Montblanc Starwalker Extreme Quality Problems, Pls Help

[luka505]

Fellow FPNers, I would kindly ask for your help/thoughts on how to approach the problem I have with Montblanc and their consistent inability to provide me with a pen that works properly. Please find the story below (I apologize for the length in advance)

 

About seven months ago I had the misfortune of becoming the owner of a MB Starwalker Doue. While coming home from the store I was looking forward to my latest acquisition, which also happened to be my first MB pen. However, from day one the pen was constantly skipping regardless of the paper used. So I wrote a sample letter containing about 140 words, 21 examples of skipping among them. On the same sheet of paper I also wrote a sample text with my Waterman Carene, which was flawless. I then went to the MB dealer where I bought it and sent the sample and the pen for nib exchange - Namely, as it happened within 6 weeks of purchase I decided to use MB offer for nib replacement.

 

I received the pen back from the "repair" after about two months. Seems the nib was not exchanged despite my asking, as the description of services provided says "Forepart, Feeder case, ink feeder, nib alignment". I would not make a fuss about that, had they really repaired the problem. Unfortunately, the problem only got worse. I wrote another sample letter, again with about 140 words, only this time with 23 examples of skipping. To add insult to injury, the pen now started exhibiting a much richer flow after pausing - making the first word or a few letters much more intensive in colour. I again requested the nib to be exchanged (on the grounds it was not exchanged the first time and the problem was not fixed by repair), sent the pen and the sample via the dealer to the repair centre.

 

Yesterday I again went to the dealer to pick up my pen which arrived from the "repair" - this time also after about two months. This time the services provided included "Forepart, Feeder case, ink feeder, nib alignment". Well, I can say they fixed both the skipping and the ink flow issues this time. The "only" problem is that now the pen doesn't write at all! I tried using two different cartridges (both MB Royal Blue, both in perfect condition), with no luck.

 

As you probably guess, I am pretty much irritated now, and am ready to make a fuss (and a big one at that) about this entire issue. Sending it for a repair for the third time without any complaints on the quality and the service received so far is really not an option. Do you have any advice on how to best approach this and finally get what I paid for? Any similar experiences?

 

Thank you all,

Luka

[Russ]

Wow. I feel really bad for you. Pens are supposed to be a joy, not a hassle -- and you certainly received a lot of hassle. I hope you get the resolution you deserve!!

 

I would be glad to have an MB, but stories like these make me pause and run away. Why, why must a company with a fine tradition like MB be so difficult with owners? MB presents the image of pride in its build process; it seems that effective service does not particpate in that tradition.

 

Question . . . what ink do you use? Have you tried other options? I wonder if the repair person used an ink different from your usual choice, and thereby found the pen to write well ???

[jar]

Take the pen back to the place where you bought it and ask for a refund.

[Blade Runner]

 

 

I would be glad to have an MB, but stories like these make me pause and run away. Why, why must a company with a fine tradition like MB be so difficult with owners? MB presents the image of pride in its build process; it seems that effective service does not particpate in that tradition.

 

 

 

That's like saying based on my 4 new Pelikans with nib QC issues all Pelikans are problematic. Frustrating yes, but it would be misleading to make that generalization.

 

 

To the OP: At this point I suggest a nib or pen exchange and a telephone conversation with the MB service center supervisor. With your pen include a couple sheets of your stationery with a writing sample from your Carene to give them an idea of what you like, and ask them to pop in a cartrdige, and thoroghly test for immediate starts, steady consistent flow, and no skipping on your stationery. That's worked for me. Or as Jar suggested, a refund is an option. A problem pen of any brand can be frustrating, but it's not one of life's major crises, and when a brand has enormous resources, the problem can be eventually resolved. Good luck!

Edited September 8, 2010 by Blade Runner

[meiers]

I would be glad to have an MB, but stories like these make me pause and run away. Why, why must a company with a fine tradition like MB be so difficult with owners? MB presents the image of pride in its build process; it seems that effective service does not particpate in that tradition.

 

 

 

That's like saying based on my 4 new Pelikans with nib QC issues all Pelikans are problematic. Frustrating yes, but it would be misleading to make that generalization.

