Dear Bach-man,
A friend of mine has recently purchased a Bachmann Spectrum PRR K4 but when he got the model, results were not satisfying. The model arrived with some sort of defect with either the axles or the bearings, and as a result the drive wheels do not line up properly. He has tried calling the service department but has only got the recordings and no calls back. What should he do if he does not get a response back? Should he send in the model anyway and not call, or should he still call ahead of time before sending it in?
If you call between 8am and 4pm (EST) weekdays you should not have a problem speaking with a service representitive. Another suggestion would be to fill out an online service request and you will be contacted by the the service department:
http://www.bachmanntrains.com/home-usa/serviceform.php
You didn't say which number he was calling on.
I have found calling the direct number for Customer Service is much better.
The 800 number seems to get swamped.
Will