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Omas "the Paragon" Problems And Service


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71 replies to this topic

#1 tryphon

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Posted 16 June 2014 - 16:34

I have a beautiful OMAS Arte Italiana "The Paragon" that spent a few years in its original box, never inked, in an air conditioned environment.

I decided that I wanted to include it in my normal rotation, so I retrieved it from its box. Shock! The vinyl lining of the original OMAS box had reacted with the resin of the pen, causing vast pitting and bubbling in those areas where the pen touched the lining. I enclose a picture of the damage.

Since the damage was caused by the OMAS box and not by any misuse (the pen was never inked!) I sent the pen to Kenro for repair or replacement under warranty. Kenro informed me today that OMAS wants $300 to repair the pen!!!! It's their fault if the pen got damaged, I don't see how a serious company would charge the customer for this! Anyway, if you own an OMAS check the box: if it has a white vinyl lining, check the pen for damage!

 

I expect better customer service from OMAS....

 

The damage:

 

bolle.jpg


Edited by tryphon, 16 June 2014 - 16:39.


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#2 jar

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Posted 16 June 2014 - 21:25

I guess a few things need to be cleared up.  The OMAS warranty is for 36 months from the date purchased from an authorized dealer.  How long was "a few years" and did you contact the authorized dealer that sold you the pen?


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#3 tryphon

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Posted 16 June 2014 - 22:01

The guarantee should be extended to those cases where the defect is caused by the OMAS case. Otherwise they should have a warning against storing the pen in its case. I used to be the USA distributor for Platinum of Japan and I assure you that we would have corrected the problem without delay.



#4 Keyless Works

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Posted 16 June 2014 - 22:37

OMAS service is pretty poor.  One experience with them was more than enough for me.  Their vegetal or cotton resin is more sensitive than the plastics from most pen manufacturers.  I haven't bought a new OMAS pen in years but I would try to deal with the store you bought it from and not OMAS if you can. 



#5 jar

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Posted 16 June 2014 - 22:45

The guarantee should be extended to those cases where the defect is caused by the OMAS case. Otherwise they should have a warning against storing the pen in its case. I used to be the USA distributor for Platinum of Japan and I assure you that we would have corrected the problem without delay.

Which did not answer the questions.

 

How long was "a few years" and did you contact the authorized dealer that sold you the pen?

 

You claim that the damage was caused by the case but that is simply an unsupported assertion so far.


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#6 fabri00

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Posted 17 June 2014 - 05:16

You should contact and inform Omas Italy instead of the local distributor.
I believe and hope they could help you.

#7 WilsonCQB1911

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Posted 17 June 2014 - 09:29

Which did not answer the questions.

 

How long was "a few years" and did you contact the authorized dealer that sold you the pen?

 

You claim that the damage was caused by the case but that is simply an unsupported assertion so far.

 

The last part looks pretty self-evident to me from the pictures.



#8 tryphon

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Posted 17 June 2014 - 10:29

The store no longer exists. The case lining was stuck to the pen. You can see the lining having peeled off in the picture I posted. I even sent the box to Kenro with the pen: they can verify the problem, which I am sure, is not unknown to OMAS.



#9 jar

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Posted 17 June 2014 - 12:43

The store no longer exists. The case lining was stuck to the pen. You can see the lining having peeled off in the picture I posted. I even sent the box to Kenro with the pen: they can verify the problem, which I am sure, is not unknown to OMAS.

Why are you sure the problem is not unknown to OMAS?

 

Why are you sure the problem is the box and not your behavior?  Could you have stored the box where it might have been in direct sunlight or next to some other heat source?

 

How many years was "A few years?"


Edited by jar, 17 June 2014 - 12:43.

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#10 raging.dragon

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Posted 18 June 2014 - 02:26

I have a beautiful OMAS Arte Italiana "The Paragon" that spent a few years in its original box, never inked, in an air conditioned environment.

I decided that I wanted to include it in my normal rotation, so I retrieved it from its box. Shock! The vinyl lining of the original OMAS box had reacted with the resin of the pen, causing vast pitting and bubbling in those areas where the pen touched the lining. I enclose a picture of the damage.

Since the damage was caused by the OMAS box and not by any misuse (the pen was never inked!) I sent the pen to Kenro for repair or replacement under warranty. Kenro informed me today that OMAS wants $300 to repair the pen!!!! It's their fault if the pen got damaged, I don't see how a serious company would charge the customer for this! Anyway, if you own an OMAS check the box: if it has a white vinyl lining, check the pen for damage!

 

I expect better customer service from OMAS....

