Horizon Hobbies Customer Service

Model Railroader General Discussion (Model Railroader)
1

I had some problems with a Roundhouse DCC RTR 2 truck shay. It seems the motor was turning and the wheels were not. I called technical support and got David on the phone. He helped me diagnose the problem, namely the gears on the wheel axles had failed. He found 4 sets of wheels and had Customer Service put them in the mail for me at no charge.

I am very impressed with the after market service provided by Horizon Hobbies. They are doing their best to support the companies they purchased.

Steve B.

2

It’s nice to read something favorable about a company now and then instead of all the complaints. I’m glad to hear of your positive experience.

I’ve had similar good results in dealing directly with Athearn to purchase repair parts.

3

I have had to deal with their customer service in RC Air Planes. I have to say, I had a horrible time with them. I hope their train help is better then their RC Plane help.

Baker

4

My service has been ok but I had to pay for it though. It was not free to get the parts.

5

I have heard many good things about the customer service there, and have been considering using them as a supplier to my business.

6

Indeed, I have no problems with either Horizon or Athearn in getting remotor kits for my Athearn locomotives. Their quality and level of service is excellent and very friendly and courteous.

7

Well this is all very encourageing! I was in contact with Athearn about regearing a Genesis 4-6-2 ( split gears I think). I heard back from them within the week and aparently the parts are on the water(their words). So, hope is alive and a post will follow whether positive or negative.