Montblanc's Warranty

[DrJohn]

I got a pen directly from Montblanc. The nib was extremely scratchy and it skipped. There was something wrong with the pen. So, I returned it to MB. After many contacts, I got this reply from MB. This will be the last MB fountain pen I buy...

 

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Dear Dr. Allocca,

Thank you very much for contacting Montblanc.

After consulting with my escalations department, they will have to deny your return and send the fountain pen back to you. We can not accept fountain pens that have been inked due to our policy. I know that you have explained to me that the nib was scratchy and the ink was skipping. We can assist you with a warranty repair. Warranty repairs will be handled through our repair partners, My Jewelry Repair. They will be able to assist you and they can also assist you with an nib exchange as well. 

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John

[dbs]

Montblanc products, as a matter of fact, is NOT returnable. It was written on the sales receipt when I first bought a Montblanc pen at NYC boutique many years ago.

 

However, in order to close all kinds of legacy dealers and move the online sales to Ynap, they created an Amazon type return policy with vague language plus, a free, preprinted return label, make you feel like you are backed up with a 100% satisfactory guarantee policy.  The reality is, it is a 100% satisfactory guarantee for Ynap, not you. As of today, even the warranty repair is not always guaranteed to happen.

 

Your problem is, you think luxury good sellers are more noble than Nigeria ebay sellers. The reality is, they both only smile for your money, not you.

 

So, in order to get your money back, you need pay extra caution, at least, spend $20 at amazon to get an ultra sound cleaner and remove all ink residue before shipping back your pen.

 

 

[DrJohn]

46 minutes ago, dbs said:

Montblanc products, as a matter of fact, is NOT returnable. It was written on the sales receipt when I first bought a Montblanc pen at NYC boutique many years ago.

 

However, in order to close all kinds of legacy dealers and move the online sales to Ynap, they created an Amazon type return policy with vague language plus, a free, preprinted return label, make you feel like you are backed up with a 100% satisfactory guarantee policy.  The reality is, it is a 100% satisfactory guarantee for Ynap, not you. As of today, even the warranty repair is not always guaranteed to happen.

 

Your problem is, you think luxury good sellers are more noble than Nigeria ebay sellers. The reality is, they both only smile for your money, not you.

 

So, in order to get your money back, you need pay extra caution, at least, spend $20 at amazon to get an ultra sound cleaner and remove all ink residue before shipping back your pen.

 

 

What you say is absolutely true. I had to learn the hard way.

 

Unfortunately, I have a bad taste in my mouth from MB. I won't be buying anymore of their pens.

 

John

[KAC]

Not a good look for MB. The company seems to be moving to a more elitist, totemic pen line rather than serving fountain pen lovers. That's but one reason of several reasons I favor vintage pens.

[DrJohn]

I'm so peeved off at the way MB treated me that I took the MB fountain pen I was carrying in my pocket and replaced it with an Aurora Talantum.

 

I'm disputing it with my credit card. And, because of that customer service will no longer talk to me. You don't know what a company is like until you have a problem. I've been using MB since 1975 and didn't have any problems until now.

 

By the way, Aurora is made in the area where my family comes from. So, those pens are personal.

 

John

[Karmachanic]

Hmmm.  MB Return Policy states  Make sure the merchandise you return is in its original condition.  Inking the pen changed its condition.  One might say; "yeah but it's only ink."  MB says; "its not in its original condition."  "Yeah, but it's only ink."  "We're happy to help with the warranty repair."  " Yeah but it's only ink...........

[DrJohn]

15 minutes ago, Karmachanic said:

Hmmm.  MB Return Policy states  Make sure the merchandise you return is in its original condition.  Inking the pen changed its condition.  One might say; "yeah but it's only ink."  MB says; "its not in its original condition."  "Yeah, but it's only ink."  "We're happy to help with the warranty repair."  " Yeah but it's only ink...........

 

If no return if inked is their policy, they should state that... They only state that engraved pens are not returnable.

 

John

[Karmachanic]

15 minutes ago, DrJohn said:

If no return if inked is their policy, they should state that...

 

 Make sure the merchandise you return is in its original condition.  The pen you returned was not in its original condition.

 

Try this.  Go to your local MB boutique.  Tell them you want to ink/dip a particular pen for a test run before puchasing.

[DrJohn]

2 minutes ago, Karmachanic said:

 

 Make sure the merchandise you return is in its original condition.  The pen you returned was not in its original condition.

 

Try this.  Go to your local MB boutique.  Tell them you want to ink/dip a particular pen for a test run before puchasing.

