The Breitling Watch Source Forums

I wonder if the length of time manufacturer's watch catalogues take to arrive (and quality of service they provide when requested to send a catalogue) is indicative of the quality of the manufacture in general. (OK, so I don't really believe that about the watches, but I think it may well be indicative of their customer service in general).

Basically, around about the early to middle part of December I requested a Bentley 09 catalogue from Breitling, a set of Panerai catalogues (except for the Ferrari range), an IWC catalogue and a Zenith catalogue.

Results were as follows -

Bentley 09 Catalogue
With a day or two of my request, a Chronolog 09 turned up. I emailed them to say thanks but I actually wanted the Bentley 09 Catalogue, and within another day or so a Bentley 08 Catalogue arrived. I emailed again to say thanks but I really wanted the 09 version. Within a day or so, the correct catalogue arrived, with a Breitling cap and a handwritten note by way of apology.
Verdict? Human-error aside, it was actually great customer service....... just like I've come to expect from Breitling.

IWC Catalogue
Arrived within a couple of days, complete with a personally typed and hand signed letter welcoming me to the brand.
Verdict? Total professionalism. Superb....... which again, is just like I'd expect from IWC.

Zenith Catalogue
As of today (i.e. close on a month after asking), nothing. Nowt. Nada. Zip. In their defence, they do state on the site that due to the increasing popularity of the website, replies may be slow, but they guarantee a response within 4 weeks. We shall see.
Verdict? I'm a bit surprised given the quality of their watches...... but at least they have a note on their website to explain.

So that brings me to the.....
Panerai Catalogues
Like Zenith, as of today (again, close on a month after asking), nothing. Nowt. Nada. Zip. Additionally however, no email to explain any delays or even acknowledge my request, no note on their website, nothing. Additionally you can't order the whole set of catalogues in one go, so to order all 4, you need to fill in all your info 4 times.
Verdict? Pretty poor really. I hope their actual customer service when it comes to watches isn't this bad as I really want to lay my hands on a Panerai at some point.

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Driver8

Site Moderator

Well that's Panerai for you

Don't quote me on this, but......

I'm not sure there is a new Zenith catalogue yet - there was a new one around June last year with the Basel models in it, so there may not be an update until this June. That said, they should still have stock of the existing one.

It's interesting isn't it - catalogues for many are the first introduction to he brand and it really should be where moneyt is invested on impressing potential cutomers.

I totally agree. Even though I'm already into watches in a pretty big way, the service I got from IWC (just by ordering a catalogue) "warms me" to them far more than it does to Panerai.

Now if someone wasn't particularly into watches to any great degree, but was looking at a number of manufacturers to try and decide on a watch, having poor service just by trying to get hold of a catalogue might really turn them off right from the outset. Even as a "watch person" I'm irritated by the lack of comms!

Not great news if you're right about Zenith either! Having a current catalogue should be right at the top of their list!

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Driver8

Site Moderator

That seems strange for Panerai. Last time I drove up to the Breitling AD, I meantioned that I wanted a Panerai but needed to study a Panerai catalog before I would know which model was for me. She is NOT a AD for Panerai, they buy several different Panerai's and have some in the back for those who ask. She immediately told me that she would sign me up for a catalog and it would be mailed to me. Now I assumed that since she wasnt an AD she just went to Panerai's site and filled in the blanks on my behalf... either way in about 4 days I had the new Panerai catalog in the mail. I thought that was pretty darn fast.

Scott

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Breitling Steelfish(black)
Breitling Steelfish(silver)
Panerai PAM 312
Bell & Ross BR03-92 Phantom
Steinhart BreitlingSource LE #5/15

A great example of how customer service should be everywhere

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I got a paperback Defy catalogue from Zenith last year. Can't remember how long it took but don't remember it being long. I think the full catalogue is only available from an AD.

The two companies who have never sent me anything are Panerai and Omega. I've never bothered asking Rolex or Patek as I understand the chances of getting anything are next to zero.

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Driver,

When you requested for a Breitling catelog via email, did you get an email reply first before receiving the catalog? I emailed, sales@breitlingusa.com, for a catalog request but havent received a response.

No I didn't get any kind of reply - the catalogue just showed up. In fact I didn't get an email reply even when I had to re-ask for the correct catalogue............... but they more than made up for it with the cap and hand written note!

