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Kibri - problem with getting missing parts
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Offline Hobbit  
#1 Posted : 20 February 2008 10:14:38(UTC)
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Hobbit


Joined: 07/03/2006(UTC)
Posts: 232
Location: Australia
Some years ago I bought a Kibri model. The other day I started building it and discovered that a whole sprue of components is missing. On the instructions they have an address to contact if parts are missing.

I was going to write to them but I thought I should check if the address is still the same. On the Kibri website their address is indeed different, but they also had an email address so I decided to contact them by email.

This was about a month ago and I have not received acknowledgement or the missing parts. Before trying to contact them again, would it be possible is one of forum members who live in Germany could verify with Kibri which address one should use to get missing parts so that I can write another letter, as the email did not seem to work. Perhaps they could not read it as it was in English, though I doubt it.

Thank you in advance.

There is no place like The Shire...
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Offline TTRExpress  
#2 Posted : 21 February 2008 04:34:07(UTC)
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TTRExpress

United States   
Joined: 06/04/2006(UTC)
Posts: 655
Hello Hobbit,

You may want to try E-mailing Kibri at the address on their website. I know that Pola was bought out by Faller. I thought that Kibri was also being taken over, maybe I am mistaken?

For a manufacturer not to respond to a customer in over a month is poor service. Maybe Kibri does not make the model that you have any more thus does not have the "spare parts?" If Faller or Vollmer have similar kits you may want to contact them.
Regards (a Scot in Wisconsin),

Maurice [ETE, TTRCA, IG-TRIX Express, Maerklin-Insider & TRIX Profi-Club]
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Offline kbvrod  
#3 Posted : 21 February 2008 06:20:33(UTC)
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kbvrod

United States   
Joined: 23/08/2006(UTC)
Posts: 2,597
Location: Beverly, MA
Hello Mr Baggins!biggrin

Write to their current address.From the past,I was able to obtain any missing parts.It was always printed on the instruction sheet,and it was, always free. I did this with both Kibri,and Pola(pre-Faller)

Is <u>that</u> customer service?Smile

Dr Dirt
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Offline Rowan  
#4 Posted : 21 February 2008 08:22:41(UTC)
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Rowan


Joined: 09/04/2006(UTC)
Posts: 1,278
Location: Brisbane, Queensland

I would be surpised that they have not contacted you yet.

Try some more contact addresses via mail/email.Good luck Hobbit!

Smile
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Offline David Dewar  
#5 Posted : 21 February 2008 13:34:02(UTC)
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David Dewar

Scotland   
Joined: 01/02/2004(UTC)
Posts: 7,451
Location: Scotland
I think Kibri are having a few problems. I sent an email to then about a week ago and also have not had a reply. Also my dealer tried to get a kit for me but after three months was unable to find out if it would be supplied.

david
Take care I like Marklin and will defend the worlds greatest model rail manufacturer.
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Offline viragoLDR  
#6 Posted : 21 February 2008 14:03:07(UTC)
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viragoLDR


Joined: 12/01/2005(UTC)
Posts: 703
Location: ,
Same here, my father's been trying to get a few station platform kits from Kibri, he ordered them several months ago, and still no news.
- Martijn
(early planning : H0-scale Era I K.Bay.sts.b)
(active planning : N-scale mixed late Era Japanese)
(possibly something Z-scale as well ;))
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Offline perz  
#7 Posted : 22 February 2008 01:00:07(UTC)
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perz

Sweden   
Joined: 12/01/2002(UTC)
Posts: 2,578
Location: Sweden
Have you tried the contact form on their web site?

http://rire-modelle.de/n...ntact_id=4&Itemid=25
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Offline David Dewar  
#8 Posted : 22 February 2008 13:19:58(UTC)
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David Dewar

Scotland   
Joined: 01/02/2004(UTC)
Posts: 7,451
Location: Scotland
Tried that Perz. but no reply. I have this feeling the firm could be in trouble which considering the recent German economy is not really surprising.

David
Take care I like Marklin and will defend the worlds greatest model rail manufacturer.
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Offline Hobbit  
#9 Posted : 23 February 2008 14:58:51(UTC)
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Hobbit


Joined: 07/03/2006(UTC)
Posts: 232
Location: Australia
Thank you all for your suggestions, but like I said, I did email them through their website. The website looks different now and I can't find the one I used last time. Maybe they have changed it.

If I recall correctly the address was something like "info@kibri.de" but the new website does not say or show the actual address. I don't recall it having "rire-modelle" in the URL.

Maybe they prefer mail over email (like my experience with the German M Insider club). My dilemma is that the address in the instructions say: Kibri-Spielwarenfabrik HmbH Postfach 1540 D-7030 Böblingen, but address on the website is "Hörschweiler Straße 1, Schopfloch, Deutschland,72296. I guess the latter is correct but it would be nice to have this confirmed by anyone who knows for sure.

In the meantime I will email them one more.


There is no place like The Shire...
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Offline perz  
#10 Posted : 23 February 2008 23:32:16(UTC)
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perz

Sweden   
Joined: 12/01/2002(UTC)
Posts: 2,578
Location: Sweden
Quote:
[size=1" face="Verdana" id="quote]quote:Originally posted by Hobbit
<br />I don't recall it having "rire-modelle" in the URL.


If you walk through their web site, you will see that they have been acquired by RIRE Maschinen GmbH.
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Offline Hobbit  
#11 Posted : 25 February 2008 16:21:02(UTC)
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Hobbit


Joined: 07/03/2006(UTC)
Posts: 232
Location: Australia
Good news! This time they have acknowleged my email very quickly. I will keep you posted of any developments, but it sounds a lot more promising than the first time I tried to contact them.
There is no place like The Shire...
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Offline David Dewar  
#12 Posted : 25 February 2008 16:46:49(UTC)
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David Dewar

Scotland   
Joined: 01/02/2004(UTC)
Posts: 7,451
Location: Scotland
Same with me. Got a reply today from an email sent weeks ago.

David
Take care I like Marklin and will defend the worlds greatest model rail manufacturer.
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Offline pmgsr  
#13 Posted : 25 February 2008 17:47:17(UTC)
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pmgsr


Joined: 01/10/2004(UTC)
Posts: 200
Location: Lisbon, Lisbon
Quote:
[size=1" face="Verdana" id="quote]quote:[Same with me. Got a reply today from an email sent weeks ago.


Maybe holidays are over for someone on kibri biggrin
Pedro Rosa.
Linda-a-Velha / Lisbon, Portugal.
My Layout (Marklin, C-Track, Digital)
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Offline Hobbit  
#14 Posted : 04 March 2008 14:13:29(UTC)
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Hobbit


Joined: 07/03/2006(UTC)
Posts: 232
Location: Australia
Great news!
The parts arrived by airmail today. It only took 8 days.
Now that is excellent service!

I wish Marklin could use Kibri for their delivery of Insider material.
(Still waiting for 5/2007.)
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