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The Fountain Pen Community -> Modern Pens @1970 to Current -> goodbye life-long warranty!
Post Info TOPIC: goodbye life-long warranty!
DWL


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RE: goodbye life-long warranty!
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Do you have any pics of the pen Kurt? I'd be interested to see it.


".......I give you first call on this pen for a little more than half of the going rate..."

.......'bout 50% off, sounds like a helluva schweet buy no matter what your talking about...lol.

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Titivillus


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still waiting for the pen to return from OMAS.  It's been since the summer so I'm not sure when I will even get it back.

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DWL


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UGH. Dude that just blows.

So these top out in the $1k-1200 range? or am I of the mark?

You would think that the big O would want to keep a client that threw down that sort of coin for their product to be, would be willing to do a bit more to keep them happy.

just my


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jar


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Nope. But I am always looking for OMAS pens, but at my prices.

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DWL


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Damn that got serious quick.

I cant speak for him & wont, but I read JAR's original comment with a bit more tongue-in-cheek flavor & think it was meant lighter than you took it. I may be wrong, but that was my take.

But back to the repair biz at hand. Have you gone through EurO-MAS (or what ever they are called over there). I have faith that once the OMAS home team hears about your problem they will get you sorted out straight away. If not then I'm with you & I'll never touch or recommend another to anyone.

It's a known issue with the pens material. They need to step up and take care of you and the pen. Thats what folk look for in good customer service. A company that is not only proud of their product but will take a stand behind it when something like the color shift issue crops up. 

If they dont & choose to go the hard ass route then I'll have lost any and all faith in them, their products and services. Pretty simple from the way I see things

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Chthulhu


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Years ago, the company I worked for was having similar difficulty getting service out of the US branch of a Japanese machine tool manufacturer. One phone call to the corporate headquarters in Japan and we got all the support we needed, and the US branch got a mostly new staff who were willing to do their jobs.

Contact OMAS at home.

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Titivillus


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Already talked to OMAS Europe and they were the ones who started waving the warranty around.  The US OMAS was very helpful but seem to not have much pull with the main company.

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DWL


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What's the OMAS Europe's email/customer support email?

I'll send them a link & see what happens.

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Chthulhu


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aftersaleservice@omas.com

-- Edited by Chthulhu on Monday 7th of December 2009 01:50:50 PM

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Titivillus


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Here is a pic of the pen to look at
paragon2.jpg



And what OMAS replied about the pen ( note the use of the term slightly- I guess if it turned all white it would be major color change)


I saw the pen and the fact the color of the celluloid slightly changed is not due to the "normal" wear or aging, it is likely due to the improper use of components such as non Omas ink or the exposure to heat.
Anyway, the warranty does not cover natural aging or normal wear of the pens. All these details are contained in the warranty in the section dedicated to "maintenance" and "international guarantee".

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Frank


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WOW! Even the cap looks a little discolored.
I'm going out on a limb here, but if they are not honoring the warranty,
maybe you can get away with just replacing the section.

Sorry about this man! That blows! I know you have a lot of high end pens.
This is probably the first bad experience?

Frank


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jar


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Titivillus wrote:

Here is a pic of the pen to look at
paragon2.jpg



And what OMAS replied about the pen ( note the use of the term slightly- I guess if it turned all white it would be major color change)


I saw the pen and the fact the color of the celluloid slightly changed is not due to the "normal" wear or aging, it is likely due to the improper use of components such as non Omas ink or the exposure to heat.
Anyway, the warranty does not cover natural aging or normal wear of the pens. All these details are contained in the warranty in the section dedicated to "maintenance" and "international guarantee".




So it looks like they did not say it was due to using non-Omas  ink, just that it was either the ink, exposure to heat or other components.

 

It is a bummer and does look strange, but not sure that it is a warrantable issue.

 

I do think they could have handled it better though.



-- Edited by jar on Tuesday 8th of December 2009 04:31:51 PM

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Chthulhu


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Considering what it actually costs to manufacture one of these pens (vs. what they are sold for) OMAS should have just replaced the pen and not soured their reputation.

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DWL


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^^^^ THIS!!

Damn Kurt that's a hell of a lot more than slight. I say everyone should start sending links to this thread to OMAS central until they take care of the pen.

They really dropped the ball on this one & I'm sorry to see it happen to land on your toe Kurt

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Titivillus


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The way that the discoloration occurs over the entire pen ( and I have to say that it is both sides) makes me believe that the celluloid was not properly cured and the discoloration is the result. 

Take a look around online and you'll see that other people have had similar color shifts with the original royal blue celluloid.


So I would say that it is a material of original construction rather than normal wear or even non-OMAS ink/ heat.  If it were ink the color shift would be only within the cap not travelling down the body as ink doesn't contact that.  And if it were heat there should be more shift of the cap or no shift.

So I still stand by my statement that it is a warranty issue that OMAS is just trying to wiggle out of.

-- Edited by Titivillus on Tuesday 8th of December 2009 07:29:20 PM

-- Edited by Titivillus on Wednesday 9th of December 2009 06:49:45 AM

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DWL


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Thats my take on it too man.

We'll try to get these folks to get you squared away man. I hate seeing this sort of crap going on.

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Titivillus


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Frank wrote:

WOW! Even the cap looks a little discolored.
I'm going out on a limb here, but if they are not honoring the warranty,
maybe you can get away with just replacing the section.

Sorry about this man! That blows! I know you have a lot of high end pens.
This is probably the first bad experience?

Frank


That is what they are suppose to do- replace the cap and section then give me back the pen for a repair fee, since iti si not a warranty issue.

This is the fourth pen company that I've had repair issues with over the 20+ yeard of collecting.  Early on I didn't have any problems but starting fairly recently.  There was a Manhattan by Visconti that had ink behind the inner sleeve that they didn't do a thing about- I finally emailed the factory directly and they sent me an 'o' ring to fix it myself.  Then again recently with a Demo.   Conway Stewart took over a year fix and replaced my Churchill multiple times because they just seemed to not know how to do it correctly, then MB with a BP who's clip scratched the body on every push of the cap that they did nothing about even after two returns and finally OMAS....

The Visconti was out of my hands for 8 months!  The OMAS has been gone since the end of June and at this point I am just tired of the whole thing.

So I'm going to pay whatever they ask me to, sell the pen and keep using the few pens I have left that work well.

Found out that the pen has been in the states but they want me to pay for the repairs before releasing the pen.  I asked to be sent a pic of the pen to proof the changes.  we shall see.

 



-- Edited by Titivillus on Wednesday 9th of December 2009 08:17:02 AM

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Titivillus


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I just told them to send me the pen I'll pay the fees.  Suppose to arrive today- we shall see how that goes.

Look for this pen to show up in the for sale of a pen site near you.

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Titivillus


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The pen arrived today and they were kind enough to send me the replaced barrel as well.

Well packaged and a bear for me to open.  They sent back the repaired pieces which is a first for any pen manufacturer.

The one item that they did nothing about was the cap.  Granted the color shift is not all that much but I'd expected them to maybe go the extra mile just for customer service.


Anyone want to buy a Paragon with spare barrel?  Check out the marketplace here and Pentrace.  I'd put it up on FPN too but they probably would disappear it biggrin

-- Edited by Titivillus on Monday 14th of December 2009 11:51:19 AM

-- Edited by Titivillus on Monday 14th of December 2009 11:52:06 AM

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Titivillus


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Well to end this little OMAS saga. The pen is safely in other's hands and they are pleased with it.


alls well that ends well.

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