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Montblanc

UPDATE- Good News

 

Hi all,

Montblanc has actually been amazing once they received my query. I do believe Monsieur Lecamp when he said my previous email did not reach him. Within a week, his team had looked into the matter and gave me a very detailed time line of what happened to my watch. It turns out that the long repair time has been due to two factors, completely outside of Montblanc’s control.

First issue is customs. My watch went from the UK to Montblanc headquarters in Germany first, and then to Switzerland. It turns out that customs regulations meant their Swiss workshop had to return my watch to Germany after the initial assessment due to temporary export regulations not allowing it to have leave Germany beyond a certain time period. After sometime, my watch was sent back to their Swiss workshop for the actual repair. This back and forth added a couple of months to the timeline.

The second issue is to do with my UK dealer/ handler, Watchfinder. Montblanc had sent them on several occasions, quotes to agree to. Each time, they have taken almost three months to reply to Montblanc! This has added some 9 months of waiting time to the process! This was by far the biggest block. I am raising a complaint to Watchfinder.

Montblanc has now kindly expedited my repair and I should be receiving my watch back in February.

My faith in Montblanc has been restored. Very responsive and helpful company. I hope others have not been put off by my story. Montblanc is not to blame for what has happened. I am happy to say I will continue to be a client of Montblanc!

BW,
Chi Kai

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21 Comments view entire thread 

Help with Minerva service please

 
By: chikai168 : October 16th, 2025-13:57
Hi all, How is everyone? Does anyone have a senior contact in Montblanc, specifically for Minerva? I am having a real issue with their servicing. My 1858 blue titanium rattrapante chronograph’s winding system broke in September last year. It has been with... 

Thanks for sharing your experience.

 
By: Bill : October 16th, 2025-15:13
Unfortunately, what you're going through is not unusual with Montblanc/Minerva service. Several members here have reported similarly long wait times, often exceeding a year, particularly for complex movements like the rattrapante. A few key points based o... 

Sorry to hear about this service experience! I don't know anyone that can help but you aren't overreacting and also these kinds of crazy service times are far too common. I think we need more discussion around service times...

 
By: Fastwong : October 16th, 2025-15:46
... so people know what they are getting into when they buy from a brand. After years lost in service I have ptsd when it comes to complications, time only for me which probably doesn't even change servicing time just increases the chances it comes back r... 

They make great watches but........

 
By: sham1 : October 16th, 2025-17:02
Their after sales service is way below par. I had bought a new Star Legacy Suspended Exo Tourbillon in October 2024. Within a month the tourbillon stopped working and was sent back to MInerva for just under three months. Within less a month, the tourbillo...  

You’re not over reacting.

 
By: Jaseewasee : October 16th, 2025-17:43
But you are experiencing what several of us already have. The watches are incredible, but the wait for service is painfully long. I think it’s simply a product of having so few watchmakers on staff, none of which are dedicated to service. My understanding... 

Sad but I'm learning this is how it is

 
By: Todd B. : October 21st, 2025-15:44
I have not had to send one of the few Montblanc watches I have in for service but I recently bought a new Harry Winston watch and I accidentally dropped it when I was removing it from the box for my first time to wear it. A small allumnimum piece on the f... 

Wow

 
By: m2 : October 16th, 2025-18:21
That is not reasonable. IMO 4 - 6 months at most. For a super complicated piece I might be ok with 8 - 10 months but even that is kind of ridiculous. I just had to send one of my relatively new and very complicated watches off for service for another bran... 

Thank you all!

 
By: chikai168 : October 17th, 2025-07:18
Yes, they make really great watches- both at Le Locle and especially at Minerva. But I think we can all agree servicing is lacking! It seems some brands just pushes the sales end but not the after sales side….. shame. These are not cheap watches either- w... 

Unfortunately still no response…

 
By: chikai168 : November 19th, 2025-16:03
I emailed the contact you kindly sent but have not heard anything back…..

I am sorry to read that

 
By: penfriend : November 20th, 2025-06:19
as he is the CEO of the watch branch that is no good sign at all... only advice I have is to resend the message and demand a reply

Good news!

 
By: chikai168 : November 21st, 2025-14:46
He responded to my chaser email straight away! Apologised for the delay and said that he cannot seem to see my first email. These things do happen. He now has his Director of manufacturing and quality manager on the case. Fingers-crossed!

What is the status?

 
By: RDSChicago : December 7th, 2025-06:04
Anxious to hear how things are going with your watch in service? So glad I found your thread for it has caused me to reconsider an intended purchase of a Montblanc watch! Really disgraceful and inconsiderate on the brand’s part! When you’re spending serio... 

UPDATE- Good News

 
By: chikai168 : December 16th, 2025-18:30
Hi all, Montblanc has actually been amazing once they received my query. I do believe Monsieur Lecamp when he said my previous email did not reach him. Within a week, his team had looked into the matter and gave me a very detailed time line of what happen...