I have been a Breitling customer for over two decades and my Wife and I have had multiple Breitling watches each in that time.The extremely poor level of customer service we received, the extremely poor quality of the work and the non existent communication from staff warranted a review of this nature, as Breitling did not care when challenged on these aspects.I recently sent my wife’s watch for a battery replacement but made sure I checked with Breitling beforehand about the custom diamonds added to the genuine Breitling bezel, including sending them pictures, to ensure the work could be carried out. I was informed in writing that yes it would be fine and they noted not to recommend replacing the bezel.After Breitling received the watch, I was sent an itemised list of work, with the most expensive item being to replace the bezel. I informed them yet again, that this wasn’t required and that the work would go ahead.Two days later I received a phone call from Breitling saying that they now could not do the work because they didn’t want to remove the bezel, bearing in mind that it’s a genuine Breitling bezel. I explained this had already been raised and agreed by their staff and on checking with the Aftersales Director, they agreed to complete the battery replacement as promised.Another four days pass and yet another phone call is received, saying they now won’t touch the bezel again (nothing to do with replacing the battery) and that they could do only part of the work, with no guarantee or waterproofing promise.At this point I raised just how poor all element of their customer service had been, the extreme lack of knowledge of their staff members and how that receiving a half arsed service with no guarantees was ridiculous.At this point no one would respond. The customer manager decided to ignore my emails at a week at a time, only responding when multiple emails were sent.There has been no apologies for the extremely poor service or work and my wife’s watch was essentially held at ransom until I paid the price for a full and complete service, which I have clearly not received.The aftersales director has cowered behind the customer service manager, the customer service manger had been aloof and essentially useless and the front facing customer service staff clearly do not know their jobs.It’s been a terrible experience from start to finish by a company I’ve always expected far better from.I’d recommend avoiding Breitling servicing like the plague at this point.
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