Breitling USA, Inc.

Review: Good evening ... my complaint is that I purchased a high end watch ( Brietling super avenger) from a reputable breitling dealer and after aprox 5 months I found one of my sub dials had fell off and was rolling around in the crystal ! so I took it back to the dealer I purchased it from and he was astounded and asured me that there must be a mistake because the watch looked fine long story short Breitling denied ANY wrong doing and suggested that some small scratches were an indication of MY potential abuse . They charged me about $500 and there was nothing I could do . Upon recieving my watch back I noticed that the whole face was different because the sub dials were beveled and I'm SURE that MY watches face wasn't that way initially. So they aparently found SOMETHING else wrong with the watch that they neglected to tell me about because the problem was a sub dial not the whole FACE ( or did they just give me a whole new watch ?) . Fast forward to about 3 months ago sub dial fell off again ... sent it back and they want me to pay AGAIN . im a Stationary engineer , I work in an office I dont go around banging my watch up , in fact I would say that I don't push the watch no where NEAR what breitling claims this watch is capable of .

Product_Or_Service: brietling watch

Account_Number: [redacted]

Desired Settlement: I would like them to call it even and send me my watch that I cherished ! until it became obvious that a [redacted] might've been a more solid purchase .... as I said im reasonable , but how can I be selectively destructive and abuse a watch to where ONLY the sub dials fall off ? TWICE!? I cant believe Breitling is SO unreasonable !!

Business

Response:

Business Response /* (1000, 5, 2013/07/01) */

To whom it may concern:

Please be advised that Mr. Mr. [redacted] purchased a Breitling watch, model AXXXXX, serial XXXXXXX from an authorized dealer on January 20th ,2011.

The watch arrived in Breitling USA repair facility on June 16th, 2011 with an indication that the hand is loose inside the watch and the dial (face of the watch ) is off center.

The technical staff evaluated the watch and determined that the dial is damaged (dial feet were broken) and the hand came off due to an external impacts that the watch received.

All repairs that are needed on a watch due to external damage are not covered under warranty.

An estimate for the necessary repairs was generated and forwarded to the store (including a new dial which was exactly the same as the original one on the watch).

The repair was approved and the repaired watch shipped out on September 19th, 2011- WRKXXXXXX.

The watch was received again on April 19th, 2013 with a note that the hand come off again.

The technical staff evaluated the watch and determined that the dial feet on the newly installed dial were broken again.

The watch had received an considerable impact, according to the technical staff evaluation and another estimate was generated and faxed to the store.

The repair was approved and the repaired watch shipped out on June 24th, 2013 -WRKXXXXXX.

We understand that Mr. [redacted] is upset with the repairs that were needed on the his watch but since the parts had to be replaced due to an external impacts, they were not covered under warranty.

We took pictures of the condition of his watch and forwarded them to the store that handled the repairs for the customer.

The watch was repaired as needed and all the repairs performed by Breitling USA are covered under an additional 12 month warranty.

Should the watch come in again , the technical staff will evaluate the watch (taking into consideration the previous repair history of the watch ) and we will advise, whoever mailed the watch to us, their findings and recommendations.

We hope this clarifies the situation but please feel free to contact us with any additional questions or concerns you may have.

Consumer Response /* (3000, 7, 2013/07/05) */

(The consumer indicated he/she DID NOT ACCEPT the response from the business.)

I made my point ... I dont care if they took pictures of the watches DNA! what it can ONLY show is SCRATCHES which is common to watches! if you want to impress ME show me pictures of what you asess as IMPACT marks or dents ! I treated that watch like GOLD and the hands fell off TWICE !!!!!!!! I will never buy another Brietling long as I live and will jump at the opportunity to spread how unreasonable they are...spit on every advertisement I SEE referring to their "workmanship and attention to detail " BS!!!!!!!!!!!!!!!!!!!!!

Review: I bought my match 2/16/2013 . The watch is a Brietling for Bentley 6.4L. Going back to service AGAIN!

I bought my match 2/16/2013 . The watch is a Brietling for Bentley 6.4L. The original problem was the date would not change. When I got the watch back 10 weeks later the problem reoccured plus the watch was losing several minutes a week. The retailer was able to fix the calendar issue temporary but has to send it AGAIN for the losing time issue. This is another 10 weeks without my watch. This watch retails for over $10K and I will only have had the watch 2 moths in the first 6 months of ownership. I am also now having to send back my wifes watch that I purchased the same day because the stem feel out.Desired Settlement: I want an executive from Brietling to call me and explain how this is an expectable way to treat a customer. I have purchased three Brietlings in the last 2 years and feel and am being treated poorly. Both our watches should be replaced immediately and I should not have to wait another 10 WEEKS!

Business

Response:

Business Response /* (1000, 5, 2013/07/02) */

Please be advised that Mr. [redacted] purchased a watch , model AXXXXX, serial XXXXXXX from [redacted] Jewelers on February 27, 2013.

The watch came in to Breitling USA repair department with a note that the calendar was not working on April 17, 2013.

