I cannot help applauding a company when I see good customer service practiced. I place customer service even above quality issues. Anyone can make a mistake, but good customer service corrects that mistake. In a thread I posted regardin TMCC and DCS compatibility, Bob had made mention of a material compatibility issue regarding zinc plating. He then indicated MTH had contacted him regarding his post and they are attempting to resolve a solution. Quite impressive !!!
I had sent MTH an email regarding the compatibility question, (not really expecting a response.) Surprise, surprise… here IS the response.
Thank you for your email message expressing your interest in learning more about compatibility of the M.T.H. DCS system. We certainly appreciate your interest in our digital technology and look forward to your continued support of M.T.H. Electric Trains.
DCS can be operated with any AC transformer, including the Lionel ZW and Powerhouse Blocks. In addition, it is possible to upgrade older locomotives, including some from Lionel for command operation with DCS. You will need to upgrade the locomotive with the Proto-Sound 2.0 sound system which has a built-in DCS receiver. You’ll find more details about the upgrade program by clicking http://www.protosound2.com/upg/index.htmhere.
In addition, DCS can operate any non-command equipped locomotive remotely through the system’s variable channels. This functionality is explained in the DCS manual which you can download by clicking http://www.protosound2.com/service.asphere.
Sincerely,
M.T.H. Customer Service
With this type of customer service, and the good quality I have seen in the products I have looked at, I think MTH is a secret that will evolve to the top of the list. They have me as a customer!!
I SAY BOO to there coustomer service.
First they did not put the side rods on my tender of my MTH Virginian Triplex.
Second, sent them 4 e-mails and finally had a gal say she would send it to a technician, that was 2 weeks ago and still NO response.
This engine never should have left the plant without a Quality Control person checking it out.
I SAY BOO!!! to MTH.
laz57
mthrules - I can’t help but ask, especially with your id name, profile info, and web reference. You wouldn’t happen to have any inside connection with MTH, would you?
I have experienced great service from MTH when ordering parts. I have powered and “smoked” one of their dummies. Got parts right away. Some dely in getting the right ones identified but that was right during York so I bet they were out of the office.
Now on their upgrades to DCS PS2. Harder to do and really expensive. Easier to convert to TMCC and Railsounds. As stated before, PS2 steamer sounds are great. Their diesel sounds and horn is horrible.
I have NOTHING but praise for MTH customer service. When something goes wrong, I call MTH rather than complain about it to others. I just wish other companies were as responsive. [:(] Like my leaning fence company.
Well, I had a similar “something” that Laz had.
For Christmas one year, I got the Railking N&W Powatan Arrow Set. The day AFTER I got it, the board went. When I took it to the authorized dealer to get it fixed, it was in the shop for not 1, 2, 3,4, 5, 6, or 7 weeks, but was in for 8 weeks. When he got the part in, he installed it, but behold someone screwing up the shipping numbers, sent him the board that did NOT have PS2, or DCS in it. I took it back to the dealer where I got it from, and he said “We have been having so many problems with the MTH products, and now I am getting fed up with it.” He still carries some of the products, but sells a lot of the rolling stock and passenger cars, and a very small amount of engines.
I know another dealer that COMPLETELY liquidated his MTH products. He had a sale, and got rid of everything. He does not have one single MTH product there. anymore.
Finally made some headway today and called MTH.
Was transferred to parts and services and told them on tape my problem.
She latter returned my call and I was to have her paged when I call back.
I called back but she was on line with someone else and could get her today. So first thing tomorrow after work I will be in contact with her. I will let you know what is going on?
So things might be looking up?
laz57
With all the other activity that happened today, I don’t think MTH would want to have 1 unhappy customer if they could avoid it. I certainly would expect that they would try to resolve the problem.
I had just got off the phone with Midge fro MTH, heck of a nice lady.
We went over the missing parts and she will send them out to me but I have to send a bill of purchase to them.
So now I can and probably will take back my BOOs and give the MTH gang a YEAAAA.
I hope that QC will get better in the whole industry?
laz57