Update on the other catalogues - I emailed Panerai the day before yesterday to ask if they've got my request, and guess what? No response. Smacks of arrogance to me if they can't even be bothered to provide a potential customer with a bl@*dy catalogue! If I was a "floating voter" as far as their watches go (unfortunately I'm not, as I do like them ), I'd quite happily never ever entertain giving them a penny of my cash just on the strength of this. I'm the kind of person who expects a lot in the way of customer service when I know I'm paying a premium for something.

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Driver8

Site Moderator

Hey, Driver,

You are so right about the top level professionalism IWC exudes. I've
ordered catalogues from them in the past and always receive them
promptly, with a warm welcoming letter. Last year I went to a WatchTime-
sponsored watch show and dinner in Chicago. IWC was one of the
exhibitors and they lavished all sorts of gifts on us -- catalogues, WATCH International
magazine, hats, bags, etc. I met IWC's regional director, who insisted I try on
at least a half dozen models. Not too often I get to hold an $80,000
minute repeater in my trembling hands.

Driver, let's have a contest -- see who gets his IWC first. Granted, my Pilot's Chrono
(or Spitfire or Ingenieur ) is not in your BP price range -- but then, I'm a
poor poor man. I was about to say loser buys winner a nice dinner -- but since we
live about 5,000 miles apart, that might be a bit impractical. How about a
simple "Well done, old chap."?

Oh yeah, have you seen IWC's new Aquatimer line? They're bigger (44mm and 46mm)
and once again have their bezels in the traditional place, outside the dial, ala
Breitling, Rolex, etc. You should check them out...quite stunning.

Steve

Hey Steve, of course I'll agree to a little contest, old chap! But I have a feeling you'll undoubtedly beat me to it, as I'm sure my weakness for needing to buy something soon will lead me to buy something else (like a dreaded Panerai!) before I've saved enough for the BP. To be honest if you were 5000 miles distant I'd agree to the "dinner for the winner" contest too, but in the absence of that, a heraty "Well done" will be good enough!

I must say, thus far IWC really have come across to me as super-professional....... which I really appreciate. A mate of mine has owned a Pilots Chronograph for a couple of years now and I've always been very impressed with it, and then after trying on a BP a few weeks ago my respect for them grew even more. Truly great pieces.

I've not seen the new Aquatimers yet. To be honest I've never been a big Aquatimer fan as they always seem a little small and at 120m WR, not overly impressive as a diver. (Admittedly the nearest my watches tend to get to the ocean depths is if I take a ferry to France, but hey, I appreciate the incredible technical aspects of watches like the Seawolf!). But if the Aquatimer is now a bit bigger, I will definitely have a perusal. Cheers for the heads up Steve, and you can expect a hearty pat on the back when you inevitably beat me to the IWC prize!

(To be honest I really hope you do manage to pick up that Pilot's Chrono, or Spitfire, or Ingenieur as I know you've been after one for a while. Go get 'em Steve! )

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Driver8

Site Moderator

Aw shucks, Driver, you make me feel all goose-pimply... Anyway,
the race is on, although certain financial realities might put my purchase
date back a bit. However, I beg you to remain resolute, old bean,
in your quest for the great BP. But a Panerai?? They've become so
common, lately, rather like McDonald's hamburgers. Think of yourself as Jason seeking
out the Golden Fleece. You may have to slay a dragon or two along the
way, or battle sorceresses, but isn't the prize worth it? Stay true to your principles;
fight those urges...and I will see you at the finish line. (Please excuse the mixed
metaphors )

Eloquently put as ever my dear Drax!

"Maccy D"-ness aside I must confess to a slight weakness for the old Pannies! True the IWC is a Golden Fleece of a purchase, but as we said the other day, the price is a little irritating. We shall see!

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Driver8

Site Moderator

I just ordered the Hublot catalog :p

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I understand. We do what we can do.

Steve

Weird, I requested a Panerai book via their website, arrived within 48 hours! Breitling arrived the same, Bentley hasn't arrived after nearly 6 weeks waiting

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Breitling Super Avenger White, Steel
Breitling Superocean Heritage 46 Black, Ocean Racer
Rolex Submariner Bi-Metal, Yellow Gold/Blue
Panerai 112, Black Leather (Soon Hopefully!)