The Breitling Watch Source Forums

Well I have had to send my skyracer back to BUK this is the third time for warranty work
The first time it was losing 9 minutes a day
the second time this was only 3 weeks ago when using the chromo the watch stopped
I received the watch back a week ago and now the date wheel will not change fully it only goes between the numbers.
I did call BUK and they were very apologetic and have told me that they will turn the watch around in 3 weeks
Not sure if I should call when they receive the watch and complain about the quality of the movement
I was not sure if the movement was faulty and maybe requires a new movement instead of constantly repairing it
Is this normal to be having this many repairs in less than 2 years
Any thoughts or opinions would be great
Thanks in advance

Obviously not normal, but not connected issues either. I don't think that there is a need to replace the movement, the latest issue is likely caused by incorrect reassembly of the movement rather than the movement itself. Mechanical movements are really nothing more than a collection of independent parts so replacing the damaged part(s) should address the issue if the watchmaker doesn't make a mistake.

Sounds like BUK have more work on than technicians to cover off the demand. If it’s an incorrect assembly then I would have questions regarding their QC.

3 weeks is too long for a turn around. Obviously they are way too busy. As you have been there once before, I would put you on a priority list for a return in under one week. In fact, if you wondered in there at your leisure, I would have the matter seen to on the spot, regardless of current work levels.

BUK need to turn your disappointment round into a positive.

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Jim

"You have Control".

I wouldn't want a 'repair while you wait'. That would show a complete disregard for any quality at all. You can't disassemble, diagnose, clean, reassemble, oil, regulate, time, correct, etc in 24 hours let alone "on the spot".

I would not be so forgiving, but you misunderstand my point anyway.

I am not saying it would be fixed on the spot. What I am saying is that if it is known you are dropping into a Service Centre at some stage (when it’s convenient for you) then; making up for what is most likely a service oversight causing considerable inconvenience to the owner would be at near the top of my list as a Service Manager. Attention to your watch fault would be a higher priority for me, so instant expert analysis on the counter and an agreed methodology for repair would ensue without delay. It just depends on how motivated you are to pull out all stops and get a fix sorted in a minimum of time and customer inconvenience.

It’s not difficult to attend to, and the more we excuse these situations from occurring the more these instances will occur. It would come as no surprise that this level of attention is an opportunity to win back someone who will be less willing to come to your establishment in the future, if 3 weeks turnaround is all you can offer. It’s not rocket science. Frankly, I would be embarrassed taking a call from a customer with a problem like this and then indicating that the only turnaround I could offer was 3 weeks, as the words would be ringing in my ears as they left my mouth.

I grant you that it could be the customers fault, that’s possible (sorry Bobby69, I don’t mean you). But it’s probably a minor issue related to the previous service work. It may take longer than a ‘while you wait’ scenario, but that was not my point. 3 weeks to revisit the watch when it could be a fault with assembly, observation and the inspection process needs to be addressed, and I would go out of my way to ensure the customer is fully satisfied with timing the rework as a cornerstone of the service I provided. Perhaps an oversight or a missed tick point, and things do happen in life (that’s for sure), but this type of error is all too common. It’s not just in this case; it’s wide spread in other service related industries too. So I would expect and demand a higher level of attention.

Serves as a reminder to all service providers that delivery is just as important as technical content. What actually happened in this case would be an interesting tale. Perhaps Bobby will keep us informed.

Bobby, I hope you get your watch back in a satisfactory condition and I would hang out for goody bag full of nice things from BUK once this is over.

_________________
Jim

"You have Control".

thanks for the promo replies
Going into BUK is not an option as i live to far away
I was thinking about calling them on thursday this will give them enough time to receive the watch and get it booked in
I will keep you informed of the outcome of this phone call

Dear Member,

I had a simpler problem with poor quality control with my seawolf and Breitling UK thankfully they sorted it out under warranty.

please see post's under the heading Gutted after service warranty !!!!! and you will be able to see for yourself.

I am happy to say I have my watch back and am very happy with the result I have to agree with Roffensian who is always good for sound and wise advice on all things Breitling

Regards

Wally Wharton

3 week turnaround is considered prompt by any major watch brands' standards - Breitling, Omega, Rolex et al. (Said with fingers crossed as I ready my Navi 01 for its BUSA spa visit - if I get it back in 3 weeks with resolution of the issue, I will be delighted).


Sent from my iPhone using Tapatalk

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SHARKMAN

That’s OK Bobby. Mailing is your only option by the sounds of it and that’s cool. The only problem with mailing in your watch is that you can’t see the whites of the Service Managers eyes when he explains the reason for the fault……….. As you can tell, I am no apologist.

I just hope that there is no additional damage from the sticking date wheel and that they can resolve the issue quickly for you and at no cost to you. 3 weeks is OK IMO for a fresh service but rework needs to be on a priority. 3 weeks is way too long in this case. After all, you are the only person to be inconvenienced so far and you have to suffer delays to get your watch fixed a second time.

If they treat you as though it’s something that they’re responsible for from the get go, and it proves to be something that’s not their fault, then they will win you over forever. That’s how you build a business’s reputation. You treat customers as always being right in the first instance and you empathise with their concerns ahead of your own business requirements. Best of luck with it.

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Jim

"You have Control".