rapidorepairsuk

Morning all,

Communication seems to be a little hit-and-miss.  Posts above seem to suggest swift replies sometimes and slow at other times.  I have a series of PMs via RMweb which have been dragging on since August.  I can only assume that Simon is busy with Rapido repairs.  At least I hope that's the explanation and he isn't ill.  I'm sure it will all get sorted out in the end CrisisOnACanoe.

Many thanks for the concern Teaky. I have been ill but after a weeks break and apart from a hacking cough I'm still here. I will reply to you via PM.

I would have thought that your model was not fit for purpose and as such should have been replaced by another immediately. It is not as if you have had the thing very long. As I have posted earlier, Locomotion Models have been an absolute shambles in delivering this particular model and until their communication system is greatly improved I am reluctant to order anything else from them.

Brian

There is only a certain number of warrenty models and each model that is sent back for repair is checked as 9 times out of 10 it can be easily fixed and returned. Occasionally one will need to be replaced but only once the customers model has been checked.

As has been mentioned elsewhere and several times in this thread, Stuart is one person and I know he works very hard and tries to respond to all communication but it may take a while if lots of people are sending emails, phoning and placing orders via the website which he will need to pick, pack and post. I'm sure if you have any ideas on how to improve things then please send an email in.

Hi all, I sent my Single to Simon for repair but haven't had any response from him asking for an update. Anyone else had an issue like this? It's been gone for at least a couple of weeks since I posted about the problems I was having, and I get a bit anxious if I don't have adequate communication. Thanks in advance.

Hi Makkenzy,

I have sent you an email this morning but I thought I would reply on here as well. Your model arrived on the Friday that I went on holiday for a week. Now this is something that I don't announce due to past instances of people turning up at my address unannounced whilst they thought I wasn't there. So for security I don't say now.

I don't answer emails whilst on holiday as I like most people need to have some down time and leave work behind, hence the delay in replying to your email you sent on Thursday, plus the SWMBO isn't too impressed whilst we are away to find me sat emailing about work.

I hope this goes some way to explain why you didn't get a reply but I'm only human and need a rest sometimes.

Thanks

That's just how I feel. I am waiting for a replacement for the one delivered on 1 August with the bodged paint touch-up on the tender.

Rapido Repairs gave me a slightly wrong e-mail address and thet's why my messages didn't get to them. They now tell me they have contacted Locomotion to get a new one to me and get the original collected but I'm not holding my breath. An e-mail to Locomotion has been well over the 5 days reply they quote without an answer and as for the telephone, forget it! I presume I will get one eventually but I don't like the sound of the returns one bit. If this was the real world of commerce I would be livid. I certainly won't order anything from Locomotion again. Thank goodness the Dynamometer Car and O gauge Boxhill are from Rails. I am trying not to think about it by working on four GWR outside frame 4-4-0s!

Hi,

Could I ask how you would do it??

Yes unfortunately whilst typing the reply to your message using the iPhone it did for some unbeknown reason change the spelling of the the word Rapido which then caused problems with the email address.

The warranty replacement models are kept at Locomotion as this is the easiest way to exchange models as the new replacement one can be sent out and the one with issues collected at the same time.

The other method is to have the customer post thier model back to Locomotion, once it’s arrived it’s then exchanged and then the new one sent out. This may take a few days or even longer if it arrives on a weekend or before a bank holiday.

Now I have the spare parts as I have the list of what goes where on the model and it’s easier for me to make sure any queries and if needed any parts are sent out to you the customer. If a replacement model is needed I then request this from locomotion as they will have your details on The order system.

Not sure how we could change it, suggestions in a postcard please.

I can’t speak for them but The locomotion team are working as quickly as they can to resolve the outstanding issues that are there.

I'm still waiting to hear from Rapido Repairs and/or Locomotion re return and replacement of my loco with the tender with the botched paint touch-up (post no. 1692). After initial good news (post 1719) complete e-mail silence from both after sending several chasers. Half a month from delivery and my loco is still sitting in its box!

Hello,

Sorry to hear that your issue is still outstanding. I have sent you a pm to try and get you resovled asap.

