Montblanc and Trash Customer Service…

or else my experience with how Montblanc in Greece sees the ‘customer service’ its own way.
I am a proud owner of a Boheme Montblanc pen, an original piece of art, bought less than a year ago. Along with this pen, ofcourse, came the guarantee.
I am a frequent pen user, and actually have this pen always with me, using it for ordinary writing, and i was unlucky enough to have an accident, over a month now.
I asked a shop in my office neighborhood, if they could help me in some way, since they are selling Montblanc products and they gladly offered to contact the Service center and mediate this whole situation.
My hopes got high, after speaking with the shop owner who seemed very willing to help out. My hopes, however got extremely low, when i learned, through him, that the damage was quite severe, and i would have to pay for it since the guarantee did not cover for this damage. All this feedback ofcourse came directly from Montblanc, and the shop owner had nothing to gain financially from this transaction.
In my anguish and willingness to get the pen fixed, i agreed to go on with it, but my direct contact with the service of Montblanc to see if this could be done with a lower cost was a pure disaster. The guy in the customer service was so rude and abrupt, my whole morning was ruined just talking to him!He had the nerve to tell me that when we crash a car this is not covered by the guarantee, but never answered my question why they did not specify what is covered in the guarantee, and why i had to go through his insulting comments and just pay for the damn pen, so that i would get out of his way!

The shop owner finally managed to get me a discount (evidently the cost of the spare part and service time was inflated in the first place, but the customer service delivered by the central offices was indeed priceless!), and this is what i am keeping as a positive customer experience (KAPNOPOLIS, at Sinopis street, close to Pyrgos Athinwn).

Montblanc own stores and central service operation usually give you a neutral to negative experience, especially if you enter their shop dressed casually! On the contrary, other shops selling Montblanc, when putting their personal styles in selling them, are often doing an excellent job. I still have the guarantee framed in my office, to remember how useless it was in getting my pen fixed, but most importantly i keep the Montblanc customer experience in my head, and i am ashamed and enraged to receive this treatment for this kind of luxurius product in my country.

After this experience i am committed to shop either from abroad or from local – not own Montblanc – stores selling these products, but i still remain troubled about fixing them, when this kind of customer service gets in the way.

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