Montblanc - Service Question

Service Question

Given some of the reviews I've read here regarding Montblanc's customer service, or the lack thereof, and looking on other sites it's obvious it's not an isolated incident. What are everyone's thoughts about having your Montblanc watches serviced elsewhere? While my local Montblanc boutique is beyond reproach in terms of how they treat me I am very nervous and concerned about when they leave the trusted hands of my local store. Sending any of my prized MB watches for service after reading Michael's horror store several months back frightens me dearly. I know of some small mom and pop stores near me and I was thinking that maybe they might do a fair job and I can control it a bit more since it's right down the street versus my watch being gone for three months in Switzerland via the horrendous MB hub in Dallas, TX. Please flood me with your thoughts on this matter. I appreciate it guys.

Todd

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Beware victim bias

By: MTF : December 6th, 2017-13:57

Observer bias (also called experimenter bias or research bias ) is the tendency to see what we expect to see, or what we want to see. Todd, A variant is what we see with "online reviews" and star ratings. There is no denying that "stuff happens" and aggri...

Yes... fair point but it still doesn’t answer the question posed...

By: Julian C : December 6th, 2017-14:48

That f having the service done elsewhere. I’d also be interested to know whether anyone has done this/planning to do this. Thanks a lot! Julian

The analogy is our cars

By: MTF : December 6th, 2017-15:08

Cars and watches have schedules for servicing. They have service and repair centres with genuine parts and in-house training. With my new car, we service at the brand garage. For my 15 yer old second-hand (actually 4th hand) SAAB, I used an independent me...

Thanks... but the question is... if you were

By: Julian C : December 6th, 2017-15:32

unhappy with your brand service for whatever reason (and one can name many issues with brand services - original parts aside as they’re available anywhere and everywhere), would you go to your independent mechanic? 😊

"aggrieved individuals are most fervent in disseminating this repeatedly"

By: MichaelC : December 8th, 2017-06:39

For the rest of the readers here, I did not take to the internet to bash Montblanc, I did not share this story beyond our website - which I joined in its first year in 2001. I did not exaggerate the facts of the story in any way. I shared it here with my ...

Passion Opinion Information...right?

By: Ares501 - Mr Green : December 8th, 2017-10:31

Michael thanks for still seeking perfection in imperfect world. Your D

I'll be honest, I don't seek perfection. Just some accountability and maybe a little professionalism.

By: MichaelC : December 10th, 2017-08:05

Those things go far with me. Thanks for your support, D

Service from Montblanc in Singapore has been great to be fair

By: jrwong23 (aka watchthebin) : December 6th, 2017-17:29

Michael ‘s incident was really bad and I feel Montblanc should not have allowed this to happen ! I’m fortunate that in Singapore , the MB team has handled my problems much better in a few cases before so I still have faith in them from a servicing standpo...

I'd research where you're servicing the watch...

By: patrick_y : December 6th, 2017-22:08

Is it a personalized experience? Is it at a major hub where thousands of watches are processed? What do you expect the training of the staff to be? What is the work ethic locally? I can tell you that I would pass on the Dallas Richemont hub for servicing....

GreyTech

By: Todd B. : December 7th, 2017-03:49

the reason I was asking is because something is wrong with my GreyTech. For those that remember when I bought the GreyTech a few years back, I only had it for about a month when the chronograph stopped working. Monthlanc went above and beyond and were abl...

Todd, to your original question, my poor experience was due to the bad logistics of the Richemont process

By: MichaelC : December 8th, 2017-07:52

As I replied above, every misstep by the brand was fully avoidable. To Melvyn's point about the stories we read tending to be a real minority of the overall, I agree with his blanket idea. But in my example, it does not apply. I experienced many poor Rich...