 

 

To the OP: At this point I suggest a nib or pen exchange and a telephone conversation with the MB service center supervisor. With your pen include a couple sheets of your stationery with a writing sample from your Carene to give them an idea of what you like, and ask them to pop in a cartrdige, and thoroghly test for immediate starts, steady consistent flow, and no skipping on your stationery. That's worked for me. Or as Jar suggested, a refund is an option. Good luck!

 

+1

[BrandonA]

This isn't good. Did you test any of the pens in the shop in front of their assistants?

 

I'd try it on your paper with your inks and then see if they suggest trying it with their own ink/paper. I could be wrong but you'd hope that they tested it themselves but somehow got different results than you.

 

I have had trouble with ink before. If I fill one of my pens with any ink other than this ink it works perfectly on all different paper/pads I have. If I put the grey ink in it though, on certain papers it skips like you have suggested.

 

Good luck with your pen.

[luka505]

Wow. I feel really bad for you. Pens are supposed to be a joy, not a hassle -- and you certainly received a lot of hassle. I hope you get the resolution you deserve!!

 

I would be glad to have an MB, but stories like these make me pause and run away. Why, why must a company with a fine tradition like MB be so difficult with owners? MB presents the image of pride in its build process; it seems that effective service does not particpate in that tradition.

 

 

Question . . . what ink do you use? Have you tried other options? I wonder if the repair person used an ink different from your usual choice, and thereby found the pen to write well ???

 

The ink was just about the most conservative choice around - MB Royal Blue (which was also mentioned in the letters to the service centre). That's the only ink I used with this pen. As the pen isn't working at all now, I doubt I will try out any other ink - I'll just let MB people try to explain why it doesn't work filled with their "household" ink.

[luka505]

 

 

I would be glad to have an MB, but stories like these make me pause and run away. Why, why must a company with a fine tradition like MB be so difficult with owners? MB presents the image of pride in its build process; it seems that effective service does not particpate in that tradition.

 

 

 

To the OP: At this point I suggest a nib or pen exchange and a telephone conversation with the MB service center supervisor. With your pen include a couple sheets of your stationery with a writing sample from your Carene to give them an idea of what you like, and ask them to pop in a cartrdige, and thoroghly test for immediate starts, steady consistent flow, and no skipping on your stationery. That's worked for me. Or as Jar suggested, a refund is an option. A problem pen of any brand can be frustrating, but it's not one of life's major crises, and when a brand has enormous resources, the problem can be eventually resolved. Good luck!

 

Thanks for the advice - at this point, my primary goal is that the pen starts writing at all (on any stationery). As for the testing - I somehow thought they would test the pen before sending it back to me... Since they sent me a pen which doesn't put any ink on the paper (any sort of paper, even a paper towel) I guess they didn't bother checking at all

 

I will bring this issue with MB directly this time and see how they react - and post the updates here...

[luka505]

This isn't good. Did you test any of the pens in the shop in front of their assistants?

 

I didn't - I was in a bit of a hurry and it never occured me that the pen might not write at all...

[Kalessin]

As with other issues of customer service, the best way to handle this is clearly and calmly, with your dealer, and if necessary, work your way up the ladder with Montblanc USA service and then to the headquarters in Hamburg if needed. Contact information is kind of buried in the Montblanc website, but it's there.

[mano I]

FWIW, I've found that when problems aren't fixed at the dealer and basic mfg. level, getting the name and address of three or four top brass (CEO, President, CFO etc.) and sending them all a letter usually gets results. Make yourself a known and nice PITA if need be and send follow-up correspondence. They probably won't handle it themselves but most of the time they'll make sure you get results.

 

You've probably done this, but letters should be brief with the problem stated in the first sentence and give a clear solution.

 

The one and only problem I had with MB was taken care of at the first level with a few emails and phone calls. They sent me some inexpensive gift/accessories for my troubles.

 

Best of luck to you.

[luka505]

just a short update - I contacted MB via their website... They responded fairly quickly and I am currently waiting to see if and how they will resolve this issue.

