MichaelC[AP Moderator]
18962
Some separate comments about my ongoing service difficulties with Montblanc -
May 04, 2017,15:30 PM
I will reply individually in the "update" thread a bit later. I appreciate all of your support and added remarks.
1. I have no personal interest in drawing negative attention to Montblanc or any watch brand. In fact, just the opposite. But I believe in sharing the truth, good or bad.
2. I don't fault Montblanc that my watch seemingly broke for no reason after a few months of service. This can happen with any brand, and it was my bad luck with this one.
3. What I do find utterly wrong, disappointing, frustrating, and angering is Montblanc's service process. From the very first call when I was given incorrect information, this experience has been a complete cluster f*@k.
4. After my last update several weeks ago, in which a Montblanc "concierge" worker contacted to apologize for returning my warranty booklet unannounced and without any protective packaging, I was encouraged. I felt it was the right thing to do to have a human contact me and apologize for the horrible service to that point. I was assured that my specific timepiece had their direct attention now, and they would see to the rest of the process getting handled correctly. I felt assured, and I believed them.
Then today comes and I receive a very generic letter, applicable to any watch they receive. It goes into plenty of detail about essentially the entire watch being scratched (OK, w/ with the disclaimer that maybe the scratches are only visible under magnification, but that is still bullshit and clearly a clause included for all services to deny themselves any responsibility) but says nothing specific about the problem of the watch not working. Just an observation that the watch needs a service - are you kidding me? Why the hell would a brand new watch have been sent in otherwise? And you take over 1.5 months to tell me that? You have not even started repairing it? Appalling. I call the Texas service center, I ask for anyone higher up that might be willing to speak with me or call me back, and the answer is there is no such person. The poor girl I spoke with - again, not her fault, she obviously has no training - she can't answer any questions, and instead makes up her own guess as to what will happen.
What else can I do? I have nobody else to contact. I guess I will wait my additional 12 weeks and hopefully get it back. if there is a single scratch, which definitely was not on it when I sent it in, I am screwed again. Montblanc will obviously not take any responsibility. It says so right in their generic service letter.
Just yesterday, I spoke with a fellow Purist who has replied in the threads and told him that I did think I can fall back in love with my watch when it is returned. How I missed it and just want it back correct. After today's correspondence with the brand, I want nothing more than to put everything in my rear view mirror. I try to be a positive individual, but I will not be lured back in with a phone call stating what clearly turns out to be empty promises.
Mr. Jerome Lambert, your name is atop this brand. We all know and respect you. You should be ashamed of your company's service procedures. Don't worry about designing more new watches. Withdraw from SIHH 2018 and just be honest, say you need a year to get your service process corrected and elevated to at least an average level (even better, go for exceptional, it can certainly be done). This foundation is paramount, and your brand simply does not have it.