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My Email to Busa-Edited down 3 times before I clicked "send"
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Author:  sharkman [ Sat Feb 11, 2012 1:12 pm ]
Post subject:  My Email to Busa-Edited down 3 times before I clicked "send"
Lissette,

Unfortunately there are serious problems with the watch.

First, they polished down the bezel and took out all the black enamel from the bezel numbers and minute ticks. But they left the enamel on two minute ticks on the bezel. How is it possible no one noticed that? And why would they remove the enamel without my approval?

Much bigger though, they left a screw loose I believe in the keyless works or likely just the set screw that holds the stem in place. The crown unscrews to position one and you can wind the watch. It pulls out to position two and you can change the date. It pulls out to the third position and the stem is extremely unstable. You can reverse the time, but cannot forward the time and when you attempt to forward the time, the stem and crown falls completely out!

Suffice it to say I am very disappointed, but it would be unfair not to note the new dial, crystal, and hands are very well done. Still, I expected much, MUCH more from BUSA.

I am going to keep the watch running on the winder or my wrist for a week or so just to make sure it is otherwise operating correctly which it seems to be so far and keeping acceptable time. Then I will use the Breitling certified watchmaker at my AD – Ganem Jewelers, because I can get it back much sooner. Of course that will cost me more money, but I’m not inclined to ship it off to CT again for a couple month wait.

YOU have been a delight to deal with and I thank you for that. But I am shocked the repair folks and QC could let this watch ship in the condition it was in. IF anyone had bothered to pull the crown all the way out, the condition would have been obvious. Even if the time forwarded and the stem and crown did not fall out, the wobbly stem was evident. And the issue with the bezel was obvious to even the untrained eye.

Regards,
___________
Author:  mboverst [ Sat Feb 11, 2012 1:22 pm ]
Post subject:  Re: My Email to Busa-Edited down 3 times before I clicked "s
Well said and to the point without showing emotion. Hopefully they will do something to rectify the problem.
Author:  sharkman [ Sat Feb 11, 2012 1:38 pm ]
Post subject:  Re: My Email to Busa-Edited down 3 times before I clicked "s
mboverst wrote:
Well said and to the point without showing emotion. Hopefully they will do something to rectify the problem.



A Breitling Golf Bag would make it even. Or even The Book safe. :lol:

Based on the nature of the problem and some additional reading I've done it won't be a costly fix - it is the set screw for the stem and if I had an ounce of guts, I'd take the case back off and just tighten the screw. But I don't want to mess up my one year service warranty.
Author:  jeffk30 [ Sat Feb 11, 2012 1:48 pm ]
Post subject:  Re: My Email to Busa-Edited down 3 times before I clicked "s
One of my watches will need a full service this year, and this makes me REALLY reconsider my initial plan of NOT using my local ADs watchmaker who is "Breitling Certified" and shipping directly to BUSA for service, thinking they would be superior. I'm very new here, but I've never heard of a problem like this with a freshly serviced watch. Is this pretty uncommon? In the US we have several service centers, are any known to be superior to any other?
Author:  sharkman [ Sat Feb 11, 2012 2:07 pm ]
Post subject:  Re: My Email to Busa-Edited down 3 times before I clicked "s
It's hard to say. We tend to hear about the fails only. I had a full chrono service on a Skyracer and they did an absolutely perfect job. But this one was an epic fail both mechanically and cosmetically. Suffice it to say I got more and more angry as yesterday wore on! 50% doesn't work for me.

My AD's guy did a perfect job on the issue with my pre-owned Blacksteel Blackbird.
Author:  Twotone540 [ Sat Feb 11, 2012 2:10 pm ]
Post subject:  Re: My Email to Busa-Edited down 3 times before I clicked "s
:soapbox: We're mad as hell.....And aren't going to take it anymore :soapbox:
Author:  sco [ Sat Feb 11, 2012 2:19 pm ]
Post subject:  Re: My Email to Busa-Edited down 3 times before I clicked "s
I'm really glad you wrote this letter! I hope something good comes from it. Keep us updated... By the way I forget to mention that the Shark did look really nice, I hope you enjoy it when it's 100%.
Author:  mikepor21 [ Sat Feb 11, 2012 2:30 pm ]
Post subject:  Re: My Email to Busa-Edited down 3 times before I clicked "s
i tried to find an email address on the breitling website for a question, but couldnt find any contact info?
Author:  sharkman [ Sat Feb 11, 2012 2:39 pm ]
Post subject:  Re: My Email to Busa-Edited down 3 times before I clicked "s
mikepor21 wrote:
i tried to find an email address on the breitling website for a question, but couldnt find any contact info?


