MichaelC[AP Moderator]
18857
The end of the saga with my 1858 Tachymeter.
Jul 26, 2017,07:42 AM
Yesterday, after more than a 4 month process, my broken 1858 Tachymeter was returned from Montblanc factory service. I promised to conclude the service experience, so here it is.
A box within a box, this looks good.
Ahhh... let's not get ahead of ourselves. Check the older posts if you need to see how this brand handles logistics. Why put the watch in the extra box when you can save a few seconds and jam it on the side?
For a second I thought maybe they sent me a backup timepiece. Alas, just an empty box...
At least they remembered to wrap it in plastic
And how about this detailed explanation of why my watch would not work, and why it needed to be gone for 128 days:
So far this is just much more of the same. Montblanc does not have any understanding of how to provide a customer with a service experience commensurate with the product they sell.
Now, some good news. The watch has not been scratched and is in the same cosmetic condition as when I sent it in. We should expect this courtesy from every brand, but again, given the previous 4 months of experiences, I had no confidence in what would come back.
We have a heartbeat again, back from the dead.
I can say upon winding the watch and setting the time, it felt much different than I remembered. Maybe mine left the factory initially with some sort of issue, but it did function fine for a few months before refusing to operate. I tried the chrono, everything is operating correctly. It seems miracles do happen.
I am faced with a tough decision. I was 90% sure I would sell this watch the second it came back. After seeing the return packaging - with the watch not even put in the correct box, and the overly generic paperwork - I was at 98%. But to hold this watch, to wind it... I can at least be certain of my initial decision to buy it. It is an awesome design. The case has everything I like, the dial and hands, the seemingly wonderful movement. I want nothing more than to keep it and hand it off to my son one day.
But the thought of another failure, or what about a general service in 4 or 5 years? If I never have to work with these people again that is a good thing for my stress level. This process was beyond disappointing. I won't be dramatic and say they have lost a customer, it is utterly apparent they could care less about that. But I will never again purchase another Montblanc product of any kind, that is for sure.