LNERandBR

13 hours ago, ruggedpeak said:

OK, thank you for responding but doesn't really answer the question. But do understand that is not necessarily everyone's experience, and I still don't get how telling people you had a good experience helps those who don't.

I think you are missing what I'm trying to say. You will get a better experience with any customer support by working with them. 

The last thing you want to have to do is send a model away. Therefore, that is also true for any manufacturer. They want your issue fixed as quickly and efficiently as possible.

You packaging it up and sending it to them for them to diagnose the issue isn't quick or efficient. Therefore, if they can diagnose the problem whilst you still have the loco they may have a resolution which you can apply and save all the worry and stress of being without the model.

In my experience working in support, those people who work with me get their issues resolved quickly and efficiently. Those who immediately get upset that I'm asking them for information and fail to provide it don't.

The message therefore is to work with the person who is providing you with support. 🙂

35 minutes ago, ruggedpeak said:

What is the point of this post and how do you think it helps? I am genuinely interested in how you think it helps, especially given much of it is demonstrably untrue.

 

 

 

Because the worst thing I find when working in support is when the people you are trying to help don't respond to you when you are just trying to help them. Conversely it's your job to respond in a timely and efficient manner when a customer asks for an update on their issue.

My experience of AS Support was as I described. When it went quiet, I asked for an update and immediately got one. Even if that update was there being no change.

17 minutes ago, The Meerkat said:

 

have you tried turning it on and off again.

 

sorry couldn't resist i have watched the IT crowd :D

You will be surprised how many people don't actually know how to turn devices off and on again. Therefore doing so actually works.

I will say again that I had no issues with AS support. If you don’t hear from them then just respond and ask for an update. Doing so will flag your case up to them and they will quickly get back to you.

Communication from both parties leads to quick resolutions. 😁

7 minutes ago, MikeParkin65 said:

Afternoon Fran  - it didnt read like that to me as recipient to be honest.

 

This is how the request for video was justified by support  ' Its so we can see it moving slowly as we have had several models sent to us to have issues resolved and when its arrived in the workshop it has worked fine.'

 

The mythical modeler who apparently enjoys sending £270 models back in the post just for the hell of it will presumably just film their loco running dead slow anyway?

I work in IT support and we always ask for screenshots of issues and error messages. A user can try to describe an issue or error all you like. Seeing an image of it allows myself and other IT professionals to pick out other things in the error.

Therefore, seeing a video of the issue will do the same thing here. AS support will spot things that they may have seen on others. Thereby they will know much better what the cause of the problem is and find the resolution faster.

Trust me, asking end user questions isn't any sort of delaying tactic. It's to find the cause and resolve the problem ad quickly as possible.

15 minutes ago, Torper said:

I've got one of the latest batch of 37s on pre-order and anticipate receiving it in the next couple of months or so. However in view of all the comments about problems of one type or another that so many people appear to have experienced with their 37s I'm rather beginning to regret it. I only hope that steps will have been taken to ensure that the problems encountered in previous batches will have been recognised and resolved in the latest batch.

You will not regret it. My 37 is a wonderful model which I like immensely.

Yes, I had an issue with it but I cannot fault Accurscale for their support. Swiftly diagnosing the issue and sending a prepaid return postage label. It took time but the model was returned in pristine condition and fully operational again.

With a lifetime warranty you really cannot go wrong as if there are any problems they will be sorted for you. If everyone who is having issues reports them to Accurascale then they will have the data they need to identify if changes are needed.

My model is also weathered and there was no issue with them providing the repair.

On 27/04/2024 at 20:13, aureol40012 said:

. After defending Accurascale on various forums (especially YouTube where people seem to try and make their titles sound as dramatic as possible) I now too have experienced motor failure on one of my 37s.  

I know I go through Accurascale customer services but has anyone had to return one recently, and if so what was the turn around time like?

I'm also going to give a shout out for Accurascale Customer Support. They fixed my Class 37 quickly and with no issues at all.

The locomotive is weathered and I was pleased to see it returned with no damage to that at all. Meaning that they gave it the upmost care in stripping it down to resolve the issue.

My personal opinion on Lewis vs George.

Lewis has been used to having a race winning car, a car that is not race winning will be demoralising. 

George has been used to a car that's running at the back of the field. A car that is capable of running in the top of the midfield will feel like a rocket ship and will boost his confidence. 

Lewis will have come to terms with the fact the car isn't where he'd like and isn't going to get there anytime soon. That he has also already signed to move at the end of the year means he's now not anywhere near as motivated to push the car forwards development wise. Lewis has nothing to lose by taking it easier and building his energy for next year.

George however is going to be pushing for everything, he wants to develop the car, he wants the higher results so the team is in a better position next year. 

On 17/02/2024 at 18:28, John M Upton said:

 I do hope that the new Warnley does not replace any of the other shows in Warners line up like Bristol did replacing Peterborough a couple of years back.

Peterborough was lost due to the venue closing. Therefore they didn't replace it with Bristol because they specifically wanted to.

Personally, I think one can get a little too caught up on every coach must be the same colour. In reality they all weather differently and coaches get moved around. What I see in the pictures above are different shades of maroon within the sets as well as differences in the roofs. 

The 'batteries' are stay alives. My understanding is they pick up from the track. 

If you look in the documentation, it tells you where to wave the wand to turn the lights on and off.

I don't tend to bother with the C4 Qualifying show. I normally keep an eye for the Qualifying Highlights to appear on F1 official YouTube channel. They normally get put up a few hours ahead of the C4 Highlights but today seemed to be up even sooner.

