I experienced similar problems (that black resin cracks when dropped). In my moonlight job I had to use a lot of pens and pencils so I owned several Montblancs and Koh-I-Noors among others. Authorized service was bad and it was probably a better idea to go to a local pen repair shop (I was not surprised to find such a thing, but now I would be). Since Richemont's takeover service has probably been improved. The company specializes in selling image and repairs is an important component.

A couple months ago I bought two Montblanc pens for business gifts. The sales presentation, knowledge of the company and its products, manner of selecting (pens are in a special drawer; boxes and wrappers in another) the product, the way in which they were boxed and wrapped (two black suited sales staff performing this ritual in cadence!), signing a return/exchange policy card, including gift cards, and placing them in a stiff and glossy parcel bag--all for me.

Packaging: that is what the luxury experience is about--did not matter if they were selling a tin cup (in this case they were selling a so-so plastic pen). And they showed me all the watches--including a platinum chronograph with "matching" platinum pen. I wondered about a matching platinum briefcase. So the repair aspect should have been much improved by now.

Best wishes.