it's been great.

I had a similar positive experience with Ulysse Nardin. They even repaired a watch for me that wasnt under warranty for free.

Is this true that Breitling USA will not return your original box? Did anyone actually get your box back after service?

I just sent in my Seawolf with all original papers and all original boxes I did called in prior to sending it in and the lady ensured me that whatever I send in will be returned. this really worries me...

UPDATE: Well amazingly a package was on my doorstep yesterday from BUSA. Inside was my original case, my original warranty booklet and copy of my original purchase receipt. All items previously reported by BUSA to have never been with my watch when sent in for repair.
Am happy it was returned but appalled at this entire interaction. I am left to believe my Facebook post on their page and the posting here prompted action. So whoever and however - thanks

Some additional details:
Following several email exchanges where I politely and professionally refused to give up on my request for better answers and effort in locating my items responded as follows:

Please be advised that we are not in the position to replace the case and warranty card for the watch that was sent to our facility in November 2010. The box and warranty card were not sent in when the watch came in for repair. We did receive a photo copy of the warranty card and COSC certificate which we would be happy to forward to you.
Best Regards,
Denise Pelliccione
After Sales Service
Regional Coordinator
BUSA
206 Danbury Road
Wilton, CT 06897

Following this response she blocked my email address.
SHe would not take my phone call nor would the manager come to the phone when I called.
ANother customer service rep with an amazing attitude provided me the same answer 6 times. That being our paperwork indicates no box and warranty booklet were received so we are unable to help...
Exhausting.

Still leaves me very very concerned about any future service needs.

Thanks to all.

So they basically refused to talk to you? Some service they provide. File a BBB complaint, and maybe send a complaint to Breitling SA in Switzerland about the way you were treated.

I'm glad you got your stuff back, but it appears you had to be the squeaky wheel in order to get it done. You shouldn't have to do that at the prices you pay. (Frankly, I don't think price should have anything to do with it; this is bad service even if you were dealing with Wal-Mart.) Yours is just one story, and purely anecdotal, but it's just another check in my "Don't buy Breitling" column, which is growing by the day.

That's a hallucinating story

If I were you I would report it to Breitling Switzerland with copies of e-mails and/or letters.

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- This is Ghost Rider requesting a fly-by. - Negative Ghost Rider. The pattern is full.

Wow! I haven't had any negative experiences with BUSA but this reminds me the infamous letter in The Rainmaker -

"We have denied your claim on 7 prior occasions in writing.We now deny you for the 8th and final time. You must be stupid, stupid, stupid!"

I think the author of that email will have some explaining to do. BUSA and Breitling, SA monitors this site ALL THE TIME.

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SHARKMAN