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BUSA Customer Service
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Author:  vintage [ Tue Dec 06, 2011 10:26 am ]
Post subject:  BUSA Customer Service
Bought a previously owned Breitling the other day and it arrived with the wrong owners manual included. I emailed my BUSA area rep to see if they had the correct manual I could purchase or point me in the right direction for getting one. Got the following reply:

"Unfortunately Breitling USA does not have additional instruction manuals for the watches, just one per watch is sent to us from Switzerland. The only way to obtain one is to have a Breitling authorized retailer order one from our sales department."

So, since I don't have a local Breitling AD, I phoned the closest one to ask if they could get the needed manual fully expecting it would have to come from Switzerland. I gave them the model number and serial number and they called BUSA while I held on the line. BUSA said they had it in stock and would mail it out immediately. The AD said they should have it by the end of the week and would call me when it arrives and charge me just for the shipping.

So why the song and dance from BUSA about one per watch? Are BUSA and the Sales Department different organizations or just don't know what the hell each is doing? They could have said you need to order through an AD without the excuses. I used to be a customer service manager and that kind of stuff just bugs me. Vent finished. :?
Author:  FEAR [ Tue Dec 06, 2011 10:35 am ]
Post subject:  Re: BUSA Customer Service
if they gave one to the people who called, all the fake watches would come with real papers, the are rep is a go between the store and busa, he wouldn't handle that anyway, I'm actually surprised they sent it to the store frankly. i guess cause you had serial number.
Author:  sharkman [ Tue Dec 06, 2011 10:38 am ]
Post subject:  Re: BUSA Customer Service
FEAR wrote:
if they gave one to the people who called, all the fake watches would come with real papers, .



Good point!
Author:  vintage [ Tue Dec 06, 2011 11:20 am ]
Post subject:  Re: BUSA Customer Service
We're not talking about fake watches we're talking about a known customer with a geneuine Breitling with proper ref and serial numbers asking for an owners book. I'm not asking for a COSC certificate or replacement warranty book which could show authenticity. The point is there was a time not that long ago when all you had to do to get an owners manual was request one from BUSA. I've gotten them before and even got free boxes when I asked for them. If Breitling was worried about people putting together mismatched paperwork or fake watches they would do something about all the crap on ebay. Each area of the country is assigned a rep and that's who you generally deal with when calling up there. Mine has gone from being helpful in obtaining owners manuals, limited edition information, or service information when asked, to being a stone wall. There really isn't much point in calling up there anymore.
Author:  Novacastrian [ Tue Dec 06, 2011 11:54 am ]
Post subject:  Re: BUSA Customer Service
Here in Australia we can get replacement COSC certificates and manuals by quoting the serial number on the watch. The only thing we can't get is the warranty book. All i had to do was call Breitling Australia and they ordered them from Switzerland (for a fee).
Author:  46crew [ Tue Dec 06, 2011 3:25 pm ]
Post subject:  Re: BUSA Customer Service
vintage wrote:
We're not talking about fake watches we're talking about a known customer with a geneuine Breitling with proper ref and serial numbers asking for an owners book. I'm not asking for a COSC certificate or replacement warranty book which could show authenticity. The point is there was a time not that long ago when all you had to do to get an owners manual was request one from BUSA. I've gotten them before and even got free boxes when I asked for them. If Breitling was worried about people putting together mismatched paperwork or fake watches they would do something about all the crap on ebay. Each area of the country is assigned a rep and that's who you generally deal with when calling up there. Mine has gone from being helpful in obtaining owners manuals, limited edition information, or service information when asked, to being a stone wall. There really isn't much point in calling up there anymore.



I'm with ya Paul. It's been hit or miss with them. I had some great service with watches, but got a lot of red tape on other issues. As you stated, you were just asking for a manual, not a COSC or warranty. I don't see what the big deal is for them to send one. Just my two cents.
Author:  chris c [ Wed Dec 07, 2011 3:20 pm ]
Post subject:  Re: BUSA Customer Service
I'm not a fan of BUSA's customer service either. In fact, I would agree with the "stonewall" comment. They weren't helpful at all. My local AD was more helpful. Although I haven't bought a watch from my local AD I've had my watches serviced by them and the folks there are very courteous and helpful and have communicated with BUSA on my behalf with positive results.
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