ModelRail USTC 0-6-0 Tank Loco Project USA

[Nearlymen]

Sorry but we'll have to agree to disagree because that still feels wrong to me, as without the commitment to purchase the locos in the first place the whole project would never have gone ahead. Mnd you if you think my comments above were bad you should have seen what I wrote to the editor of Model Rail !

 

What it illustrates to me though is whatever valiant effort Kernow have done (and I've used Kernow before), as a subcontractor to Model Rail for the delivery of such a large run of models they appear to be too small an operation to successfully cope with the timescale of 'Up to 28 days' that Model Rail still advertise on their website.

 

Oh and after my 'toys out of the pram' session yesterday I got email confirmation of dispatch.

 

Cheers

 

Clive

Edited September 30, 2016 by Nearlymen

[Nearlymen]

And this weeks figures From Kernow posted on Face book just now:-

 

Orders processed this week not including MR109 MR110 is 113 which over a six day week gives a daily average of 18.8. Outstanding orders is 545 so divided by current daily rate of 18.8 gives 28.9 days at a 6 day week gives 4.8 weeks to clear the lot or if your like end of October/ beginning of Nov.

 

As for MR 109 & 110 orders processed this week 9, outstanding orders 114.

 

As stated previously this is just an estimate based on single orders and doesn't include multiple orders etc etc

 

I have no connection to Model Rail or Kernow and only provide this info for my own amusement.

 

Cheers

 

Clive

[roundhouse]

Quite happy to wait for mine. It's not the end of the world if it takes a few weeks longer as its been quite a few years in the making as it is.

 

Plenty of other toys to play with anyway.

[dibber25]

Sorry but we'll have to agree to disagree because that still feels wrong to me, as without the commitment to purchase the locos in the first place the whole project would never have gone ahead. Mnd you if you think my comments above were bad you should have seen what I wrote to the editor of Model Rail !

 

What it illustrates to me though is whatever valiant effort Kernow have done (and I've used Kernow before), as a subcontractor to Model Rail for the delivery of such a large run of models they appear to be too small an operation to successfully cope with the timescale of 'Up to 28 days' that Model Rail still advertise on their website.

 

Oh and after my 'toys out of the pram' session yesterday I got email confirmation of dispatch.

 

Cheers

 

Clive

I'm sorry you feel that way and I'm sorry you felt the need to berate Richard, who has put heart and soul into this project. I'm glad that your 'toys out of pram' session achieved the desired result. 

'Fulfilment' as it is known, has been tried several ways by Model Rail. Initially we used our own editorial staff to send out models. That quickly overwhelmed us. We then switched to larger organisations which were capable of handling the volume ( up to 500 models per delivery) but suffered from lack of subject knowledge, security issues and ever-increasing costs. Of the various organisations used, Kernow has always given our customers and us, good service at an affordable price. The despatch of several thousand models was always going to take a lot of time, whoever and however it was done. (CJL)

Edited September 30, 2016 by dibber25

[No Decorum]

I have two of these so far. Yes, it can be frustrating to have to wait but I think it was above and beyond what we usually experience in these days of ever rising prices that the original price quoted was adhered to. Not only that but we were warned of price increases so that we could get orders in at the old price.

 

As to the models themselves, I think they’re breathtaking. I don¹t say that lightly as many models appearing nowadays have niggles of one sort or another. Many thanks to Chris and Model Rail.

[adb968008]

Apologies I didn't intend to cause a storm, but I should also confirm delivery of the said additional order, with 24 hour turnaround.

 

I should add, that initially I was concerned at the speed of my first delivery, but as someone else pointed out they waited until all my order had arrived and sent in 1 delivery. (In my case 4 at once), if you have more than 1, and I haven't yet seen all 10 released, it's possibly the reason for delay in sending some of the others.

 

Again, sorry if I jumped the queue, there was nothing else in my order so I may just of got lucky.

[Ian Hargrave]

Whoah !!! Quote ' I got the text message that my second 30064 ordered today is on its way for delivery tomorrow' !!!!!

So you can go on line and order a 30064 and get it dispatched the next day, but if you have one on order for the last three years your still stuck waiting for kernow to extract their digit with a weekly update saying don't phone blah blah some 6 weeks after they took delivery of MR103 and MR104 ! That's wrong on so many levels, so pre order means nothing then ! And yes I know these are cancelled orders but really they should have cleared the back orders first then offered these for sale, sorry but that's really bad PR.

Clive

Would just add my outburst is not directed at adb968008 but at Kernow and Model Rail.

Presumably your pram is now back on the rails.I wonder how many of us realise the modest size of both Model Rail and Kernow?

If we do we might appreciate how very fortunate we are to receive such marvellous models at what should be considered a modest outlay.Neither organisation has a suite in Trump Towers.Please remember that.

[The Stationmaster]

Presumably your pram is now back on the rails.I wonder how many of us realise the modest size of both Model Rail and Kernow?

If we do we might appreciate how very fortunate we are to receive such marvellous models at what should be considered a modest outlay.Neither organisation has a suite in Trump Towers.Please remember that.

