Has anyone else had a problem returning a defective engine to factory Direct? After a week or so it stopped running. A crackling sound was heard along with the smell of smoke. When the factory was contacted They said that a number had to be given to you in able to return it.
It seems the only person that can assign the number is never available. This has gone on for a while now. Any suggestions? thanks, Jerry
I would send it directly to BLI. They will take care of ya.
David B
I just phoned Factory direct about a problem with an SW7. They said to return it and since they do not have a replacement, they will refund my money plus the postage. I did not use the toll free number but the regular one and I spoke to “Joe”.
I sur hope they are honest with me.
Joe is the owner and brother of the President of BLI. He is a great guy and I’m a 100% certain that you can trust him. When ever I bought anything from him and their have been the slightest of problems he have fixed it immediately. The best customer support ever.
Magnus
Try registering and then posing your question on this forum:
http://precisioncraftmodels.com/forum/viewforum.php?f=1&sid=124bf215ef541191d02f8223aad3b8c0
Matt Williamson is a honcho there who reads all new posts every day and is very quick to respond to direct questions such as yours.
FWIW, in times past I have always had no difficulty getting either phone messages passed or emails answered. Try calling and explaining to the person who answers that you have called repeatedly and are getting nowhere. Someone with the proper authority will take your call and have you feeling better quickly if I know that group at all. I think, regrettably, that you are one of the few in danger of falling through the cracks. Just keep yourself from falling through by calling once more, and try the forum. Either way, their policy is that you will be assisted and will end up with a good engine…one way or another…after a few short weeks at most.
Send an email to service@broadway-limited.com and explain your problem and request a RMA number. Once you have the number you can ship it to them. I sent my MT-73 two months ago and got a shipping notification today that it is on its way back to me. If they do not respond by email call them to discuss it.
Email Matt at BLI. I did a couple weeks ago with an Idler gear in a new Blueline J1 that had a missing tooth. He sent me not one but 2 sets of gears. I explained I didnt want to send the loco for repair because it would miss the next show. He emailed back the very next morning that the gears are on the way. In two days they came and it runs so sweet. Great product support in my book.
Pete
I had a PCM that came defective. I e-mailed them about the problem and they paid for shipping to and from the factory. I had my locomotive back in ~10 days and the problem was resolved.
BLI/PCM gest the Siskel and Ebert award for me! [tup][tup]
Tom
What is the purpose of the number? It seems all you should need is to enclose a copy of the invoice to prove you bought it from them.
Well, you do not have to get the RMA number. That is just what they did for me. When I called them they asked for the service number for my repair so they could tell what was going on with it. I was just trying to help.