Dude. That was painful to read. I mean.... at least they were responsive? smh

 

No... nothing, they blocked the chat with me. I can't write to them, it appears the warning that you can see in the photos above: "You can't reply to this conversation"

 

"It is customer responsibility to make sure thread is fully secured." Are people buying their watches also responsible to make sure the screw down back is fully screwed? That is one weird conversation. I mean the finish on the buckle is okay, you can't expect perfect product for 35 USD, but the attitude of the person replying to you is terrible. It is also ridiculous to advice you to use loctite. I mean why? I don't have this strap but if the buckle is secured with a screw, it should hold in place without a glue, correct?

 

I really like their watches and straps as i have said, i own 2 Borealis watches. But the suport ... i could not believe that you can react this way to your customers and after it blocking them.

 

I wonder, isn't most spring bars are use for buckle on rubber straps? And why are screw bar chosen to be used in the Borealis rubber straps? I have a few of their rubber straps, but I didn't wear them as I'm a bracelet guy. So I didn't noticed about screw bar being used on their rubber. I'll check tonight.

Most people don't know about Loctite 222. I learned about them while handling Hamtun H1 titanium bracelet and ended up with buying one bottle for myself.

I've owned a total of 10 Borealis watches so far. Been a fan of their watches but not so much for their after sales service. I was thinking getting their tropic strap. But this thread is giving me second thought now. 🤷‍♂️

 

The strap is very very good, trust me, very confy, maybe they have a bad batch. But you should be more friendly with your customers, or else you are going to lose them, respect the customer.

 

I was thinking about buying one of their straps, but now I'll have to reconsider. For $35 USD I would expect a better finished product / quality control and customer service.

 

uld expect a better finished product / quality control and customer service.

I think the customer service is very important.

 

Did you read the warranty terms and conditions? They have no warranty on anything they do at all. I am not surprised if their after-sale service is this bad. Just read the exceptions from the warranty: Warranty Terms and Conditions
The warranty covers only the movement, that they do not produce. And the warranty is waived upon the sale of the watch, as it is non-transferable.
Screw that does not do its only job is definitely not on their list of any importance...

 

I'm sorry that you had a problem. I bought one of their tropic straps and love it but it's always a gamble. If Rolex can screw up a dial by using two "9"s and charge $8k plus, who knows at $35.

I don't think it's ok but I would move on with some loctite or sell it.

I just completed a mod with a dial and hands that cost me over $100 with shipping. The minute hand was defective. The seller came through in the end but I wasn't expecting it.

Sent from my SM-G970U using Tapatalk

 

I'm sorry that you had a problem. I bought one of their tropic straps and love it but it's always a gamble. If Rolex can screw up a dial by using two "9"s and charge $8k plus, who knows at $35.

I don't think it's ok but I would move on with some loctite or sell it.

I just completed a mod with a dial and hands that cost me over $100 with shipping. The minute hand was defective. The seller came through in the end but I wasn't expecting it.

Sent from my SM-G970U using Tapatalk

I would never sell it to someone else in this condition, i would never want someone to drop their watch.

 

Hi Tavharega. That’s truly bad after sales customer relations. I truly feel for you.

I’ve ordered an iso-style strap and a tropic strap from them. Yup, I had the same buckle finishing issue and I did notice a minor slash mark in the iso-style strap but didn’t bother about it as I foresaw the hassles (COVID19 related). Never thought about their warranty and after sales reputation.

Well, now we know.

 

Hi Tavharega. That's truly bad after sales customer relations. I'm truly feel for you.

I've ordered an iso-style strap and a tropic strap from them. Yup, I had the same buckle finishing issue and I did notice a minor slash mark in the iso-style strap but didn't bother about it as I foresaw the hassles (COVID19 related). Never thought about their warranty and after sales reputation.

Well, now we know.

I didn't bother to much with the finish of the buckle, but the problem with the screw of the buckle and my watch falling down...

 

I’ve purchased a few straps from them. One Iso-style strap I purchased was received with a split in the rubber. It was replaced at no cost with no hassle.

As for the buckle screw, it is common practice to use Loctite on screws like this. I’ve seen it commonly done on bracelet screws. IMO, screws are more sturdy than spring bars, but they have the risk of back out if not secured with Loctite (or equivalent).

 

Just had 2 of thier straps arrive just checked the buckles and finish is fine on mine, sorry to hear of your troubles but I have read that a touch of loctite on screw bars is recommended

 

I think you over reacted; both in your expectations and then in your response to their advice. I believe Borealis is based in Poetugal. Their curt response may be due to English not being their first language or cultural differences.

