Have a problem with a RUPES polisher or product?

[ARTB155]

Almost past month and half and no one from Rupes answer about this "issue" nor here nor on few emails I sent to them.
Also they did not give an answer to distributor.
Great machines, great products but terrible customer service.
I was thinking upon opening USA market that customer service will be better but it is as terrible as before.

 

[rlmccarty2000]

Who did you buy them from? If you are not happy with the purchase return them to the seller for a refund and let the seller deal with Rupes. Rupes doesn’t have your money, the selller does.

 

[ARTB155]

Who did you buy them from? If you are not happy with the purchase return them to the seller for a refund and let the seller deal with Rupes. Rupes doesn’t have your money, the selller does.

It is not about money in the first place.
Seller is very respinsible one, I buy from him years ago, and he done all he can.
Only problem is that it is from abroad and return shipping cost is not worth to send them back to him.
He told that he will gladly send new ones to me, but main problem is that his stock pads are the same as ones I already have.
Once again, this is not anything against Rupes, no intention to offend them in any way but still if you have your own thread over Internet forums, throw your eyes from time to time.
If you have public visible email for customer support be so kind to answer to email.

 

[The Guz]

It is not about money in the first place.
Seller is very respinsible one, I buy from him years ago, and he done all he can.
Only problem is that it is from abroad and return shipping cost is not worth to send them back to him.
He told that he will gladly send new ones to me, but main problem is that his stock pads are the same as ones I already have.
Once again, this is not anything against Rupes, no intention to offend them in any way but still if you have your own thread over Internet forums, throw your eyes from time to time.
If you have public visible email for customer support be so kind to answer to email.

Dylan has mentioned many times that he is not active on the forum. Forget Todd on being active at all. They have full time responsibilities with their actual jobs at Rupes and I am sure checking the forum is the least of their worries. They are more reachable on social media. If you did not get a response it is possible that your email ended up in their junk folder. You could try calling the number as well.

 

[Methodical]

My Rupes 21 was DOA today and put me between a rock and hard place. Fortunately, I have 2 older Porter Cable machine (glad I did not sell them now) that fired right up, so I will be able to complete the job today, albeit with some shaky hands. Sad though as the PCs are older than my Rupes and was 1/4 the cost. I literally, maybe used the Rupes 4-6 times. Do we need to baby these machines and store them in warm places so they don't die on us. I will definitely turn my attention towards the Flex machine now. After today, I will definitely keep those PCs since they keep going and going and going.

Note: I am a DIYer and don't do this for business. Maybe the Rupes needs to be hammered daily to stay alive.

I've sent Dylan an email and will report back my experience with Rupes customer service. I will always give a company a chance to make it right as I now stuff happens.

 

[Methodical]

My Rupes 21 was DOA today and put me between a rock and hard place. Fortunately, I have 2 older Porter Cable machine (glad I did not sell them now) that fired right up, so I will be able to complete the job today, albeit with some shaky hands. Sad though as the PCs are older than my Rupes and was 1/4 the cost. I literally, maybe used the Rupes 4-6 times. Do we need to baby these machines and store them in warm places so they don't die on us. I will definitely turn my attention towards the Flex machine now. After today, I will definitely keep those PCs since they keep going and going and going.

Note: I am a DIYer and don't do this for business. Maybe the Rupes needs to be hammered daily to stay alive.

I've sent Dylan an email and will report back my experience with Rupes customer service. I will always give a company a chance to make it right as I now stuff happens.

Update: I am going to send the unit to Rupes to be fixed. I really like the machine and need it fixed, but still not happy that it quit with only very mild usage. I am still going to purchase the Makita DA though because after this I need a 2nd DA. All indications points to the electronic module as the culprit. The unit will start every now and then and then shut off, but once I do get it running, it modulates when at setting 4-6 for awhile and then stops and then makes a humming sound. After checking the price of the parts, it's far cheaper to just send to Rupes to be fixed under the flat rate repair program, plus you get other items replaced, inspected and it includes shipping both ways, which is a deal breaker.

 

[EvolutionDetail]

Looks like these machines have a high % of failures.
I was one of the very first to own a LHR15ES, I had used it handful of times. And it has been sitting inside the Rupes bag for probably 3 years without being turned on.

But i do recall there were times that the machine would not come on, and by repeatedly squeezing the trigger would get it to come on usually.

Pulled it out this weekend to prep for my first in many years of being retired, the darn machine just wouldn't come on at all!

Well aware i am way out of warranty, but seems like a lot of people experienced similar issue, geez this sounds like it could use a RECALL!

 

[rlmccarty2000]

Looks like these machines have a high % of failures.
I was one of the very first to own a LHR15ES, I had used it handful of times. And it has been sitting inside the Rupes bag for probably 3 years without being turned on.

But i do recall there were times that the machine would not come on, and by repeatedly squeezing the trigger would get it to come on usually.

Pulled it out this weekend to prep for my first in many years of being retired, the darn machine just wouldn't come on at all!

Well aware i am way out of warranty, but seems like a lot of people experienced similar issue, geez this sounds like it could use a RECALL!

How can you tell “these machines” have a high percentage of failures? Just by the posts here? Rupes machines are sold all over the world and no one starts a thread about “My Rupes 15 never breaks down”.

Sorry your polisher isn’t working. I hope you send it back to Rupes and it gets repaired and lasts you a lifetime.

For the record I’ve got 6 Rupes tools and 0 problems so far.

 

[Dr Oldz]

I have a 15 (mark 1) die on me this year. I had it since they came out in the US. I have abused that machine in the last 8 or so years and it owed me nothing. Had a ton of polishing hours on it.


