The Breitling Watch Source Forums

I guess this is another flavour of the comments that Driver8 made about catalogues, but I'm really started to get annoyed by some watch brands. Last time I checked we are in a severe global economic downturn, and that means that buyers with money are rarer than they have been in the last few years.

Knowing that, and having been 'spoilt' by the way that Breitling treat me, I have expectations when I contact watch companies asking for information that they will treat me in a way that makes me 'welcomed' to the brand. However I am not finding that to be the case, and that really concerns me - not just the way that I'm being treated, but also the fact that the arrogance of watch brands is alive and kicking.

I know that people can contact companies for information when they have no intention of buying, but that's the cost of doing business, and if the flip side is that there are posts like this, well it's likely a cost worth paying.

I contacted IWC a couple of weeks ago asking for a catalogue to be mailed to me. They advised that they didn't mail catalogues to Canadian addresses and that I would have to visit an AD. That to me is unacceptable - my nearest AD is a 6 hour round trip. Now, OK I do that trip for work, but that's not the point. Still, I went in to the AD and was told that they didn't carry catalogues and therefore couldn't give me one - again, completely unacceptable. They'll sell me any number of watches costing tens of thousands of dollars, but they can't give me a catalogue.

So I contacted IWC Corporate again explaining the situation and stating that it was (in my opinion) unacceptable. I got an automated reply that said, quote "We will do our best to process your inquiry as quickly as possible". I've heard nothing more.

I contacted JLC at the same time and the experience couldn't have been different - acknowledgement of the request, invitation to Le Club, etc. Now the catalogue hasn't arrived yet, so time will tell, but it's a different experience from the outset - and both of these brands are owned by the same company!

I also have to say that I'm disappointed by Romain Jerome - if a catalogue is on it's way to me then it wouldn't have arrived yet, but when I stated that I was from Canada the contact information I was given was the Geneva headquarters. I contacted them there and asked for information as to how I could purchase one of their pieces from Canada - not even asking for a catalogue - a flat out request to purchase and an enquiry into the process. I have received nothing. I run my own business, and while I might not make as much money as these firms, if someone contacted me to basically say "I'd like to give you $15 - 20K, how can I do that" then I think I'd follow up!

Watch brands in the last few years have shown a tendency to arrogance, and it would appear that the tendency is still alive and well!

a buyer on another forum I post on recently complained of the exact same attitude in a longines AD in the uk,I am sorry but if anybody wanted to spend 10K in my buisness I would kiss their feet and go out of my way to give them good service,Still it sthem that will loose out in the end.

_________________

Roff - I agree entirely.

I might be going off into speculation here, but I imagine that watch brands have to deal with their fair share of tyre-kickers, and the internet probably facilitates that. However, they should be able to distinguish a genuine enquiry from someone like you and, as you say, make an effort to show that they're interested in your business, or (at the very least) to avoid giving the contrary impression.

I am surprised about your experience with IWC, I have to say.

a funny story not about watches but cars,a friend of a friend is quite a wealthy 30 yera old lad his father owns his own company and his son is a director on about $100,000 a year anyway he drove a BMW M3 less than a year old ($100,000 car) but gets bored of cars quickly so he drove down to a Porsche dealer in the UK and parked his car and went in in jeans and a scruffy T shirt and trainers etc looking like your average working guy,He was sat in a 911 turbo which was say $120,000 the salesman walked up and he asked if he could take it for a test drive,To which the salesman replied yes sure I can book you in for about 3 weeks time,3 weeks timne he said I wanted to go now he replied,I'm sorry he replied we have to book them in advance the salesman said,Ok no problem my friend said Ill just go to another dealer and get a test drive then,with that he walked out of the showroom and went to his car the salesman followed them and said is this your car "SIR" his attitude started to change then,"Yes" my friend replied "well in that case If you would like to folow me back inside I am sure we can sort out a test drive for you right away SIR" my friend just looked at him and said "sorry mate as I said I will go to another dealer one who dosent judge me on what I look like"

with that he drove to a merc dealer and bought a SL55 AMG

Moral of the story dont judge a book by its cover.everyone is a potential customer no matter how they are dressed or what they look like.

_________________

That's pretty poor Roff!! Shame on that behaviour. I find that what it comes down to is people. It's the company's responsibility to hire and train the right people for the role and for senior people to lead by example. Maybe that's what they're doing but if it's not the right behaviour then this can be the response...It's a straight sales/customer service industry and maybe sometimes they forget that...I'm in banking so I'm used to getting plenty of negative reponses from clients along with a smattering of good but I still make it my responsility to act professionally at all times as let's fact it who knows exactly where or how that next sale is going to come from and what is said to who else etc etc etc.

It's funny but I have to say that generally whenever I visit a quality watch shop I always get the sense that they're very keen to make a sale, normal but have generally been treated well at the same time, even if I don't buy a watch at that time...

Sorry to hear you've had such negative experiences. It's their loss as it may just put you off their brand for good!!

