Atelier Interactives -Hard/Dry Paint in tube

Chrissy D · Joined: 12 Jan 2006 Posts: 1053 Location: Queensland

I have come across this before, but sometimes when I purchase a new tube of paint from the Atelier Interactive range, sometimes when I go to first use it, the paint comes out and is hard and like semi-dry. Now this has happened at two different art stores. And I haven't taken them back because I needed to use those colours and it was too inconvenient. Plus, most places state once the product has been opened/use cant return it-though its not a change of mind, its actually a product fault. But it might be too late now I have used a bit more then just a test amount.

I have tried adding some "Unlocking" formula which doesn't seem to budge it.

I have noticed though it only seems to be particular colours; Forest Green, Orange and Red Gold so far. The only thing I can put it down to is that sometimes the caps haven't been screwed on tight enough from the manufacturer.

I was thinking I would contact Atelier and let them know of this problem. In the mean time, I dont know if I should see if I can get new tubes from the stores. What do you think?

ocker1 · Joined: 27 Sep 2008 Posts: 775 Location: NZ

perfect time to change to OILS Laughing

Tango · Joined: 06 Mar 2006 Posts: 1360 Location: Melbourne

Chrissy I think your first move should be to send Chroma an email and tell them your problems as I think you should give the manufacturers feed back on their products as it might be happening to other buyers , and then if you don't do any good there let us know and we can work on plan ''B'' say like an Atelier Interactive boycott Very Happy

marketing@chromaonline.com

gggraph

I would absolutely let Chroma know. They need to be aware if there is a problem either with those specific colours or with the tube filling process. I have no experience with Chroma, but another manufacturer I got in touch with has been extremely helpful when I experienced problems with their product.

They can't fix it if they don't know about it.

Cheers

Grant

thecatsgrin · Joined: 18 Apr 2009 Posts: 2181 Location: Gippsland

I have had a similar problem with another brand paint, where you go to tip it out and all the clear oil runs out and the rest of the tube is cruddy and lumpy.... I think that it was old stock...I wont buy from them again.
But... i have been using some of the atelier range lately, and have found them good... i will keep my eye out for those colours you mentioned and see what happens.

You can open the tubes and test them a little before you buy them ,just squeeze it to the tip of the tube so you can see it, or slightly touch it, not enough consider the tube 'used' though.
I often do this, I ask permission first, and have never had anyone refuse, it isnt like I squeeze out any, just enough to colour check.

heartco

I use those paints an have had no problems with ANY of the colours. I did contact Chroma with a question about removing dry interactive from palettes. They replied promptly and were courteous and helpful. Their suggestion even worked!
As the others have said, I would contact Chroma.

Chrissy D · Joined: 12 Jan 2006 Posts: 1053 Location: Queensland

The Cats Grin -

serena · Joined: 06 Jul 2009 Posts: 34 Location: Sydney

Hi Crissy,

did you get a reply from us yet? I often handle queries but don't remember this one but it is possible our Marketing Manager handled it.

If the paint you purchased is within 2 yrs old and has a fault we will generally replace it. You can check for the yr date stamp on the crimp at the end of the Atelier Interactive tube. Paint is organic and will, over many years, eventually go off. I do often test squeeze tubes with the cap off to see how the paint is flowing and how it appears in the neck of the tube without actually laying out any paint. Some colours, depending on their pigments will last a lot better than others.

The chemical formula for each colour varies a lot depending on the qualities of the pigment. Forest Green, Orange and Red Gold- are these the colours
Question

serena · Joined: 06 Jul 2009 Posts: 34 Location: Sydney

Here is an information update.

The above mentioned colours would all have had a transparent yellow pigment in them which post thickens- thickens in the tube over time.

This issue has recently come to our attention and we have changed the pigment in these colours so that it won’t occur in new batches of the paint.

If anyone has problems with paint going thick in the tubes contact us directly and we will replace them.

e-mail:marketing@chromaonline.com
Very Happy

Chrissy D · Joined: 12 Jan 2006 Posts: 1053 Location: Queensland

Hi Serena,

Thanks. But no reply from Chroma, and its been 2-3weeks or so. Thought either they have heaps of emails/thought my email was junk/or wasn't going to get a reply.

It would be great to have them replaced. Do you require mine back in exchange? How will I know when I go to the art supply store next that they don't still have old stock? From what dates after the stamped date should I look for to know that they are the new batch?

Have the stockists been advised?

Yes they are the colours.

Well I remember I throw out that orange one I was talking about soon after I got it thinking the art shop wouldn't take it back (like taking but underwear -once its been used, cant resell it).

The Red Gold Series 3 I have: 3/2008
I have two Forest Greens Series 2: 3/2008 seems worst than the 7/2007
And I noticed its my Olive Green Series 1: 12/2005 (which I use these colurs alot so think it is the shop and not me having it in my tool box for this amount of time)

Should I shoot off Chroma another email?

serena · Joined: 06 Jul 2009 Posts: 34 Location: Sydney

Hi Crissy,

I’m glad you've posted again. Sorry you didn't receive a reply from Chroma. That's unusual. We normally make every effort to reply to our email and phone inquiries.

Yes, we would like your old tubes back so that we can exchange for new batch paints. Send them to reply Paid 16, Po Box 3B, Mt Kuring-gai, NSW 2080.

The pigment I was referring to wasn't in S1 Orange but was in S2 Transparent Yellow and the other colours which you mentioned. Any paints produced from May, stamped 5/2010, this year will have the replaced pigment that doesn’t thicken.

I’m not sure if all the stockists have been advised but let me know where you bought those faulty tubes and I’ll follow it up.

Best regards

serena · Joined: 06 Jul 2009 Posts: 34 Location: Sydney

Hi Chrissy,

We have found that this occurrence of thickened paint happens only occasionally and to this selection of colours so doesn’t warrant a full recall.

Thanks for letting me know which stores you bought the paint from.
The shops have been contacted and advised to let customers know that if they have paint going thick and dry to return the paint to Chroma and we will replace it.

As with any faulty paint, when it is returned to Chroma or the batch numbers are given to check the paint, within 2 years we will replace it . Often, though it is at our discretion, we will even replace older paint when it has been tested and found it unsuitable.

Cheers Very Happy