I had recieved a Kato SD90 for Christmas, but it was a couple of weeks late in delivery, so I didn’t get it until mid January. I noticed one of the ditch lights didn’t work and since I was going to install a DCC decoder I waited until I got the decoder before removing the body shell. The problem with the ditch light was a broken light pipe? I went ahead and installed the TCS decoder and got it running. I contacted Kato to see if they would send a replacement light pipe and they wanted me to send the loco back to confirm that it was covered under the warranty??? I asked why the couldn’t just send the defective part? They responded (email) with the part number for the entire ‘glass’ package for $8.00 plus $7.97 for shipping and handling! I replied that I was very dissapointed in their customer support and that Bachmann would not have questioned me and sent the part without charge. I haven’t heard back and that was a couple of weeks ago. I am not at all impressed with Kato, regardless of the quality of their products. I will continue to buy Bachmann and LifeLike Proto engines as they back them up. Just wondering if anyone else has had a problem with Kato customer service?
BTW: I am going to install SM LED’s for the ditch lights so I can control them seperately as in flashing.
I’ve only had to deal with Kato USA one time to order repair parts, and have to agree that they sometimes expect us to bend over backwards to resolve problems; but they seem to be a very small operation with limited resources that only receives and distributes products, and may not even have a repair facility.
Their selection of HO scale items and repair parts has always been very limited.
But, if you’re going to substitute surface-mount LEDs for the ditch lights, why complain about the light pipe – you won’t need it.
It’s also possible to repair the broken light pipe by putting some shrink wrap tubing over it if you really must have it.
Unfortunatley, Kato USA is not the only company that has or offers limited support. The term “RTR” has, to me at least, come to mean “Ready to Repair.”
The broken light pipe was broken in two places at the end near the front but one of the pcs wasn’t in the box??. I realize using LED’s will eleminate the need for the light pipe but I was just trying to point out a lack of service from Kato USA. Thanks for your input.
It was a Christmas gift and don’t know where it was purchased, but most likely TrainWorld, where my son-in-law usually buys MY gifts from. Didn’t want to go thru the expense and wait for the return process for such a small item. This is clearly something that Kato could have resolved with no ‘skin off their back’. Just poor customer service.
BTW: this is the first and only Kato loco that I own.
KATO U.S.A., INC. warrants that this product will be free from defects in material and workmanship for a period of sixty (60) days from the date of original purchase. If this product fails during the warranty period, carefully pack the assembled item in the original carton, together with the dated sales receipt, and return to: KATO U.S.A., INC. 100 Remington Road, Schaumburg, IL 60173. Defects due to misuse, improper maintenance and/or abuse are not covered by this warranty. Items that have been modified by the modeler or anyone other than an authorized KATO repair person are not covered by the warranty. This warranty gives you specific legal rights and you may also have other rights which vary from state to state.
Obtaining Replacements
While we at Kato U.S.A. attempts to deliver all models to the marketplace with a complete set of appropriate detail parts, occasionally these pieces may be misplaced through handling at the retail level. Kato U.S.A. can usually provide replacement pieces in these instances. Consumers encountering this situation should write to:
I bought a pair of Norfolk Southern SD80mac’s from a “dealer” on E-bay. One had a broken snowplow. Emailed Kato with the part number and they had a new plow on my doorstep within 5 days, no questions asked. I have at least 20 of their locomotives and that is the only problem I ever had with their equipment. In my instance I was very pleased with their response and will continue to buy their products.
I sent Kato the model number, road name and what was broken/missing, but without having a purchase reciept (it was a Christmas gift). They COULD have done something at this point, and as I mentioned to them, Bachmann sent me a complete cab assembly for my NKP Berkshire because it had a missing window glass in one side wiithout any question. Just a difference in how companies handle customer service. I don’t plan to persue this issue any further as I will replace the light pipe with SMD LED’s.
Kato is not the only company with rather strict warranty policy. Atlas and Bowser/Stewart’s poliies are very similar. It might be because all three sell a lot of their parts and they want to make sure that only actual warranteed products get the free parts. Afterall had you sent them the loco they would in all likelyhood have done the repair under warranty, (this has been my experience, (even without a sales receipt). On the other hand, Bachmann has always had the most liberal warranty policy of all the manufacturers. Different companies, different warranties.
My only complaint about Kato is that their shipping fee is way too high. I ordered two sets of replacement hoses for my Amtrak P-42s and they charged me $7.00 to ship $2.00 worth of small parts… I’m pretty sure that it actually only cost them a dollar to ship the parts and they pocketed the other six bucks.
Wait, why not return the locomotive to where you purchased it from? If you purchased it from Kato, then they should have something in their computer system that says you purchased it from them. If not, then what you’re asking is essentially for Kato to give you the parts for free. I don’t blame Kato for doing what they did.