TL;DR: Pentel of America fixed my nero!

A few weeks ago my nero jammed. I could not clear it and managed to bend the cleaning rod in the process of trying. This was not a big surprise since the lead size is 0.2mm and the rod is extremely thin. I contacted Pentel of America about the problem and they told me that they don't sell the nero in the US and they could not do anything to help. I responded asking if they would help me to contact Pentel in Japan to get warranty service. A while after that they sent me email with the address to which to send the pencil so they could try to fix it. It was in the mail the next day.

I heard back this week that it had been fixed and was being shipped to me. Today it arrived along with some eraser refills and a tube of 0.2mm lead. They even replaced the bent cleaning rod!

It has been my experience that Pentel of America does respond and take care of people but one needs a extra helping of patience. Thank you Pentel of America for honoring a warranty on a product which is not currently sold in this market.

The Orenz nero is my favorite pencil and up to the time it stopped working I used it everyday. If the pipe starts to retract while you are writing it is time for a new lead. I know that you want to use every last bit of the lead, but doing so is at your own peril.

https://preview.redd.it/gkt4k0h2al751.jpg?width=3406&format=pjpg&auto=webp&s=db2b29d2c21ca3a847c12b79b54d686ef08a427d