Mont Blanc service charges

[Uncial]

You've had a bad experience with a shop. Personally I would simply never take my business there ever again and would certainly warn other pen enthusiasts to ensure they are not stung in the same way. You have been charged something which was not made apparent to you at point of sale. This means you have a case with trading standards regarding this shop and there is a process to go through to have your case upheld. If you feel it is an issue of principle then this is the appropriate route. You will get your £15 back and the shop will get some manner of warning. If they repeat things like this and further complaints are made they will face fines.

[A Smug Dill]

13 hours ago, Emver said:

We look forward to welcoming you to one of our Boutiques or authorised retailers. Please find all our locations on our website. https://www.montblanc.com/en-gb/store-loc

 

Those are two logically distinct and mutually exclusive types of retail establishments.

 

13 hours ago, Emver said:

So I followed the link they sent me and scrolled down the list looking for MB Boutiques close to me,

 

But did you keep an eye out for either the word ‘boutique’ or the name ‘Montblanc’ in the names, to mentally decide which ones are which type of retail establishment? Or did you tell the system to filter the list for Montblanc Boutiques only, because authorised retailers do not interest you?

 

13 hours ago, Emver said:

and sure enough, Francis & Gaye, Coventry, appear on that list!.  That's why I took it to them in the first place (I found them from the official MB website).

 

I'm now totally confused. If Francis & Gaye are a MB Boutique, then why are they trying to charge me extra for shipping?  And if they're not a MB Boutique, then why do they appear in Montblanc's own list of Montblanc Boutiques?

 

 

Francis & Gaye is not a Montblanc Boutique. Nor are Berry's Jewellers, Watches of Switzerland, and Cult Pens, which also appear in the unfiltered list that includes resellers.

 

If you find the statements, “201 Boutiques found in United Kingdom” and ”201 Boutiques found in Birmingham”, to be misleading, I suppose you can complain to Montblanc's corporate head office about the matter.

[Emver]

Oh dear, silly me.  It looks like I've made the elementary mistake of actually believing what I read on the Montblanc website!

 

So when I clicked on the link  "Find your Nearest Boutique" , taking me to a page saying "201 Boutiques found in the United KIngdom",  I naively thought that might mean that there are 201 MB Boutiques in the UK.  And when I scrolled down the list of 201 Boutiques and discovered the name Francis & Gaye on the list, I made the stupid assumption that it might mean that Francis & Gaye were actually one of those 201 MB Boutiques.

 

How wrong I was!  Obviously I should have known that "201 Boutiques in the UK" actually means that there are just 9 Boutiques in the UK, and that Francis &Gaye are not one of them.   Clearly this was entirely my fault for just believing what I read on the official MB website instead of spending an hour searching every possible obscure link just in case it contained any contradictory information.

[Karmachanic]

Looks like you ignored the Search By toggle, and you don't/didn't understand the difference between Montblanc Boutique and an authorized dealer.

 

A Boutique is owned and operated by Montblanc.  An authorized dealer is an independent retailer.  Safe to say you won't make that mistake again.

 

[Emver]

I sometimes wonder why it is that whatever one posts one here, and no matter how hard one tries to embellish it with a little subtlety, irony or even humour, there will be at least 2 or 3 who completely fail to grasp the point.

 

 

[austollie]

Hi Emver,

 

I feel your pain.  I similarly make points on principle.  It's not the amount that matters to you, but the fact that 'surprise' charges were levied, after you thought that you had made a deal.

 

I had something similar (but not identical) with a Lamy warranty repair for a mechanical pencil.  Whilst I found dealing with Lamy's official service agent in Australia an absolute pleasure and there was no room for improvement when it came to the service technicians (who contacted me and even gave me the option to change lead size at no cost), Lamy made it hard for me to get my original postage back, even though its website said that the postage would be refunded (and this is, in any case, standard practice for warranty repairs).  It took so many e-mails to resolve this, that the value of my time that I invested in resolving the matter far exceeded the cost of the postage.  Still, I felt that it was important to resolve a matter of principle.

 

 

 

 

[Karmachanic]

Sorry, but from my side, the point is you blaming others for your own mistake.

