MichaelC[AP Moderator]
18994
Jerome Lambert / Montblanc, whatever.
May 05, 2017,19:47 PM
Is it possible JL did not know how horrible the service structure was under his leadership? No way. He cannot avoid this fact, regardless of his new title.
Comments:
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one word comes to mind: SCAM !
By: Tonneau1 : May 4th, 2017-09:39
So, the Swiss watch industry is under attack from external factors like the economy, anti-corruption laws in China that has floated their profits for years, waning interest in luxury goods in some countries, coupled by internal factors such as hubris, con...
Maybe I missed it but...
By: logan2z : May 4th, 2017-10:01
Is there an associated charge for this 'Maintenance Service' or will they actually be carrying it out under warranty? I know you said they didn't explicitly mention the warranty but was just curious if the letter you received mentioned any service cost. I...
No surprise...
By: patrick_y : May 4th, 2017-10:02
Dealing with Richemont Service in Texas is a nightmare. And for that reason, I'd even be in fear of sending a simple Panerai there! Rolex service in Texas overpolishes every watch, if you have a fluted bezel on your Rolex it will completely lose definitio...
Playing Devil's advocate here
By: logan2z : May 4th, 2017-10:06
But they did say that they examine the case under magnification and that the scratches may not be visible to the naked eye. I'd certainly forego any sort of polish if the case looks pristine when viewed without a loupe.
that was my thought as well
By: Tonneau1 : May 4th, 2017-11:36
I'll stand by my perhaps brash statement of "SCAM!" from my post above in regards to this too. Perhaps they're expecting people to fall for a repolishing cost, but only seeing scratches through a loupe!? who cares? If you can't see with a naked eye, then ...
I don't know, but my guess...
By: patrick_y : May 4th, 2017-15:33
My guess is that they put on the letter that every watch came in with scratches to cover their own liability if the customer states they got a new scratch when they get the watch back. I don't have solid evidence, but I've seen watches in perfect conditio...
My watch was in perfect cosmetic condition when sent in.
By: MichaelC : May 5th, 2017-19:13
They can say whatever they want about observing scratches under magnification, fine. But if my watch has 1 single scratch on it that I can see with my naked eyes, then they did it. This is beyond question, regardless of who believes me. For all I know, so...
This is exactly what they did...
By: patrick_y : May 6th, 2017-10:26
sanfrancisco.cbslocal.com You can't trust anyone these days. Come to think of it, my bank has recently cheated me three times. I should go in and complain. The problem is that there simply isn't much anyone can do, as virtually all banks have terr...
La Jolla...
By: ocwatching : May 4th, 2017-13:41
Patrick...if you need Panerai service for that ETA movement..I would try La Jolla Boutique and inhouse watchmaker...hope all is well my friend...
Sorry to hear about your experience....
By: SALMANPK : May 4th, 2017-10:05
I just received an MB WT as a gift, after reading about your experience I am worried as well. Are we as watch lovers just destined to be abused by watch companies when it comes to service and quality control with no recourse or ability to get some decent ...
Opportunity for Mr.Lambert. He could very quickly remedy this.
By: MichaelC : May 5th, 2017-19:17
"Mr Cornella, please accept our apologies as a brand. We do value your business. I would like to send you a brand new replacement watch as a fast compensation for the horrible experience you have endured". Anything short of that is still crap at this poin...
That is a form letter . . .
By: M4 : May 4th, 2017-10:10
. . . with one or two specific comments regarding your watch. Very weak. Montblanc hasn't differentiated the buyer of a Minerva movement watch from the buyer of a quartz movement watch. Your service experience is adding to my feeling that MB is mismanagin...
Just one word: Ridiculous.
By: Pretty Boy : May 4th, 2017-10:11
I'm really sorry for you and hope you get this solved properly in the end. Best, Volker
It's a total CYA letter.
By: patrick_y : May 4th, 2017-15:36
My guess is that they use a standard template that states all watches come in with scratches.
So sorry to hear this, Michael, but not at all surprised.
By: CaliforniaJed : May 4th, 2017-10:29
I have experienced what I consider very poor service from the Richemont service center in Texas with respect to servicing of three different Richemont brands. Such a shame. Best, CaliforniaJed
Sorry you are familiar with this same problem, CJ.
By: MichaelC : May 5th, 2017-19:22
Again, I know it is understandable that a watch can break or malfunction. No problem. It happened with the crown on my beloved AP 15202. But they remedied it so efficiently,so professionally, so correctly. I can't wait for my next AP. One of 2 options to ...
That is so shameful and incredibly outragious
By: crown comfort : May 4th, 2017-10:38
How did they determine the lack of accuracy if the watch stopped working and was sent in for repair under warranty? I fear they've just sent you a standard reply letter and your watch has never seen the desk of their "Master" watchmaker. I would do exactl...
I agree, and fear the same.