 

The damage:

 

Getting vinyl soft enough to imitate leather requires alot of plasticizers, and plasticizers can damage other plastics. I wouldn't store pens in any pleather presentation box, from any any brand. Your experience is consistent with everything else I've heard and read about OMAS' customer service, which is that they're picky about warranty repairs, in contrast to some other brands (like Visconti and Faber Castel) which have a reputation for being generous with warranty repairs.

 

OMAS service is pretty poor.  One experience with them was more than enough for me.  Their vegetal or cotton resin is more sensitive than the plastics from most pen manufacturers.  I haven't bought a new OMAS pen in years but I would try to deal with the store you bought it from and not OMAS if you can. 

 

The look, feel and name of OMAS' cotton resin strongly suggest it's closely related to celluloid. Sensitivity to the environment, and the plasticizers in other plastics, is consistent with this suspicion.



#11 Dillo

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Posted 25 June 2014 - 01:26

The guarantee should be extended to those cases where the defect is caused by the OMAS case. Otherwise they should have a warning against storing the pen in its case. I used to be the USA distributor for Platinum of Japan and I assure you that we would have corrected the problem without delay.

 

Speaking of which, I remember you told me something happened to an Aurora 88 with a Nikargenta cap, and they just replaced the cap for you without having any issues. Stuff like that just shouldn't happen!

 

Dillon


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#12 Dillo

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Posted 25 June 2014 - 01:34

Why are you sure the problem is not unknown to OMAS?

 

Why are you sure the problem is the box and not your behavior?  Could you have stored the box where it might have been in direct sunlight or next to some other heat source?

 

How many years was "A few years?"

 

Tryphon has been around in the pen world for a very long time. He has done much pen repairs and other things. He certainly knows proper pen storage. He has been a respected member of the fountain pen community and forums for many many years, and joined here four years prior to you. I believe we both were members of a different forum before fountainpennetwork even appeared. fountainpennetwork replaced the forum we left, and the forum we left died. He was also a member of the PCA and wrote a number of esteemed articles in the Pennant on Italian pens.

 

Think about it this way, it is known that vinyl, and polyvinyl chlorine has some impact on certain plastics they are stored with. When it disintegrates, the plasticiser leaches out and attacks other plastics and sometimes metal in the vicinity. This is more common to see in the doll world where many dolls are made of vinyl and you see the adverse effects of vinyl deteriorating and taking down other plastics with it.

 

Dillon


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Please send vial orders and other messages to fpninkvials funny-round-mark-thing gmail strange-mark-thing com. My shop is open once again if you need help with your pen.

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#13 freakman

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Posted 25 June 2014 - 02:25

Judging from the look of the interior of the box. I guess this OMAS was made very long time ago(Around 20 years). The diffusion effect between many materials may cause this problem. And since OMAS is using artificial leather for most of their earlier boxes, its decomposition process will speed up the diffusion.(And I think that's why AURORA,Montblanc and Pelikan rarely use artificial leather as their box interior)

I don't know if OMAS should be responsible for this. But keeping all storage pens away from artificial leather products might prevent these things from happening.

There has been a lot of issues like this. The Visconti Uffizi "commits suicide" by shrinking and decomposing. Old AURORA black marble Optima shrinks and sometime breaks by itself. OMAS old blue Royale discoloration,UNICEF series overlay detach. Waterman 1st generation Serenite section crack, 1st generation Edson barrel detach. Parker 2nd generation duofold shrinks and cracks on jasper red and some green models.

There has been all kinds of "common" problems caused by the manufacturer. But very few of them offer free return or exchange. And some pens takes a long time of storage to let the defects show. For what I've experienced from OMAS repair. I don't think they'd repair this for free. But for a price like $300 and they've ran out of supplies for old barrels. I think they'll just send you a new "old style" paragon.



#14 Dillo

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Posted 25 June 2014 - 02:40

Hi,

 

Other interesting things about the OMAS boxes. I actually had one that completely disintegrated. The vinyl leatherette material was crumbling completely, and the box was from the early 90's. It was in the early 2000's when I got it. I also had an Omas box that was flocked inside instead of the leather material.

 

The resin itself should last decently long. I've had one of the early 80's resin pens, and it held up very well.

 

Dillon


Stolen: Aurora Optima Demonstrator Red ends Medium nib. Serial number 1216 and Aurora 98 Cartridge/Converter Black bark finish (Archivi Storici) with gold cap. Reward if found. Please contact me if you have seen these pens.

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#15 pen2paper

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Posted 25 June 2014 - 02:55

Were this me, I'd be persistent. The photo clearly shows the damage, and damage source.

