Breguet

Let me first start by saying, I am a watch collector. I don't have the largest or most expensive collection but I am very happy with every piece I own, with one exception.

- The Breguet, Transatlantic XXI on SS bracelet (3810ST/92/SZ9) - It's the most expensive piece of junk I have ever owned.
- Secondly, Breguet customer service is deplorable.

Now before some of you jump in and say, "Every watch manufacturer is like that", "That's the norm and I've heard worse stories".. - I want to say, not in my experience. Every Rolex, Breitling, Omega, AP, IWC, Panerai, etc. that I have ever owned has either been trouble free or has been repaired beyond my satisfaction in ample time. I have no problem waiting a few months to get a watch back, I have plenty others to wear, especially if it's sent overseas for repair.

- And even if you have heard worse stories about other watch manufacturers, does that make the situation any better? We would not accept this type of service on our cars, our appliances, or other products, so why watch enthusiasts are so quick to write off bad customer service is beyond me.

The Story:
About two years ago, I bought a Type XXI from an authorized dealer. I wore the watch in my regular rotation, let's call it, once every ten days. Last year the date mechanism broke. When you pull out the crown to set the date, the date did not advance, just a click, click, click.

So I brought the watch to the Breguet boutique and the staff there who is very nice, sent the watch in for repair. It came back to me a few months later, I wore it for a day or two and it went back into the safe.

A few months later I decided to wear it again, took it out of the safe, went to set the date and it was broken again. I had literally worn the watch 3-4 times since the last repair.

I brought the watch back to Breguet for the second time and they assured me they would replace the broken part. I waited a few months while the watch was being repaired and got it back. The people at Breguet bragged about how much time and effort they spent on the watch, repairing it, cleaning it, etc. I took it home and it wasn't until a day later, I noticed gunk in certain, hard to see areas of the case. NICE CLEANING... (and it wasn't a speck of gunk, it was pretty obvious.. I should have looked at the watch better in the store that day.)

So I put the watch with the gunk back in the safe and make a mental note, clean gunk or bring watch back to Breguet and have them clean gunk. But, I'm a busy guy and had forgotten about it while I was working and planning my wedding.

I come back from my honeymoon and said, time to address the gunk. I take the watch out of the safe, go to set it and the date-window, crown problem is broken again. Yes, that's right, 3rd time in less than one year. SAME PROBLEM...

So now the piece of crap, gunky, Type XXI has spent more time at Breguet than on my wrist or in my safe.

I call the boutique and asked them the name and address of a customer service representative that I can write to complain about the faulty repairs and gunk and the amount of time the watch has spent in Breguets hands. I write a letter, which I send to:
Breguet
Customer Service Relationships
Att: Damien
55 Metro Way
Seacacus, NJ 07094

Now this is the address that the Breguet boutique gave me as their customer service dept. for the United States.

I send in a long letter with my complaint about the watch and service... And the letter comes back to me, unopened, return to sender. -- So I guess they don't actually have an U.S. CUSTOMER SERVICE..

So I called the boutique who has informed me the watch is now being sent back to Switzerland for repairs (well, why didn't they do that the second time the watch broke?)..
What are they going to do differently in Switzerland? When am I going to get it back? Who is repairing it? What steps are they taking to make sure this won't happen a 4th time?

It's now been over a month and I haven't heard a thing. Not a letter from customer service apologizing for my inconvenience. Not a call to tell me they are going to replace the watch or the movement or the mechanism that keeps breaking, which they are too incompetent to repair. So I guess I'm just supposed to sit here, cross my fingers that Breguet is going to do something to satisfy my complaint.. NO, I'm not..

I'm going to go on the internet and tell anyone who will listen, XXI reasons why they should not buy a Breguet. You want to treat your customers like they mean nothing to you, FINE... I have no problem referring other watch enthusiasts to manufacturers who do care about their customers...

Hey SWATCH GROUP.. Get your heads out of your asses and realize that you have a problem with your company.. CUSTOMER SERVICE is important if you want to retain your image with the people who buy your products..

RANT OVER..
Waterdog Bravo ........

Thank you for the details around your issue (trying to be polite) but you are right to demand better customer service pure and simple.  I hope that you have a good paper trail that will hopefully be presented to their CS.    You have obviously been very patient and I hope that your voice will be heard.

Again thanks for taking the time to post the details and I am sure it will be read though not everyone will respond.  My response though short is acknowledgement in hope of a just solution.

My final though is that you are doing Breguet a service by bringing this matter to their attention.  If more people did the CS would improve.  I just hope that the issue was not localized to the local AD who in turn should really bear the brunt.

Please keep us posted. 

Thanks

Bill

No message body

I am happy to announce, less than 24hrs. after posting about my issues with Breguet customer service, someone was listening.
I just got off the phone with the head of Customer Service from Breguet in Switzerland. He is personally handling the issue and even called me from his home phone. He was very sincere and wanted to badly correct the problems.

He was very apologetic about the issues I was having. Breguet is not only addressing my complaint but is also taking proactive steps to make sure it doesn't happen with other customers in the future.

Thank you Breguet and I hope good things come from this.

Seth

You see, never desesperate...
Best.
Nicolas

I hope all the brands are listening.  And they take both their customers and forums like these much more seriously.

They obviously do when you get a fast response like you did.

Thank you for raising the point and thank you to Breguet for responding.

Bravo

Bill

BRAVO to Breguet and most especially to TM for giving us this GREAT forum upon which to voice out any and all things horological.

...not only owners of Breguets, but also owners of other high end brands. It is a lesson to all makers.

I see Frank also got his Breguet watch replaced immediatly after he advised his AD of the problem.

Brand name, heritage, quality, design  are all part of the cost of a top end product...but if in the event of a problem, there is inadequate follow up service ...then it all amounts to nothing.

Proud to own a Breguet or three.

kindest regards to all,

Jack