I have two three truck shays which experienced truck problems last December. One I received as a Christmas gift, It ran on my test track fine but when coupled to a string of three Bachmann silver series log cars, it remained stationary. I am trying to repair or replace all three trucks on both engines as the bevel gears appeared to have come unglued as they slide on the drive shaft.
I was wondering if Bachmann has parts to repair these finely detailed engines as I have tried since December to work with the customer service staff, each time giving me a different answer about the availability of parts. The last time I contacted customer service they stated the Middle truck is out of stock, and then one appeared in my mail. So I currently need to replace all three trucks on one engine and a front and rear on the second. Both are under a year old, purchased in August and December of 2008.
The last time I contacted customer service they indicated a recent run on people requesting shay trucks, and a short supply of parts. Is there any plan to redesign the shay trucks or improve the glue used to hold bevel gears in place? I am posting this message as a last attempt to repair these two shays as it has been four months since they required repair and after numerous calls to Bachmann I have been unable to gain insight on how to repair these two shays which were to be the centerpiece of my logging railroad, and currently remain idle on a display shelf.
Thanks,
Richard
Dear Richard,
The best person to speak with is Bridget, our service manager. She'll have the best information.
Thanks!
the Bach-man
Bridget said to ask the Bach-man as she did not have any advice for me at this time. I have talked with her on several occasions regarding this matter.
"The best person to speak with is Bridget, our service manager. She'll have the best information.
Thanks!
the Bach-man"
Dear Richard,
let me see if I can work this out tomorrow.
Thanks!
the Bach-man
Where you able to find out anything today?
Judging from other posts, I am not alone with 3 truck Shay drive line difficulties. The web is full of such reports.
I hope to resolve this issue as my wife saved up to purchase these two locomotives
for my 30th birthday and Christmas and is extremely disappointed with the level of
customer service provided by Bachmann.
I originally became drawn to the 3 truck shay for it's innovative design and realistic features for people like me on a budget. I only hope that Bachmann will stand behind it's products by providing good customer service. Currently I have received the run around since December 26th. It's this delayed responce to product failures and limited parts which have turned some modelers off to your products. I want to prove to them that Bachmann is a company of innovation and respectable product service.
I was going to order a set of 3 trucks for the Shays ( I run 5 on my layout), but never bothered because I never saw the center truck listed.
My solution was to order a complete shay from Micro-Mark when they had them on for $75. Overkill, maybe, but I have a pile of good parts....lol.
Sid
Were you (The Bach-man) able to find anything out? I am patiently awaiting your response.
The Bach Man's answer is in this nearby thread. Scroll all the way down.
http://www.bachmanntrains.com/home-usa/board/index.php/topic,8933.0.html
Rich
I have an HO Climax that for some reason is still running. I was told if it fails like most of the other ones & I return it they will send me a Shay...looks like out of the frying pan & into the fire!
On the bright side, Bachmann will probably keep NWSL in business.
Maybe they should bring fewer models out & iron the bugs out first.
Jerry
I will give it to them for having innovative designs at an affordable cost. Wouldn't even mind the bugs so much if they supported their products with customer support. It is frustrating though when you take a new locomotive out of the box, run it once and it's broken, and since December still no parts. Good luck with your climax, Jerry. I hope you never experience the pleasure of calling customer service, and waiting months for a reply.
I agree with you Jerry, NWSL will benefit from all the gear problems.
I suppose, one mans loss, (the customer) is anther's gain (business)
Richard
Quote from: Lumber27 on April 15, 2009, 10:59:29 PM
I hope you never experience the pleasure of calling customer service, and waiting months for a reply.
That's Bachmann for ya... This is why I wonder if its even worth sending back one of my engines for repairs.
I work in the retail business at a hobby store. From talking with other model train companies, Bachmann's customer service is by far the worst I've ever seen.
(Sorry Bachmann...this needs to be said.) I've talked with Bridget before on the phone and she comes off very rude. She will also often put you on hold for some guy who doesn't know a thing about HO engines to answer your questions.....Or she'll just hangup on you.
