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PostPosted: Wed Jan 14, 2009 11:19 am 
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BoneDoc wrote:
The dude posts one bitch session and that has been all. Way to contribute. :evil:

Yeah well he was obviously a little p*ssed at the brand, so I guess he felt the need to vent! But I think most of the other posts on this thread more than made up for it by highlighting that while a minority of purchasers may experience problems (as there occasionally will be in ANY manufacturing process), the vast majority of owners have no issues at all and LOVE their Breitlings!

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PostPosted: Wed Jan 14, 2009 11:25 am 
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Unfortunately that is one thing that Breitling has not gotten right. It is the customer service that gives people the perception that they are a reliable brand. You fix the watch, no questions asked, the customer is happy... you don't charge them when it's obviously your fault, rather than try to blame them. Even sometimes when it IS their fault, suck it up, and you will have a customer for life. Rolex knows this, and their dealers are class enough to do it too.

Take Toyota for example.. considered to be super reliable. Yet, they have the most recalls of any auto manufacturer. They do the recalls, fix the cars, make it go smooth. Your car is less likely to have problems now. Not the same idea, but it is one company going the extra mile to create a brand image, whether it really is the case.

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PostPosted: Wed Jan 14, 2009 11:35 am 
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breitlingsource wrote:
Unfortunately that is one thing that Breitling has not gotten right. It is the customer service that gives people the perception that they are a reliable brand. You fix the watch, no questions asked, the customer is happy... you don't charge them when it's obviously your fault, rather than try to blame them. Even sometimes when it IS their fault, suck it up, and you will have a customer for life. Rolex knows this, and their dealers are class enough to do it too.

Take Toyota for example.. considered to be super reliable. Yet, they have the most recalls of any auto manufacturer. They do the recalls, fix the cars, make it go smooth. Your car is less likely to have problems now. Not the same idea, but it is one company going the extra mile to create a brand image, whether it really is the case.

Very VERY valid point there Admin. Customer service, especially in high value product arenas, is all important. Personally I've always found Breitling to be very good, but I guess they may not be across the globe. Take for example, my recent Bentley catalogue request. Twice they sent me the wrong one, and when I picked them up on it, they sent the correct one very quickly along with a cap and a hand-written apology. Basically I went from thinking "How useless" to "Wow, they really turned that around". The right customer service can actually turn a PR failure into quite a success.

As you say, if there are problems, manufacturers need to suck it up and fix it with minimum fuss, and the customer will be singing their praises probably far more than if there wasn't the problem in the first place!

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PostPosted: Thu Jan 15, 2009 5:23 pm 
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Agree with both of you, Admin and Driver. And then there's also this old one:

* If you are disappointed with a product/shop, statistically you tell 8 people about it.
* If you're all happy with a product/shop, statistically you tell 2 people about it.

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PostPosted: Thu Apr 09, 2009 12:52 pm 
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well said, breitlingsource. I couldn't agree more. When it comes to customer service, Rolex is top notch.

breitlingsource wrote:
Unfortunately that is one thing that Breitling has not gotten right. It is the customer service that gives people the perception that they are a reliable brand. You fix the watch, no questions asked, the customer is happy... you don't charge them when it's obviously your fault, rather than try to blame them. Even sometimes when it IS their fault, suck it up, and you will have a customer for life. Rolex knows this, and their dealers are class enough to do it too.

Take Toyota for example.. considered to be super reliable. Yet, they have the most recalls of any auto manufacturer. They do the recalls, fix the cars, make it go smooth. Your car is less likely to have problems now. Not the same idea, but it is one company going the extra mile to create a brand image, whether it really is the case.


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PostPosted: Thu Apr 09, 2009 1:01 pm 
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Was the watch purchased from an AD or on the Grey market? Perhaps it was purchased thru a Grey market dealer on the internet in which case, Breitling would charge you because the warranty would not be through them.

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PostPosted: Fri Apr 10, 2009 1:07 am 
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mac5217 wrote:
Was the watch purchased from an AD or on the Grey market? Perhaps it was purchased thru a Grey market dealer on the internet in which case, Breitling would charge you because the warranty would not be through them.

Mac

This is an old-ish thread (Jan) so we may never know.

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