MichaelC
[AP Moderator]
18826
Surprise delivery from Montblanc yesterday.
I was not expecting a package yesterday, but when the dog starts growling at the door something is going on.
To my surprise, a box from MB in Texas. Perhaps a little gift for the inconvenience of my beloved 1858 Tachymeter breaking, or as a reimbursement for my shipping expense? Nope. Here is exactly what appeared when I opened the box:
I will be detailing all aspects of my service experience as I feel other members should know. I have done this fairly for other brands too. So far, this one sucks. Aside from the woman I spoke with, who certainly was courteous and professional, this brand does not have much of a clue. I was told to send my stamped booklet and it would be returned with the repair. So right away that is not true, as the book came back separate. I think that is a good idea, to return the book right away after the info is verified, but that logistic should be known by the people answering questions. And again, with MB service in the USA, you cannot call direct to their service center - you have to go through a liaison. That does not seem best to me.
Want to see what the booklet looked like when I shipped it with the watch? It is in the wrap on the right. Nicely protected so the corners don't dent.
OK, so it is just a booklet, who cares. Well, it is more the principle for me. There is a right way to do things, or every other way. Who puts a little book in a 6" cube box and no packing material to keep it from moving around?
Details my friends. People spending on high end watches appreciate these things. Maybe Montblanc can make big boy watches now, but so far their service standards and communication lack far behind. Well - to be fair - I guess they are directly in line with my watch.
More posts:
Surprise delivery from Montblanc yesterday.
I was not expecting a package yesterday, but when the dog starts growling at the door something is going on. To my surprise, a box from MB in Texas. Perhaps a little gift for the inconvenience of my beloved 1858 Tachymeter breaking, or as a reimbursement ...
I can't disagree with the principle . . .
. . . . after sales service must be impeccable. My experience dealing with AP in Clearwater, Florida, has set the bar for after sale service VERY HIGH. AP does a masterful job on the service side, making it EASY on the customer and giving the customer a s...
That is exactly it. I have no confidence in Montblanc right now.
I''l compare the apple to the orange. When I initiated warranty repair on my AP 15202, here is how I was initially greeted: 1. profuse verbal apology for the issue 2. verbal assurance that the problem will be properly rectified 3. a pledge to overnight me...
Sorry to see and hear that....but if you have as many MBs as your APs....maybe it'll be different? :)
Of course...with this experience, it'll be an obstacle to increase the amount of MBs unless they reassure your confidence. All customers should be treated the same, whether they own 1 piece or many pieces, but we know there's something call "VIP" in the i...
I fully agree Raymond. When I sent in my AP, I did not seek any special treatment.
In fact, just the opposite - I wanted to see how the normal process went so I could share it. I posted on that experience, and no doubt it is a glowing review. Other US based customers have reported the same treatment as mine, while some overseas customer...
Cool!
I totally agree of course with the principle of the matter. These things are incredibly well handled when trading products of much less significance and value than any of the watches. Cheers, Filip
That is so strange
I would think these days everyone would use packing peanuts or a bubble wrap to make sure things don\'t move around in shipment. Not only to protect against damage but in general packages that seem to have loose things moving around or four more likely to...
I'm not sure I have received a package from any company that does not have at least some packing material inside.
Maybe if Montblanc would allow their customers to directly contact their service center, I could have emailed a scan of the stamped page. The general lack of care is very disconcerting.
Shame on MB
Sorry to hear your problems. I couldn't agree with you more; that booklet should have been packed properly. I can see the corner is bent. It seems like they were only interested in the initial sale. Frankly, I am not interested in any watch (no matter how...
Thanks Poky. Getting the watch back in proper condition is most important.
But based upon their treatment, I can't imagine owning any Montblanc timepiece that is not under warranty. Very sad for me, I gave this watch my heart and now the brand is ripping it out. Likely to sell it upon return. And to think I had been looking for ...
Couldn't agree more.
To me, excellent after sales service makes the difference and should be a matter of course for any high end manufacturer. Best, Volker
Phew, that's simply careless
and I would get very nervous on when they will eventually ship the watch back. I'm still a bit puzzled why it was necessary to send in the booklet at all, after all this is the 21st Century and there are things like computers that can store and transmit d...
Thanks for your support, CC.
I'm glad I have you guys here to lean on. You know what my wife says? "That's what happens when you buy a watch from a pen company". And to think of how I pitched her on how awesome this watch was. I guess she knows more than me despite my 17+ years in th...
I'll hold hope they turn it around for me.
This post is really just to say that so far they do not inspire confidence. But, I will not fully judge until the watch is back in hand. And I should not be carried too far away - just 2 weeks ago, this watch was one of my very favorites. I know it can wi...
Tottaly agree! "People spending on high end watches appreciate details."
I feel sorry for you Michael. But since brands do read this forum, I hope things will turn out well eventually. Best Regards, Luis
Thanks Luis. I believe most of us here to be meticulous creatures.
We appreciate the little details, that is a big part of why we choose specific models and spend so much on these precious little objects. When a brand gets the little things right, we notice. When they don't, it is painfully obvious.
Hmm...
Not good so far and sorry to hear. As many others have stated, to be a true 'high end' brand there needs to be a consistent (and good!) quality from pre to post ownership. I'll refrain from making a full judgment until this process carries out fully; I si...
Hopefully MB can learn from this. If you want to sell real luxury products...
You must have the support behind them. I hope my final my final judgement can be positive.
Sorry to hear that and hope your watch will be taken care of soon as that's the most important!
I've got very good service from the local MB boutique directly though. Maybe that is the difference if there is no local boutique and one has to deal w/ the customer service over the phone.
I'll keep everyone posted.
