On July 4, I ordered two HO cars from ExactRail. One of them was a 2420 gondola painted for Union Pacific. They arrived on Saturday the 7th which was very quick I thought. When I opened the package though, the Union Pacific shield was upside down. I immediately e-mailed ExactRail to bring this problem to their attention. I received an e-mail the next day from Jamie Ericksen who asked for pictures. I sent them that same day (Sunday). On Monday, Jaimie sent me an e-mail instructing me to pack up the car and that FedEx would pick it up in a day or two. On week later I have a replacement car at no extra expense to me. I think your readers should know what real customers service is. pepsiman.
pepsiman - Welcome to trains.com! [C):-)]
And then 20 years from now you’ll see an upside-down-UP-herald gondola on “Antiques Road Show” and find out it’s worth thousands of dollars, like the old upside-down airplane postage stamps.
[:P]
It is always nice to know when “customer service” actually means “customer service” and NOT “customer NO service”!
I would have had a mild hissy fit though, at having to send pics…i’d have to get a camera and all that jazz. Isn’t my word that it is upside Down enough?
Thanks for sharing your story,
[8-|]
Pepsiman!
Welcome to the forums!
I think that I would have kept that car just to see if the visitors to your layout were paying attention[(-D].
Dave
Edit: It is good to hear that they took care of you properly!
I would have sent them pic’s, but I would have also kept the car as a conversation piece. Who knows, if you told them you were keeping it they may have sent you a new one anyway.
As far as being requested to send in the pic’s, I use to ask for pics from customers and co-workers in the field, just so we could get on with addressing the problem as quickly as possible. I never did not believe anything I was being told but a photo saves a whole lot of explaining or describing the issues at hand.
Brent[C):-)]
They wanted images to verify the claim and for use with their internal production control protocols. That would be an appropriate request. That they facilitated the remedy as quickly as they did indicates they are that much better! It’s nice to see good experiences reported! Cedarwoodron
What makes stamps and currency with mistakes so valuable is that they never make it into circulation. They are destroyed before that happens. Which is why is it so rare to see one.
In this case, how did the logo get on there incorrectly? Was the printing pad upside down, or did someone put the carbody in backwards?
Ha! You should have kept the car and ordered a replacement. In 20 years or so you could have been on Antique Road Show and had it judged to be worth $20,000.00. How about THAT! Doug
Doug,
It looks like you and Stix (see earlier post above) pretty much came to the exact same conclusion.
Tom