The YouTube version keeps things just to the main action at the end of Q1 and Q2 then showing both sets of runs in Q3. If there is anything else going on like someone crashing on their first run they show this. 

None of the waffle from DC n co about who could be on pole only for Crashappen to blitz everyone. 😅
 

I'm also waiting for my dispatch email to appear and agree that a few more days waiting doesn't hurt. There are so many orders and models to pack that we need to allow the Accurascale guys time.

Completely agree that it's not nice knowing they're almost here but aren't. However, all good things come to those who wait. 😬

45 minutes ago, Bryn_Bach_Railway said:

I have a problem with a Cavalex product, as such I am contacting Cavalex. If they deem it appropriate to contact ESU then that’s what they’ll do, but that’s down to them.
 

You wouldn’t contact Samsung about an iPhone screen issue just because they made the screen. You would contact apple who made the product. 

You're not contacting Cavalex though are you, you're complaining to the rest of the world.

Contact them directly and I'm sure they will provide you with as much support as they can. Nobody else here can assist you as much as Cavalex themselves can.

Sadly my 37 has joined those having issues, already contacted Accurascale support and it's going to be heading back to them soon for repair.

I think it's important for anyone having issues to get in touch with Accurascale as they can then build a wider picture of what is occurring and make improvements if they are needed to future models. People just complaining on Social Media and carrying out home fixes doesn't help them in this case. 

I think the key difference between Model World Live and other exhibitions is it's not just model railways. Do the Airfix and other  exhibitors expect accommodation to be paid for? I have a feeling not.

I think it's therefore the best compromise that the organisers could come up with. Trying to keep everyone as happy as they can. They want one rule for all rather then one set of rules for railways and another for Airfix just because the different hobbies expect different things when it comes to expenses, etc.

I think if people want to pay more to get single rooms or in a more expensive hotel then that's fine if it is arranged with the Exhibition Manager. Would certainly remove issues when you turn up at a hotel expecting two twin rooms and find the hotel has left them as doubles!

1 hour ago, Phil Parker said:

That said, for somewhere no-one could find, my experience of trying to take some snaps of Tytton Hall Yard was that all weekend, including Sunday afternoon, it was at least 2 deep the full length of the layout. The rest of the floor was pretty busy too.

You must have been lost in the crowds Phil as I don't remember spotting you! 😅🤣

Like you say it was very busy in front of Tytton Hall Yard at times. We were blown away with the reception the layout received. Looking forward to seeing it in BRM on Feb 22nd.

Personally felt the signposts for the upstairs area were fine. A big pop up banner at the bottom of both escalators.

Personally had a very enjoyable weekend exhibiting Tytton Hall Yard with the Boston MRS. It was very busy Saturday with people 3 rows deep in front of the layout most of the day. Overall the layout behaved very well and we didn't do too badly getting packed up and loaded from our upstairs location with a smaller team then planned.

In my experience of visiting the FoBRM at Doncaster for many years the 'grass' has never been a problem. I've certainly never seen anyone stuck. 

The grass areas of the car park are actually quite small, the main drives being of hardcore. I seem to think it's also got that plastic octagonal matting in the grass. 

Very much looking forward to the weekend as the Boston MRS are exhibiting with Tytton Hall Yard:

38 minutes ago, Pmorgancym said:

So what  is appropriate for this thread? Ohhhhh look at my shiny new toy?

Yes but also for people to ask when their new toys are coming and speculate what new toys are going to be announced in future runs. 😁

Agreed, I'd rather the speculation started about when the next run could be due or the what could be announced in the Third run of locomotives then see more of these messages.  
 

3 minutes ago, 37081LochLong said:

This thread is quickly becoming "one mans problem page" can we please move on?

1 minute ago, RBE said:

In that photo the roof looks correct and the precision way too dark.

 

Interesting this lighting business. 

 

You also need to factor in any auto correction the camera could be doing. I bet they look different to the naked eye.

1 minute ago, RBE said:

The screwing in of the model is fine it's just the potential for damage if not done right. We are looking at a redesign of the cradle to illiminate the risk currently.

I'd also suggest something other than screws that can be undone without the need for a screwdriver. 

14 minutes ago, RBE said:

The bottom keeper plate has 4 clips, one at each corner and locks the sideframes on. If that is unclipped then the side frames can slide out on 4 rails to release the wheels. The pick ups are in the sideframes.

Ah okay, thank you for the explanation.

So, what I have additionally found is the Axel Boxes are separate so will go flying if you put too much pressure on them to bring the sideframes out. The pickup wires being the thing stopping the sideframes moving if there's not enough slack.

However, I think the misalignment in the box has caused the axel boxes on mine to come loose though too much pressure. I noticed they felt a little loose so I'm going to ensure these are seated correctly and secured and see if that cures the excessive sideplay and clicking.

Overall, I've decided I don't much like this method of securing locomotives in boxes. The need for a screwdriver to release the model and the possibility of accidental damage if you don't take care is a little too high for my liking. 

17 minutes ago, LNERandBR said:

Do you mean at the front and back of the bogie?

One end wasn't correctly seated but I corrected that as well.

 

I can't see any gap between the side frames and the bogie towers. 

Actually, where exactly do the sideframes attach to the towers? 

Do they sandwich the pickup strips?

Do you mean at the front and back of the bogie?

One end wasn't correctly seated but I corrected that as well.

I can't see any gap between the side frames and the bogie towers.