So should I have dealt with them directly instead of with you? That's not what is written in the brochure in the box?

 

It seems pretty straightforward to a person that's forked a lot of money for a top end model. The item supplied had an issue that should have been picked up by QA. I should not have to pay to have that matter rectified.

 

Maybe those who have had 3 models delivered will have to pay to return the excess 2! Lol

I typed that I deal with the Warrenty/repair side of the model. If there is any order or postage enquiries then Locomotion has the customer list which I don’t have any access too for data reasons.

The only information I ask for if you send a model for repair is the standard name, address and contact telephone number, which once the model is fixed and the address label printed and stuck on the box, it is then shredded to comply with data rules as there is no need for me to keep the information you have supplied.

Ditto 2750Papyrus.

 

One of the chains was broken and, oddly, one link was not loose in the packaging with the other links and the hook. It is a good job the spare ones were sent out but I quite like the finer ones so I might see if I can find some fine wire and make one.

 

It really is a beautiful model. Top marks Rapido.

Hi Teaky,

If you send me an email to the email in the booklet I may have 3 spare fine links that you would be welcome to have if you want the fine ones. Just the links no hooks.

Mine is going back to rails for repairs/replacement (spoke to them today regarding damaged buffer - slightly concerned at the suggestion of glueing it back on...)

Hi,

The buffer is glued into a small square box on some spring steel that is used to provide the securing point for the buffer when you push it in and to prevent it falling out like yours has.

If you look at the end of the buffer shaft you will see a small square peg which goes in the small box. A very small amount of glue on this peg and it will have held the buffer in place.

Hope the above helps anyone who may have the same problem.

I'm hopeful that my repaired loco will be returned soon. My only concern is that Simon was unsure whether my postage costs would be refunded.

I mentioned that I wasn’t close to Locomotion to ask and not wishing I pass the buck, I only deal with Warranty and repair issues with the Model.

Any order, postage or delivery is dealt with by Locomotion.

As I understand it, UK sales legislation is reasonably clear that when you purchase something, your contract is with the retailer, not the manufacturer. Further, when a defect occurs, one's first port of call should be the retailer, who has the choice of attempting to replace, repair or refund.

 

This appears to contradict both your statement and that of the booklet, which appear to be advising the consumer to bypass the retailer and contact the manufacturer (or their UK representative) instead. Please can you explain this apparent discrepancy?

 

Cheers

Adrian

There isn’t a discrepancy.

The reason we say contact the repairs is the enquiry you send to Locomotion would be forwarded to me. I would then contact the consumer with the issue, to try and resolve the issue as quickly as possible for the consumer.

The system in place has worked well in the past with other models and it’s working well now so I’m not sure why you keep trying to create problems were they are none.

Assertion of what?

To me the second guessing that there won’t be enough locos to replace any ones with problems.

All that has happened since your post is an increase in emails to me with people now worried if they have a problem in the future they won’t be able to have it sorted.

Not sure why we need a blow by blow account of what is happening to your returned model and replacement.

If people follow the procedure as outlined in the booklet then any issues will be resolved as quickly as we are able too.

Got a phone call from Amanda today - my replacement (hopefully straight) loco is leaving today. Looks like they're getting to grips with the APL problem and starting to deal with other matters.

 

Makes you wonder - if the wonky locos are widespread

(and there seem to be a few at least) then there may not be many spare locos left after replacements have been sent to release for general sale.

There are plenty of models to go round.

Arrived today,

Only negative on mine was a loose seat inside it (one of the long couches at the end). any got any hints on opening it up to sort it? seems like a but of a daunting task with the amount of detail on it.

Also the recording wheel seems a bit loose and not sure if thats for moving it on EM wheel sets etc, anyone else noticed it?

 

That aside, very impressive in the flesh with the teak effect and the amount of detail on it!

 

Gordon

Hi Gordon,

You will need to unclip the bodyshell to gain access to the inside (yes I know) to refix the seat in place.

Once you have glued it make sure you leave it open for at least 24hrs to allow all glue vapour to evaporate.

You will find some clips at both ends and down each side. You can see the location on the exploded diagram. Be careful of the details as they can easily be broken.

