About six months ago I bought 2 new SD45T-2’s by Atheran. I made a big mistake by not running them as soon as I got them home.
A few weeks ago I pulled them out of the box and tested them out. One engine really ran bad and it was brand new never used. Yes I know I should have tested them out right away but I didn’t and that won’t happen again.
I called Atheran and sent the engine back to them for repair. I got the engine back in a shorter time then expected and they replaced the entire motor. The engine really runs great now. And they didn’t charge me a dime for the motor replacement. All it cost me was for shipping the unit back to them in Calif.
However, when I got the unit back all the small pieces attached to the fuel tank were broken off and the fuel tank was also broken, I can’t tell if this was a shipping issue or not so I called to order a new fuel tank assembly. I left a phone mail message with the parts person and she called back the next day. I explained the problem to her and offered my credit card to pay for the new fuel tank. She said she would send one out to me at no charge.
THAT’S CUSTOMER SERVICE AS IT SHOULD BE. HATS OFF TO ATHERAN.
I have a good collection of Athearn Read-to-run Coaster Bombarier Cars, and the wheels kept falling into the frogs on the turn-outs. I email Athearn about the problem and they sent me, with no questions asked, ALL new wheels that were a bit bigger. And again, not a penny was asked for. I was impressed.
Sounds like Athearn is finally getting on the ball, glad to see it! I got my gear for my 2-8-2 this morning in the mail, it only took 2 months, but got a letter with a big sorry for the delay. That was nice of them, glad to see them taking care of customers.
Athearn has always had good customer service. Its just those horizon dopes I have serious issiues with. Thanks to them. Athearn is practicly gone from Wyoming.
Good to hear stories like these. I’ve had good results with their customer service as well. Even though the FP45 has been long out of production I was able to get number boards and lenses for mine. The e-mails to me from Customer Service were written couteously, unlike the colder responses I used to get from them just 2 years ago.