An example of customer care

[Puddington]

I receive the Rapido timetable updates on e-mail from time to time - nice service. Today, I received this e-mail....

Dear Rapido Customer,

In a scenario reminiscent of a Wile E. Coyote cartoon, our web and mail servers decided to bite the dust shortly after we sent out the latest Timetable.

We apologize for any trouble this has caused. The servers are being replaced this weekend and access to the images in Bill's Timetable as well as our web site will be intermittent for the next few days. Please note we also can't receive email. Oh joy.

Thanks for your patience as we calmly run around our office like headless chickens and tear our hair out in frustration.

Best regards,

Jason


Now; I don't know about you, but that's an example of good..no...great customer care... they communicate better than any other supplier of model railroading products I have ever seen.

A lesson that some others could take note of IMHO.

[lock4244]

Rapido is great. I picked up some replacement wheels and coupler pockets for my cars in person (I live in Toronto) and had a little chat with Dan Garcia. Very personable guy, gave me all the parts I asked for without looking for proof of purchase, answered a few questions and listened to my requests for an N scale EV van like the HO one they're doing and maybe a PSC van. He also graciously took my praise of their N scale passenger cars with great modesty.