The Breitling Watch Source Forums

Fellow members - I need your help and advice...

Background:
I bought a Navitimer from a local AD (holding back the name for now) less than a year ago (Oct 2010). Earlier this year, I sent the watch back via AD to BUSA to address the intermittent stopping (details here - http://www.breitlingsource.com/phpBB2/viewtopic.php?f=1&t=28594). It took 6 weeks for return. When I got it back, I noticed the bezel no longer moved but never went back to the AD about it, I guess, because I knew how long it would take to get it serviced and get it back, it was a disheartening thought and I figured I could "live with it".

Round 2:
A few months later, I noticed the intermittent stop problem came back again. I called the AD and explained my frustrations and how annoyed I was with this happening a second time and that as a customer of a fine and expensive timepiece, this was completely unacceptable. They said they understood and were sorry this happened to me and would send it back to fix it as well as the bezel problem. Surprisingly, the watch came back a little less than 3 weeks with both issues fixed. Or, so I hoped. Again, today (a few weeks later) the intermittent stopping began (the bezel does turn--yip).

Current Situation:
I just got off the phone with the AD and, well, essentially read him the riot act and was completely apoplectic on the phone. I told the AD how frustrating it was at the thought that I was going to have to send back a THIRD time. I'm not sure if anyone understands what I'm going through, but it's just disheartening to know that you buy a pretty expensive item from purportedly a reputable AD and watch company and they just go through the same thing over and over again and not really try to make things right. Whenever I look down at the watch, I always double-check the seconds to make sure the watch is moving. It has literally driven me insane! Who does that? Why should I have to go through this? And, who's to say they will fix it a third time?!? I checked the work order; both times they only performed the basic service on the watch. I understand the first time, but why would they do that the second time?

AD Response:
So, now I told the AD that I'm done with this watch and I want a new one or refund. The salesperson said his manager was on vacation and would be back the following week to address my concerns. I was insistent that somebody get back to me with a resolution--either the manager or his boss (the general manager for the region). The salesperson was able to talk to the manager by phone and they want me to bring in the watch to send back to BUSA for a THIRD time. I told him I would like to speak with the manager and asked for a call back. The salesperson called back saying the manager was unavailable and that I would have to wait a week to speak with him--even after talking to him twice--nice customer service. NOT! I then, asked to speak to the general manager for the region and he said he will be back in tomorrow and give me a call then.

Help/Advice:
So, now I'm waiting for a call back and I'm just posting this because it is bit cathartic, but more importantly, I'm looking for the members out there to help guide me through this ordeal. Am I wrong to be this frustrated and wanting a new replacement or refund/credit? If the general manager comes back with the same song and dance, what is my recourse? I'm withholding naming names of the AD pending a decision. I understand the last thing they want to do is give me a replacement watch and take a loss but what is their reputation worth? Believe me, I'm prepared to do what I can to eviscerate it! I would appreciate any guidance from those who have gone through a similar experience or who are veterans of this forum. As you can tell, I am completely and utterly disgusted with this whole fiasco and just needed to vent.

Thanks for reading and thanks in advance for your responses.

I would want to better understand the issue. It wasn't clear what the issue with the rotor transmitting power to the mainspring was, but its not a particularly complicated fix.

At the risk of stating the obvious are you sure that the mainspring isn't just winding down?

I don't think so. I wear the watch everyday and keep it in watch winder when not. In addition, I just wound it forty or so times an hour ago and it stopped again. BTW, the second time I sent it out, they had to replace the reversing wheel.

I think, it is time for a movement exchange. Sometimes a movement just does not work right. You build it, it works, 3 month later it does not, You find nothing wrong, clean it, reoil it, it works, 3 month later it does not and so on. Then You should simply change the movement. You will not find the problem in the quality control, the watchmakers won't find it. Can happen with any watchbrand and type.


BG
Thomas

_________________
http://www.ellert.at

Yeah, from the repairs that have been done it sounds a little bit like 'guessing', so it does sound like a need to replace the movement.