I contacted Rupes and they offered to repair it for a flat rate of $85 (don’t quote me on that). Anyway got the machine back in 2 weeks and from the parts list, I think they replaced everything possible. Anyway for me the machine made money and lasted a good long time... and now for $85 I basically have a brand new machine. I can’t complain at all. Maybe try contacting them directly and the will help you out. Not sure if they do a flat rate for all machines but I think it’s a pretty good deal.... nothing last forever.

 

[Methodical]

Update: I am going to send the unit to Rupes to be fixed. I really like the machine and need it fixed, but still not happy that it quit with only very mild usage. I am still going to purchase the Makita DA though because after this I need a 2nd DA. All indications points to the electronic module as the culprit. The unit will start every now and then and then shut off, but once I do get it running, it modulates when at setting 4-6 for awhile and then stops and then makes a humming sound. After checking the price of the parts, it's far cheaper to just send to Rupes to be fixed under the flat rate repair program, plus you get other items replaced, inspected and it includes shipping both ways, which is a deal breaker.

Update: Rupes repaired my machine free of charge. I don't know why, but can only assume that once they saw it and realized that it was practically brand new with little use that they decided to fix it under warranty. I did not question them and happy to have my machine back working. They replaced the brushes, modules, cord and a few other smaller things. They even gave me a cool little Rupes Bigfoot key chain.

 

[dlc95]

Update: Rupes repaired my machine free of charge. I don't know why, but can only assume that once they say it and realized that it was practically brand new with little use that they decided to fix it under warranty. I did not question them and happy to have my machine back working. They replaced the brushes, modules, cord and a few other smaller things. They even gave me a cool little Rupes Bigfoot key chain.

Good to hear!

 

[rlmccarty2000]

Update: Rupes repaired my machine free of charge. I don't know why, but can only assume that once they saw it and realized that it was practically brand new with little use that they decided to fix it under warranty. I did not question them and happy to have my machine back working. They replaced the brushes, modules, cord and a few other smaller things. They even gave me a cool little Rupes Bigfoot key chain.

Again Rupes has excellent customer service! Thank you for the follow up.

 

[braga]

Hello, not a problem, but I'm not able to remove stains from Yellow foam pads, it is normal? I was using Keramik polish, cleaning with warm water and using Claw brush to remove residue.

 

[The Guz]

Hello, not a problem, but I'm not able to remove stains from Yellow foam pads, it is normal? I was using Keramik polish, cleaning with warm water and using Claw brush to remove residue.

It’s normal for the dye in the polish to stain the pads.

 

[braga]

The pad is ruined? Used it for a few days, I have five blue foam pads and this one looks not healthy, other 4 just lost roughness and they are softer comparing to a brand new pad. Is it normal? Was using Menzerna HC400, cleaning during polishing with Claw tool, maybe should I use "clean of the fly" method, with terrycloth.
BTW yellow pads looks and feels fine, just stains from keramik polish.
View attachment 66259

 

[dlc95]

The pad is ruined? Used it for a few days, I have five blue foam pads and this one looks not healthy, other 4 just lost roughness and they are softer comparing to a brand new pad. Is it normal? Was using Menzerna HC400, cleaning during polishing with Claw tool, maybe should I use "clean of the fly" method, with terrycloth.
BTW yellow pads looks and feels fine, just stains from keramik polish.
View attachment 66259

Nope, looks like normal wear.

I'll use the claw tool to knock off the product residue build up. Using a terry cloth towel would be really inefficient for those pads. It might hasten their wear, and you might end up with cloth fibers in the pad, and pad particles in the cloth.

The HCC 400 might be effecting the foam a bit on the previously used pads. I've done a few test spots with 400 on those blue pads, but it wasn't enough to see if it had an adverse reaction on the foam.

If you ever get a chance to try Zephir Gloss Coarse Compound It's well worth it. Cuts more, finishes similar, definitely compatible with the Rupes foams, and smells really good. It even works great with my Porter Cable and trusted green Buff and Shine pads. Just tried it last week, and was really impressed with It's ability to out cut.

 

[braga]

Nope, looks like normal wear.

I'll use the claw tool to knock off the product residue build up. Using a terry cloth towel would be really inefficient for those pads. It might hasten their wear, and you might end up with cloth fibers in the pad, and pad particles in the cloth.

The HCC 400 might be effecting the foam a bit on the previously used pads. I've done a few test spots with 400 on those blue pads, but it wasn't enough to see if it had an adverse reaction on the foam.

If you ever get a chance to try Zephir Gloss Coarse Compound It's well worth it. Cuts more, finishes similar, definitely compatible with the Rupes foams, and smells really good. It even works great with my Porter Cable and trusted green Buff and Shine pads. Just tried it last week, and was really impressed with It's ability to out cut.

Thank you a lot! I can't get Zephir Compound in 250ml, I have some Quarz Compound, will try it on the blue foam.
BTW, I'm in love with yellow foam pads, finishes really well, looks very durable to me.

 

[dlc95]

Thank you a lot! I can't get Zephir Compound in 250ml, I have some Quarz Compound, will try it on the blue foam.
BTW, I'm in love with yellow foam pads, finishes really well, looks very durable to me.

No problem.

Yeah give the Quarz a shot. It's very good at general defect removal with the green pad, and it finishes very well too. I haven't yet tried the Quarz with the blue foam, but it should boost the cut.

Quarz also works well in a "one step" scenario especially on the yellow pads.

The yellow foam is really versatile and effective.