By: MichaelC : May 5th, 2017-19:24
There is no specific attention to my watch. As much as I love this watch, and even if we make a huge jump and assume MB returns it and it actually works, why would I ever want to go through this experience again?
I am sorry to read about this.
By: zabreg1 Mr White : May 4th, 2017-10:44
In my opinion, this kind of service for such a brand is completely unacceptable. I hope there is some mistake, and/or they can fix it sooner. I also understand your feelings, and this is merely one of many such complaints I read about here (mine included ...
Sorry to read your post
By: blomman Mr Blue : May 4th, 2017-10:58
Not a good sign for a brand who wants to establish themselves as a serious watch brand. Hope it will come to a good solution. Best Blomman
Utter disgrace
By: Poky : May 4th, 2017-11:13
I really feel for you, I know what it is like from my own past experience. This is not the way to treat a customer. If I were you, I would also sell the watch and stay away from this brand.
I would be as upset as you are
By: Mr Glass : May 4th, 2017-11:48
I am not questioning your reaction and would have probably acted more violently than you (my Middle Eastern blood has a low boiling temperature...). This is not the kind of service I expect, in particular for a luxury product. As someone who has been in c...
I'm Italian, I can run very warm!
By: MichaelC : May 5th, 2017-19:33
But I am also in my 40s, married, a father. This sort of thing can't ruffle me too much. It is just a thing. I accept a failure can happen as I have posted repeatedly. I do not accept Montblanc's horrible treatment of me.
Unfortunately those are the average times
By: piccolochimico (aka dsgalaxy1) : May 4th, 2017-11:58
This industry sells magic and brands, so i'm not surprised at all of the inefficiency of their customer services. Until the day they will invest more money in watchmakers instead of fashion parties and marketing, nothing will change.
Total shame on Montblanc
By: iadxb : May 4th, 2017-13:00
The letter you received is of a standard that suggests dealing with service of bulk merchandise, perhaps 100s each day, likely associated with service of typical Montblanc items such as pens, cufflinks, lower end watches, etc. This cannot even be a standa...
Sorry to read this, Michael.
By: TheMadDruid : May 4th, 2017-13:14
Unfortunately, I am not surprised. Maybe the legal eagles on this Forum can help you avoid suffering the costs of "depreciation" when you sell this watch. And I have to add-I am so glad I cancelled my order for the 1858 Tachy-Bronzo. The only company I ha...
To echo others, unacceptable
By: skyeriding : May 4th, 2017-16:11
Given the prestige carried especially with a top of the line timepiece, I'd expect exemplary service. Hearing more stories like this makes me afraid to venture deeper in the future into these large brands... I personally had a little hiccup with a Richemo...
Jerome Lambert / Montblanc, whatever.
By: MichaelC : May 5th, 2017-19:47
Is it possible JL did not know how horrible the service structure was under his leadership? No way. He cannot avoid this fact, regardless of his new title.
I can understand your frustration
By: gyang333 : May 4th, 2017-18:29
But to point out; if you're done with Montblanc, you better write off all of the Richemont brands (IWC, Panerai, JLC, etc) and also Jerome Lambert is no longer CEO, he is now Head of Operations with Richemont. Edit: also, in the past it seemed like there ...
Who knows if they read here or not.
By: MichaelC : May 5th, 2017-19:49
I will give them some free advice, if they do monitor this forum, they should lie, or make up information like their phonecall takers, and say they don't. Otherwise, they look even worse for missing an opportunity to get involved with this situation. They...
Don't but from non specialized brands
By: ripper444 : May 6th, 2017-09:23
They operate under one umbrella but the service will be different between the brands. I never had any issues with servicing a JLC. Montblanc is on a way lower scale than the rest of the brands you mention. In general a good rule of thumb is not to buy wat...
Sorry to hear that.
By: mj23 : May 4th, 2017-19:13
I am very disappointed to see this result as well. It also changes my view of the brand negatively just like how I learned to like the brand in the beginning from this forum.
Very sorry to hear.
By: willski : May 4th, 2017-20:02
This is terrible after sales service. Any push to become a respected 'haute horology' manufacture will end if they alienate the early adopters. I sincerely hope they invest time and effort to implement long term solutions...
Talk about inefficiency....
By: AlexSunrise : May 5th, 2017-00:57
lack of communication, and compliance within the Montblanc organization.... Calling them a Cluster F%$+ is an understatement. The way they have handled your repair is beyond stupid from their part. Selling a high end product and experience without deliver...
Time to sell
By: ripper444 : May 5th, 2017-07:32
Once a brand does something like this it's better to wait it out and just take the loss and sell it. Word of mouth will hurt them more in the future than you fighting it out with then. I had the same scenario with breitling and the watch came back from se...
If you notice Michael
By: jrwong23 (aka watchthebin) : May 6th, 2017-01:04
I'm also saying goodbye to this brand. Partly a reason why I don't want to be the moderator anymore for this brand on puristspro (I feel bad for KMII) Sorry to hear Michael - just get the watch back and sell it, then move far away from Montblanc, especial...
