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Thread: Have a problem with a RUPES polisher or product?

  1. #1

    Have a problem with a RUPES polisher or product?

    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. Our offices in Longmont Colorado house 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 so that we can provide you the support this organization was created for.

    At the time this post was created we have 3 full time customer service representatives ready to assist with anything you need and a total staff of 16 people here in the US dedicated to all the various support roles for RUPES and expanding more all the time. If you have an issue with a product please use the contact information below so we can assist you. Our offices are open Monday thru Friday from 8am - 5pm MST :

    PHONE: (970)535-0100
    EMAIL: orders@rupesusa.com

    Additionally myself and Todd Helme (Todd@RUPES) are available via PM on AGO most days, however email or a call are generally the fastest way to resolution. RUPES does not contract with any 3rd party tool repair company for warranty purposes. If you have a warranty claim you must contact us directly for repairs under the warranty program

  2. #2
    Junior Member Marina's Avatar
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    Re: Have a problem with a RUPES polisher or product?

    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).

  3. #3
    Junior Member Marina's Avatar
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    Re: Have a problem with a RUPES polisher or product?

    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.

  4. #4
    Senior Member custmsprty's Avatar
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    Re: Have a problem with a RUPES polisher or product?

    See above post by Dylan, that would be a great place to start.
    Dylan@RUPES and WaxMaster1 like this.
    2013 Genesis Coupe 3.8 Track Edition
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  5. #5

    Re: Have a problem with a RUPES polisher or product?

    Marina - replied to your PM.
    Marina likes this.

  6. #6
    Senior Member medicscott's Avatar
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    Re: Have a problem with a RUPES polisher or product?

    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!
    Eldorado2k likes this.

  7. #7
    Junior Member Marina's Avatar
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    Re: Have a problem with a RUPES polisher or product?

    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.

  8. #8

    Re: Have a problem with a RUPES polisher or product?

    Quote Originally Posted by Marina View Post
    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 - 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 dylanv@rupesusa.com

    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!

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