[austollie]

1 hour ago, Karmachanic said:

Sorry, but from my side, the point is you blaming others for your own mistake.

 

I think that's a little harsh.  If Emver spoke to the agent/ authorised dealer about the service charge, it would have been reasonable for the agent to advise of any ancillary charges.  I personally don't accept that it was incumbent on Emver to trawl through the terms on a website to see if there were additional charges that would be applied.

[A Smug Dill]

On 11/4/2021 at 12:15 AM, Emver said:

… as a matter of principle I decided to make a stand against what I see as unfair treatment by Francis and Gaye.

On 11/6/2021 at 7:53 AM, austollie said:

Still, I felt that it was important to resolve a matter of principle.

 

I completely agree, and am glad @Emver wants to take a firm stand; I would too.

 

F&G doesn't get the £15 after having done some handling work for no benefit to the company in return, but perhaps only unfavourable mention in social media. That's their loss or ‘punishment’ for entirely their fault of not having communicated the handling charges clearly in advance.

 

That does not mean I think it “should”, in the name of what is “right”, waive the charge now that things are so far gone, and time and effort have been wasted on everyone's part. As far as I'm concerned, F&G is also taking a stand on principle, which isn't to do what it takes to mollify a customer at the end of the day. A lose-lose outcome is not the “wrong” one in the situation; my empathy with @Emver does not extend to sympathy, and wanting F&G to yield to make a principled customer happier or suffer less inconvenience and loss.

 

I get that the point is — or, to me, the point is — the principle of it, not about facilitating better outcomes or expressing support for a world that “respects” or rewards obstinate, principled parties (including myself; but in this situation both @Emver and F&G) a bit better. Let people pursue pyrrhic victories and/or martyrdom if they so choose; “allowing” them to fall and suffer is respecting their stance.

 

On 11/6/2021 at 5:29 AM, Emver said:

Oh dear, silly me.  …‹snip›…  How wrong I was!  Obviously I should have known that "201 Boutiques in the UK" actually means that there are just 9 Boutiques in the UK, and that Francis &Gaye are not one of them.

 

Hyperbole and rhetoric do nothing for you in terms of your fellows' esteem of you or sympathy for you; and making mistakes of your own that cannot be blamed on F&G only takes away from your “point”. As far as I'm concerned, the “proper” response to a stranger venting is neither an expression of moral support nor something to offer comfort.

 

I agree Montblanc is partly to blame. I already analysed the extent of its fault, called it out for you above expressly, and even suggested you complain to Montblanc's corporate head office about that narrow, specific, and relatively minor error; I'm sure you'll get an apology if you pursue it, and of course Montblanc will still be happy to repair your pen as per normal, without regarding you as a particularly difficult customer. But it has already admitted it cannot waive what F&G would charge you for handling the repair process, even if some may think the company loses face and/or goodwill for that. The point is not whether Montblanc “should” find some way around it, or offer to reimburse you for the £15, which is an amount it would hardly miss; the point is your standing firm by principle, and all the harrowing trials and immovable obstacles you encounter strengthens your resolve. It's perfectly cool that no easy solution is being offered such that you wouldn't have to compromise to end the drama.

 

On 11/6/2021 at 5:29 AM, Emver said:

Clearly this was entirely my fault for just believing what I read on the official MB website instead of spending an hour searching every possible obscure link just in case it contained any contradictory information.

 

On 11/6/2021 at 9:32 AM, austollie said:

I personally don't accept that it was incumbent on Emver to trawl through the terms on a website to see if there were additional charges that would be applied.

 

Perhaps not; but its incumbent on @Emver to pay close attention to everything and formulate an airtight argument if he/she wants to go on the attack against Montblanc and/or F&G now.

 

I have no affiliation with and no love for any of the parties involved, so however the cookie crumbles is fine by me. Errors were made by every party, as far as I can see, so if we're still discussing this, then let's not overlook any just to paint one party more favourably.

 

For what it's worth, while I could well see myself behave in the manner @Emver did, it does not follow that I think his/her principle (or even my principle, were I in the same position) is inherently morally superior to whichever principle F&G or Montblanc chooses to adhere by.

