Mont Blanc - dreadful warranty service

[nick h]

my Mont Blanc Starwalker Red Gold resin pen

without warning or being dropped the red gold ring on the cap sheared off about 1mm from the cap end

it was a jagged break

i contacted Mont Blanc London and was told it had to be returned directly to Germany - they did not accept repairs/returns in the UK

went to Post Office and to send to Germany with insurance the cost was over £35

fortunately i had a quick look at another forum who said Mont Blanc products could be returned through any AD free of charge - why did Mont Blanc not tell me this?

so pen sent though local AD and received yesterday - repaired

BUT

i would have expected a note saying something along the lines 'we are sorry you experienced a problem with your Mont Blanc pen which has now been fully repaired - etc etc'

and to add insult to injury they refitted the same part used fineliner refill!

not being happy i just rang Mont Blanc UK

got through to a French sounding female of outstanding arrogance (the French 'do' arrogance like nobody else on earth)

when i asked why no note and why refitting old refill?

the reply

WHY SHOULD WE?

i just mentioned the small thing of customer service in the luxury goods market and goodwill?

no reply so i told her i would write this up on forum

i have also mailed Mont Blanc UK with my concerns

but i will never ever buy Mont Blanc again - i have two pens and a money clip

i'd sooner use a pencil than a Mont Blanc pen