How long does it usually take the Bachmann Shop to do a waranty repair? I sent my Class J #603 to them, and according to tracking info, they've had it since Jan 29th. I was just wondering if I should expect it back this year or next?\Thanx
Jonathan
This year. They can be slow and this is their busy time of the year with all the Christmas mistakes showing up. It's actually only been abou three weeks. If you really need to, callthem on the commercial, not the 800 number.
Gene
Jonathan,
If you look in General Discussion and in Large for a topic "Question from a New Guy" by Tfowen, there are several responses to essentially the same question you asked.
Hope this helps.
Eric Root
Jan 29th- BOY are you new to Bachmann !!!
LAST YEAR THEY REPLACED MY ENGINE-
I waited 6 months and got it in July !
Be prepared to wait- their service stinks
but they have a good warranty.
Tom11:
I have to say something after reading your posts, nearly everyone negative in some manner regarding Bachmann service. Let me begin with and assure you that I do not work for Bachmann, nor have any connection with them except as a consumer of their products. I have purchased over 40 locomotives and hundreds of pieces of rolling stock during the last 4 years from Bachmann: Diesels, Steamers and Thomas products. Needless to say there have been a few bumps and bruises throughout that time so I have returned engines for warranty replacement, repair and the like in 2 scales HO and N. I have also sent many queries via e-mail regarding parts, had several phone conversations with the service department (via the 800 number at work even!) including the former manager, the current manager Bridget, her assistant Ginny and two of the techs including Vitaliy, and received calls from them as well. Additionally, every e-mail I have submitted was answered, normally within a day or two. I have never had an experience like you describe. The longest turn around time I have ever had was 6 weeks which was at the height of the repair season slightly after Christmas in 2004. In every single instance their service department has done right by me. I have a couple of stories that I won’t tell in which the service department personnel went above and beyond â€" mainly because I am sure the folks at the corporate office would cringe! Anyway I can only hope that your future experiences will parallel mine â€"
Best regards,
Cary
CARY-
2 weeks ago ,
I called the national sales office. Got the automated telephone system - dialed 1 for service - got nothing but a telephone ringing for a minute- dialed the operator- asked to speak to Bridget- left message on her machine- to date , 2 weeks later - no return call from Brdiget.
Enquired right after via the e-mail system as to the status of the repair of my engine sent to BACHMANN IN December- to date - no response.
THEN I CALLED THE 800 NUMBER FOR SERVICE - LEFT MESSAGE ON ANSWERING MACHINE- TO DATE NO RESPONSE.
Is there another Bachmann company - you are talking about??
Possibly there is a list of folks who buy 40 engines and hundreds of pieces of rolling stock, and they get quick responses?
Maybe another of folks who complain on-line and they never get a response?
Who knows.
Quote from: tom11 on February 18, 2007, 09:14:25 PM
CARY-
2 weeks ago ,
I called the national sales office. Got the automated telephone system - dialed 1 for service - got nothing but a telephone ringing for a minute- dialed the operator- asked to speak to Bridget- left message on her machine- to date , 2 weeks later - no return call from Brdiget.
Enquired right after via the e-mail system as to the status of the repair of my engine sent to BACHMANN IN December- to date - no response.
THEN I CALLED THE 800 NUMBER FOR SERVICE - LEFT MESSAGE ON ANSWERING MACHINE- TO DATE NO RESPONSE.
Is there another Bachmann company - you are talking about??
Patience is a virtue.
I sent my 4-8-2 in and it came back 3 months later, and it worked like a charm.
Thank you all for the input. I too have had haphazzard replies to emails and such, but of the 19 Bachmann powered locomotives I own, this was the only problem I have had, so I have have never had to deal with their service department. I was just wondering how long it would take. If there are people out there still waiting for something they sent in December,, then I know mine will be behind there's. Maybe they'll hire some more tech's.
Jonathan
Dear Jonathan,
Call the 215 number on Tuesday and ask for our service manager. She will give you an estimate on your repair time.
Have fun!
the Bach-man
I finally got a holf of Bridget.
I still have another 6 to 8 weeks to wait.
Oh well.
Such as life.
Thank you all for the input.