[Karmachanic]

"Under warranty" is explicitly stated, but it is not unreasonable, in my opinion, to infer application in this instance.  If unsure it would be incumbent upon one to check beforehand.

 

IMPORTANT - SENDING ITEMS BACK UNDER WARRANTY THROUGH FRANCIS & GAYE JEWELLERS

If after 6 months from purchase you require your item sending back to the manufacturer under warranty, but choose to send it back to us (Francis & Gaye Jewellers) to deal with it on your behalf, we will charge a nominal fee of £16.00 which will cover the next day, insured and tracked postage from ourselves to the manufacturer and the return of your item from the manufacturer back to yourself.

[como]

I was recently at a Montblanc Boutique for a mechanical pencil repair. I was told that it would cost either 66 Fr. or 95 Fr. (as indicated in their price list online https://www.montblanc.com/ytos/resources/MONTBLANC/pdf/ch/Preislisten-Online-Chart-2020-CH-EN.pdf), or if more, Montblanc will inform me of the cost before proceeding with the repair. That's proper.

[meiers]

Emver's post set the stage for an interesting and informative discussion about service charges. I learned a lot about MB pricing which I did not know before. I have dealt with Montblanc Boutiques and the MB service centres in Canada and in Germany. Their service has always been outstanding. I have also dealt with Fritz Schimpf in Germany. They are an authorized dealer. They value customer relationships highly and are very courteous. They clearly describe the costs associated with every transaction... 

Emver's experience was a result of muddled and ineffective communication by the authorized dealer... and of their unwillingness to offer a customer a smooth transaction. I think we are all right to follow our judgements and tastes in such matters. I personally do not like the AD's approach and would stay away from them.

[N1003U]

22 hours ago, Emver said:

I sometimes wonder why it is that whatever one posts one here, and no matter how hard one tries to embellish it with a little subtlety, irony or even humour, there will be at least 2 or 3 who completely fail to grasp the point.

 

 

Hi @Emver,

 

There are plenty of folks who feel your pain. Thanks for your report of your experience. My experience with MB is when you run into a reseller who doesn’t get it, it is best to do what you seem to be doing—simply move on. Unfortunate, but such is the world of retail sometimes.

 

@meiers, thanks also for your anecdote. There are indeed some very good authorized resellers out there. Just not all of them.

[NoType]

On 11/4/2021 at 9:38 AM, Emver said:

Thank you for your kind support, NoType, I appreciate it. Sadly there are a few on here who haven't managed to grasp the fact that this is about principle, not about money.

 

I've just received another email from MB Customer Services, confirming that the pen has has been shipped back to the UK unrepaired, as expected. But the really confusing thing is that they wrote the following:-

 

"Please feel free to take your fountain pen to one of our own Boutiques as they do not charge you for the shipping. 
We look forward to welcoming you to one of our Boutiques or authorised retailers. Please find all our locations on our website. https://www.montblanc.com/en-gb/store-loc

 

So I followed the link they sent me and scrolled down the list looking for MB Boutiques close to me, and sure enough, Francis & Gaye, Coventry, appear on that list!.  That's why I took it to them in the first place (I found them from the official MB website).

 

I'm now totally confused. If Francis & Gaye are a MB Boutique, then why are they trying to charge me extra for shipping?  And if they're not a MB Boutique, then why do they appear in Montblanc's own list of Montblanc Boutiques?

 

 

Emver, you’re most welcome.  I understood your decision as well as your motivation, perhaps because I would have followed the same plan of action that you chose; sometimes I feel that “walking in another’s shoes” is a lost art.

I am equally, thoroughly confused at your report.  Your questions are very well aimed.  The only suggestion I have is that the list may include both Montblanc Boutiques and Montblanc authorised retailers, the latter may not follow the same practices as the former, and Francis & Gaye might be the latter.  When I’ve searched for Montblanc Boutiques near me, the results populated both boutiques and authorised retailers.  Perhaps your search results also included both.

edited to add : I wrote the above before realising there was an entire second page worth of posts that cleared up the confusion.  Apologies.

[NoType]

On 11/4/2021 at 11:30 PM, A Smug Dill said:

 

Those are two logically distinct and mutually exclusive types of retail establishments.