What seems to be kind and caring in Americsn English, "I'm sorry to hear that", can be offensive in other cultures. The standard "how are you today?" without caring or listening for a response is often expected by Americans, but other cultures see it as pointless and actually rude to waste time.

Their response could have been more tactful from an American perspective, but I think their response and advice was correct.

 

It's your opinion, i respect that. If your watch would drop on the ground, i think in that moment you would like some nice suport talking to you, not even saying hello or looking like they care about their product.

 

Wow, this thread...

I'm kinda on Borealis' side here.

First, there's complaining about slightly imperfect brushing on the side edge of a metal buckle? Dude, that's normal.
Next, suggesting loctite to secure screws is somehow the entry point to the gates of hell, by the looks of the OP's reaction... WTF.

 

Exact same thing happened to me on a year hardly worn strap. Watch fell off my wrist and prior to this both keepers broke.
Borealis CS didn't even bother to repy to email . I suggested the loctite to them at the time lol.
Won't be buying again, if I hadn't been sitting down I'd have damaged the watch

 

There is a language problem but you do deserve better service as well as a better product. To expect your watch not to fall off is not unreasonable no no matter the price, company etc. I also find the unfinished buckle unacceptable.

 

My opinion (I own one Borealis wacth):

Minor finishing flaws are to be expected at this (quite low) price point.

Screws backing out of screw links is a common problem, at every price level. Apparently it's difficult to engineer screws this small that are guaranteed not to have this issue (or worse issues, like getting stuck and stripping threads). Loctite is the standard recommendation to fix a screw that tends to back out. I don't use it, but I regularly check all the screw links (on the many watches I own that have them). Sometimes I find a screw that needs to be tightened, and I tighten it.

I'm pretty familiar with the microbrand watch scene, and IMO Borealis consistently offers their products at a very high value for price.

My one CS interaction with Borealis was fine, attended to quickly and professionally.

I don't need a lot of hand-holding from companies I buy products from. "They weren't nice enough to me" is not a complaint I feel much sympathy for.

 

Using screws is pretty standard in this context. Isofrane does the same on their strap.

Threaded fasteners can have this issue called recession (also progression) were normal use causes them to loosen. It's not always easy to predict when it will occur. I have an office chair at work that the left side arm falls off and needs regular tightening to stop. The Locktite they mentioned was designed to remedy this.

 

At least you got your strap. I ordered over two months ago and still haven't received it.

 

Mine took about 10 weeks, end of May to mid August, others have had a similar wait on delivery.

 

Were your issues with a Navale? You own a Borealis watch and not just the strap? They seem to be priced at about 30-40% less than similar offerings with buckles that may have the same level of finish as Borealis.

You speak as if the entire buckle was unfinished. But earlier said, and your pictures show, it was only the tiny front edge that wasn't brushed, not the entire buckle. I don't have a true Isofrane but both of my Benarus Cuda, second only to the original, both look similar to that edge on your Borealis and I had never noticed before. Looks fine to me and it is a part that isn't really visible. I'm fine with that level of finish on an Isofrane copy even though the Cuda straps were almost as much as an Isofrane.

And most people seem to know that screws work their way out regardless of brand. They either check them frequently, use a bit of Loctite, or both. I'd rather Loctite them myself than screws be nearly impossible to remove from the factory. I'll often swap signed buckles onto different leather that I prefer or to replace as straps are damaged or worn out.

You posed the question as if you wanted opinions, then attacked those who disagreed. It appears you didn't want honest opinions and simply wanted validation of what you had already decided.

It isn't a $10k Rolex, and I've seen people ignorantly accept actual flaws in a Rolex.
Again, I think your expectations of perfection in every minute detail in places nobody sees, are unreasonable. Particularly in a watch at the Borealis price level.

On my Cascais, the bracelet buckle did not appear to have been tumbled and deburred and the edges were very sharp. I've not had that issue with watches with the same ratchet buckle, but most were $150-200 more, and one cost slightly less. Regardless, the Cascais was a sub-$500 watch, and everything else was phenomenal for the price. I wasn't upset with that issue. I softened the corners and edges with some files and sandpaper myself and was perfectly happy with the watch.

Also, Borealis shipped out second bracelets free to Cascais owners.with tiny wrists who couldn't fit the original bracelet. (I have large wrists appropriate for the large dial and only own the large bracelet) It's a rather large watch, so unlikely there were many people with small wrists wearing one, but they took care of their customers anyway. To me, that says more about their service than my minor issues with the bracelet, or what I see as a non-issue with your buckle.

 

Were your issues with a Navale? You own a Borealis watch and not just the strap? They seem to be priced at about 30-40% less than similar offerings with buckles that may have the same level of finish as Borealis.