[meiers]

Montblanc will come through for you.

They pride themselves on customer service.

 

Going through an authorized dealer has always worked for me.

Clear communication is the key.

 

Matt

Edited September 17, 2010 by meiers

[luka505]

Montblanc will come through for you.

They pride themselves on customer service.

 

Going through an authorized dealer has always worked for me.

Clear communication is the key.

 

Matt

 

Well, they now have the opportunity to show if their PR has some real backing... As you can see from my experience, they did not do a good job so far. I hope they will correct that now

Also, I went directly to Montblanc now, as the two previous attempt repairs went through the authorized dealer without any success. Raising an issue to a higher level usually helps in this kind of situations.

[luka505]

I finally managed to resolve this issue and get a replacement pen, but the overall experience with Montblanc customer support was a poor one.

 

Their first response was to hint that it was somehow my fault that the pen writer poorly and that I should send it off to another repair. My reply was polite but direct - I told them I am fully aware of my legal rights (local consumer protection acts) and that I will not hesitate to use those rights and inform the wider public about this entire issue in the process. Only then did they offer to replace the pen - and that process lasted for a couple of weeks too. Replacing the pen is by no means an act of good will on Montblanc side, as they are legally bound by the local legislation to do so or to return my money. As a lawyer friend of mine explained, they were even legally bound to do that after the first repair attempt, since it lasted longer than it is allowed by the law.

 

I would expect such a treatment and service from a seller at some flea market stand (or Delboy Trotter), but not from a company selling luxury items at premium prices. Montblanc has lost a customer here, and I doubt on ever returning to buy any of their products in the future. Furthermore, this experience is something I intend to talk about to my friends and acquaintances so that they bear it in mind next time they intend to buy some luxury items.

 

Finally, I would like to thank all those who replied either here or via messages. Hopefully this thread will also serve as a caveat to those who believe the company PR, as I did before this experience.

[hari317]

I finally managed to resolve this issue and get a replacement pen, but the overall experience with Montblanc customer support was a poor one.

 

 

Sorry to hear about this frustrating episode. I am curious to know whether the replacement pen writes well?

 

Thanks!

Hari

[Blade Runner]

Could you show us a photo of your new pen, and a writing sample would be great too. I'm quite interested in a Starwalker fp.

[luka505]

I finally managed to resolve this issue and get a replacement pen, but the overall experience with Montblanc customer support was a poor one.

 

 

Sorry to hear about this frustrating episode. I am curious to know whether the replacement pen writes well?

 

Thanks!

Hari

 

So far it seems fine, but I didn't have a chance to give it a proper try... But if it doesn't I'll be sure to publish it on the forum, hehe...

[luka505]

Could you show us a photo of your new pen, and a writing sample would be great too. I'm quite interested in a Starwalker fp.

 

The pen looks great – design team really did a good job. It is modern, but not too flashy or anything. In fact, the design is the primary reason why I opted for Starwalker and not some more traditional looking MBs. I’ll take some photos over the weekend + shoot a writting sample and put it here later on.

[josephfabry]

Fellow FPNers, I would kindly ask for your help/thoughts on how to approach the problem I have with Montblanc and their consistent inability to provide me with a pen that works properly. Please find the story below (I apologize for the length in advance)

 

 

 

I had the same exact problem with a Starwalker Rubber Metal with an EF nib. After it came back from service the third time with the same problem, I was livid. I had them send it back for a Nib Exchange and asked them to swap it out for a Fine nib. That solved the problem, except that I lost my EF nib.

 

A few months ago, I posted a letter of complaint on this forum that I had sent to Mont Blanc about horrible service I've received both at the Boutique I use as well as the less than perfect service on my pens sent for service. My letter was not well received on this forum. Suffice it to say, I know exactly what you are going through because it happened to me. I even sent the writing sample with the skips just like you did. The pen came back as if it had never left.

 

Send it back and have them make it right, or have the retailer exchange your lemon for a new pen.

 

Don't give up on the Starwalker. It is an amazing writer, when it functions as it should.

 

Love,

 

Joe