wdw
New Member
Posts: 16 
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Post by wdw on Nov 20, 2024 10:19:32 GMT -8
I have been a member of this forum for at least 10 years, but don't think I logged on anymore after 2018 - just checking the threads. Now however, I am here with a 2-pronged issue I'm having with Rapido.
On October 12, I received a Rapido HO 44-Tonner (mail order - I live abroad) in SP Tiger Stripe livery. To my dismay, the first thing I saw when opening the box was that the Tiger Stripes are not bright orange but a very pale yellow with a hint of tan.
OK, mistakes happen, so I wrote -politely- to the email address on their website about this issue and to inquire about a solution. And that's where things really started to go wrong... As of today, six weeks later, I have written Rapido at least 6 times, without ever getting a reply. Once I contacted their service department through the online form, where a kind employee forwarded my complaint to the warranty department, but that also went unanswered, just like a follow-up email to that warranty department.
To make it clear: I am abroad, so calling is not an option, and mailing it back to the seller isn't either. And neither is redecaling: good luck in finding decals with the exact width, and then applying them perfectly over the yellow stripes and numbers. A good friend of mine, truly an expert decaler, already told me he wouldn't even think of tackling that job. And the way the locomotive is built, with sidewalks and skirts as part of the frame, swapping shells won't do.
So I'm stuck with an engine I will probably strip and repaint as a solid orange PFE switcher, and my old Bachmann will remain in service - at least the orange is orange... Not what I wanted, but what really gets me is Rapido's silence: I cannot imagine no one saw my messages, so what's going on? Are they deliberately disregarding this issue? Whatever it may be, I am not happy with their product and certainly not with their customer service. After the RDC I had to send back for warranty work, there was the RS-11, the SP box cars with the planking on the sides off, and now this. I've been very patient, but enough is enough - no more Rapido for me.
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Post by jonklein611 on Nov 20, 2024 10:23:30 GMT -8
just curious, which email address have you been reaching out to?
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Post by middledivision on Nov 20, 2024 10:38:54 GMT -8
Congratulations on your new Rapido paperweight.
This company is a joke.
I sent a message to tech support on 10/25 and have heard nothing since.
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Post by ambluco on Nov 20, 2024 10:42:27 GMT -8
The SP color issue has been talked about in many forums.
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Post by sd40dash2 on Nov 20, 2024 11:28:50 GMT -8
Here again starts another 8-page bash-Rapido thread that will end with a padlock and at least one "Deleted Member".
Can ARF resist the urge and keep quiet this time? |
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Post by packer on Nov 20, 2024 13:09:43 GMT -8
Here again starts another 8-page bash-Rapido thread that will end with a padlock and at least one "Deleted Member".
Can ARF resist the urge and keep quiet this time? Are we taking on the over/under of 8 pages? |
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Post by lvrr325 on Nov 20, 2024 13:18:13 GMT -8
There's a technical issues email that I have sent to a couple times because it was all I could find.
I got answers every time through that one.
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Post by edwardsutorik on Nov 20, 2024 13:28:53 GMT -8
Here again starts another 8-page bash-Rapido thread that will end with a padlock and at least one "Deleted Member". Can ARF resist the urge and keep quiet this time? It IS getting rather repetitive and even somewhat boring (except, of course, for the proud owner(s) of said equipment). We should likely just go with some shorthand acronym, Like LOL, etc. You do a detailed description of the problem. And then go with the acronym. DONE! Not 8 pages, not even one. BAM! (not an acronym) A candidate would be JARM. Just Another Rapido Mistake. Not exactly flashy or creative, but does convey the meaning. WDYT? Ed |
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Post by ambluco on Nov 20, 2024 15:38:51 GMT -8
JARM is good
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Post by Baikal on Nov 20, 2024 16:39:24 GMT -8
I have been a member of this forum for at least 10 years, but don't think I logged on anymore after 2018 - just checking the threads. Now however, I am here with a 2-pronged issue I'm having with Rapido. On October 12, I received a Rapido HO 44-Tonner (mail order - I live abroad) in SP Tiger Stripe livery. To my dismay, the first thing I saw when opening the box was that the Tiger Stripes are not bright orange but a very pale yellow with a hint of tan. OK, mistakes happen, so I wrote -politely- to the email address on their website about this issue and to inquire about a solution. And that's where things really started to go wrong... As of today, six weeks later, I have written Rapido at least 6 times, without ever getting a reply. Once I contacted their service department through the online form, where a kind employee forwarded my complaint to the warranty department, but that also went unanswered, just like a follow-up email to that warranty department. To make it clear: I am abroad, so calling is not an option, and mailing it back to the seller isn't either. And neither is redecaling: good luck in finding decals with the exact width, and then applying them perfectly over the yellow stripes and numbers. A good friend of mine, truly an expert decaler, already told me he wouldn't even think of tackling that job. And the way the locomotive is built, with sidewalks and skirts as part of the frame, swapping shells won't do. So I'm stuck with an engine I will probably strip and repaint as a solid orange PFE switcher, and my old Bachmann will remain in service - at least the orange is orange... Not what I wanted, but what really gets me is Rapido's silence: I cannot imagine no one saw my messages, so what's going on? Are they deliberately disregarding this issue? Whatever it may be, I am not happy with their product and certainly not with their customer service. After the RDC I had to send back for warranty work, there was the RS-11, the SP box cars with the planking on the sides off, and now this. I've been very patient, but enough is enough - no more Rapido for me.
