Wow...how disappointing is that? What a bummer. I would suggest you contact Hobby Search as I have heard they have good Support. If that doesn't work, maybe you could contact Geris and see who he dealt with when he received not one but two bad Oigawa Thomas's. He may have contacted Plarail but I am not sure. He talks all about it in a video or 2. I also believe he discussed this in the Forums somewhere. Since he pre-ordered it he may have talked with Hobby Search. They sent him a replacement for the first one and that was bad too and they sent a third one which worked fine and he got to keep them all so he ended up with 6 of those brown coaches.
https://www.youtube.com/watch?v=3vuusyH4b6g
https://www.youtube.com/watch?v=JxQLidgAlg0
https://www.youtube.com/watch?v=3vuusyH4b6g
https://www.youtube.com/watch?v=JxQLidgAlg0
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