A year ago, I bought a Roco SBB Dining car (74398) in the new livery. About a month later, I received some matching passenger coaches and decided to unbox the dining car to see how they looked together. It was then that I discovered that the model was damaged. I noted that some of the add-on parts on the roof had detached, which could easily be popped back into place, but more seriously, I noted that one buffer was loose and lying in the package.
Upon examination, it became evident that what used to be a minor issue was now much more complicated. The buffer part sticks onto a pin which is integrated into the coach body. The damage broke the pin and as a result, the buffer could not be reinserted or attached to the coach.
I immediately contacted the dealer, who requested a replacement part from Roco.
That was now over a year ago and I am still waiting.
I recently sent Roco an email asking about some parts for a different coach. I was looking for replacement door parts for older SBB EWII (44325). I was hoping that with the new production, I could get a set or two as spare parts, as a few of the coaches in my collection (used) have damaged parts. I received the reply:



"We stock the following spart parts for our coach models: Buffers, Bogies, Couplings and Coupling Shafts. Not available as spare parts are:
Roofs, Coach Bodies, Window Inserts, Interior Details, Car Loads, as well as mounted detail parts, which are not included in separate parts bags." (My translation)

In order to repair the dining car, I would need a complete new chassis for the model.

I have spoken to the dealer and raised the issue again and was told that they will address with their Roco Rep.
Over time, the model is now listed as Out of Production and I am getting very close to the point where I will demand a refund or credit and try to source a replacement elsewhere.

Has this happened to anybody else?

Regards

Mike C

Should be able to stick it back on if it is just the pin on the buffer that is broken. If damaged in transit a year a go I doubt you would get a refund but worth trying.

The buffer sticks on the a pin which is part of the coach chassis.

The problem was reported to the dealer right away. They replied that the part was ordered and provided a part number.
I am still waiting for them to deliver, but as I stated, my patience is running thin.

If the dealer balks at taking the item back or giving me a credit, they will lose my business, which is worth more than the $75 that the coach cost.

Regards

Mike C

I don't fully agree with you, if there is no damage on the outside parcel it doesn't mean that the article inside isn't damaged.
I've mentioned it several times to a friend of mine when he sends me locos to pack them close to each other, leave the ends open so the coupling doesn't get damaged and don't leave any room for the article to be able to move, I had locos received in 3 parts and bits broken off.
some of your explanation i can't follow: you've bought the carriage about a year ago, you've opened it recently and discovered the damage and in another reply you've mentioned you've contacted the dealer straight away. does this mean you've contacted the dealer straight away when you've received the carriage or notified him straight away when you've discovered the damage 12 month later. ???
anyway its always sad when items arrive damaged, similar something like this happened to me when I bought a BR 194 from Modellbahn Kramm, there was nothing wrong with the loco except the front part of the loco was different to back part of the loco including the loco number and the coupling, and I didn't find this out month later after taking it out of the box, contacted via email Modellbahn Kramm but never received a reply.

not related to this topic

some other damage occurs (my own fault) wth couplings on passenger carriages, when I apply electrical couplings some of them are very hard to fit into the shaft and the same thing happens when you remove them, unless you handle it with care and holding the shaft firm the shaft itself breaks off from the coupling assembly, Roco improved the coupling over the years by extending the width of the weakest point of the coupling just behind the shaft and I've manged with superglue and a 1mm copper wire (bent to suit the coupling) used a soldering iron to embed the wire and let the superglue set the 2 parts together., the result was incredible it strong as an ox.

John

It's disappointing when you receive something that's damaged, but I always weigh it up against the inconvenience of having to repack the item and send it off again, meaning another visit to the post office and the inevitable exchange of awkward emails.

Moreover I find that it can take months to get your item back repaired, or worse still you might never get it back.

Sometimes the easiest solution for my own sanity is to get the tube of glue out...

Edited by user 17 May 2019 18:48:17(UTC)  | Reason: Not specified

I too disagree with the idea that if something small is bent or broken, that it will go back unless replacement parts are provided. If that were the case 90% of my locos or rail cars would have to go back, and then you always have the chance that when, and if, it comes back it may be worse than the original shipment. I usually buy from MBL, Lokshop or eBay Germany. Aside from eBay the other 2 provide very well packaged shipments, but regardless the internal movement usually bends something or breaks a detailed part. I just reshape the items and get out the bottle of glue and accept this is the unfortunate reality of ordering online.

Peter