Thanks to everyone who replied to my customer service post. The car with the upside down Union Pacific shield also had a missing step, and at this point I could have tried to fix the car( the shield was printed on an add on peice which could have been removed and repositioned and the step could formed out of brass wire, but hey, I didn't want to work on something that should have ready to use out of the box). That's why I contacted ExactRail to see what they would do. pepsiman.