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Dylan@RUPES

Dylan@RUPES

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Since it seems to continue to be a point of confusion for people here on AGO I am creating this thread in the hopes people will seek it out when there are issues.


In March of 2015 RUPES SpA of Milan, Italy acquired Cyclo Toolmakers of Longmont, Colorado. The result was the formation of a wholly owned subsidiary to be known as RUPES USA, Inc. This operation serves as the entire sales, service, marketing, distribution, repair and even some manufacturing for RUPES in North America. In January of 2018 our offices in Longmont, Colorado were relocated to a new, state-of-the-art facility in Louisville, Colorado (just about 30 minutes north of Denver). This location houses a full staff of customer service, marketing, sales, training, and manufacturing team members here to provide support for our customers.

If you ever experience an issue with a RUPES product please contact us directly so that we can provide you the support that our customers have come to expect from RUPES. Our team members are not active daily on this forum so if you have a concern, need assistance, or have questions please see the information below. While we do check in from time to time here at AGO, it isn’t daily and we may not see posts or PM’s sent to representative here.


The information below pertains to customers in the USA and Canada. For any information or support outside of North America please visit the global site www.rupes.com


Our US headquarters is open Monday thru Friday from 8am – 4pm MST (excluding holidays)

Phone: 970-535-0100 or Toll Free 877-224-5750
General Email: [email protected]
Online: www.rupesusa.com



Need a repair? Warranty and non-warranty repairs are handled for North American customers at our Colorado facility. RUPES USA provides prepaid return labels for all repairs within the continental USA – simply fill out the form at www.rupesusa.com/repairs

At that link you can find information on our warranty coverage as well as our flat rate repair program that covers most common repairs, even for tools outside of warranty, and includes shipping for one low price!

Want to do the repair yourself? RUPES USA offers OEM parts for purchase if you have a simple repair or are capable of doing the work yourself. Visit www.rupesusa.com/parts-suppport

Need technical assistance or have a general question? Visit www.rupesusa.com/faq for a library of technical bulletins, tips, tricks, and training resources to answer commonly asked questions.

If you can’t find your answer there please visit www.rupesusa.com/contact-us and submit your question. Our customer service team will route your inquiry to the correct department for assistance.


Connect with RUPES USA:

Facebook.com/rupesusa
Instagram @rupesusa
 
So, I just got a Rupes 21 Mark II. I used it for 5 minutes with a nanoskin fine clay pad, turned it off for a couple minutes to add more lubrication to a spot, and when I tried to use it again it wouldn't turn on.

Next day it turns on again, but I'm not sure if it's working properly. With the polisher in the air, I turn it on, and it sounds as though it initially accelerates to a higher speed than it levels off at, and then it continues to work at that slightly lower speed. So, it accelerates but then slows down a bit and stays there. This happens at all speeds (1-6). Is this normal, and how it should start, and I just haven't payed enough attention the very first time I turned it on to hear it slowing down?

I just don't want to set up everything to work on the car only to have it stop working on me again or not work properly.

Also, at what speeds should I use the nanoskin claying pads? (I was using it at 2.5-3).
 
Also, out of the box the machine had some washed out spots of white residue on the plastic, meaning it didn't have a flawless, shiny black plastic look that I would expect a new machine to have. Of course it's not thAt important, and my husband laughed at my disappointment reminding me that it's not a kitchen aid mixer to be shiny, but still... it's always nice for new toys to actually look new and flawless, if only for the first couple of moments out of the box.
 
See above post by Dylan, that would be a great place to start.
 
Had an issue with my 2" iBrid backing plate. 1 email to Erin at Rupes customer service and my issue was immediately resolved. 2 days later not only did my backing plate arrrive, but she also sent me one of each size! Aaaaand, 2 sleeves of polishing pads, both 1" and 2". NOW THATS CUSTOMER SERVICE!
 
The cosmetic issue on my Rupes couldn't be resolved since I already used it for those first 5 minutes that it was working :(. Hopefully, it at least won't have any future problems now that it's turning back on again. Hoping to use it this weekend.
 
Marina said:
The cosmetic issue on my Rupes couldn't be resolved since I already used it for those first 5 minutes that it was working :(. Hopefully, it at least won't have any future problems now that it's turning back on again. Hoping to use it this weekend.
Click to expand...

Marina - its covered by a 1 year warranty against manufactures defects regardless of how much use, however a cosmetic issue (you said smudges on the body in your first message) without documentation of it is hard to do much with. If you have pictures of it please feel free to PM them to me or email them to me [email protected]

As this thread is intended as a general announcement lets try not to clutter it up with individual/specific issues that could be resolved elsewhere. Thanks!
 
