Athearn can get a real dud out there sometimes. My RTR AMD-103 had a number of problems when I got it (all fixed now). It was also missing the etched exhaust fan grill on the top, which is a very obvious part. I sent them a quick e-mail on the missing part, and a couple weeks later, it came in the mail.[:D] So, although they’re not perfect, they are at least willing to fix the problems their customers have.[:D]
That’s good to hear, Darth.
I wonder how this hobby would survive if the manufacturers/distributors didn’t supply ‘missing’ parts and broken ones, or repair the engines sent back to them. I also can’t imagine how this part of their enterprise affects their bottom line.
-Crandell
I have contacted Athearn before on warranty issues and they have always been prompt in getting things shipped. I have even ordered parts that I needed to replace because of my doing[#oops] and they were quick in getting those to me.
I have never had to contact Athearn for parts, knock on wood! I have had new engines arrive from Walthers/Proto and Atlas with missing parts. Both companies were quick to respond to email and within days had the parts mailed to me at no charge! Atlas even included ALL of the detail parts for the locomotive!
A few years ago, I bought Athearn’s RTR Freightliner Truck. I somehow broke one of the mirrors. I sent an e-mail to Athearn explaining the situation and was willing to pay for a new one. I got a reply basically saying “if we see one laying around we’ll send it to ya, otherwise tough luck.” So they are not on my top ten list of customer service responders…and never got the mirror.
If they would effectively collect the costs involved in solving customer complaints, they would know how much missing or bad QC actually costs them.
Unfortunately, most manufacturers/importers don´t do this properly - and this does not go only for this industry.
After sales QC is much more expensive than doing things the right way right on - guess how I found that out!