MTF
[PuristS]
13383
Beware victim bias
Observer bias (also called experimenter bias or research bias) is the tendency to see what we expect to see, or what we want to see.
Todd,
A variant is what we see with "online reviews" and star ratings.
There is no denying that "stuff happens" and aggrieved individuals are most fervent in disseminating this repeatedly.
It only takes one watch to generate 5 - 10 rants.
Good experiences are the norm and expected so it is human nature not to rave as much as a ranter.
I am guilty of this as my good experiences outnumber the rants I see but by not reporting them, I am allowing the false observational bias.
Logically, tens of thousands of watches are sold and services by Montblanc each year...the numbers rise exponentially as watches on the next cycle of service schedule keep coming in, on top of the new ones sold each day.
If we convince the 99.9% of satisfied customers to rave online, the real world results may be more normal.
Repeat that with the other brands we collect and a lot of bad feeling builds up about after sales service.
I agree though that to the victim, it is 100% bad experience.
I used to be asked by patients the mortality rate for a procedure.
It's 1 - 2% in the best hands.
How many have you done?
Ninty-nine....... 
But seriously, I'm not belittling bad experiences. I'm just speaking up for the silent majority.
Regards,
MTF
Service Question
Given some of the reviews I've read here regarding Montblanc's customer service, or the lack thereof, and looking on other sites it's obvious it's not an isolated incident. What are everyone's thoughts about having your Montblanc watches serviced elsewher...
Beware victim bias
Observer bias (also called experimenter bias or research bias ) is the tendency to see what we expect to see, or what we want to see. Todd, A variant is what we see with "online reviews" and star ratings. There is no denying that "stuff happens" and aggri...
Yes... fair point but it still doesn’t answer the question posed...
That f having the service done elsewhere. I’d also be interested to know whether anyone has done this/planning to do this. Thanks a lot! Julian
The analogy is our cars
Cars and watches have schedules for servicing. They have service and repair centres with genuine parts and in-house training. With my new car, we service at the brand garage. For my 15 yer old second-hand (actually 4th hand) SAAB, I used an independent me...
Thanks... but the question is... if you were
unhappy with your brand service for whatever reason (and one can name many issues with brand services - original parts aside as they’re available anywhere and everywhere), would you go to your independent mechanic? 😊
"aggrieved individuals are most fervent in disseminating this repeatedly"
For the rest of the readers here, I did not take to the internet to bash Montblanc, I did not share this story beyond our website - which I joined in its first year in 2001. I did not exaggerate the facts of the story in any way. I shared it here with my ...
Passion Opinion Information...right?
Michael thanks for still seeking perfection in imperfect world. Your D
I'll be honest, I don't seek perfection. Just some accountability and maybe a little professionalism.
Those things go far with me. Thanks for your support, D
Service from Montblanc in Singapore has been great to be fair
Michael ‘s incident was really bad and I feel Montblanc should not have allowed this to happen ! I’m fortunate that in Singapore , the MB team has handled my problems much better in a few cases before so I still have faith in them from a servicing standpo...
I'd research where you're servicing the watch...
Is it a personalized experience? Is it at a major hub where thousands of watches are processed? What do you expect the training of the staff to be? What is the work ethic locally? I can tell you that I would pass on the Dallas Richemont hub for servicing....
GreyTech
the reason I was asking is because something is wrong with my GreyTech. For those that remember when I bought the GreyTech a few years back, I only had it for about a month when the chronograph stopped working. Monthlanc went above and beyond and were abl...
Todd, to your original question, my poor experience was due to the bad logistics of the Richemont process
As I replied above, every misstep by the brand was fully avoidable. To Melvyn's point about the stories we read tending to be a real minority of the overall, I agree with his blanket idea. But in my example, it does not apply. I experienced many poor Rich...