I purchased a Rupes LHR15ES a little over a year ago used it for one paint correction and stored it in my garage cabinet, only to find that it would not work today for the 2nd use i was going to use it for, no start no anything on several different plugs, for 300$ i am pretty disappointed, considering i had a shitty Dewalt rotary and porter cable that lasted for years and years with ultra abuse
 
Hi Todd & Dylan
I’m have a Rupes mark II 15mm with 125mm backing Plate. But I want to change 150mm backing plate use for 3M trizact P3000 -P5000. It ok?


Sent from my iPhone using AGOnline
 
As we can see neither Dylan nor Todd responds to customer posts any longer. I personally PMed Dylan from 2016+ on a Duetto that had more issues than a magazine publisher. I found "Todd" today and thought I had a new contact but his inbox "is full and will not accept messages." My guess is neither work for Rupes any longer but who knows. My Duetto has gotten so bad it literally burned my hand after only a few panels of correction. It's been bad since a few months after purchase from AG but the only reply I ever received was "send it in and it will cost about $100 to go through it", which I thought was poor support for a machine just a year old and used maybe 4 times. It was just stalling and overheating at the time but this weekend finally began it's trip into final death, making some quite disturbing growls as it went into the afterlife. I did help it along by throwing it as far as I could after it burnt me. Anger issues I guess but years of frustration with Rupes and their expensive turds. For the record I've owned an le15 in both Mark I and Mark II editions. One stalled constantly and the more powerful one melted pads like no one's business.

Rupes just doesn't seem to value customer service nor long time repeat customers. I'm done giving their products a second/third chance.
 
That sucks. Have you tried a new extension cord? When I switched to 12ga cord all of my polishers ran cooler.
 
coolcobramatt said:
As we can see neither Dylan nor Todd responds to customer posts any longer. I personally PMed Dylan from 2016+ on a Duetto that had more issues than a magazine publisher. I found "Todd" today and thought I had a new contact but his inbox "is full and will not accept messages." My guess is neither work for Rupes any longer but who knows. My Duetto has gotten so bad it literally burned my hand after only a few panels of correction. It's been bad since a few months after purchase from AG but the only reply I ever received was "send it in and it will cost about $100 to go through it", which I thought was poor support for a machine just a year old and used maybe 4 times. It was just stalling and overheating at the time but this weekend finally began it's trip into final death, making some quite disturbing growls as it went into the afterlife. I did help it along by throwing it as far as I could after it burnt me. Anger issues I guess but years of frustration with Rupes and their expensive turds. For the record I've owned an le15 in both Mark I and Mark II editions. One stalled constantly and the more powerful one melted pads like no one's business.

Rupes just doesn't seem to value customer service nor long time repeat customers. I'm done giving their products a second/third chance.
Click to expand...

I don’t have pad melting issues on any of my MKII’s, however loaned my 15 MKII to a pal who destroyed pads. I immediately went over and asked him to demonstrate his technique and he was using the 15 like he did his rotary,wide open with heavy pressure. Almost every pad melting issue I have encountered has been user error. My MKII’s are all pretty light on pads compared to my rotary’s.
 
Ronin47 said:
I don’t have pad melting issues on any of my MKII’s, however loaned my 15 MKII to a pal who destroyed pads. I immediately went over and asked him to demonstrate his technique and he was using the 15 like he did his rotary,wide open with heavy pressure. Almost every pad melting issue I have encountered has been user error. My MKII’s are all pretty light on pads compared to my rotary’s.
Click to expand...

You hit the nail on the head. I was thinking the same thing.
 
+1 Ronin47

Have you ever used any other polisher before?
If the Duetto is stalling, the LE15 stalled and the MarkII 15 melted pads. It sounds like you are using way too much downward pressure.
 
coolcobramatt said:
As we can see neither Dylan nor Todd responds to customer posts any longer. I personally PMed Dylan from 2016+ on a Duetto that had more issues than a magazine publisher. I found "Todd" today and thought I had a new contact but his inbox "is full and will not accept messages." My guess is neither work for Rupes any longer but who knows. My Duetto has gotten so bad it literally burned my hand after only a few panels of correction. It's been bad since a few months after purchase from AG but the only reply I ever received was "send it in and it will cost about $100 to go through it", which I thought was poor support for a machine just a year old and used maybe 4 times. It was just stalling and overheating at the time but this weekend finally began it's trip into final death, making some quite disturbing growls as it went into the afterlife. I did help it along by throwing it as far as I could after it burnt me. Anger issues I guess but years of frustration with Rupes and their expensive turds. For the record I've owned an le15 in both Mark I and Mark II editions. One stalled constantly and the more powerful one melted pads like no one's business.

