Disappointed In Mb Customer Service

[meiers]

Hmmm. This is depressing.

[Tom Kellie]

Hmmm. This is depressing.

 

~ meiers:

 

As my own experience with Montblanc China has been consistently positive, this thread has been an education to me.

There seems to be wide variation in service levels around the globe.

What you experience in Winnipeg, or I experience in China, may be wholly unlike what others have experienced.

Without a consistent service standard mileage may well vary greatly...

Tom K.

[tamiya]

~ meiers:

 

 

As my own experience with Montblanc China has been consistently positive, this thread has been an education to me.

There seems to be wide variation in service levels around the globe.

What you experience in Winnipeg, or I experience in China, may be wholly unlike what others have experienced.

Without a consistent service standard mileage may well vary greatly...

Tom K.

Perhaps might have something to do with pens generally don't need much routine professional attention, unlike say mechanical wristwatches?

 

So when they do come back for work, it's generally something serious or special one-off service required. It's hard to put in place a global system that will cover every possible scenario.

 

Many of the Swiss watch marques train & run their own repair centres around the world, service is generally good & they manage expectations well. (Yeah they charge like wounded bull, make MB quotes sound cheap... but perhaps there's more tiny parts in a watch than a pen too)

[Ghost Plane]

US service was lovely before they moved to Texas. I’m not sure what happened, but I wish we could have the old level of service back. With all the focus on boutiques, it seems they’re determined to drive away 90% of their US customers.

[nishantdr83]

US service was lovely before they moved to Texas. Im not sure what happened, but I wish we could have the old level of service back. With all the focus on boutiques, it seems theyre determined to drive away 90% of their US customers.

+1

[Tom Kellie]

US service was lovely before they moved to Texas. I’m not sure what happened, but I wish we could have the old level of service back. With all the focus on boutiques, it seems they’re determined to drive away 90% of their US customers.

 

~ Ghost Plane:

 

Working and using fountain pens far from U.S. shores, reading what you and others have related sounds like dismal circumstances.

I'm truly sorry to know that you've reached the point where ‘Montblanc’ and ‘service’ are an oxymoron.

Very sad, indeed.

Tom K.

[Ghost Plane]

Tom, it’s worrying when they’re actually my everyday tools. I’m suddenly in the position of someone using a Bentley to commute with no local garage capable of providing maintenance or repairs.

[OTDoc]

US service was lovely before they moved to Texas. I’m not sure what happened, but I wish we could have the old level of service back. With all the focus on boutiques, it seems they’re determined to drive away 90% of their US customers.

This has been my experience as well. The pen I wrote about back in 2018 is once again back with MB in Texas. I contacted a boutique/jewelry store but they told me I would be better off sending it to TX than going through them. Sigh. I doubt I will ever purchase another MB pen. When I compare MB service to a place like Yafa that deals with relatively inexpensive pens, the experience is night and day. Yafa has been so good to me! Prompt. Communicative. Helpful. They have never charged me for return shipping even when they state on their form that they might do so.

[Karmachanic]

Montblanc is a subsidiary of Richemont. Montblanc is the only pen brand amongst the 18 Richemont brands. I may be wrong, but I believe Montblanc makes more selling watches and leather goods than they do pens. I, for one, expect the trend to continue in the direction it's going.

Richemont has recently made a big move towards e-commerce. Don't be surprised when boutiques decline in number.