Kato D51 (1-203) - Issues and Reviews

[kusojiji]

Don't wait too long. From Kato:

 

This is the mail order department of Hobby Center KATO.

Thank you for using our store.

 

Regarding your inquiry, there is no warranty for railway models.

We accept initial defects or repairs.

 

Initial defects are products that are reported within two weeks of receiving the product.

 

You will have to go through your retailer.

 

I'd start running the model soonest to see if it develops any issues.

 

Rapido has a funny way of saying things. From their J70 manual:

However, we can only replace your model while we have additional ones in stock. We promise to help you if you contact us within two years of us making it. After two years, all bets are off.

 

If models get sent to one of our old addresses, they might as well have been beamed into the mouth of a wormhole as we’ll never see them.

Edited Monday at 08:49 AM by kusojiji

[Kamome]

I would say the 2 week issue applies with regular models. For models riddled with numerous manufacturing issues, I hope they see fit to rectify the complaints. I was only just over the 2 weeks to contact them. 2 forum members had chamfered wheels so who knows how many others were affected. A machining issue is definitely an initial defect. They have the chassis sitting in their online store so things can be done. 

 

I still have the contact details for the CEO should the warranty department decide not to rectify the obvious manufacturing issues. We cant be the only ones to have issues. At this rate, they should probably issue a recall.

 

Very worst case the loco is usable but I am now aware of the wheel issue. The retailer may decide to deal with it on my behalf but who knows. I will certainly do my upmost to get a resolution and should they try to fob me off, I will definitely make my disapproval felt, especially as I have purchased so much Kato product over the years. 

Edited Monday at 12:51 PM by Kamome

[kusojiji]

Yep, hope they do the right thing. Recall, that'll be a first for me if they do that. It was a suck a$$ effort in the first place.

 

But for everyone who bought one, they should put some hours in and let the issues develop as soon as possible. Return period lapses and they are stuck.

 

Jungle site was telling me I was beyond the return date, which was based on the order date and not delivery. I  had to go on the chat and get some kind of representative to get the return going. It was a pain.

[Kamome]

9 hours ago, kusojiji said:

 

Yep, hope they do the right thing.

 

A number of Japanese Youtubers seem to have product that they’re quite happy with. The fact that multiple issues have occurred for us customers on a relatively small forum group (by comparison to Kato’s market) would suggest that problems are with a significant number of the production. 

 

How a company deals with its challenges is a fair better gauge of its competency than how it deals with its successes. I’m certainly not going to fade in to the background quietly and I will give those contacted some grace to decide what they’re going to do. Perhaps the number of affected models outnumbers the available parts to repair. For a large company with a good reputation, I’d be taking steps to identify what went wrong, how many models are a problem and factoring in either a recall or looking at where you could fit in production of parts and/or repair. If it’s a smallish number of models, even easier. 

 

The fact Kato made this models release so well publicised in Japan has done them no favours in this regard so better to take the bullet on this one and restore their customers faith. That was a lot of fanfare, D51 returning after 20 years, newly tooled etc.. We’ll see what they say. I sort of expect a generic response in the first instance. I have had this when dealing with Tomix on 2 separate occasions and on both times they came through like a great company shoild. The issues were far easier to resolve in this cases. (cosmetic parts)

[kusojiji]

Well, you may use my case as ammo if you need it. 🙂

[kusojiji]

I heard that kato has a facebook page. has anyone provided feedback there? Seems like it is more active, actually the only direct route for interaction.

[Kamome]

I have been going back and forth a little with the retailer but they have been pretty responsive. They were a bit apprehensive at first as they're a general store rather than a model or railway specific shop and it would be fair to say their returns department don't possess lots of model railway knowledge.  I didn't want to put too much pressure on them as the issue is from manufacture rather than their storage or shipping etc.. but they have been pretty helpful so far.  They have now heard back from Kato and have agreed to replace the item once they can get hold of stock. The subject of the detail parts added is still slightly contested but that was my error for not checking over the product fully so I will take the hit on a new parts set if absolutely necessary. Best case they will replace that too. Worst case I'll have to get another one if they can procure a replacement loco for me. Thankfully I didn't add the crew yet. Anyway you live and learn and once you get your fingers burnt, I have to now implement a new 20 point railway model quality check procedure before I continue doing anything to the model.

 

Translated by Google

We have confirmed with the manufacturer that this is a defect common in this item. 
 Please pack the items as near as possible to its original state in their original packaging while we request the marketing department to secure a replacement.

[kusojiji]

Which shop did you purchase from? Where in Kyushu are you at?  I hope you get a good replacement and that they have taken steps to remedy the issues.

 

20 point checklist? Can I see?