**** UPDATE ****
A couple hours ago I got a truly remarkable phone call from Jomashop. It appears they've read this thread and are now VERY aware of the experience I had, more than that they are quite frankly horrified. Probably EVEN MORE horrified than I was that this happened... and absolutely furious that I was treated this way.
Now of course the phone call was also fueled a good bit by the existence of this thread and the damage it is causing to their reputation... but it was VERY clear to me by the end of my phone conversation that these guys, and the manager I spoke with in particular were VERY angry that their staff treated me the way he did. More than that he truly cared about my experience as a customer and wanted to make things right.
The whole call went exactly the way an excellent customer service experience is supposed to go. He called me up and asked me to relate to him exactly what happened... even though he already knew, he wanted to give me the chance to explain and vent about what happened. He listened and stopped me periodically to tell me when he thought something was particularly wrong and pledged to deal with it. He was VERY MUCH on my side the whole way... When I was done he went off about how wrong it was that things happened the way they did, and he even gave me the feeling that he was pretty embarrassed. Furthermore he went on to pledge that he would absolutely take 100% care of my watch... even going so far as to offer to pay the Montblanc repair bill so long as it was reasonable... and if it wasn't he pledged that his watchmaker would repair the watch instead 100% to my satisfaction.
I'm completely shocked... Throughout this thread I've read people arguing that I was crazy to expect AD level treatment from a GM dealer like Jomashop.... I can now say that I'm receiving BETTER treatment than any other dealer I've worked with... local... boutique... online... or otherwise.
Not only is my faith restored in Jomashop, but I will probably look at Jomashop FIRST going forward... let it be known if you ever have trouble with Jomashop customer service... DEMAND to speak to a manager, because there are people there who 1. Know what they're doing and 2. Truly give a darn about their customers and will go the extra mile to make you a happy customer.
I'll keep you all updated as this whole thing goes forward, but I can say I'm feeling VERY confident that at the end of the day I'll have my watch exactly the way I wanted it....
Thanks for listening,
I'm LIVID. Like foaming at the mouth, red-faced, head thumping ANGRY.
As you know I just bought myself a brand spanking new Montblanc TwinFly Flyback Chronograph that arrived here the day before christmas. I spent several days agonizing over where to buy it.. Option 1 was buying it from the local Montblanc boutique who helped me look at the watch in person. Option 2 was buying it from an authorized dealer across the country in California for 25% off the retail price... Option 3 was buying it Grey market for what ended up being 40% off the retail price. In the end money talks and bulls$%& walks... so I pocketed the extra cash and bought it from Jomashop, having successfully bought 3 other watches there in the past with no problems.
Watch arrived the day before Christmas and appeared in every way to be perfect... I wore it proudly all day, but when I showed it to my wife that evening, and demonstrated the chronograph feature a problem manifested. When I started/stopped/reset the chronograph the seconds register began slowly drifting further and further back from 0 with each reset.... now it's a full 5 seconds back from 0 when reset.
Here's a video:
So I was pretty upset, but I was reasonably sure Jomashop would take care of me... however as I did my research it became apparent that Jomashop would likely use a 3rd party repair shop to service the watch, and it could take a very long time before I see the watch again. That wasn't going to be acceptable to me... I wanted either a new replacement or a swift refund so I could go back to the AD and re-purchase the watch there. But I needed to calm down... I was jumping to conclusions... I needed to talk to Jomashop first and really understand what the options were.
So I called them up this morning, and was transferred to their "repair and returns" line... where I talked to some guy...
I describe the problem to him... and he says lets see if we can correct it... he has me pull out the crown and press different pushers none of which has any effect on the position of the seconds register whatsoever. He then says he doesn't believe the watch is fully wound, and I would need to wear the watch for at least 8 hours and then call back.
I say ummm I don't really like that answer, I don't think thats going to solve anything and I'd really like a replacement or a refund at this point. Thats when things got really out of control.... he asks me... did you set the date on this watch?... I said... umm yes. Was it AM or PM when you set it. I said ummm I believe it was AM. He says ah you're not supposed to adjust the time between 8PM and 2AM and I had damaged the mechanism of the watch. I said... dude I'm not stupid, this watch doesn't even have a quick set date... you have to advance the time to change the date, which means EVERYTIME you set the date you HAVE to do it between the hours of 8PM and 2AM. He then starts saying we're going to find out if you did... and if you did we're going to charge you a re-stocking fee...
I explain, look dude this is the 4th watch I've bought from you(none of which I've returned), why do you think I'm an idiot?, I know a thing or two about watches and why don't you believe that I'm an honest guy. He says... I see what you've bought previously and nothing has the complexity of this watch... and I've been doing this for 15 years.
This garbage conversation continued until I said enough and ended the call...
I'm now sending the watch to Montblanc and will pay them whatever they ask for to make the watch right... because quite frankly I don't TRUST that I won't be screwed by sending it back to Jomashop.
I will NEVER EVER EVER buy ANYTHING from Jomashop ever again... it's just way too much of a gamble... god help me if I had to ever send anything to them for warranty service. I'm going to get this watch taken care of myself and warranty it myself with my own wallet.