I bought an AC4400 HO scale on ebay. I received it and it is missing the fan shroud on the top of the rear portion of the car body as well as the rear hand rail. Both these parts are factory installed and the seller insists that it must have come from the factory this way. He is a good seller with 100% feedback and has offered to take the item back or pay for the parts if I can get them. My question is, does anybody know where can I get them, I tried writing to Kato USA with no reply? I want to keep the item, but without these parts its pretty useless.
I had the same problem with a AC4400 I got from an eBay seller ( although not the SAME parts). I put in an e-mail to the Kato parts department asking if they would let me know the price of the missing item, and I would gladly pay for the part and any shipping costs. Someone from Kato CALLED my home THE NEXT DAY, to make sure they were sending the correct part, and then mailed it to me at no charge (not for the part, not for shipping, nothing!). Kato has an online parts catalog on their website. Have you checked there to see if you can order the parts from the catalog. Also, did you send your e-mail to the attn. of the parts department, and how long has it been since you wrote them? It is very odd that they would not respond to your request. It may take a few days, but they should get back to you.
I know you can get the handrails from Kato but I don’t see the radiator shrouding as a seperate part.
I’ve never had a problem with Kato customer service/parts departments. It normally takes about a day for them to get back to me but they always have. They have been very good to me. I have a unit in for warrenty repair right now. No charge and they are refunding the shipping to get it to them. Couldn’t be happier.
Thanks, I tried email, no answer so I sent them a letter about a month ago and included my email address so they could respond and still nothing. I just went to their site again and their email is turned off while they attend an exposition.