 

 

But did you keep an eye out for either the word ‘boutique’ or the name ‘Montblanc’ in the names, to mentally decide which ones are which type of retail establishment? Or did you tell the system to filter the list for Montblanc Boutiques only, because authorised retailers do not interest you?

 

 

 

Francis & Gaye is not a Montblanc Boutique. Nor are Berry's Jewellers, Watches of Switzerland, and Cult Pens, which also appear in the unfiltered list that includes resellers.

 

If you find the statements, “201 Boutiques found in United Kingdom” and ”201 Boutiques found in Birmingham”, to be misleading, I suppose you can complain to Montblanc's corporate head office about the matter.

A Smug Dill, thank you for clearing up the confusion in such a clear, unambiguous manner!  And I for one indeed do find the statements “201 Boutiques found in United Kingdom” and “201 Boutiques found in Birmingham”, to be misleading.

[NoType]

On 11/5/2021 at 11:29 AM, Emver said:

Oh dear, silly me.  It looks like I've made the elementary mistake of actually believing what I read on the Montblanc website!

 

So when I clicked on the link  "Find your Nearest Boutique" , taking me to a page saying "201 Boutiques found in the United KIngdom",  I naively thought that might mean that there are 201 MB Boutiques in the UK.  And when I scrolled down the list of 201 Boutiques and discovered the name Francis & Gaye on the list, I made the stupid assumption that it might mean that Francis & Gaye were actually one of those 201 MB Boutiques.

 

How wrong I was!  Obviously I should have known that "201 Boutiques in the UK" actually means that there are just 9 Boutiques in the UK, and that Francis &Gaye are not one of them.   Clearly this was entirely my fault for just believing what I read on the official MB website instead of spending an hour searching every possible obscure link just in case it contained any contradictory information.

Emver, thank you for the laugh, which in no way dilutes your well-barbed point.  I can see myself making the same mistake, as I am usually searching online while multitasking and sometimes fail to notice important details.

[NoType]

On 11/5/2021 at 1:23 PM, Emver said:

I sometimes wonder why it is that whatever one posts one here, and no matter how hard one tries to embellish it with a little subtlety, irony or even humour, there will be at least 2 or 3 who completely fail to grasp the point.

 

 

Emver, well, that is inexplicable, but at least some of us have a tight hold . . .

[Emver]

A more optimistic update to my original post.

 

My pen was returned from MB in Hamburg unrepaired, and I retrieved it from Francis and Gaye in Coventry last week.

 

Today I took it to Ernest Jones in Leamington Spa who were extremely helpful and efficient, in stark contrast to Francis and Gaye. The assistant immediately quoted a repair cost of £68 as expected, making it clear that there would be no extra charges - no postage charges or hidden handling fees.  They told me that MB expected that it would be returned around New Year, but that in reality it would be likely to be returned sooner.  Ernest Jones are an approved MB retailer rather than an MB Boutique.  It was a pleasure to deal with them.

 

I'm starting to look forward to having a fully working MB 146 back again.

[meiers]

Ernest Jones are among the good guys... 

I completely agree with you. Respectful customer service matters.

[Emver]

The final episode.

 

I've just returned from collecting my 146 from Ernest Jones in Leamington Spa following its repair by Montblanc.

 

The pen looks absolutely brand new, as expected.  They have replaced the piston filling mechanism and the barrel, and I was pleased to see that they have also replaced the nib section which I had managed to fade from black to light grey during my original efforts to take the pen apart - in future I'll be more careful when I use the heater in my ultrasonic cleaner. 

 

I was worried that replacing the nib section might also mean replacing the cap because some people have said that the cap threads are different on the more modern versions.  I can't tell whether the cap is new or not, but the clip is my original one marked "W Germany".  I was also curious about whether they would replace my original monotone gold nib and ebonite feed, both of which were perfect, but the nib appears to be my original one.  So I now have an early 1980s MB146 in pristine condition with completely original specification apart from the striped ink window. The cost was £68 as expected, with no additional fees from Ernest Jones, despite their being just an authorised retailer rather than an official Montblanc Boutique.

 

Thank you again to all those who have made positive contributions on here, and thank you to Ernest Jones in Leamington Spa whose service was excellent.