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