The technical staff determined that the calendar driving wheel was broken which can occur when the calendar is inadvertently advanced between 8PM and 2AM (customer would have to refer to instruction manual for the watch).Being that the watch was newly purchased , the repair was offered to the store at no charge and the watch shipped out on 5/16/2013.

The timepiece was received again by us on 6/25/2013 with a note that the watch is running slow.

The technical staff are testing the movement and will make the necessary timing adjustment under warranty.

Mr. [redacted] also purchased a ladies watch from [redacted] Jewelers on 27/2013, model BXXXXX, serial XXXXXX.

The watch came in to our repair center with a note that the crown came out.

The technical staff repaired the watch as needed (the setting mechanism was damaged) under warranty and the watch will ship to the store later on this week.

Breitling USA will repair Mr. [redacted]'s watches as needed under warranty but we are not in a position to replace the watches as requested.

If Mr. [redacted] is looking for replacement or a credit on both of his watches, he would have to contact the store where the watches were purchased from and they will be able to inform him of their return / refund policies.

Please feel free to contact me with any additional questions you may have.

Review: Two months ago I sent my $2500.00 timepiece to Breitling for service the only problem was some white specks were starting to show up on the dial face and the watch was starting to slow down. I have had the timepiece for 9 years and wear it everyday. The watch has a blue looking dial which is why I liked and bought the piece. After they evaluated and quoted me $700.00 for the repair and service, I was hesitant to pay that much. Breitling's videos that they have on their Website show the level of care and work that is performed for the service and that convinced me to invest $700.00 in my timepiece, because I would be getting my watch back in new looking condition.

On the quote, I noticed, that it said replace black dial. I called Breitling and asked if this was a mistake because my dial is blue, I was told that it was the blue dial. I signed and returned the quote authorizing the work. As a precaution I also wrote a comment indicating that the dial was to be replaced with the original color.

about two months later I received my watch back and was shocked that the dial had a black appearance. I called Breitling to inform them that they had replaced my dial with the wrong color, this led to some odd discussions where I was left feeling that I was crazy to believe that the watch I was wearing for 9 years had a blue face.

After much research, I found that my watch did indeed have a black dial originally, but the Breitling service center had stripped off the anti glare coating from both sides of the saphire crystal glass. This coating is an Integral design of the watch, and gave the face it's blue appearance. I informed Breitling of their mistake and asked them to fix their blunder. Their Director of operations kept blaming me and offered to repair it at my cost.

I want them to fix the damage that they caused at their expense, and also pay for the shipping and insurance.

,Desired Settlement: Repair of my watch with no cost to me

Business

Response:

Mr. [redacted] mailed his Breitling watch to us for a repair ([redacted]).

His watch was received on 6/27/2014 and an estimate for the needed repairs was generated on 6/30/2014.

The technical staff evaluated the watch and determined that there was moisture damage inside of his watch.

A complete movement overhaul was needed and the dial, hands and crown had to be replaced.

The estimate that was provided to Mr. [redacted] also indicated that the antiglare coating on his crystal was scratched but since the crystal does not affect the performance of the watch, it was notes on the estimate as an option.

Mr. [redacted] faxed us a written approval on July 2, 2014 for required items only (crystal replacement was declined).

The repair was completed as agreed and it was shipped out on 9/02/2014.

Mr. [redacted] called us on September 9th to let us know that his original dial color was blue and we changed it to black.

I had the techs pull the original dial and the old dial was indeed black.

Mr. [redacted] ended up talking to the service director who contacted our offices in [redacted] to inquire what dial color was the watch originally produces with it.

They informed us that the watch was produced with black dial.

Mr. [redacted] than indicated to us that we must have removed the antiglare coating on his crystal because the new dial appears to be different in color (old dial had water damage and thus the intensity of the color of the old and new dial might be different).

We tried to assure Mr. [redacted] that we would never remove the antiglare coating from his crystal, as this is something that we never do (even though some customers might request it), but he would not accept our explanations. We asked him to return the watch to us and we will be happy to provide him with another estimate for a crystal replacement. We hope this clarifies the situation but please feel free to contact us with any additional questions or concerns you may have.

Best Regards,

After Sales Service Manager

Consumer

Response:

Review: [redacted]

I am rejecting this response because: The Breitling service center did indeed remove the anti glare coating from my timepiece (both sides) without my approval. This coating is integral to both the function and appearance of the timepiece. It has been explained to me that this coating on the saphire crystal lens gives the black dial a bluish appearance. I had first complained to Breitling that they replaced my dial with the wrong color, later through my research I found that the problem was with the anti glare coating. When I sent my timepiece for service my crystal was in excellent shape, Breitling offered to replace the crystal as a option because I am sure that under high magnification it showed light scratches. I declined its replacement because I was happy with its appearance and function.

I again ask that Breitling at it's own expense restore the crystal and my watches appearance to it's original condition. A true overhaul would not have removed this coating. As a second and less desirable resolution I will accept a full refund for the service I paid for.

Sincerely,