A word to the wise: Check your invoices - UPDATE

Are you willing to pay retail prices? Only the largest of hobby shops can buy in large enough volume to buy direct from the manufacturer and thereby get a low enough price to have substantial discounts of 25% to 35%, which is the common mail order or Internet dealer discount.

Such discounts represent most of the needed profit for dealers who buy their inventory from distributors.

Small local shops cannot buy from distributors, pay rent, utilities, and help, and have discount prices that have become the norm in this hobby.

Some of us are lucky enough to live near the 'big" retailers who also have web sites and/or who sell mail order. But few hobby shops or model train stores are like the old days with knowledgeable hobbyist’s behind the counter and on the spot customer service.

You can’t have your cake and eat it to - low prices or personal local service - which will it be?

Well, since I use to work at several of those “old fashioned hobby shops”, I still buy a lot of stuff from retailers I know - but I am price conscious and do also buy stuff from the big mail order outlets - one of which is close to me and has a retail shop.

It is sad in some ways, but I don’t think the LHS thing will ever come back.

I managed a train department in a hobby shop in the late 70’s and early 80’s. We could see then the changes comming that would require “going big or going home” - we where right.

We tried to find investors to open a “super store” hobby shop - it was a tough sell, never came together.

Sheldon

Thank heaven I still have a LHS, even ifit is 30 or so miles away. The bad news is he has a “Building for Sale” sign in the front window. I hope someone with deep pockets will step in and take over.

I do all my checking out on line and buy from the LHS. Just backwards from most. By doing it this way I know what I want when I come in the door, yes I am very easily distracted by all the other stuff, But doing it this way , I have gotten good deals from him and no shipping. Even with sales tax it’s been cheaper than on line. If we do’t support our local business owners all that’s going to be left is W*M and a bunch of fast food places surrounding the parking lot.

Support your LHS while you still have it.

Somehow I knew that would be your guess, Sheldon…[:#]

Bing,

Actually, 75-80% of my MRRing expenditures go to and through my LHSes; primarily for supplies and kits because I can see them and hold them in my hand. I do that because the LHSes in my area have good selection and I want them to stay in business. Locomotives are the one exception to that as I generally look for and find deals for 30-50% off MSRP.

Tom

P.S. With that said, the OP would prefer that this thread NOT disintegrate into a side conversation about pricing, LHSes, and their demise. Thank you for your cooperation. [:)]

Well, we almost have this resolved. I checked my VISA statement online this afternoon after I got home from work to see if it had been credited yet. The good news is that it had; the bad news is that the amount was $9 less than what it should have been.

So, I resent the original e-mail statement (that also included my previous inquiry to the vendor) to customer service and pointed out to them that my mathematics indicated that the amount credited was $9 shy. I also mentioned to them my conversation with the gentlemen on Saturday and my surprise that no apology was given for the error on their part. I should add that no e-mail was sent to me today to inform me that my VISA had been credited; nor an explanation on why it happened.

In all likelihood this should be resolved by tomorrow. At that point I’ll share the vendor’s name. I am a bit disappointed by the lack of communication and/or concern by the vendor and parent company. I really like their products but this sorta taints their reputation in my eyes slightly.

Tom

Tom,

Good to hear that you are getting the matter favorably resolved.

Don’t let that most recent lack of communication and lack of notification of the credit taint your view of the vendor.

That lack of communication happens all the time in matters like this. Someone in the “back room” is assigned the task of reversing the error and everyone moves on. It has happened to me on more than one occasion.

Rich

I understand, Rich. Still…you’d like to hear someone say something like, “Hey, we’re really sorry about the error…blah, blah, blah”. That’s what I would have done on the phone. (I would have left out the blah, blah, blah though. [:D])

Tom

“We are sorry for our mistake and oversight. Please accept our apology, and as a sign of good faith, we are crediting you with $20 off your next purchase with us, or we’ll ship the item free, which ever is more. Thanks for sticking by us. We’ll work hard to make sure this doesn’t happen again.”

That is something I would do if I were the least bit interested in retaining my standing in the hobby.

Crandell,

Is the $20 before or after the refund? [:D]

Tom

In addition to the correction, Tom. Over and above, the extra mile, all that stuff…to show contrition and good will. [8D]

Crandell

I knew that’s what you meant, Crandell…[:D]

Tom

Yes.I deal with specific on line shops strictly for the discounts they offere…I still manage to spend money at my not so local hobby shop(a 52 mile round trip)…I don’t even get a lousy 5% discount to help off set the gas…

I only miss the good shops that offered 10% discount but,the fellas that owned those shops passed or retired.

I would if he stocked a lot of the newer models but,he sits on full MSRP stock that is several years old…

He will order anything at full MRSP…

Here’s my thoughts if the local modelers was willing to support my shop I would reward them with a 10% discount and not charge full MSRP in return for their loyalty…

I would do 90% of my shopping at his in return for his 10% reward for being a loyal customer.

But,at full MSRP regardless of the order size…He will continue to get 10% or less a year.

Thanks, maxman. Couldn’t have said it better myself. [(-D]

Tom

Just wanted to update you all on the situation. After nearly 3 days and no response from my 2nd e-mail to the vendor, I sent them my 3rd and final e-mail; reiterating to them the following:

  1. All that has transpired up to this point
  2. My disappointment with them for their lack of response to any of my e-mails
  3. My gratitude to them for the partial credit given so far…but still shy of the full amount due me ($9)
  4. My resolve to close the matter - i.e. whether they choose to credit me the remaining money or not
  5. My resolve to not (“with a clear conscience”) recommend their online business to any of my MRR friends and associates - i.e. should the matter remain unresolved
  6. The existence of (and link to) this thread; it’s initial intent and it’s potential ramifications - i.e. should they be acknowledged publicly
  7. Wishing them and their “families have a very enjoyable Christmas together and a prosperous New Years”

I truly don’t get any jollies out of doing this. Granted, it’s only $9…but it’s the principle of the matter.

So, the ball’s in their court. We’ll see how they chose to handle it.

Tom

Tom,

I don’t recall what all transpired in this situation, but can you call them rather than wait and hope for an email response which may or may not come?

Rich

Rich,

I called the vendor this past Saturday and talked to someone in person on the phone. That’s the only reason I was credited the $26 on Monday.

So, yes - I probably should just call the vendor to straighten this out. However, given that they (and their parent company) are an online business and - more than likely - deal with e-mails on a daily basis with outside sources, I don’t understand why they are not able to respond to even an initial e-mail that is over a week old now.

Also, as “spoken” word is usually heard by one person and can be quickly lost, “written” word can be read and re-read by more than one person and have lasting affects - both good and bad.

I will give what you said some consideration, Rich. Thanks for the feedback. [:)]

Tom

Tom,

Not to press the issue, but I recently had a faulty device that I emailed Digitrax about. A week later, with no reply, I called, got someone on the phone who was extremely helpful, and mailed the device in for repair. Three weeks later, I still have no email reply.

Most of our hobby related vendors are not good at answering emails in my experience.

If I were you, I would call the vendor today.

Rich

Yea, I guess I’ve gotten used to (spoiled by) the good ones, Rich, because they generally reply back within 24 hours. Point taken. Thanks again for the feedback…

Tom

Hi!

In the last 15 years of using email with vendors, I’ve found its either one way or the other. Either they get back to you within two days, or two weeks or never.

I believe it best to email, give it two days, and then call if you haven’t had a reply.