The Breitling Watch Source Forums

Quick story all Breitling fans should enjoy:




Just got my Avenger Seawolf titanium back from Wilton, C.T. and I am amazed at the customer service.

I had a complete overhaul at the end of last year and everything was going fine until while washing my hands one day I noticed that the rider tab tip on the 15 had snapped off. Of course I expected to have to pay for it as it was out of warranty and would have been considered damaged by user. Anyhow sent it in to BUSA and waited to get my e-mail quote. Repair service was quoted as $518.69, $393.69 for the new TI bezel and $100 for basic service, plus tax and freight. I e-mailed back asking if it really needed the basic service since it had just had a complete overhaul less than a year ago. Got a response back from my BUSA service coordinator and was informed that she would check with the technicians and see what they said. She replied back the following day informing me that the technical staff informed her that the watch would be repaired at no charge. Zero for the new bezel and zero for the basic service. AMAZING!



I got my watch back last friday and noticed something odd, my ocean racer clasp looked, well better than I remembered. I checked the receipt and sure enough they had replaced it with a new satin finish(I guess they come that way new now, no longer just polished)Ocean Racer clasp at no charge as well. BUSA has provided me with superior customer service, I was amazed at the level of customer service to me an average consumer who owns one watch that just so happens to be a Breitling. I am not wealthy and they treated me as if I had purchased 10 Breitlings, I felt like a king.

I wondered why they did what they did:

I did recall that after the last service I noticed the left wing had been sanded down too much during refinishing but was so grateful that they professionally refinished what I had started with green scotch-brite pads I did not complain. They must have noticed the defect and since the service is guaranteed for 12 months they replaced the whole clasp. I wonder if they looked at the bezel and found the rider tab to be weakened at the last service and that's why the bezel was replaced for free. I am not sure why they did what they did and am only hypothesizing but I was pretty happy to save $500 bucks and have a "like new" watch returned to me.

I love my Breitling and BUSA have a earned lifetime customer. My watch will be serviced by no-one else period!


THANK YOU BUSA

Great story, and the reason that they did what they did is.......,,,,,,,

Very cool. I hope one of my rider tabs breaks too

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-RJ

I've always been pleased with the service from BUSA. I sent them my Breitling World 80840 today for a service. It needed a battery yesterday and I had the local jeweler install one but it only got one of the four movements working. I didn't see the actual operation so didn't know if there was more than one battery or not. Roff informed me that it does indeed use four batteries so I hope the service will be a swift one. Maybe a free polish wouldn't hurt either, well, there is a little nick or two in the 18k bezel too so that wouldn't hurt to be rectified. All in all a cool watch and larger than I imagined.

Paul

Good post, man. Whenever my new Lings come up for needed service, I'll definitely be sending them direct to Breitling as well.

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Chris
Club Member #0070
2009 TT Chrono Evo w/Rose gold, blue face
2009 Airwolf w/black face, Co-Pilot module
2009 TT Lady Cockpit w/Mother-of-Pearl, Diamond face for the wife

Fantastic story there. I little good customer service goes a very long way. As a side note I've always found BUK to be fantastic as well.

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Driver8

Site Moderator

Good stuff!

I think that Breitling has some of the best customer service in the world

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Breitling Chrono Cockpit, Breitling Chronomat MOP/Diamond Bezel, Breitling Starliner MOP/Diamond Markers, Rolex Sea-Dweller "Z", Tag Heuer Aquaracer, Tag Heuer F1 Aqua, Tag Heuer 2000.

Great story,and i to have had a Great experiance with BUSA! I brought my Emergency in for a battery change/service and they e-mailed me a quote with $0 on it,so i e-mailed back and she (Yessica) said there was No Charge for the service???

I purchased the watch pre-loved from another forum member a year ago and it was 7 years old at that time so i wasnt expecting a Free service but i wasnt going to complain

Yessica called me less than 2 weeks later to pick up my baby so i got out of work early,drove up there (15 min. drive from work-10 from my house),and got my baby back lokking brand new and it cost me nothing!

SO to thank them for the great customer service i purchased a new SuperOcean Steelfish today

Enjoy you Newly serviced Baby

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Take Care,
Rich

Breitlings: Super Avenger Blue,Emergency Yellow,Colt II Black,and SuperOcean Steelfish Black

First service on an Emergency is always free.

Got a standard form letter, unsigned, back from Breitling Friday saying the parts are no longer available to restore my watch. They offered me 40% off any other new Breitling purchase with the exception of 18k watches. "Enclosed your will find a catalog and price list for your perusal." They sent a letter without a catalog, no price list, unsigned, "contact us at above number with any questions" no above numbers. Just a real lack of giving a crap about what's going out the door. All my watch needs is some fresh batteries. You think they could handle that. I did, however, email the After Sales Service rep that authored the letter and nicely asked her to make sure they install some new batteries and send me the watch back. She should read it tomorrow. Here's to hoping that's not too big of a task for them to handle. Of course I probably won't get a response back for two weeks if any and then will have to call with a full head of steam.

Paul

They were obviously referring to parts other than the battery, and I think 40% off sound pretty generous, no?

I am surprised that the letter had no number every correspondence I get from BUSA has their logo and phone number on it. Also do they have your e-mail on file, I usually correspond via e-mail and get hard copy in the mail.

Sorry to hear of your discomfort, sounds like your watch has reached it's EOL in terms of support.

DL

They were obviously referring to parts other than the battery, and I think 40% off sound pretty generous, no?

DL[/quote]

When they first receive the watches they don't go in and get disassembled. They don't do that until you authorize the repair and they're on your dime. Someone just looked at it and said, "oh, we don't support this model anymore." It's like when you send them a mechanical watch that needs a minor issue taken care of and you get a $800 quote for a complete overhaul. Sometimes they can't see the forest because the trees are in the way. I think they routinely replace the quartz movements and the fact they don't have anymore for this model doesn't mean the watch won't work with fresh batteries.

Paul

Good point Paul,

It seems like that is standard procedure for high end companies. They seem to give you all or nothing. I thought in your post you said you sent in in for a complete service, not just a battery change. My mistake.

DL

It had been serviced about 4 years ago

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Take Care,
Rich

Breitlings: Super Avenger Blue,Emergency Yellow,Colt II Black,and SuperOcean Steelfish Black

Sound like the product is a direct reflection on the company and services provided by the company. Congrats on a basically new watch .