Call the main number and get transfered to someone in service. Make sure you get that person's email.
Author:  johnnyboomboombuck [ Sat Feb 11, 2012 3:30 pm ]
Post subject:  Re: My Email to Busa-Edited down 3 times before I clicked "s
Nice job, Tom. Truly an unnaceptable situation.
Author:  Scott [ Sat Feb 11, 2012 4:09 pm ]
Post subject:  Re: My Email to Busa-Edited down 3 times before I clicked "s
I sent an old Chronospace to BUSA for new hands, dial, crystal, stem, and a full regular service. They said 6-8 weeks and it came back in 8, in fantastic condition. They're certainly capable of good work, but obviously they had a big QC gaffe here.

I would expect something like this to be rectified quickly by Breitling. I'd be surprised if you didn't get a phone call from Lissette. Then a quick promised repair and return, assuming there is no obscure part issue mechanically.

As an example of good service, the Sinn I'm wearing now is actually the second one received. The first had enamel missing on the 35 minute section of the bezel and the dial and movement moved when I set the time. I called Watchbuys, the distributor for Sinn in the US, and explained the problem. They emailed me an overnight return shipping slip to return the watch in the box in came in. The next day they called to confirm they had the watch and saw the problems. They offered to send me a new watch, and asked if I still wanted it. I had my new watch the next morning. While the circumstances are clearly different I would expect BUSA to provide a similar degree of concern and attention.
Author:  sharkman [ Sat Feb 11, 2012 4:20 pm ]
Post subject:  Re: My Email to Busa-Edited down 3 times before I clicked "s
Scott wrote:
I sent an old Chronospace to BUSA for new hands, dial, crystal, stem, and a full regular service. They said 6-8 weeks and it came back in 8, in fantastic condition. They're certainly capable of good work, but obviously they had a big QC gaffe here.

I would expect something like this to be rectified quickly by Breitling. I'd be surprised if you didn't get a phone call from Lissette. Then a quick promised repair and return, assuming there is no obscure part issue mechanically.

As an example of good service, the Sinn I'm wearing now is actually the second one received. The first had enamel missing on the 35 minute section of the bezel and the dial and movement moved when I set the time. I called Watchbuys, the distributor for Sinn in the US, and explained the problem. They emailed me an overnight return shipping slip to return the watch in the box in came in. The next day they called to confirm they had the watch and saw the problems. They offered to send me a new watch, and asked if I still wanted it. I had my new watch the next morning. While the circumstances are clearly different I would expect BUSA to provide a similar degree of concern and attention.



I'm sure she will call as she has in the past and I expect BUSA would step up quickly. The issue is do I want to go to the hassle of shipping it, waiting, etc... when I can zip over to my AD in 15 minutes, hand Rebecca the watch and a detailed note for the watchmaker and likely zip back over in two weeks to pick it up? It helps that the watchmaker will likely get an email from one of the brother owners to place it close to the top of the line.

This also answers another question that comes up from time to time - Do you really need a relationship with a brick and mortar AD? Answer - Yes.
Author:  KMG [ Sun Feb 12, 2012 3:06 am ]
Post subject:  Re: My Email to Busa-Edited down 3 times before I clicked "s
An excellent letter Sharkman. I was shocked to read about the QC problems - quite frankly it's just not good enough. I was really pleasantly surprised at what a good aesthetic job they had done to the watch, just such a shame that the QC failed on the more 'basic' matter. Hope you get it sorted soonest.
In this case :lingsrock: did not rock :cry:
Author:  Driver8 [ Mon Feb 13, 2012 4:29 am ]
Post subject:  Re: My Email to Busa-Edited down 3 times before I clicked "s
KMG wrote:
An excellent letter Sharkman. I was shocked to read about the QC problems - quite frankly it's just not good enough. I was really pleasantly surprised at what a good aesthetic job they had done to the watch, just such a shame that the QC failed on the more 'basic' matter. Hope you get it sorted soonest.

Completely agree. Aesthetically (apart from either the lack or enamel left on the bezel and/or forgetting to remove all of it :roll: ) it looked like a great job well done. However, the QC issue is just unacceptable. How can "professionals" miss something like that. It smacks of a "rush them out the door" mentality, and it makes me wonder how they actually treat the watches while they're in for a service! :shock: Not good at all.
Author:  wrangler [ Mon Feb 13, 2012 11:12 am ]
Post subject:  Re: My Email to Busa-Edited down 3 times before I clicked "s
A new bezel would be nice. Is that part of what you'd have your AD do?
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