The Breitling Watch Source Forums

Which is why they should - and will - give the customer a sweetheart deal on a current watch. It sounds like the AD, who should be the customer's advocate here, is clueless.

There are lots of things BUSA will do that many ADs should, but don't know. For instance they will send you 2 free links for EVERY bracelet you ever purchased - if you simply ask. Since I was told that by my current AD, I've requested and received links for about 12 bracelets.

_________________
SHARKMAN

It doesn't matter who makes what for a watch. If Breitling outsourced a part/component of the watch, they should stand behind it. If Breitling can't make a part - if Breitling can't service a part - if Breitling doesn't have an agreement with a third-party manufacturer to assist with it's components, then it shouldn't create watches that it won't service.

When you pride your brand on heritage and reliability, 10 years is but a blip in the watch world. I don't necessarily have a problem with Breitling not being able to make the repair. I have a problem with Breitling dismissing its own heritage, along with one of its own customers, and not providing alternatives and dismissing him. They make plenty of money off new watches - the little bit of effort it takes someone within the company to make your 11 year old Breitling work properly should be an extension of that brand heritage - period. They should have enough smart people running the company to know that the poster is not looking for a discount on a new watch - he wants the watch he bought to perform like it did on the day he bought it...that is what builds a brand. That is what builds loyalty.

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

Would that it were a perfect world. It's not.

_________________
SHARKMAN

How do you support a watch when the parts do not exist?

It's all very well taking the high ground and saying that Breitling should support it, but the bottom line is no company can dictate to a supplier what they must produce (and even if it were in a contract it wouldn't be enforceable - only compensation could be applied). Whether we think that it is right or wrong Miyota has ceased production of the movement - anyone that used it is SOL when their stock is used up.

It's that kind of attitude that makes customers mad. I don't think a watch will be able to be serviced indefinitely - but being in business for 125 years, you would expect that those who run Breitling would have some good contacts in the industry who could assist. I'm not upset for the OP because Breitling won't service the watch - I'm upset because having dealt with Breitling Service on a NEW watch, they have a very dismissive attitude and more times than not, I read about them just offering a new watch or offering a discount vs. actually trying to make a customer happy with their original request.

My Uncle had an old Chevy Camaro. It was too old for the dealer to assist with some repairs, but rather than telling him he was SOL, Chevy corporate got involved and gave him some contacts in the industry who eventually helped him out.

I love my BlackBIrd, but quite frankly, I find most ADs to be incompetent boobs and my two experiences with BUSA customer service has definitely pushed me into looking at other manufacturers.

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

The Chevy example is hardly comparable. Chevy said "we don't support it, but these guys do". No one is producing Miyota movements anymore - they simply don't exist outside of donor watches, and you can't fabricate parts like you can with a mechanical watch - it's like trying to fix an 11 year old computer.

You have obviously had bad personal experiences with Breitling, and that's a shame, but this situation isn't Breitling's fault. By the way, that 125 year old company was formed in 1978 after the original company went bankrupt.

If you have a broken mechanical watch from 60 - 80 years ago Breitling will either service it or take 'the Chevy approach' - ask BUSA and they will say "we don't support it, but we recommend Mark Heist in PA", they can't do that with a quartz movement because no one supports them.

Do you make a distinction between the situation being Breitling's fault, and the situation being Breitling's responsibility?

_________________
---------------------
[Witty signature here]

I'm sorry to say but while I agree with many of the sentiments being put forward, I still find a few posts on this thread to be a little "rose tinted" in their views I'm afraid.

In an ideal world a company such as Breitling would keep making the same parts for every watch they've ever produced, for ever. This would solve the issue the OP has here.

However there are a few problems with that. Firstly Breitling would have to exponentially increase their production facilities everytime a new movement was introduced. It's no good just having a big stock room, because eventually, one day in the future, that stock will run out. This would mean that Breitling would have to move into ever bigger facilities, and most of the construction lines would sit idle for months/years until someone puts in a request for date wheel for a 1974 Chronomatic or a capacity for a 1996 Sirius or whatever, and then they'd fire up the production line for it. Just not remotely practical.

Another alternative would be to only use the same couple of movements...... for ever. This removes the need to increase the size of the production facilities as there would never be any new movements. Obviously that would mean that every Breitling watch from year dot would run one of 2 or 3 movements, and it would mean that while other companies move on, Breitling would be an ever increasing distance behind the times. In the world of quartz especially it would be a joke : every other watch company running 2010 Superquartz equivalents while Breitling would be running 1970's technology. Again, just not practical in the slightest.

And lastly, we have the problem the OP has - the watch is running a movement that Breitling themselves never actually made. What should they do, start making it themselves from scratch?

I'm sorry if this seems like a flippant post - it's not meant that way at all - it's just to illustrate that to expect Breitling (or any company) to be able to get hold of parts for obsolete technology for ever, is just not possible in the real world. As I said in my first post in this thread, mechanical watches can always be fixed by someone because the technology is pretty much the same as it was 200 years ago. If Breitling don't hold a specific part at some point in the future, someone in a shed somewhere will be able to make one on a lathe. This is why you still see 100 year old mechanical watches in perfect running condition. With the best will in the world, no-one is realistically going to be able to make a 10 or 20 year old circuit board.