Rupes just doesn't seem to value customer service nor long time repeat customers. I'm done giving their products a second/third chance.
Click to expand...

They still work for Rupes. They are both active on social media and I know a lot of folks don't see that as an option. Given what their jobs entail and the traveling they do I can see why they don't have time to be on the forums.

Dylan provided an email in the first post as well. Did you try contacting them through that email or the phone number? You may not get one of them but it's worth a try.

PHONE: (970)535-0100
EMAIL: [email protected]

I contacted Dylan before with a backing plate issue for my nano and he replied right away.
 
coolcobramatt said:
As we can see neither Dylan nor Todd responds to customer posts any longer. I personally PMed Dylan from 2016+ on a Duetto that had more issues than a magazine publisher. I found "Todd" today and thought I had a new contact but his inbox "is full and will not accept messages." My guess is neither work for Rupes any longer but who knows. My Duetto has gotten so bad it literally burned my hand after only a few panels of correction. It's been bad since a few months after purchase from AG but the only reply I ever received was "send it in and it will cost about $100 to go through it", which I thought was poor support for a machine just a year old and used maybe 4 times. It was just stalling and overheating at the time but this weekend finally began it's trip into final death, making some quite disturbing growls as it went into the afterlife. I did help it along by throwing it as far as I could after it burnt me. Anger issues I guess but years of frustration with Rupes and their expensive turds. For the record I've owned an le15 in both Mark I and Mark II editions. One stalled constantly and the more powerful one melted pads like no one's business.

Rupes just doesn't seem to value customer service nor long time repeat customers. I'm done giving their products a second/third chance.
Click to expand...

I'm curious, was that machine real,y loud from the beginning. I used mine for about 10 minutes and even being literally half deaf I couldn't stand the noise. Sent it in under warranty and they replaced the gears or gear box, I don't remember exactly what they called it. Sent it back to me and the first run for a few seconds holding it in the air was ok, after about 5 minutes use it was back to screaming. I'm sure bring a bearing issue if I would have kept running it heat would have been an issue. Emailed them again in early April and got a response that my email would be forwarded to the proper department, never heard anything back. I guess I'll try the email address posted on here. If they won't do anything I guess I did get about 15 minutes service out if it...
 
Guys I’m not trying to create havoc but I am also not making anything up. I have owned several Rupes as well as Flex, Porter Cable etc and have a decent knowledge of the technique. I was weaned on Mike’s good old 7424 video many years ago and stick with what he teaches. I’ve got a bad back and arthritis in my right wrist so believe me, too much pressure is not the issue. I’ve had it stall on flat hoods and at I never run any polisher over 5.

My point was (and is) the lack of customer service is not limited to me. This is painfully true bu seeing two separate posts from Feb with no response. Someone mentioned maybe they have no time for forums. Well if I am a rep and was passed down these forums, damn straight that’s part of my job. If I have invited people publicly to message me and I don’t reply or my inbox is full, that’s on me. No excuses sorry.

I’m frustrated and it should show. It shouldn’t have to come to this in the first place but when you try since 2016 sometimes the cage needs rattled. Click dislike if that’s deemed necessary but the truth sometimes sucks.
 
coolcobramatt said:
Guys I’m not trying to create havoc but I am also not making anything up. I have owned several Rupes as well as Flex, Porter Cable etc and have a decent knowledge of the technique. I was weaned on Mike’s good old 7424 video many years ago and stick with what he teaches. I’ve got a bad back and arthritis in my right wrist so believe me, too much pressure is not the issue. I’ve had it stall on flat hoods and at I never run any polisher over 5.

My point was (and is) the lack of customer service is not limited to me. This is painfully true bu seeing two separate posts from Feb with no response. Someone mentioned maybe they have no time for forums. Well if I am a rep and was passed down these forums, damn straight that’s part of my job. If I have invited people publicly to message me and I don’t reply or my inbox is full, that’s on me. No excuses sorry.

I’m frustrated and it should show. It shouldn’t have to come to this in the first place but when you try since 2016 sometimes the cage needs rattled. Click dislike if that’s deemed necessary but the truth sometimes sucks.
Click to expand...

I'd be frustrated as well. I had a simple question about a Griot's product I bought, and I received two emails the very next day from two different reps.
 
What happened when you called the phone number that they gave? For the record I have had good customer support from Rupes. I told them I had a problem with some pads delaminating and they sent me a new box of pads without any hassle.

As far as melting pads I feel that is a matter of technique, not a machine problem. Everyone wants more power so Rupes comes out with the MKII. Run that machine on 6 and it will melt pads. I assume a Griots would do the same since they are basically the same machine.
 
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