Jonathan
Quote from: tom11 on February 18, 2007, 06:34:49 PM
Jan 29th- BOY are you new to Bachmann !!!
LAST YEAR THEY REPLACED MY ENGINE-
I waited 6 months and got it in July !
Be prepared to wait- their service stinks
but they have a good warranty.
Jonathan--
Looks like Tom11 was right on again!!!
Quote from: cary on February 18, 2007, 08:26:57 PM
The longest turn around time I have ever had was 6 weeks which was at the height of the repair season slightly after Christmas in 2004.
According to Murfling
His engine has been in repair since Jan 29- It is now MARCH 1-
WE NOW ADD 8 WEEKS and the Bachmann turnaround is......... 3 months
Cary- I guess your comment about my posts was in error and I accept your apology.
I returned my On30 shay for repair on January 13, 2007. I did not get a reply from them until February 22, six weeks later. At that time, they said there was at least a six week backlog, which will add up to at least 12 weeks before I get anything back, if all goes well.
Cheers, Ken
Quote from: tom11 on March 01, 2007, 09:48:44 AM
Quote from: cary on February 18, 2007, 08:26:57 PM
The longest turn around time I have ever had was 6 weeks which was at the height of the repair season slightly after Christmas in 2004.
According to Murfling
His engine has been in repair since Jan 29- It is now MARCH 1-
WE NOW ADD 8 WEEKS and the Bachmann turnaround is......... 3 months
Cary- I guess your comment about my posts was in error and I accept your apology.
You have no apolgy to accept - My comments about your posts still stand, they are all negative, what I am sorry for is that you have had such poor luck or bad experince with customer service - I guess that I am just the lucky one because every time I have sent anything to Bachmann (I send them UPS directly to one of the customer service reps, so annotated on the package) I have received my repaired or replacement item in less than a month...
Regards,
cary :)
bridgette is a sweetheart
too bad bachmann can't hire a couple dozen more bridgetts
WE NOW ADD 8 WEEKS and the Bachmann turnaround is......... 3 months
Cary- I guess your comment about my posts was in error and I accept your apology.
[/quote]
(I send them UPS directly to one of the customer service reps, so annotated on the package) I have received my repaired or replacement item in less than a month...
Regards,
cary :)
[/quote]
Cary- I have never seem a person more wrong than you!
First- you don't call the repair number you are supposed to use
Second- you send your repair directly to a service person and get special treatment
This is not the procedure printed by Bachmann to follow
Tom11 IS CORRECT IN STATING THE SYSTEM IS NOT WORKING.
You fail to recognize the obvious !!!
Quote from: terry on March 02, 2007, 07:19:06 AM
WE NOW ADD 8 WEEKS and the Bachmann turnaround is......... 3 months
Cary- I guess your comment about my posts was in error and I accept your apology.
(I send them UPS directly to one of the customer service reps, so annotated on the package) I have received my repaired or replacement item in less than a month...
Regards,
cary :)
[/quote]
Cary- I have never seem a person more wrong than you!
First- you don't call the repair number you are supposed to use
Second- you send your repair directly to a service person and get special treatment
This is not the procedure printed by Bachmann to follow
Tom11 IS CORRECT IN STATING THE SYSTEM IS NOT WORKING.
You fail to recognize the obvious !!!
[/quote]
Terry - my bad - I guess I should stop doing this as it may make everyone else feel poorly! ;)
If you are interested I could tell you a couple of stories about how the service department went "above and beyond," the things I alluded to that would probably make the "front office cringe" - All thanks to Regina (Bridgett's predecessor), Bridgett, her assistant Ginny and the rest of the folks up there!
As I live in Maryland, the UPS is an overnight affair - drop off in the local office before 6PM and it is signed for at the receiving dock by about 1:30 or 2:00 PM the next day - the name on the outside of the package gets it sent right to their receiving puka (cubby, box, whatever) - processed, sent to shipping and in the mail normally within 1-2 weeks... the amazing thing is his applies to both HO and N-scale - you just have to call first and establish a relationship with the tech or service rep you are dealing with and you're on your way!
Of course this is the post-Christmas time and things are bound to get a little messed up â€"
I do feel for those folks that have had to wait months, I really do and sincerely hope their situations improve.
best regards,
cary