To answer Palantas' question to Roff, I'd say that it definitely IS Breitling's responsibility to do something for the customer as a result of not being able to service his watch...... and that should be offering at least 50% off a new watch, as there is no other option in terms of fixing his existing one. In pure monetary terms alone that is a very good deal as a 10 or 15 year old watch in unworking or faulty condition is never worth 50% of the price of a new one. Obviously I appreciate the sentimentality factor here, so that's something the OP would need to consider.

In the OP's case here, again as I said earlier, the fault is not Breitling's - it's the AD who is at fault for offering a pitiful 20% off a new one in exchange. Now if Breitling themselves turn round and say, "We'll only offer you 20% off a new watch", then I will be the first to say that Breitling are in the wrong, but until then I maintain the fault is with the AD, and the responsibility to do something (i.e. more than 20%) for the customer is with Breitling. Hopefully they will.

_________________
Driver8

Site Moderator

Yes I do, it is Breitling's responsibility to try to make the customer happy - within the bounds of what can be done. As I stated earlier, and as Driver8 just reiterated, Breitling's general policy is to offer a 50% discount on a current model when they can't repair a watch. It's not a perfect solution, but it is taking responsibility.

Its up to Breitling to set the tone and the guidelines to move their brand forwards.

Breitling appears to have had a lack of management and / or foresight at the end of the 90's to end up in this situation in the first place (using a soon to be obsolete quartz movement and with no appropriate forecast or back up plan for long term parts availability or serviceability). We all make mistakes.

Breitling's current distinct lack of appropriate customer service guidelines for their local AD in situations like mine (such as offering a fixed discount amount or other incentive) is a guideline policy failure by Breitling's Head Office.

The sales agent has a simple short term goal of putting money in his pocket - the photocopied letter regarding servicability (or lack thereof) is clearly supposed to be from Breitling itself (admittedly with all of the reply details removed).

Breitling dont want to hear about problems

Breitling still dont want to hear about any problems or issues - the fact that I cant seem to find a single email contact for Breitling (international) on their website also indicates the same.

in contrast for example, the Rotary watches brand at rotarywatches.com do come with a lifetime guarantee - even the Quartz models! (but with limited styles etc. as per Driver8's comments) and they even list 2 email addresses on their contact page - at least they appear to be responsible and trying.....

Does anyone have any email contact for Breitling (international)?
To be fair I have not been in direct contact with them as yet.

I wont hold my breath and I will post if there is any progress.

Cheers,

Not sure where you are internationally, but some phone numbers here - http://www.breitlingsource.com/contact.shtml

UK e-mail (I'm guessing based on the reference to Rotary is customerservices@breitling-uk.com or enquiries@breitling-uk.com

Very interesting read and I agree with most in that it is Breitling's responsibility but not their fault. If they do offer a signifcant discount on a new watch, then they are definitely addressing their responsibility appropriately and in the only feasible manner.

All people/businesses make mistakes, consider this one a short-sighted mistake on their part but instead of making the same mistake again, they've mitigated it with their SQ movements and guarantee to stock parts for 20+ years. The AD handled this inappropriately which defaces Breitling's image so they could work on their relationships with their AD's.

The sad truth of the whole matter is that it is extremely difficult if not impossible for a business to satisfy every single customer. You may see a higher percentage of customer satisfaction from more boutique watch brands because their small customer base is their entire business which they need to survive. But if they grow and expand, then catering to every single customer would become increasingly difficult. I've perused several watch brand forums and you always see both good and bad customer service experiences (unless it is a high end watch brand). It's a more or less a YMMV with these large, mass poroducing brands. Come to think of it, I don't really recall any large, mass producing company where I've received more than adequate customer service (cable, cell-phone, computer help services come to mind).

Sorry that your situation turned out this way, especially since the watch has sentimental value. I would search for a replacement movement online or just keep the watch as is as a momento. If you ever decide to look for another watch for setimental and long-term ownership reasons, I would stick to mechanical movements. Best of luck to you on whatever route you choose to go.

_________________
Current:
Breitling Chronomat Evolution

Every Breitling I have owned came/comes with a 2 year warranty.

2 years.

_________________
Al

“Quis custodiet ipsos custodes"

Thanks again for all the tips and clarifications!

I found an email contact for the local Breitling "Official Prime Center" (I am actually based in Hong Kong).

I have sent them a very brief email explaining things and hopefully something will come of it - either way at least it is on record and they can forward on the details easily to Breitling (international) as they deem appropriate.

I do hope that they believe in their own brand as much as everyone else apparently does.

I will post with results.

Well, good luck with your request, hope you come to a satisfactory conclusion. I do have comment on your choice of wording. To refuse to do something means you are capable of doing it, but have chosen not to for some reason or another. Breitling is simply incapable of repairing your watch because parts do not exist. And yes, you did get mistreated at the AD. I would have more issues with them than Breitling.

_________________
UN Maxi Marine Ti
B01, BEB
SOH
Aerospace Ti
Chrono SO
Omega 300 Master Co-Axial Chro
Omega PO Chrono.
AP ROO Diver
Titan Black Rolex DSOD Honeycomb Dial