The best customer service I've seen for model trains is MTH, Broadway Limited, and Intermountain.
Thank's Steam Freak, I agree, she can be very course. I'm not sure why they do not want to support there products. I'm still waiting for the BACH-MAN's reply on my post!
Maybe Bachmann & NWSL could merge. Bachmann could make everything
except the running gear, which would be made by NWSL.
It would be advisable to email Dave at NWSL. Be advised, no idea what the price of parts might be. Dave does not know either.
Here is an online link to Dave's message. I do not like doing this but this issue is becoming wide spread from what I can see.
http://www.bouldermodelrailroadclub.org/NWSL%20new%20owners.htm
Rich
Thanks RichG but I would still like Bachmann to improve their customer service dept working with customers who bought shay's with poor running gears. I feel I shouldn't have to spend extra money on a third party product while the original retailer has not attempted to correct the problem, except to ignore the problem and make it difficult to talk with techs who do know what they are talking about.
I'm disappointed the Bach-Man hasn't gotten back to me yet!
I would really enjoy some communication from this company to let me know what their plans are for correcting Shay drive issues. I am willing to be patient if they are willing to work with us the modeler who bought their products in good faith.
Like the 8 ACF log cars, 2 cabooses, 2 shays, 44 and 70 toner I have by this company.
All which preform flawlessly except the SHAYS!
I'm not doing to bash the company and say everything they make is crap, that is not the case, what I have observed and continue observing is they have difficulty supporting products which develop problems which turns customers off, leading to wide spread posts and talk at train shows about an inferior product.
All this could be minimzed by improved communication with the customer.
Communication is the key...
Lastly, I am still waiting for communication from Bachmann.
Richard
Dear Richard,
I did post the answer, but apparently in the wrong thread. We are awaiting parts, and you will be able to get a replacement when they arrive.
Thanks!
the Bach-man
When do you expect the parts in? Will you inform us when they arrive?
Thanks
Richard
Dear Richard,
I will post here when they come in. I don't have an anticipated arrival date.
Have fun!
the Bach-man
Any word of when a new shipment of trucks will be in? Still have two shays with five out of six trucks slipping. Do you know if they are reengineering the new trucks or will these break after a few hours of operation also?
Thanks,
Richard
You might be interested in the message in another forum.
I do not believe Bachmann headquarters is going to tell the Bach Man much of anything. The Bach Man has a tough job of being a figure head/whipping post. Some people here are brutal. Not a responsibility I would like.
http://cs.trains.com/trccs/forums/t/153627.aspx
Rich
Dear All,
They'll certainly tell me when the parts arrive, and I'll pass it along.
And don't worry, I don't take things personally.
Have fun!
the Bach-man
I just received an e-mail from NWSL advising me the gears are now in production and will be available in a couple of weeks. He anticipates the gears will cost $24.95.
I will certainly be purchasing a few of the sets to ensure my Shay roster keeps running. I really like these engines and replacing those plastic parts prone to failure with metal parts seems like a good idea for me.
The cost for the NWSL gears are just a bit more than my cost to mail one of the Shays to Bachmann for replacement/repairs should they fail.
I look at this as a win win situation.
i will say that although bachmann was great to me on numerous occasions, my last run in left me with a sour taste. i ssent in three locos which i got back in shambles, it took 3 phone arguments ans 10 week to get replacements.
Oh JOY ! Oh Joy ! ! !...
...i need five (5) sets....
PS: Whoopee
How much dust can my two shays accumulate?
I will give Bachmann a well done for detail and affordability on this lovely model. If only I had received good customer service I too would not have a sour taste. Thanks to all who have supported this post.
Richard
Quote from: Lumber27 on May 26, 2009, 10:19:49 PM
How much dust can my two shays accumulate?
I will give Bachmann a well done for detail and affordability on this lovely model. If only I had received good customer service I too would not have a sour taste. Thanks to all who have supported this post.
Richard
You still have the option of sending in your shays if the gears are shot for replacement engines do you not?