Montblanc Service Experience: A Collector's Review

MichaelC · 2017-03-28T11:03:26Z

MichaelC details a frustrating Montblanc service experience, highlighting poor communication and packaging. Community members compare it to AP and discuss how service impacts brand loyalty.

MichaelC

WPS member · Montblanc forum

58 replies15173 views2 photos

MichaelC's detailed account of a Montblanc service experience highlights a critical aspect of luxury watch ownership: after-sales care. His candid review, focusing on communication and packaging, serves as a valuable case study for collectors considering Montblanc or evaluating service standards across the industry. This thread underscores that even minor missteps in service can significantly impact a collector's perception of a brand.

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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.

About the Montblanc 1858 Collection Ref. 1858

The Rolex Bubble Back, reference 1858, represents an early example of Rolex's self-winding waterproof wristwatches. This reference is part of the broader Bubble Back family, characterized by its distinctive domed case back designed to accommodate the thicker automatic movement of the era. It showcases Rolex's foundational efforts in developing robust and reliable automatic timepieces for everyday wear, laying groundwork for future Oyster Perpetual models.

This particular reference features an 18k white gold case, measuring 38mm in diameter. It is fitted with a sapphire crystal, protecting a silver dial. The watch is powered by an automatic movement, specifically the Boucheron 1858 caliber, offering a power reserve of 42 hours. The fixed bezel and leather strap complete the watch's classic presentation.

For collectors, the reference 1858 holds interest as an early and relatively rare iteration within the Bubble Back series, especially in white gold. Its larger case size for the period also makes it appealing to modern tastes. The presence of a date complication adds to its functionality, distinguishing it from simpler time-only Bubble Back models and highlighting Rolex's early integration of practical features.

Specifications

Caliber: Boucheron 1858

Case: 18k white gold

Diameter: 38mm

Dial: Silver

Crystal: Sapphire

Key Points from the Discussion

After-sales service must be impeccable, as exemplified by Audemars Piguet's approach, which includes verbal apologies, assurances, overnight repair kits, and immediate email confirmations upon receipt of the watch.
Poor packaging, like a warranty booklet floating in an oversized box, conveys a lack of care and professionalism, undermining customer confidence in the overall service quality.
It is unusual for a brand to require the original warranty book instead of a copy for service, and the lack of proper packing materials like peanuts or bubble wrap is a significant oversight that can also increase theft risk.
Subpar service experiences can lead collectors to abandon brands, even those that once dominated their collections, as seen with Rolex and JLC for issues ranging from vintage piece handling to general customer service.
Despite initial service frustrations, some Montblanc after-sales experiences, such as quick responses to serial number inquiries for authenticity checks, have been excellent and facilitated deals.
The initial service actions, particularly communication issues and poor packaging, can cause a collector to lose confidence, interest in future purchases, and even consider selling a beloved timepiece.

The Discussion

KMII

Mar 28, 2017

I am sorry to hear this!

And hope the rest of the experience will be \'different\'.

MichaelC

Mar 28, 2017

Me too. Thanks, KMII. [nt]

Mar 28, 2017

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 solid sense of CONFIDENCE that the timepiece will be handled with TLC from the moment it leaves the customer's hands until it gets back. Sending the booklet back floating around in an oversized box doesn't convey a sense of confidence that everyt

MichaelC

Mar 28, 2017

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 a repair return kit to minimize the impact to me for returning the watch 4. an immediate email upon receipt of the watch to the service center I'll stop there, because this is as far as the MB experience has gone. But you know what? AP could ha

Clueless_Collector

Mar 28, 2017

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 industry. Hope you'll get yours back soon in a nicer package and some letter or other forms of appreciation. Rgds Raymond

MichaelC

Mar 28, 2017

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 customers have had very different experiences with AP service. So it certainly seems to depend on the region, and I guess I am in the wrong one for MB.