I recently purchased a Cornerstone kit from a hobby shop. When I opened it, the side wlls were missing. I called Walthers on Monday and explained my problem. The lady apologized for the error and said it would take 2-4 weeks to get the missing parts. Tuesday, I received a phone call from Walthers saying the part was shipped. It arrived today.
Thank you, Walthers!
Tom
Did it take the 2-4 weeks that they told you?
No. I called them on Monday the (20th) and had the parts by Wednesday (the 22nd).
Tom
I too had a very positive expierience with their customer service department. The control unit on my 130’ turntable apparently burned out because of excess voltage from my power pack which was supposed to be 16v but was actually in the low 20s. They promptly replaced it at no cost and suggested an alternate power source which I obtained and I have had no problems since then.
i’ll play the role of pessimist and say that this means the people answering the phone don’t have a clue about what’s in stock or how long it will take to get there . they’re probably told to say the same thing to every request even if the part hasn’t been available for years
but good for you , and it’s nice to hear about good customer service [:)]
I ordered some items from Terminal Hobby Shop a couple of years back, and either the USPS lost the package, or it was stolen. I called Walther’s in an attempt to track it down, and they shipped another order out to me. They only asked that I return the original package if it ever showed up (which it never did). This wasn’t a small order either. I have had to call on their customer service a couple of other times too, and have had a great experience each time!!
In 20 years or so of ordering from Walthers / THS I’ve only had a couple times an order has had a problem, both times they resolved the matter fairly quickly.
BTW working in customer service, I suspect they do pad their times a little. We’re told to add a week to the time we expect something to take to get to someone. If you tell someone they’ll get a refund check in the mail Friday and it doesn’t come on Friday they’ll call and complain, but people rarely complain if the check gets there quicker than they expected. [:)]
You also get that type of service in the store. I have never had a complaint. Infact they try to help you out right in the store and try to fix a locomotive for you or something. I had missing parts I would tellt he manager at the time he would tell the parts department and 1 day I had my item. There is no better Customer Service than Walthers but Digitrax comes close.