I recently purchased the Acela set. I have noticed on the powered car that the pins/shafts which hold the gears in the power truck itself work themselves loose from their associated holes in the truck sideframes. This causes the gear to fall in the truck and thus stoping the train from running. I have noticed the flat metal contact which transfers power from the wheel to the circuit board rides up based on the rotation of the wheel and thus allows the pins to work free. Is this an inherant problem or did I just get a bad one? Also, are the pins supposed to be friction fit into the truck sideframes to prevent working loose. Is there a remedy for my problem? Thanks.
Dear 051,
Give the service department a call. They'll replace your unit.
Have fun!
the Bach-man
I called the Service Dept yesterday and the lady acted like she had no idea what I was talking about. All it really needs is a new pair of trucks in my opinion.
I did change out the decoder already and the unit runs well when it does run. So if I could get some trucks if you had a name of someone specifically to call that would be appreciated. The unit like I said runs well and I do not want to give it up if the trucks will (and should) fix the problem. I'll even pay for them if you want me to. Thanks.
Dear 051,
Try again. Ask for Bridget Wallace, the Service manager.
I'll make a call as well.
Thanks!
the Bach-man
Message was left today. Will wait for a callback. Thanks.
Bridget Wallace is out until the first of the year. However, spoke with a gentleman in parts and he was of no help partswise. No parts available to repair the loco so I guess I'm SOL. Anymore help you can suggest? The guy mentioned the shafts are to be press fit and should not come out of the truck tower. Mine (which was new) has this problem from the get go. So any help would be appreciated. Thanks.
Dear 051,
I'll see what can be done. The offices are closed until Wednesday, but we'll see what we can do then.
Merry Christmas!
the Bach-man
Bach-man - thanks for the response. Hope you have a good holiday also.
Bach-Man,
Have you been able to get in touch with anyone? Tried calling the past 2 days and have left messages without a return phone call (understand it is the holidays). Both of my Acela power cars are under warranty (have the reciept) so a truck swap would remedy the situation if that can be worked out. Thanks again.
Jeff
Bach-man - anything??
Hi, Jeff-
Hopefully everyone will be in and up to speed on Wednesday.
Happy New Year!
the Bach-man
Two more days of no return phone calls nor anyone even willing to pick up the phone at Bachmann. Very poor.
As of today I have mailed my 2 Acela power cars back for repair. However I would also like to talk with someone about them. Neither Bridget nor Laura will return phone calls. Heck I can't even get someone in parts (n & HO or G), customer service, nor the operator at option '0' to even pick up a phone. I have tried at many different hours of the day each time I have called. Once again a very poor experience so far.
Package was delivered today. Again tried getting in touch with both Laura and Bridget today with no success. However, I did speak with a gentleman in the Parts Department. Explained what the situation was and his response/fix for me was to "epoxy everything in place". Doesn't sound like an actual fix to me but more a band-aid for a bad design. I almost sorry I sent the 2 cars in for repair especially if they have someone like that working on things there.
Bach-man - how come no-one likes to pick up the phone or return phone calls???
I have had very similar experience with Bachmann on two locomotives I sent in for warranty repairs back in November. I sent a note to customer service on December 11 requesting the status and received a prompt reply from Laura in customer service stating my items were repaired December 5 and were on their way back to me....ok great.
Well it is now 3 weeks later and no word,returned calls nor returned emails or service requests from the numerous ones I sent...hmmm
Being new to this hobby and having spent many $$ for equipment,etc.....kinda leaves me wondering if I should continue purchasing Bachmann products .
Well, "Bach-man" can you help us out. Seems like I'm not the only one having a problem here.
I finally got Laura Harris on the phone today after many calls and some help from Jenny in parts. Anyways, they have supposedly received some newly designed power trucks from China for this unit and believe that they can fix the 2 I have. I also received an email from them with my Repair Order number and attached PDF sheet. WE may be getting somewhere.
Well I had some luck today also ....Received a call from Laura stating they mailed out my repaired loco's but that they were returned to Bachmann as the address was wrong . After hearing her voicemail requesting my correct address by email, I made a call to make sure ... Left a voice message and shortly after received a call from a woman in shipping saying they had the right city but wrong state ... Nebraska ( NE ) instead of New York (NY).... Let's see if they make it to NY this time !
Loco's made it to NY this time and work fine .... They even swapped out the old F7 that I sent in for repairs with the newer Spectrum series F7.
in response to poor service,you must in all fairness remember that the xmas season is bachmann's busy time off year, i sent my loco in for repair &or replacement in mid nov &got it back dec 20/12. in my 3 times of using their service and now a 4th time as i am resonding to this post i cannot say enough good things about laura and all the service tec's etc.as i am an older person &per haps a little patience GRASSHOPPER goes a long ways. i am sure the end result will be pleasing.bachmann has come a long way in regards to mfg process and standards demanded by todays modellers, are they there yet,i think they are getting very close, even to kato and i model n scale. these are just my observations based on my dealings with bachmann and no way represent an endorsement for them in any way.just a satisfied customer.
regards&later KEWATIN :D
Here's is an update on this topic. My 2 Acela power cars are still at Bachmann. After several calls (an unreturned also) I kept getting the same response "we're going to get to it this week". After several of these pee poor answers I contacted Sonny (extension 226). Things beging to move when you get the Plant Manager to walk over and ask what is going on. Laura actually called me within 15 minutes of my discussion with Sonny. It is extremely poor that after almost 2 months on them having the locos it took that kind of phone call to get someone off of their dead butt and do something. I guess well see when I get them back if they were actually fixed. Supposedly they have received some new parts from China for these locos.