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Author Topic: On30 Gear Issues  (Read 17321 times)
the Bach-man
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« on: April 24, 2013, 11:42:42 PM »

Dear All,
As the On30 Community is well aware, several of our powered units have developed gear issues.
An "Open Letter" was published and sent to us. We recently sent the writers this response:

Dear On30 Community:

Thank you for bringing the gear quality concerns to our attention. We apologize for the problems you have been experiencing and are taking the following steps to resolve the issue:

1. We have set up a dedicated email address, On30support@bachmanntrains.com, where you can write to request free replacement gears or gear assemblies for the following five On30 models: Shay, Climax, Davenport 0-4-0, Railbus, and Rail Truck. These replacements will be shipped promptly, at no cost to you. We expect to have all the parts available June 1st. (Please do not write to us before then as the dedicated e-mail address will not be activated until June 1st.) You do not need to send us the defective gears or locomotive to request the replacement parts. Please note that these gears will be offered at no cost for a limited time only and we reserve the right to limit the quantity shipped to any one customer.

2. If you choose to send a locomotive that is no longer under the one-year warranty to Customer Service for replacement of broken gears, we will waive the repair fee. Again, this is a limited-time offer and we reserve the right to limit the amount of free On30 gear replacement service.

3. We are addressing this specific design issue beginning with our 2014 models. We will continue to strive to improve the quality of our products.

We have always prided ourselves on standing behind our products and we will continue to do so. Be assured that we are committed to earning your support for the future.

Sincerely,
Bachmann Trains


Have fun!
the Bach-man
« Last Edit: August 26, 2013, 03:44:56 PM by the Bach-man » Logged
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