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1 March 2017, 09:48 PM | #1 |
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Mont Blanc - dreadful warranty service
my Mont Blanc Starwalker Red Gold resin pen
without warning or being dropped the red gold ring on the cap sheared off about 1mm from the cap end it was a jagged break i contacted Mont Blanc London and was told it had to be returned directly to Germany - they did not accept repairs/returns in the UK went to Post Office and to send to Germany with insurance the cost was over £35 fortunately i had a quick look at another forum who said Mont Blanc products could be returned through any AD free of charge - why did Mont Blanc not tell me this? so pen sent though local AD and received yesterday - repaired BUT i would have expected a note saying something along the lines 'we are sorry you experienced a problem with your Mont Blanc pen which has now been fully repaired - etc etc' and to add insult to injury they refitted the same part used fineliner refill! not being happy i just rang Mont Blanc UK got through to a French sounding female of outstanding arrogance (the French 'do' arrogance like nobody else on earth) when i asked why no note and why refitting old refill? the reply WHY SHOULD WE? i just mentioned the small thing of customer service in the luxury goods market and goodwill? no reply so i told her i would write this up on forum i have also mailed Mont Blanc UK with my concerns but i will never ever buy Mont Blanc again - i have two pens and a money clip i'd sooner use a pencil than a Mont Blanc pen |
1 March 2017, 11:47 PM | #2 |
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Okay. Does sound like an earth shattering problem far bigger than say, Brexit.
People often don't do what we expect. Fortunately most slights are not life threatening. Fortunately today there are many, many, many, many even better choices out there in Fountainpenland than Montblanc. Maybe this is an opportunity for you to explore and see what's there. |
2 March 2017, 08:05 PM | #3 | |
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Quote:
so, maybe i'm old fashioned in that i am appalled at the lack of service from a premium marque? or are Mont Blanc a victim of their own success and feel they no longer have to try? there may be 'better' pens than Mont Blanc in your opinion - however i like the styling and red gold of the Starwalker and the pens/fineliners suit my writing style and i do know a fair bit about writing being a retired architect from the days when notes on architectural drawing were always handwritten |
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2 March 2017, 09:41 PM | #4 | |
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And did you know there is a special nib grind called an Architect nib designed to replicate the printing style found on Frank Llyod Wright drawn plans? For Montblanc fountain pens and fountain pen customers are simply a side line. Today Montblanc is about leather goods, perfume and jewelry. The fact you did not get a note when the repair was done really does seem like a pretty picayune complaint and we should consider our lives very blessed if that rises to the level of an issue. |
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1 March 2017, 11:50 PM | #5 |
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surprised anyone would bother to fix a broken pen these days?
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2 March 2017, 06:54 PM | #6 |
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2 March 2017, 09:56 PM | #7 |
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Great pen and a bad customer service story. I can not speak to anyone's experience but mine and I have always been very satisfied with MB USA. I have used them twice and each time it was good.
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3 March 2017, 05:27 AM | #8 |
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there are instances of this with many brands that have grown large.. louis vuitton, rolex...
i put it down to the size of the business a smaller boutique brand with only a few hundred employees, many of whom dont even have contact with customers, is easier to manage, a larger brand it is inevitable that a few bad apples will make it through not saying this justifies it but just something to think about
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3 March 2017, 05:34 AM | #9 |
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I think this is officially the most confrontational thread I've seen on the pen forums since I've been here That's like every 5 minutes back on the general Rolex discussion What ever you do, do not ask how people store their pens at night!!
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3 March 2017, 06:49 AM | #10 |
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I've often wondered how the pens get stoned at night but then I fall asleep and have no idea what they do.
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3 March 2017, 04:37 PM | #11 |
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I have used Mont Blanc service twice here in the US for dropped and broken pens. I believe they are in NY, NY. I received outstanding service however this was several years ago.
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3 March 2017, 04:52 PM | #12 |
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interestingly i have had similar problems with mont blanc. the same starwalker model.
the lid has cracked twice through normal use, and i found mont blanc customer service difficult to deal with and IMO fell totally short of where they should be compared to other luxury goods companies. i still use the pen but i could never buy another one. which is a shame as i like the shape and design. |
3 March 2017, 05:17 PM | #13 |
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Speaking of customer service, I would like to comment that Coles Of London for Visconti has been fantastic! Therefore you should all abandon Montblanc and buy more Visconti's............and drive the price of mine up through unrivaled demand
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4 March 2017, 01:08 AM | #14 |
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The purpose of the thread baffles me. The op had a broken pen. The pen company fixed it. What more was needed? Sorry they didn't offer the bedside manner that you expected but to expect it is the problem for me. One should not expect such things and that way when they do happen, there is true joy in that the extra mile was walked. If you expect or feel entitled to it because you bought a $400 pen then you are depriving yourself the joy that comes with out of this world customer service. Not to mention that we are lucky that we can buy $400 pens but we need not forget that $400 is cheap to many people that have and use multi-thousand Dollar pens.
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4 March 2017, 02:37 AM | #15 | |
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4 March 2017, 01:37 PM | #16 | |
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4 March 2017, 03:59 PM | #17 | |
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Quote:
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4 March 2017, 11:05 PM | #18 | |
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4 March 2017, 10:32 AM | #19 | |
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So then you take a chance, but with a world class maker the chance isn't all that profound. It's not such a big deal when you know who you are dealing with. But then again, it is all an education!
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11 March 2017, 12:18 AM | #20 |
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I've just received my MB Le Grand back from Germany too. (Cracked the resin).
Was charged £90 but was impressed with the 2 week turnaround time. Frustrated that pen was returned looking rather grubby / fingers prints etc all over it (not how it was handed over to them). Just got "We wish you the greatest of pleasure with your Montblanc product in the future" |
11 March 2017, 04:37 AM | #21 |
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MB service is fine
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11 March 2017, 05:08 AM | #22 |
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From what I read, you are unhappy because they gave you your same refill and they didn't include a note? As long as the pen was fixed, I wouldn't have really cared about anything else. Full disclosure, I am used to dealing with knife makers in my other hobby, and they tend to be gruff and to the point about things. Case in point, I needed some new screws and emailed the company. I never got a response, but a week later the screws showed up in my mail box. Cool with me. Oh, the product was over $500.
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