 

There was something wrong with the pen. The ink wouldn't flow properly. I shouldn't need to repair a brand new pen.

John

[Michael R.]

While I do understand the frustration with a not functioning expensive pen, customer service & legal right may be two different things. At least for us in the EU.

But you should be covered by Montblanc‘s guarantee so they will repair/adjust your pen for free to get it work correctly.

 

Let them get it right for you by repair or ask for a free nib exchange and give them instructions how you like your nib and ink flow adjusted.

 

Cheers

 

Michael
 

 

 

 

[Seney724]

11 minutes ago, Michael R. said:

While I do understand the frustration with a not functioning expensive pen, customer service & legal right may be two different things. At least for us in the EU.

But you should be covered by Montblanc‘s guarantee so they will repair/adjust your pen for free to get it work correctly.

 

Let them get it right for you by repair or ask for a free nib exchange and give them instructions how you like your nib and ink flow adjusted.

 

Cheers

 

Michael
 

 

 

 

I agree 100% with @Michael R.

Your anger, frustration and exasperation are all well understood and you have every reason to feel that way.  No criticism there.

But, ink flow issues are generally easy to address and to fully resolve.  If you liked the pen enough to purchase it and it is a simple fix, why not let them do it?

If you've changed your mind about wanting the pen post purchase (i.e. this is really more about a case of "buyer's remorse") that is a totally different matter.

[DrJohn]

They took so long with this problem that the 20 days for the nib exchange will expire by the time I get the pen back. Customer service will no longer talk to me.

 

John

[NoType]

22 minutes ago, DrJohn said:

the 20 days for the nib exchange will expire

@DrJohn Do you mean that only 20 days of the six-week period remain for the complimentary nib exchange?

[DrJohn]

From another posting on this forum:

 

"

At the shop I was a bit taken aback to be met with some toothsucking, because it had ink in the pen. The sales assistant tried to tell me that the 6w exchange period ceases to be available once you put ink in the pen (the published material on MB’s website doesn’t say this - it says the nib must be in mint condition). 

"

 

The bottom line in my opinion is that MB doesn't stand behind their products.

 

John

[Karmachanic]

15 minutes ago, DrJohn said:

The bottom line in my opinion is that MB doesn't stand behind their products.

 

They offered you a solution, including a nib exchange.

[DrJohn]

I'm not sure if they offered solution or not. They don't do any repair work. They have a third party doing it and according to the third parties website, there may be charges in addition to me paying for shipping. I need to send in the pen at my own expense and they will evaluate it. There are no boutiques in my area any longer. The closest would be a 2 hour drive.

 

John

[NoType]

2 hours ago, DrJohn said:

the published material on MB’s website doesn’t say this - it says the nib must be in mint condition

@DrJohn This is the controlling condition.  The sales associate is mistaken.  

 

I think the only avenue forward, since customer service will not speak with you, is to take the 2-hour drive to the nearest boutique and present your pen there for a complimentary nib exchange and warranty work to correct the nib flow.  

 

A boutique ordinarily handles the shipping to and from MyJewelryRepair, the third party service provider, at no cost to the customer; at least, that has been my experience with the local boutique.  The nib service is complimentary and the work is under warranty, so other than your valuable time in driving (8+ unbillable hours in total*), fuel costs, and vehicle wear, there should be no additional costs.

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* Unfortunately, following the boutique avenue means you will have to make another 4-hour drive roundtrip to collect the pen when it is delivered back to the boutique following nib service and warranty work.

[Sailor Kenshin]

1 hour ago, DrJohn said:

I'm not sure if they offered solution or not. They don't do any repair work. They have a third party doing it and according to the third parties website, there may be charges in addition to me paying for shipping. I need to send in the pen at my own expense and they will evaluate it. There are no boutiques in my area any longer. The closest would be a 2 hour drive.

 

John

I'd be upset.

 

Montblanc used to do its own repairs; I've also read about customer dissatisfaction with the new company handling them.

[dbs]

12 hours ago, DrJohn said:

 

If no return if inked is their policy, they should state that... They only state that engraved pens are not returnable.

 

John

 

If Ynap says that way, then the online sale will be very challenging. 

 

[dbs]

9 hours ago, Karmachanic said:

 

They offered you a solution, including a nib exchange.

 

They didn't offer any solution. What they offered is to let him talk to a third party company for "Possible" service opportunity.

 

Cannot understand why your fan boys always stand firmly behind the company, not we the people.