I'm sure I don't need to wade in with anything specific to add, as I made my feelings on this clear in my "Manufacturer's Catalogues" thread.

So I will simply say that I heartily agree! However, I'm seriously surprised about IWC's attitude Roff. Here in the UK they've thus far proved to be the most professional manufacturer I've ever come across

Oh and I might also add that Blancpain has so far been unable to send me a catalogue or indeed any correspondance despite a couple of requests over teh last month or so.

_________________
Driver8

Site Moderator

Now I am kinda new to the watch game but not new to the ideas people have on look I walked into my local AD and there is only 1 I had on a ball cap jeans and a t shirt. Walked over to the 'lings and and asked to see a bently gt the snobby lady said this would be more approiate for u and showed me a baum and mercer. Now she doesn't know me from anyone already having a breitling on my wrist I pulled my sleeve up and said that's ok I will be contacting a dealer where my sis lives now that's arrogant

_________________
Emergency
Bentley GT
Chrono Colt
Avenger Skyland Blacksteel
Steinhart LE#9/15

Wow

I wasn't dressed much different when I went to go look at and buy my first Ling. I was treated like royalty... they got a sale.

_________________

the thing is its how you treat the customer I made friends with a AD in Rhodes Greece a few years ago he gave me a soft drink when I walked in the shop offered me the tray of watches to browse and walked away and said try them all on,he even said if you want to walk up and down the street bit see how it feels you can he was so trusting he bent over backwards he knew the ship I was on and knew most of the crew including my boss and the captain who all bought from him,I couldnt afford to make all the payment for the watch in one go he said no problem give me you credit card details and i will charge half this month and the rest next, OK I said I walked out of the shop with a brand new Superocean watch and felt a million dollars over that summer from april till oct we bought 4 watches and each on the same arrangment the last one a Navitimer was over 3 months as the season was coming to and end we would be back in the uk,He gave me caps drinks even one day bought us dinner and never preasured and us was so nice yes we sent a lot of buisness hs way as pax would ask where we got watches from etc and we would advise them but the deciding factor for our purchases was always him we could have bought anywhere but we chose him and many other people did the same,oh yes did i mention he charged all ships crew cost + 10%mso prices were some of the best in the med but boy did he sell a lot of watches not just lings,rolex,AP,Omega and Hublot.one day I will go back and see if he is still there

_________________

That story makes one realize the flaw of the progressive de-humanizing of the retail business. Large chains push out places like this because they can move more #'s and keep the prices down. Shame really. Customer service is dying because of it. Not just in watches, in everything. If I ever go to Rhodes, I will look up Sonyman's jeweler and buy from him no matter the price! That sort of behaviour must be encouraged! The previous type of poor service is why I have purchased, and will continue to purchase, from Govberg. Yes, their prices are very fair, but the service keeps me thinking of them first. Luxury items are not a sales industry, but rather a service industry. I hope that becomes better understood sometime soon.

_________________
Chronomat, Steel/Gold, MOP Dial, 2-tone band (2008)
Super Avenger Black Baton Dial (2009)
Bentley B04 GMT Silver Dial (2013)
Avenger Blacksteel Baton Dial (2014)

I will buy from the guy in rhodes also if I am ever there no matter what its good to hear about people like that

_________________
Emergency
Bentley GT
Chrono Colt
Avenger Skyland Blacksteel
Steinhart LE#9/15

Just a quick update with confirmation that JLC delivered an extremely well packaged catalogue.

Nothing from IWC - not even a reply to my complaint

Nothing from Romain Jerome

Seams a few of you have mentioned it if any of you want to know my dealers name its he hjas two shops in the main town one either end of the street he will even throw in goddies as in caps etc if he has them He never keeps all the goodies for himself.

KOUNAKIS PETROS LTD. 37-39, EVR. MARTIRON STR.
85100 RODOS +30 22410 38233 +30 22410 38233
KOUNAKIS PETROS OE 103, SOKRATOUS STR.
85100 RODOS +30 22410 35554 +30 22410 43380


Petros Elena as it used to be called he (he is petros and the wife was Elena) Its on the official Breitling site so hes still there you will never get a Nicer bloke HIGHLY RECOMENDED he will do great deals for you.
http://www.breitling.com/en/retailers/r ... odos_0-464

or check here

http://www.breitling.com/scripts/php/re ... dListe=464

_________________

here here I agree totaly if someone give you good service and goes out of their way to help you you will go back time and time again,I am even thinking of going back to rhodes just to see my AD again but wife knows what I am up to and wont let me go,But someone did a survey recently and that said someone who gets good service from a shop tells 3 people and they tell 3 people etc so word spreads someone who gets bad service tells 10 people and so on and so forth,Do these people not realise what they are doing to themselves how much they harm their buisness.

_________________

i know exactly what you mean andy and i completely agree and thats why Breitling, BUK (thus far, have an issue with them right now but currently have every confidence it will be solved) and finally Andrew michaels impress me so much.

i have never been treated this well in the UK.