 

Or can visualise the large stack of USA tanks which I passed in the inner environs of their premises last week?  

 

Kernow is a relatively modest concern compared with, say, Hattons' major warehouse operation and in my view and experience they do an excellent job in getting stuff out when you place an order.

[jjb1970]

I think it is important to distinguish between slow fulfilment and malfeasance. I do not see any evidence of malfeasance here and as with the Locomotion APT-E the models will be sent out when they're sent out. What I would say is that as the trade is doing more of these pre-order commissions and shops doing distribution that perhaps the shops need to look at how well they're prepared for such orders and consider a bit of expectation management.

[Butler Henderson]

I think it is important to distinguish between slow fulfilment and malfeasance. I do not see any evidence of malfeasance here and as with the Locomotion APT-E the models will be sent out when they're sent out. What I would say is that as the trade is doing more of these pre-order commissions and shops doing distribution that perhaps the shops need to look at how well they're prepared for such orders and consider a bit of expectation management.

Which would mean employing more staff which would by itself would in all probability adversely affect Kernows business. The alternative would be not to despatch any until all orders had been checked and paid.

[stewartingram]

It is now well over a week since I received an email from Kernow saying No.72 had been made ready for collection, and I was asked to contact them to give the delivery address. (I had stated this on the original order, so that I could choose). At the end of the week I rang them to give the address, which happened to be my works address as no-one was likely to be in at home for signature when the parcel would be delivered. This was my 1st contact with Kernow since the online order - I did not pester them. My delivery address was accepted - with an offer to change their posting date to suit me for when I was home, but declined, and it was confirmed that payment had already been made so all was well.

As it was the end of the week, Royal Mail did not deliver to the work address until the Monday, when I was off work for 3 days. I therefore had to wait until last Thursday night (when I returned to shift) to collect the model from our storeman. Well packed, and an excellent product. When I'm off again on Monday, I look forward to playing with it further.

The service I received from Kernow was excellent. I hadn't pestered them but waited patiently. There was confusion with my account, probably meaning I wasn't in the 1st wave of delivery for this version (but it is only a model TOY after all) which had changed since I ordered the Sentinel a few years back, but this was updated during the phone call. Well done Kernow.

 

Stewart

Edited October 1, 2016 by stewartingram

[jjb1970]

Which would mean employing more staff which would by itself would in all probability adversely affect Kernows business. The alternative would be not to despatch any until all orders had been checked and paid.

I don't think it necessarily would mean hiring more staff. Establishing an efficient means of turning around large numbers of pre-orders may just mean improved IS tools and order management. I do think there is a reputational risk for retailers who take work like this on if they're not really set up to handle such a large number of orders quickly. Rightly or wrongly people have become accustomed to the sort of efficiency that is taken for granted if purchasing from some of the specialist on-line retailers. We also saw a lot of discontent directed at Locomotion over the APT-E despite Locomotion doing their best to get the models out. These sort of models are becoming increasingly common and so it will probably become a core part of Kernow's business. I'd stress that I don't think they've done anything bad here.

[cctransuk]

The point is that the size of this distribution exercise, whilst considered large for the model railway field, is miniscule in global retailing terms. To employ a dedicated distribution company would be considerably more expensive, and would add to the cost of the product.

 

I seem to remember that the NRM used a 'fulfilling agent' early in the days of their exclusive models, and that a lack of understanding of the model railway trade caused quite a few problems for both the NRM and their customers.

 

At the end of the day we are talking about toy trains - for that is all they really are. If these toys, (and whether I had to wait a few more weeks on top of the typical three years for delivery), figured so high up in my scale of priorities that I 'lost my rag' about it, I'd be worried.

 

Surely there's more to be got out of model railways than stressing about whether someone got their shiny new toy before you did?

 

Regards,

John Isherwood.

[ColinK]

I'm quite happy with model railway suppliers taking a while to ship my models out, as has happened with the APT-E etc. Checking the orders, processing payments and parcelling them up securely does take a great deal of time - I know this from experience in a prevous job. I would much rather it was done by a model railway company who will almost certainly take a great deal of care, than farmed out to some fullfillment agency whose only interest is to get the job done as fast as possible.

[Ian J.]

Regarding the delays, first world problems, etc, etc. I'll not say more.

[The Stationmaster]

I don't think it necessarily would mean hiring more staff. Establishing an efficient means of turning around large numbers of pre-orders may just mean improved IS tools and order management. I do think there is a reputational risk for retailers who take work like this on if they're not really set up to handle such a large number of orders quickly. Rightly or wrongly people have become accustomed to the sort of efficiency that is taken for granted if purchasing from some of the specialist on-line retailers. We also saw a lot of discontent directed at Locomotion over the APT-E despite Locomotion doing their best to get the models out. These sort of models are becoming increasingly common and so it will probably become a core part of Kernow's business. I'd stress that I don't think they've done anything bad here.

