Any problems getting answers from Kato?

Model Railroader General Discussion (Model Railroader)
1

I’ve written 7 emails to Kato customer service and parts department, sent a letter by post to Kato Japan followed by another to Kato USA and still not a reply, nothing. I bought an AC4400 on ebay and it was missing the rear fan shroud and rear hand rail, all other parts were there. The item was new, and the seller offered to take it back and pay postage. When I told him I would keep it and try to buy the parts from Kato he even offered to pay for them. So I agreed. That was November and 7 emails, 2 letters and nothing. I bought an Atlas before with a broken hand rail, contacted them once, received a replacement in the mail the next week. Anyone else have issues with Kato?

2

KATO is very bad about answering emails. If I were you, I would call.

Sean

3

I guess calling them is the next step, they work the same hours I do, so I’ll just have to make time during the day.

Thanks Sean

4

Maybe you could get them during lunch break.[:D]

I have a Kato SD80 I got off eBay brand new last year, but the motor is really noisy. I haven’t gotten an answer from them, but that’s most likely because I haven’t contacted them in any way.[:D]

5

I have orderd parts from Kato and received them quickly and have called them about a broken part, which they sent within a few days to my house at no charge.

Maybe they do not look at email, only calls??

6

I’ve emailed them on warranty matters a couple times and ordered parts before and have always received a response within 1 business day. I’ll find out soon about the one I had to send them today!

7

I live two blocks from KATO USA and I have to say it looks like a pretty small operation. I don’t think their staff is very big, I have never seen more than 10 vehicles in their parking lot at any time. Calling them would probably be the best way to get their attention.

Bryan

8

Kato came through, I received a package from them today and the parts I asked to purchase came at no charge. I own 6 Kato’s, never had a problem until this, if I ever need anything from them again I’ll try calling them. Thanks Kato.

9

Good luck.