 

Kenro/Omas should follow through to maintain their name, generating good will as well as new business. imho


Edited by pen2paper, 25 June 2014 - 23:19.


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#16 jar

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Posted 25 June 2014 - 13:05

 

Tryphon has been around in the pen world for a very long time. He has done much pen repairs and other things. He certainly knows proper pen storage. He has been a respected member of the fountain pen community and forums for many many years, and joined here four years prior to you. I believe we both were members of a different forum before fountainpennetwork even appeared. fountainpennetwork replaced the forum we left, and the forum we left died. He was also a member of the PCA and wrote a number of esteemed articles in the Pennant on Italian pens.

 

Think about it this way, it is known that vinyl, and polyvinyl chlorine has some impact on certain plastics they are stored with. When it disintegrates, the plasticiser leaches out and attacks other plastics and sometimes metal in the vicinity. This is more common to see in the doll world where many dolls are made of vinyl and you see the adverse effects of vinyl deteriorating and taking down other plastics with it.

 

Dillon

 

I don't doubt that at all.  The issue is as I see it is pretty simple and revolves around the one question I have asked repeatedly but have not seen answered.

 

How many years was "few years in its original box".  If that period is longer than the warranty period then regardless of the proximate cause OMAS has no liability.


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#17 pen2paper

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Posted 25 June 2014 - 23:00

 

I don't doubt that at all.  The issue is as I see it is pretty simple and revolves around the one question I have asked repeatedly but have not seen answered.

 

How many years was "few years in its original box".  If that period is longer than the warranty period then regardless of the proximate cause OMAS has no liability.

valid point each time jar.

my post reads harsh because I focus on materials care of old, and collectible objects. 

Omas/Kenro can bail on this pen, packaging issue by digging their heels in on warranty date. But, as an object of desire in the collector world, do they want to?

 

Again, were this my pen I would be trying for a better resolution than $300 to Kenro. As it stands, it's certainly an educational piece.

 

Lesson for all that unless you can afford to walk away with no regrets from such damage, be aware that it's possible, and act to store your objects correctly, airy, dark, inert, by materials, whatever is required for best long term outcome.


Edited by pen2paper, 25 June 2014 - 23:31.


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#18 jar

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Posted 26 June 2014 - 00:50

valid point each time jar.

my post reads harsh because I focus on materials care of old, and collectible objects. 

Omas/Kenro can bail on this pen, packaging issue by digging their heels in on warranty date. But, as an object of desire in the collector world, do they want to?

 

Again, were this my pen I would be trying for a better resolution than $300 to Kenro. As it stands, it's certainly an educational piece.

 

Lesson for all that unless you can afford to walk away with no regrets from such damage, be aware that it's possible, and act to store your objects correctly, airy, dark, inert, by materials, whatever is required for best long term outcome.

 

 

And the author of the OP makes a point that he is an experience pen collector and even dealer.  It is very hard to make any ignorance defense when you claim experience and expertise.

 

This, IMHO, is a case where claiming "OMAS ruined my pen" is not just futile but counter productive.  A pleading of "I forgot the procedures and look what I did; can you help this dummy?" would have a far higher probability of success.


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#19 RMN

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Posted 26 June 2014 - 01:32

Sorry, I do not agree, Jar

 

It does not matter how experienced you are. A product should be stored safely. You should be able to trust the product is stored properly. If the box is not safe for storage there should be a warning, or the pen should be put in a cellophane wrapper (if that is safe after many years).

It should not make a difference if I am a newbie getting a present of an expensive pen and storing it in my safe, only to find out the pen is gone after many years, or if I am experienced. I remember a member here wanting to buy an expensive pen for his son to be presented on graduation. Imagine the "joy" of the son getting this pen. Should that member prove he is inexperienced? How does he prove that?

 

This is the factory's responsibility. Only way to get out is to put a disclaimer on the box: to the buyer: presentation box only. DO NOT STORE IN BOX.

 

I do not know the law in the USA, but here in Europe a company can't hide behind a warranty period. If they made a real mistake in production it remains their responsibility, even after many years. (Unless the product is generally known to deteriorate, like foodstuff)

 

 

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#20 de_pen_dent

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Posted 26 June 2014 - 01:56

How many years was "few years in its original box".  If that period is longer than the warranty period then regardless of the proximate cause OMAS has no liability.

 

A company making a premium product and providing only the bare minimum service, as required by its warranty, is not doing itself any favors.

 

Yes, Omas has the legal right to tell the OP to FO.   It'd still be exceedingly poor ethics & customer service if they did so in this case.


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