 

From what I've seen of it I don't think there's anything inefficient about Kernow's handling of either their own business of the work they do for 'Model Rail'.  When I ordered my NMR Sentinel I couldn't remember my subscriber number but Kernow had it at their finger tips as were my card details (which I shall shortly have to update with them as it happens).  The only problems they face seem to be out of date card details and interruptions from 'phone callers who distract staff from their job of charging, packing and despatching items and of course the matter of sheer volume with a quite wide variety of variants arriving over a staggered delivery period but in view of that I think they seem to be getting models out at reasonable rate and they are of course well used to dealing with considerable numbers with their own commissioned models.

[Butler Henderson]

People would have more to complain about if their credit/debit card was charged and the items were not despatched for ages.

[toboldlygo]

After receiving a tip off about there being 30064's available to order, I acquired one and yesterday cancelled my order for 30069 when Kernow phoned me to see if I still wanted it - as they where going to put in with something else I ordered (a Hornby King).

 

Lovely model, very smooth runner straight from the box (slightly noisy to begin with) - my only issue with it was the platform was a total pig to fit (I put the lowered one on)

 

 

[dibber25]

MR-110. DS237 BR Malachite late crest 'Maunsell'. Please note that the production models are correctly finished in the BR shade known as Malachite, as applied to SR coaching stock, not the bright SR Bulleid Malachite as depicted on the pre-production sample. The label uses the term 'Malachite' as this was widely used on the Southern Region at the time, to distinguish it from BR locomotive green. (CJL)

[Caddy]

Mine finally arrived today. What a magnificent model, surlely a candidate for "Model of the Year". Well worth the four year wait.

 

Well done Model Rail, Bachmann, Kernow and everyone else involved.

 

And, even over my less than perfect track it runs like a dream. Made an old fellow very happy.

 

I know we have had loads of photos, but just had to add mine.

 

Excuse me, think I'll go and play trains..................................

[34theletterbetweenB&D]

...perhaps the shops need to look at how well they're prepared for such orders and consider a bit of expectation management.

 

Completely so. There's an economical and failsafe approach to getting it right, from two principles:

The customer is always right.

Know your customers.

Value your customer's business.

 

That means that the customers from 'I want it right now, and definitely ahead of anyone who didn't preorder' to 'calm down guys, it's a toy, and whenever it arrives it's fine' are all right. But simply enough, by fulfilling the most demanding customer case, you satisfy all the rest.

 

That means decisions.

 

If multiple pre-orders for goods arriving over a spread of time are going to be sent out as a single package, a hold on all dispatch until all pre-orders can be fulfilled is necessary. If that's unacceptable, then make a decision on moving to part order fulfillment from what is available,  with remainder to follow  when available on the same principle. (Think about it, the customer who ordered most - all the versions - is automatically placed near the back of the fulfillment queue by the present system.)

 

'Walk up' sale commences only once all preorders are fulfilled. (The advantage to the vendor is that potential customers are thereby encouraged to place pre-orders.)

 

This is well proven as a strategy for winning a strong customer service reputation.

[Forester]

Mine finally arrived today. What a magnificent model, surlely a candidate for "Model of the Year". Well worth the four year wait.

 

Well done Model Rail, Bachmann, Kernow and everyone else involved.

 

And, even over my less than perfect track it runs like a dream. Made an old fellow very happy.

 

I know we have had loads of photos, but just had to add mine.

 

Excuse me, think I'll go and play trains..................................

 

Just to confirm this particular version of 30064, long marked as Sold Out, is currently available in small numbers as the last unclaimed ones are apparently being redirected.

[dibber25]

Completely so. There's an economical and failsafe approach to getting it right, from two principles:

The customer is always right.

Know your customers.

Value your customer's business.

 

That means that the customers from 'I want it right now, and definitely ahead of anyone who didn't preorder' to 'calm down guys, it's a toy, and whenever it arrives it's fine' are all right. But simply enough, by fulfilling the most demanding customer case, you satisfy all the rest.

 

That means decisions.

 

If multiple pre-orders for goods arriving over a spread of time are going to be sent out as a single package, a hold on all dispatch until all pre-orders can be fulfilled is necessary. If that's unacceptable, then make a decision on moving to part order fulfillment from what is available,  with remainder to follow  when available on the same principle. (Think about it, the customer who ordered most - all the versions - is automatically placed near the back of the fulfillment queue by the present system.)

 

'Walk up' sale commences only once all preorders are fulfilled. (The advantage to the vendor is that potential customers are thereby encouraged to place pre-orders.)

 

This is well proven as a strategy for winning a strong customer service reputation.

 

I understand that, at the beginning of this week there were fewer than 30 orders outstanding for models that are in stock. So they've been cleared in around five weeks from first arrivals. That was done while honouring a price (for early pre-orders) that was set more than four years ago. Any other arrangements would have increased handling costs, which would have had to be passed on to the customer. (CJL)

[roundhouse]

I should have one on order but cant remember whihc livery. So I am hoping my order is still in place. Got the order number in my wallet.

 

Whos the best person to contact?

[dibber25]

I should have one on order but cant remember whihc livery. So I am hoping my order is still in place. Got the order number in my wallet.

 

Whos the best person to contact?

You will need to call  the order line at Kernow on 01209 613984. No one else has access to order information. (CJL)