You speak as if the entire buckle was unfinished. But earlier said, and your pictures show, it was only the tiny front edge that wasn't brushed, not the entire buckle. I don't have a true Isofrane but both of my Benarus Cuda, second only to the original, both look similar to that edge on your Borealis and I had never noticed before. Looks fine to me and it is a part that isn't really visible. I'm fine with that level of finish on an Isofrane copy even though the Cuda straps were almost as much as an Isofrane.

And most people seem to know that screws work their way out regardless of brand. They either check them frequently, use a bit of Loctite, or both. I'd rather Loctite them myself than screws be nearly impossible to remove from the factory. I'll often swap signed buckles onto different leather that I prefer or to replace as straps are damaged or worn out.

You posed the question as if you wanted opinions, then attacked those who disagreed. It appears you didn't want honest opinions and simply wanted validation of what you had already decided.

It isn't a $10k Rolex, and I've seen people ignorantly accept actual flaws in a Rolex.
Again, I think your expectations of perfection in every minute detail in places nobody sees, are unreasonable. Particularly in a watch at the Borealis price level.

On my Cascais, the bracelet buckle did not appear to have been tumbled and deburred and the edges were very sharp. I've not had that issue with watches with the same ratchet buckle, but most were $150-200 more, and one cost slightly less. Regardless, the Cascais was a sub-$500 watch, and everything else was phenomenal for the price. I wasn't upset with that issue. I softened the corners and edges with some files and sandpaper myself and was perfectly happy with the watch.

Also, Borealis shipped out second bracelets free to Cascais owners.with tiny wrists who couldn't fit the original bracelet. (I have large wrists appropriate for the large dial and only own the large bracelet) It's a rather large watch, so unlikely there were many people with small wrists wearing one, but they took care of their customers anyway. To me, that says more about their service than my minor issues with the bracelet, or what I see as a non-issue with your buckle.

Don't missunderstand me, sorry if you did. I said i am okay with the buckle that way, but the customer suport should be more polite. I have ordered a lot of straps and if they had problems the cs would be very polite with me. I did not attacked any forum colleague, i respect everyones opinion.
I just wanted to present to you all my experience with Borealis. You don't have to agree with me or to disagree, just make your own decision, and a review it's always good for us all.
That's why we are all different, different perception, different opinions. But we can all help each other with tips.

 

Interesting that it looks like you just joined the other day and your only posts are in this thread. Is this your first watch of that price level? It looks like you joined just to complain.

 

Hello,

I have a colection of english fusee pocket watches. Also i have some vintage Enicar, Hamilton, Glashutte, Stowa and Universal Geneve watches. I will post about my collection in the right topics, you will be welcome to read about them.
Also interesting that you are registered from 2012 and you have only 16 posts, 2 of them on my thread

 

I've been reading here for many years, buying for 8. I usually have nothing to say and just enjoy reading. But I have more time thanks to COVID and your complaints were so outrageous I couldn't remain silent.

 

Maybe if you have had my experience with your watch coming off, maybe you would understand. But no problem, i respect your opinion that i have over reacted. As i have read, there also other people that they complain about the customer service, maybe i didn't over reacted.

Experience with Borealis rubber strap

My first rubber strap experience was with Citizen and Seiko diver rubber straps. Way too stiff for daily wear. Gave up on rubber till I met Borealis vulcanized rubber straps. Now it is my favorite. More so than bracelet and Blushark Alphashark. Which was my favorite. Bought my first Borealis...

www.watchuseek.com

 

The company must be a bit hit and miss.

I have just checked my two Borealis Isofrane style straps and the buckles are finished all over to a high standard - screws seem pretty secure. I actually think that they are quality straps and great VFM.

I was impressed enough to recommended them to a friend but when his arrived the end that takes the spring bar was pinched and misshapen which was a bit of a surprise.

I thought it was a one off but now I'm not so sure

 

I have a couple of rubber straps from them and find them to be extremely high quality for the money. Very comfortable.

 

They really are confy, the customer service is weird.

 

Having owned six Borealis watches over the past four years and currently owning three of their inexpensive Isofrane-style rubber straps (for which I paid $25 each), my expectations of quality are commensurate with the price I paid. It appears that your Facebook interaction was with the owner Carlos and he's known for his relatively gruff responses to customer complaints. His wife Maria is much more diplomatic in customer relations, in my experience. I've dealt with both over the years on several occasions and have no complaints -- they've always been quick to respond and have dealt with me fairly and with respect.

As others have said, a dip in Loctite is exactly the correct answer for a screw repeatedly backing out. It's regularly used by Oris, Omega, and many other manufacturers. Archer, the Canadian watchmaker who frequently posts here on WUS, uses it a matter of course on every watch he works on.

