I just had to let everyone know of my experience with Bachmann’s customer support, should you need to contact them. I bought a Bachmann Berkshire with DCC OnBoard (on ebay) about 2 weeks ago. It was listed as ‘Brand New’, ‘Never Used’ and what I got was a used loco with considerable dust on the model and both cab windows (glazing part) out of the model and extensive ‘smokers odor’ on everything. One cab window was missing and I glued the other back. I checked the parts list and emailed Bachmann explaining my situation and would they please send me a (1) replacement window. I also gave them the part number. They replied a few days later and agreed to send me the window. Well, today I got a box in the mail with a complete new cab with both windows and lettered and numbered for the same 759 loco I had. Quite a surprise since this was a ‘used’ new engine. I am very pleased with their response and wanted to pass it along to anyone interested. I would put them on a par with Athearn. Very good manufacturers customer support.
Bob
In my opinion, the support back there in Philadelphia is so far above and beyond in terms of quality and going the extra mile that I wish every service department I dealt with was a carbon copy. The old timer who runs the repair shop (I can’t remember his name at the moment, Earl or something, but I call him Doc) is incredibly cooperative and insistent that they stand behind their locos. I sent a three-truck shay which had crashed off a scenery cliff five feet to the cement basement floor and it came back to me better than new, complete with an extra smokestack (onion style), all free of charge…and with plenty of analysis and advice on the phone from Doc about how to make sure I didn’t let that happen again!!
A very good reason that I have not,will not order anything from E-Bay. [:(!]
I too in the past have had very good results from Bachmann. [bow]
When discussions turn to the business, I often mention Bachmann and tell people that I think the economy would be in much better shape if all companies treated the customer as well as they do - people spend more when they trust the seller.
I too have had good experiences with Bachmann’s customer service. One case in point. I have a Bachmann GP40 that had a stripped worm. I contacted customer service about it and they sent me a new worm - complete with the rest of the truck. All I had to do was change the truck out. It’s because of service like this that I order from Bachmann again and again.