ONLINE
STORE
"ASK THE BACH MAN"
FORUM
PARTS, SERVICE,
& INFORMATION
CATALOGS AND
BROCHURES

Welcome, Guest. Please login or register.
Did you miss your activation email?
August 15, 2018, 01:07:34 PM
Home Help Search Login Register
News: Check out the photo gallery link above or >click here< to see photos of recently announced products!
+  Bachmann Message Board
|-+  Discussion Boards
| |-+  General Discussion
| | |-+  Not a happy camper
« previous next »
Pages: [1] Print
Author Topic: Not a happy camper  (Read 559 times)
Luvadj

View Profile
« on: April 28, 2018, 12:18:31 PM »

I'm sorry to say, this is my first post and I came home to what I thought was a repaired Spectrum USRA light 2-10-2 yesterday but instead, after waiting over 2 months for it to come back to me, it was returned not fixed and in worse condition than I sent it in. The shop said that the model was discontinued and that parts were out of stock.


I've read other posts that say the repair department sometimes replaces older models with replacement locos however that option was not offered, nor was there any E-mail correspondence saying they were returning the loco without the needed repair.


The only reason I'm making this public is that I've heard many good comments about Bachmann service but I never saw any of it...who could I complain to?

I apologize to anyone I've offended. I felt I had to get this off of my chest. After being a diehard Bachmann fan for many years, I feel that service let me down.
Logged

Penn1974
Retired railroader


View Profile
« Reply #1 on: April 28, 2018, 03:35:12 PM »

Not sure of your circumstances but just to let you know when  I had to send a HO engine back for repair and there was an issue that they could not repair or replace it with the same item they offered me a similar item but not in the same road name and not the same type of engine. I was happy to get a engine back that has worked great for a year and I think it only cost $35 for the shipping. I think the time span was only about 2 weeks. Maybe you should call the service department and try to work out the problem.
Logged
ACY

View Profile
« Reply #2 on: April 28, 2018, 04:15:34 PM »

If your item is not under warranty then their policy is a bit different. It depends on if you were the original owner, if it is within one year of the date of purchase, if the locomotive was modified, if the locomotive is still in production etc.
Without knowing the exact details it is hard to speculate.
Did you pay the repair/servicing fee of $45? Without paying that your locomotive will not be serviced or replaced.
Logged
Luvadj

View Profile
« Reply #3 on: April 28, 2018, 08:07:15 PM »

Did you pay the repair/servicing fee of $45? Without paying that your locomotive will not be serviced or replaced.

I called them twice in a little over 2 months; first time they said it would take 6 to 8 weeks. When I called last week, they said they were getting to it....yesterday it was in my mailbox. I never had any correspondence from them the whole time and was never asked for CC information....an E-mail or call would have been appropriate I think in this instance.
Logged

the Bach-man
Administrator


View Profile
« Reply #4 on: April 28, 2018, 11:15:21 PM »

Please call Rich Whalen on Monday.
Thanks!
the Bach-man
Logged
Luvadj

View Profile
« Reply #5 on: April 30, 2018, 09:14:42 PM »

Thank you Mr. Bach-man!!..my faith in Bachmann service has been restored  Smiley

Mr. Whalan couldn't believe the miscommunications I had with service and offered me a replacement for all my troubles.
I should see it in 4 - 6 weeks, maybe sooner Wink As I said in my OP, I wasn't looking for anything but it was nice not to be "swept under the rug" through this whole thing. The speed by which they fixed things was very impressive.

Thank you again sir for your help.


Bob
« Last Edit: April 30, 2018, 09:18:15 PM by Luvadj » Logged

Trainman203

View Profile
« Reply #6 on: May 01, 2018, 07:45:35 AM »

With long discontinued models it might sometimes be better to locate an independent repair tech with parts and ability to repair.  Also, if you really like the discontinued model, it might be good to keep a spare around as backup or as an organ donor.
Logged

Modeling the New Iberia and Northern 1945
Pages: [1] Print 
« previous next »
Jump to:  
Powered by SMF | SMF © 2015, Simple Machines Valid XHTML 1.0! Valid CSS!