This has been discussed on several SP forums. At least four other people have contacted Rapido and none have received a response.
The reason why is Rapido doesn't see this as a problem. They seem to think the people, like you, who are complaining are a problem. But not the bad paint.
They used Daylight/PFE orange on the PAs but chose to use a color similar to DRGW Aspen Gold on the SP 44-Tonners. I wonder what they will use on the forthcoming PE 44-Tonners? |
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Post by Baikal on Nov 20, 2024 16:42:39 GMT -8
Here again starts another 8-page bash-Rapido thread that will end with a padlock and at least one "Deleted Member".
Can ARF resist the urge and keep quiet this time?
People should know their place and just shut up because Rapido is "special"?
It's not going to eight pages. Don't be hysterical.
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wdw
New Member
Posts: 16
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Post by wdw on Nov 20, 2024 17:44:29 GMT -8
just curious, which email address have you been reaching out to? Jon, I wrote to the one on their contact page (trains@rapidotrains.com), and the one the Service department referred to: rapido3@rapidotrains.com To make double sure, I wrote from both my private and work addresses, in case one would be marked as sp*m. |
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wdw
New Member
Posts: 16
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Post by wdw on Nov 20, 2024 17:57:09 GMT -8
This has been discussed on several SP forums. At least four other people have contacted Rapido and none have received a response.
The reason why is Rapido doesn't see this as a problem. They seem to think the people, like you, who are complaining are a problem. But not the bad paint.
They used Daylight/PFE orange on the PAs but chose to use a color similar to DRGW Aspen Gold on the SP 44-Tonners. I wonder what they will use on the forthcoming PE 44-Tonners? I was the one to first raise the issue on the io espee-group last month... And yes, Aspen Gold is a good description. Such behavior from a company that's always tooting its own horn about how great they are and what fantastic stuff they make is utterly unacceptable. Rather than writing "funny" (  ) manuals (with irritating errors in the French version, by the way) and announcing products that may or may not see the light of day, with or without errors, they should spend some money on basic QC and customer relations. Barabbas or Rapido? I've made my choice... |
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Post by bnsf971 on Nov 20, 2024 18:39:42 GMT -8
Here again starts another 8-page bash-Rapido thread that will end with a padlock and at least one "Deleted Member". Can ARF resist the urge and keep quiet this time? It IS getting rather repetitive and even somewhat boring (except, of course, for the proud owner(s) of said equipment). We should likely just go with some shorthand acronym, Like LOL, etc. You do a detailed description of the problem. And then go with the acronym. DONE! Not 8 pages, not even one. BAM! (not an acronym) A candidate would be JARM. Just Another Rapido Mistake. Not exactly flashy or creative, but does convey the meaning. WDYT? Ed WWJD? What Would Jason Do? |
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Post by edwardsutorik on Nov 20, 2024 20:41:55 GMT -8
The one time I personally dealt with Jason, he was great!
So I don't think this fits well at all.
True, he's the big kahuna (look it up, kids). So the buck starts there (look it up again, kids).
The big plus is that Jason/Rapido has done a lot of very nice things.
And yet....
Ed
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Post by cpr4200 on Nov 20, 2024 21:27:45 GMT -8
Years ago the much-maligned BLI released B&M E7's with metallic gold striping instead of Dulux, and on the most recent run of B&M F7's the nose stripes were not all the same width. Both times they corrected the mistake and provided new shells (at no cost, I believe) to buyers. Scale Trains provided replacement bodies for their incorrect EL SD45's.
I don't know what the profit margin is on these things, but it would be nice if making good on egregious mistakes was the industry standard. I'm pretty happy with my Rapido stuff, but they're all shelf queens at the moment (no layout).
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Post by kentuckysouthernrwy on Nov 20, 2024 22:16:12 GMT -8
Here again starts another 8-page bash-Rapido thread that will end with a padlock and at least one "Deleted Member". Can ARF resist the urge and keep quiet this time? Need you ask? Eh!? |
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Post by bnsf971 on Nov 21, 2024 4:16:28 GMT -8
Here again starts another 8-page bash-Rapido thread that will end with a padlock and at least one "Deleted Member". Can ARF resist the urge and keep quiet this time? People should know their place and just shut up because Rapido is "special"? It's not going to eight pages. Don't be hysterical.