I hope your watch still works at least.
By: MichaelC : May 6th, 2017-08:39
It says a lot that you are also jaded with Montblanc. I think of all the wonderful publicity and fine articles you did for them. A real shame how they pay back the favors.
Too bad
By: Arie - Mr Orange : May 6th, 2017-01:40
As this remains a yummy sight. Perhaps (and it's ridiculous that the thought itself is even necessary) an idea is to service this watch through an independent master watchmaker? Come to think of it....why don't we (PuristSPro) start a high end watch servi...
absolutely agree
By: Arie - Mr Orange : May 6th, 2017-06:47
So that's why they should embed a solid business rule that they increase the amount of watch (service) makers with the numbers they sell. Everybody would be better of if they'd opt to sell less in order to maintain a luxury service level.
Agree
By: Arie - Mr Orange : May 6th, 2017-08:59
But as you know AP didn't so so grand in other locations around the globe... so apparently there can also be a geographical (dis)advantage. Which should not occur.
Absolutely. I fully acknowledge that fact.
By: MichaelC : May 6th, 2017-09:06
I recently read praise for the AP Singapore Service Center, and that was one of the few times for that location. Of course, here in the US we adore AP Clearwater. So that makes me think, maybe I should only buy brands with trustworthy US Service Centers. ...
I'm not sure if you consider me a "loud-mouth customer" with your reply.
By: MichaelC : May 6th, 2017-08:46
I am just an honest Purist, been here since almost Day 1. I do hope these threads assist Montblanc in straightening out their act. Thinking more realistically, they probably will not change a damn thing, so then I hope my threads make other PuristS aware ...
You were not to take that personally,
By: TheMadDruid : May 6th, 2017-11:32
nor was it meant to be critical of the "loudmouth", even generically. It was written from the brand's perspective; as in "...we'll invest in ambassadors and let service take care of itself. Let's hope no one calls us out."
I know.
By: Arie - Mr Orange : May 6th, 2017-09:04
About the independent service center: I actually thought of this being a very sustainable asset for Indie brands. To take always hesitations from potential customers who are afraid what will happen after the founder retires of the (small) indie brand. Thi...
Arie I do think it is a fabulous idea.
By: MichaelC : May 6th, 2017-10:27
I have had the same thought process on buying from an independent. What happens if they retire, or something else derails them from work? You should pursue it for sure.
Great Idea...
By: SALMANPK : May 6th, 2017-11:10
I'd Invest with you. S
I somehow seem to have missed your post
By: KMII : May 6th, 2017-12:14
I am truly sorry to hear about your experience Michael - this is most certainly not in line with what it should be. Let me see if anything can be done about it!
I will of course try my best...
By: KMII : May 6th, 2017-15:20
To see that the situation is resolved quickly. I fully understand your frustration and can only hope that yours is an exception to do with the Texan service center and not to be seen as representative. My dealings with the local Boutique here have all bee...
I feel your pain Michael.
By: fernando : May 9th, 2017-01:21
I am very thankful that two separate MB boutiques kind of brushed me off when I inquired about this particular watch when it was all the rave here on the forum. One boutique didn't even know about it and when they finally located the model online, they sa...
I think you nailed it Fernando
By: jrwong23 (aka watchthebin) : May 10th, 2017-06:15
After a few years of being a Montblanc watch collector and supporter, I am convinced they are not ready to service high end haute horology customers as well as other brands Cheers Robin
Fernando, thanks. I bought the watch in the first place because I LOVED it.
By: MichaelC : May 10th, 2017-10:23
Case, dial, hands, strap, finishes, and...16.29 movement! GORGEOUS. Pretty much perfection, something we seldom see from any brand. So mine broke. OK, sucks for me, but that can happen. I accept it. But the treatment by the brand is deplorable. That canno...
It is a shame
By: Alex25 : May 15th, 2017-06:54
I've read your post and the answers. I shall admit that your story is horrible. It seems that bad service is a widely spread problem in the watchmaking. Believe me or not - I considered your watch to be impeccable in terms of movement. Now I shall avoid i...
I refused
By: p.boxster : May 21st, 2017-08:00
After I got offered one 1858 in December in a Boutique that didn't work (with running chrono it stopped by the first minute to turn) I tried another dealer, that ordered one and got it end of January. This watch came sealed and we unpacked it together. It...
I just posted a glowing review of the Montblanc 1858 Tachymeter...
By: Horo_Traveler : June 18th, 2017-21:34
...but my service experience with MB mirrors yours. They are utterly incompetent in this arena. As a matter of fact I mentioned that as a,major concern to the boutique when I was deciding on purchasing this watch and they assured me all is well now. Well,...
Well, MichaelC...
By: Horo_Traveler : June 19th, 2017-23:40
this entire hobby is irrational to begin with, an addiction some might say. If it were rational the industry would behave differently. Still, I agree the major brands have crossed a line through a combination of aspirational pricing and abusive customer s...