The recording wheel is designed to be in one location as when it’s runnjng its difficult to tell its position above the rail.

Bearing in mind if it was designed to move it should go up and down as well. Now there’s an idea......

If you have any questions then please use the contact info on the enclosed sheet and I will be in contact with you to help.

Hi Simon,

 

I am also missing some parts.  I have the two chains but there doesn't seem to be a locomotive to attach them to. 

Hi,

I'm sure you will have yours delivered soon.

I had a look at fitting the front bogie splashes this morning but the screws seem to be missing. The drawing in the instruction show the 4 screws and implies that they should already be fitted but mine does have any. I've looked in the bags of bits but can't find them there either. Any suggestions?

 

Ross

Send an email to the email address in the back of the booklet along with a photo of the area and I will be able to deal with it.

Guys,

I’m not trying to be funny here but if you have a problem or missing parts please follow the instructions in the booklet as I don’t always login to see what’s happening on here.

Thanks

A little update on my Single-with-the-wobbly-running-plate saga....

 

Called Locomotion this morning, got through on the second attempt. Spoke to a very pleasant lady called Amanda, who agreed to send out a replacement loco as soon as possible, which was most acceptable. The conversation went a little like this:

 

Me: My single has a bent running plate, I'd like to return it and get a replacement please.

 

Amanda: When you say bent, is it really bent, or just pointing upwards a little?

 

Me: Well, it's pointing upwards quite a lot, it's very noticeable.

 

Amanda: Ok, it's just that they're supposed to point up a little.

 

Me: Really? The running plate on the real loco doesn't!

 

...(pause)...

 

Amanda: Ok, we'll send you out a replacement. What's your address....

 

So, the questions arise. Was she correct, are they supposed to point upwards?  Is it a property of the real loco? Is it an unavoidable facet of the model?

 

Or (as I suspect) was Amanda just having a long day and getting a lot of folk asking/complaining about singles with wobbly running plates?

 

Having had a look at a few of the locos appearing in YouTube video reviews, I'd venture to say that a fair number of samples have wobbly plates, possibly not all as pronounced as mine, but still noticeable when you know what you're looking for. On the other hand, some seem acceptably straight, so clearly not all models are affected.

 

Once the dust has settled from the APC fiasco, it'd be nice to get an 'official' word from Rapido/Locomotion on this matter.

 

Cheers

Adrian

Hi Adrian,

Gald you have been able to sort out your bent running plate problem. Just to clarify the running plate is one piece die-cast part not made up of indvidual parts.

I had a trip up to Locomotion this morning to have a quick meeting with Stuart to catch up with things as we regularly do to make sure that all the warrenty issues are dealt with.

I had the pleasure of meeting Amanda, who has been brought in to help answer the phone quiries to enable Stuart to concentrate on other single matters.

Now as you may be aware, Amanda doesn't have a knowlage of Model Railways or Real Railways so she may not know about the details or the problems you may have so if you have any model related questions or issues then please use the UK contact information in the bottom section of the Missing/Damaged parts of the Manuel and I will respond to them.

Thanks

Question for you guys, somehow I have managed to loose one of the connecting modules and damage one of the noses and was wondering if you could remind me how to get replacement

Hi,

Not sure if you have contacted Rapdio yet, if you could please send me a pm with your details in it andi will be able to send out a replacement part.

Now if you have already contacted me then they will be posted soon

Well, my loco was delivered this morning. The name on the parcel was Johnson, whoever that is. Unfortunately, there were no instructions in the box and the tender lining had a crude bit of repainting so it will have to go back. It certainly is a lovely loco. What a shame there has been such a muddle with the deliveries to overshadow it.

Sorry to see that you have received a model that isn’t correct.

Just replied to your pm.

Thanks

Simon

Rapido Repairs UK

Morning all,

As you may have noticed I now have an offical Rapido repairs user name on here to keep personal stuff separate from the repair items.

So if you have any issues with the Sterling Single model wise then please use the contact us information in the back of the booklet (for the U.K.) or you can send me a pm on here.

Thanks

Simon

Rapido Repairs UK