Maybe 12 pages, this time. Because ARF. |
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Post by jonklein611 on Nov 21, 2024 6:41:10 GMT -8
just curious, which email address have you been reaching out to? Jon, I wrote to the one on their contact page (trains@rapidotrains.com), and the one the Service department referred to: rapido3@rapidotrains.com To make double sure, I wrote from both my private and work addresses, in case one would be marked as sp*m. I know in the past they have had some email issues with their new system. I would try reaching out another time. They do have this on their contact us page: "Due to higher-than-normal order volumes and limited staff, shipping may take longer than usual. We are working hard to address the backlog and appreciate your patience. Please account for this delay when placing orders for Christmas." I do know they have a very small team, my guess is they are a bit buried with orders / service requests. Worst case you can always ping Jason directly. He's always been responsive when I've reached out with issues and questions. |
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Post by middledivision on Nov 21, 2024 8:21:21 GMT -8
Here again starts another 8-page bash-Rapido thread that will end with a padlock and at least one "Deleted Member". Can ARF resist the urge and keep quiet this time? It IS getting rather repetitive and even somewhat boring (except, of course, for the proud owner(s) of said equipment). We should likely just go with some shorthand acronym, Like LOL, etc. You do a detailed description of the problem. And then go with the acronym. DONE! Not 8 pages, not even one. BAM! (not an acronym) A candidate would be JARM. Just Another Rapido Mistake. Not exactly flashy or creative, but does convey the meaning. WDYT? Ed "Prepare for disappointment" works for me. |
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Post by soolinerr on Nov 21, 2024 9:04:46 GMT -8
JARM: Good and overdue
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Post by NS4122 on Nov 21, 2024 16:11:44 GMT -8
What are you expecting them to do about this?
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Post by ambluco on Nov 21, 2024 16:35:06 GMT -8
When Athearn did their Genesis LV GP38-2 in the wrong shade of red , they acknowledged it and set about making replacement shells. Scaletrains did the same for EL SD45s with bad gray.
It's been silence from Rapido. You could speculate that they are planning replacements but by not saying anything, some will sell their model or return it and then not have a chance at a new shell.
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Post by cpr4200 on Nov 21, 2024 17:52:06 GMT -8
I seem to remember that Rapido painted their B&O USRA boxcars the wrong shade and had new shells made. Can't think of any other times they've done that, but they did provide green dynamic brake hatches for the MEC RS11 models that came without them.
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Post by crblue on Nov 21, 2024 18:03:10 GMT -8
My local hobby store has a conrail gp38 I really want. I'm not getting it. Not #jarm
Meanwhile I'm waiting for them to get back to me about another issue. It's been months and counting. Maybe I'll call them tomorrow.
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Post by drolsen on Nov 21, 2024 19:26:52 GMT -8
I seem to remember that Rapido painted their B&O USRA boxcars the wrong shade and had new shells made. That’s correct. I bought the 6-pack of B&O cars, and they sent me a complete set of six replacement shells. Here's a comparison of the original shell (top) with the replacement (bottom) that I posted here back when I received them.  They told me to keep the original shells. Dave |
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Post by talltim on Nov 22, 2024 2:54:22 GMT -8
What are you expecting them to do about this? Really, even if they aren't going to do anything about it, they should reply saying that. |
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Post by sauconyard on Nov 22, 2024 5:19:55 GMT -8
After the ARHS "pink" LV RS-11's, I refuse to order anything from Rapido until its delivered. Taking the chance of missing out on an item or even having to pay slightly more later is worth it to me versus pre-paying for a model that is different than the artwork.
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wdw
New Member
Posts: 16
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Post by wdw on Nov 22, 2024 6:09:35 GMT -8
Jon, I wrote to the one on their contact page (trains@rapidotrains.com), and the one the Service department referred to: rapido3@rapidotrains.com To make double sure, I wrote from both my private and work addresses, in case one would be marked as sp*m. I know in the past they have had some email issues with their new system. I would try reaching out another time. They do have this on their contact us page: "Due to higher-than-normal order volumes and limited staff, shipping may take longer than usual. We are working hard to address the backlog and appreciate your patience. Please account for this delay when placing orders for Christmas." I do know they have a very small team, my guess is they are a bit buried with orders / service requests. Worst case you can always ping Jason directly. He's always been responsive when I've reached out with issues and questions. Jon, I never do F***Book, so no "pinging" for me. Over the course of almost six weeks (starting well before the onset of the Christmas shopping season), I wrote six, seven times to several addresses, without the slightest reaction... Rapido is taking the lack of respect for customers to a whole new level! I will not write again - I'm done them. |
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wdw
New Member
Posts: 16
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Post by wdw on Nov 22, 2024 6:11:34 GMT -8
What are you expecting them to do about this? Up to them to come up with something. I paid international shipping plus 29% taxes and duties on the purchase price AND shipping cost, so there is no way I will pay return shipping... |
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