Rapido Rocks!

[jbilbrey]

I just wanted to give a "shout-out" to Rapido and their customer service.  

In late October, my son acquired an HO Turbo Train.  The problem was just about all the parts to connect the cars together (diaphragms, single-axle trucks, guidance arms, etc.) as well as one of the noses were missing.  Anyway, I contacted Rapido [after making sure at least the power units ran], explained the situation (I got it second-hand while knowing the parts were missing), and asked if the parts were still available and if so were the prices shown in the instructions still current.  The customer service at Rapido insisted on sending the parts free-of-charge while apologizing that sending the parts would be delayed as they were in the middle of a move.  The parts came in the mail Wednesday, and I assembled and test-ran the full consist back and forth to see if it tracked properly.

It was refreshing to have a transaction with a company that still understood what customer service was and its value to customers.  After this positive experience, there is little doubt that I will try to get some of their NP 10000-series boxcars [judging from historical photos, a widely-seen boxcar even East of the Mississippi] as well as some of their other future products.

Thank you again, Rapido,

James Bilbrey
LaVergne, TN

[gmpullman]

YES! Jason and crew certainly stand behind their product! 

Last year I took delivery of a CP Park series dome-obs and found that a window was glued in crooked and the lettering on one side was crooked. I contacted them and got a quick reply saying that they would gladly replace the car. Dan Garcia of Rapido handled the replacement. When the new car arrived it was practically broken in half thanks to handling by the postal system. Dan apologized for the inconvenience and immediately sent a new Park car out to me and all was fine.

More recently, my pair of F-40PHs arrived with broken horns and, again, a quick email to Rapido brought replacement horns (which arrived today!) and they even tossed in a spare set.

I have to say here, too, that I also appreciate Jason's candor and the way he is open about the intricacies of the model manufacturing business and he "tells it like it is" when it comes to product development and fulfilling the wants and desires of the model consumer.
Regards, Ed

 

[Gary P]

Great customer service as noted above will always pay dividends in repeat business. Great job Jason and "crew". It's enlightening to read good stuff like this.