Thanks, Thomas and Roff.

The question now is, who will make that determination--me, AD, or BUSA? I mean I should be able to ask the AD since they are supposed to be an advocate for me. Or, should I just call BUSA directly and demand it?

BTW, I found a thread that describes a member with a similar problem (http://www.breitlingsource.com/phpBB2/v ... =1&t=13494)

i would escalate to management at BUSA and insist that they deal with Switzerland unless you have a really good AD.

Hi Ptper,

I know the feeling exactly.
In 2008 I bought a U-Boat Classico 53 watch from Selfridges for £1100. Wore it only on weekends but within a month, I had an issue with it caused by a manufacturing fault.

Not going to go into detail about the whole saga, but it was VERY frustrating trying to get it either fixed or refunded/exchanged. You can read about my experience with my new faulty watch and the poor customer service I received from the salespeople in Selfridges on watchuseek if you're interested.

http://forums.watchuseek.com/f2/bought- ... 17270.html

http://forums.watchuseek.com/f2/can-som ... 53665.html

Basically, to cut a long story short, I had to get the watch repaired three times!
Even after the third repair, the watch was not as it should have been. The rotor was not spinning smoothly as it was when I first got it, but it was keeping time ok, so I just lived with it in the end.

About a year and a half later it was gaining between 50-55 seconds per day, so I just cut my losses and sold it. Would never buy another U-Boat again.

Answering your question about replacement/refund/credit.

When my watch first developed a fault (30 days) I went back to see the manager at Selfridges and asked for a refund, which he refused on the basis that they do not refund on watches, only exchanges. He also told me that he couldn't do anything for me since I had passed the 14 day cooling off period.
I was obviously angry at this point, having paid £1100 for a watch that had a manuafacturing fault. I contacted trading standards to see what my options were as the watch was clearly not fit for the purpose it was sold for.

In the end, I was advised that I should let them try to rectify the issue, so it was agreed that the watch be sent back for a repair under warranty.
When the watch came back, they hadn't fixed the problem, and again, the crown fell out when I pulled it out to set the time.

SO... I thought, ok, I've given them the chance to rectify the problem, they didn't so I went back to see the manager and demanded a refund or even an exchange. I even wrote to the director, but in the end I got no where.
It seemed I was stuck with this faulty watch, so I sent it in a second time to get it fixed.
By the third time, I just couldn't be bothered to argue anymore, and just straight out asked them to repair it, as opposed to pushing for an exchange or refund.

Not sure how long exactly you've had the watch, but through my experience, I wouldn't hold your breath on getting a refund. Getting an exchange as a goodwill gesture from your AD is the best result, but even that seems unlikely at this point.

But who knows, you might have better luck with your AD. The staff at Selfridges were disgusting! They don't know a thing about the watches they are selling, and once they've taken your money, they don't give a toss.

Definetly get in contact with BUSA and explain the situation to them.

When Selfridges wouldn't refund/exchange my watch, I emailed U-Boat directly even though I was sending the watch through Selfridges.
I told them the fault and sent them pictures etc.
They told me what they would do to it exactly, and promised to make it a priority.
They knew what was wrong with it, but for some reason, couldn't really fix it.

It got to a stage where I was actually on first name terms with the guy at the service center because my watch had been sent back so many times.

Sorry to hear about your ordeal, mhou. That sucks. I'm hoping to avoid the same fate. Hopefully, BUSA (no faith in the AD) makes things right. Thanks for sharing.

Update: Got a call from the AD today. They made it right and exchanged it for a brand new one. I'm more relieved than anything. Just didn't want to go through all the hassle of negotiating and waiting to get the movement swapped out. They re-registered the new watch; which means I'll get a second hat--I suppose. I just hope this new one holds up, or else I'm gonna think I just wasn't meant to wear 'lings. Anyways, thanks to all for your posts, it's much appreciated. I'm a bit exhausted now and I'm praying the odyssey is over.

Cheers.