Carlos' response may have been brusque, but he did give you a correct solution and apparently felt that he answered you the first time. It appears that he became annoyed when the issue was pressed, particularly concerning a very inexpensive rubber strap. Obviously that doesn't sit well with you, but it is what you experienced.

 

Yes, i think you are right. That was the problem, you understand the situation.

 

I got the same reply when I asked them if that's representative of the quality I should be expecting from their straps: "The buckles are all hand made so no buckle is the same." I decided I will not be buying anything else from them.

Here are the pictures that I sent.

 

You posted here and shared your experience. Thank you.

But it seems as though the motive behind it, is a little more interesting. I can be wrong, but ask yourself this.

Did you post this thread in an attempt to bully/manipulate/control/hurt a company and their reputation because you want them to send you a "free rubber strap" or to kiss your @$$ and send you a flowery language letter confessing their sympathy, and deep apologies for your bad day?

Or, do you genuinely want to spread "awareness" of the horrors of the $35 rubber strap world, because you're such a good guy, and just want to spare others of the terrible experience (spoken with extreme levels of sarcasm)

Get over yourself. Go buy some loctite, and enjoy your strap. The response was perfect. You are alive today, and can enjoy your watch, on whatever strap you choose to enjoy. Stop trying to pretend that you are not trying to "show this corporate overlord that they will rue the day they didn't serve you like a God"

I have purchased at least 7 straps from Borealis, and honestly, I've never even seen the side of the buckle. Also, they have all been amazing straps, and others who I let borrow a strap, went on to purchase their own. Put your watch on. Put on your adult clothes. Go out and live life creating beautiful memories with your watch.

The customer is not always right. Sometimes they are petty creatures who DEMAND apologies and for the business to cater to them. I'd have blocked you too. You are the customer, that every business owner despises. Nothing they did or said would have satiated or satisfied you. You can lie to anyone you want friend. Just don't lie to yourself.

Have an amazing day. Somewhere, someone is trying to figure out how to feed their family. I hope that you will make it through this these trying times with your watch strap screw troubles I'd be willing to bet a Seiko 5 that every single time someone posted, "Oh man, now I might not buy straps from Borealis" You smiled, and felt powerful for a minute.

The amount of time you have spent typing, taking pictures, and crying about your strap. You could have made enough money to buy a real Isofrane. The only crime committed here, is the tragic waste of everyone's time (and on a watch forum, you would think people would be more cognizant of TIME)

 

You posted here and shared your experience. Thank you.

But it seems as though the motive behind it, is a little more interesting. I can be wrong, but ask yourself this.

Did you post this thread in an attempt to bully/manipulate/control/hurt a company and their reputation because you want them to send you a "free rubber strap" or to kiss your @$$ and send you a flowery language letter confessing their sympathy, and deep apologies for your bad day?

Or, do you genuinely want to spread "awareness" of the horrors of the $35 rubber strap world, because you're such a good guy, and just want to spare others of the terrible experience (spoken with extreme levels of sarcasm)

Get over yourself. Go buy some loctite, and enjoy your strap. The response was perfect. You are alive today, and can enjoy your watch, on whatever strap you choose to enjoy. Stop trying to pretend that you are not trying to "show this corporate overlord that they will rue the day they didn't serve you like a God"

I have purchased at least 7 straps from Borealis, and honestly, I've never even seen the side of the buckle. Also, they have all been amazing straps, and others who I let borrow a strap, went on to purchase their own. Put your watch on. Put on your adult clothes. Go out and live life creating beautiful memories with your watch.

The customer is not always right. Sometimes they are petty creatures who DEMAND apologies and for the business to cater to them. I'd have blocked you too. You are the customer, that every business owner despises. Nothing they did or said would have satiated or satisfied you. You can lie to anyone you want friend. Just don't lie to yourself.

Have an amazing day. Somewhere, someone is trying to figure out how to feed their family. I hope that you will make it through this these trying times with your watch strap screw troubles I'd be willing to bet a Seiko 5 that every single time someone posted, "Oh man, now I might not buy straps from Borealis" You smiled, and felt powerful for a minute.

The amount of time you have spent typing, taking pictures, and crying about your strap. You could have made enough money to buy a real Isofrane. The only crime committed here, is the tragic waste of everyone's time (and on a watch forum, you would think people would be more cognizant of TIME)

I really like Borealis, i own watches from Borealis, i don't need a free strap, as you mentioned, i just want a better customer service. If you think you don't deserve a better service, it's your choice, just wanted you to know my story. As you can see, i'm not the only customer is this position.