I wish I had more favorable comments to share at this point. Missed opportunity by Montblanc.
If my watch is returned floating in a box like the book...
Well, let's just hope that is not the case!
receiving a package like this...
... gives you a bad feeling about how the service itself may work out, it is just unprofessional and shows little care. Now, it can be that it was not the standard procedure, maybe a new employee or temp filling in and not caring about standards.... If th...
Thank you Henrik. When I first saw the label on the box...
I thought "I hope they just don't send the watch one day without any notice". Then when I felt the contents loose inside, I assumed it was nothing I sent to them. Very surprised to find my book in the box. But as you mention, everything considered togethe...
Sorry to hear this, Michael
Seems sloppy for a company that is trying to get into the realm of the big boys. Even Amazon packs cheap plastic goods with packaging material. I hope that the watch is fixed and delivered safely packed back to you....it is after all a really nice watch.
Thank you my Friend.
1 single air packet could have even kept the book from moving. But even better, put it in a bubble envelope like I sent it in. I'm sure I do not need to tell you how much care I used to package the watch itself. You could probably have played soccer with ...
After-care should be a very pleasant experience
Especially when a new product breaks down which in itself should not happen.
Exactly. It is an opportunity for a brand to excel.
To earn more loyalty from the customer. I am not upset that my specific watch failed. That can happen, I am reasonable and understand that. But by all means, a brand should know how to correctly handle the repair from start to finish.
After sales MB on my side - only positive
Did not have to send a watch yet (except a Minerva Chrono took a few months but who care). Recently asked serial number of a Minerva watch. provided all the details and asked for quick response as the purchase depended on it. After one day already receive...
This is not remotely close to an equal comparison.
You sent an email or made a call and got a reply. I consider that common courtesy. Whether or not a brand is willing to provide this information is a different subject, and good for you that MB did. Sending a watch for warranty repair is an entirely diffe...
It makes a lot of difference to how one grows into a manufacturer.....
.....I have essentially 4 main manufacturers that dominate my collection. Once, it was dominated by just two...but those two have done such an appalling job in the issue of servicing and customer service that I basically stopped collecting them. For one o...
Fully agree and we as customers have the power to make different purchase decisions
when my 2-month old BMW broke down on the motorway, it's not pleasant, but can happen. But when the service of that embarrassing event turns out that they are trying to cheat me, then that's it. Do I still drive a BMW now? Nope.
Another lost opportunity.
These things happen. But how a brand stands behind is what counts.
Agreed. As I replied to Arie above, this is an opportunity for a brand to shine.
In this case, Montblanc's initial actions have done just the opposite - they have made me lose confidence, lose interest in buying another Montblanc product (watch, pen, leather good, anything), and make me think about wanting to sell the watch. Think abo...
Michael, I may not be telling you anything you don't already know
but the Texas Service Center is a Richemont SC-it handles all the watch brands for watches sold in the U.S. EXCEPT Lange (and I am not sure about Vacheron). This service center is notorious for leaving customers dissatisfied for all brands equally. Unfort...
Yup. In this regard, I am lucky.
My watch was forwarded to Montblanc Switzerland for repair. I was told over the phone this would be the likely decision, and I am perfectly OK with the repair taking longer in order to be handled by the watchmakers who are best equipped to service the 16....
I agree, details to matter
The service should be equal to the product and lifestyle the brand is selling. Unfortunately, this is an area that demonstrates why conglomerate business models aren't the most ideal. I have heard of other Richemont brands service experiences being poor a...
Ugh... Very upsetting...
I actually went into a beautiful new Montblanc boutique to inquire about the 1858 Villeret watch and the employee left and never returned. I waited for a few minutes, as the way she left inferred that she was going to do some research into the watch. But ...
Very disappointing.
The shame is that the watches themselves have seemingly earned the right to be considered with other great brands. But everything after the watch is sold appears to be a wreck. Big missed opportunity for MB. The proper network should have been in place an...
Sorry to hear amigo
hopefully Montblanc can make up for their to-date poor service and repair your watch to 100% satisfaction and return it properly and conveniently to you Let me know if I can help buddy Cheers Robin
Offer
Michael, I really think you should take up on Robin\'s offer. Without his help, I probably would have sued the company or something. He brought the right people to resolve the issue for me. On the other hand, I\'d be curious to see how this would have tur...
Well, I'm not so sure what Robin can do.
I live in the U.S., and the watch had to be returned to the U.S. Service Center. Now the watch has supposedly been returned to Switzerland. I'm certain it will be returned through the same service center in Texas. Maybe Robin knows some workers at the fac...
Certainly, this gesture is appreciated.
Sounds like Art is not the only Mod with "a guy" at the factory... I do thank you for reaching out Amigo.
Thank you Robin. Can you pick it up at the factory for me :-) ?
I have no intention to bash MB in this thread. How many times have I praised the 1858 Tachymeter? I am just sharing the experience so far, and really I guess the offenses boil down to communication issues and a lack of understanding of the process. Should...
Lol I live too far !
i understand your frustrations today my friend ... Will feedback to Montblanc and hopefully they can improve when they service the watch and send it back to you Cheers Robin
Retail is detail and most of the houses do concentrate a lot on their boutiques or AD network
...but after sales service is at least as important if not more and unfortunately only few handle that part with enough care and seriousness. Of course it is not the only criteria but certainly an important one so as to judge if a house is as good as it p...
Thanks a lot, Mike. I have positive thoughts for the remainder of the process.
Enjoy your day as well
Wait...
until you see the size of the box your watch will be shipped back in... no bubble wrap or that polystyrene stuff... just air to cushion it... Lets hope to god not! Crazy crazy crazy... you can have the best product in the world but if you do not look afte...
