Hi, I’m new to the hobby and to this form and I was wondering if anyone had advice for me. Here’s my problem: I bought a Bachmann HO Shay last August and all 3 of the gears backed off on the trucks and they cracked. I contacted Bachmann by email to try and get it resolved under warranty and got a generic ‘please be patient this time of year’ response. Nearly two weeks went by without hearing anything so I sent another email to the customer service manager (Bridget) to check the status, I never heard back. So I called by phone yesterday and got her voicemail and I left a message asking her to call me, no reponse again. So I sent my 3rd email on this and received back a confirmation that she read it, but again no email or phonecall back.
Has anyone dealt with Bachmann before? If so I welcome your advice - is this their normal business practice? I politely offered to send my proof of purchase, digital pics of the gears or anything they needed, but I’ve heard nothing back at all and I am frustrated. Thank you very much in advance for any words of wisdom.
I’ve dealt with Bachmann on several occassions and the only way to deal with them is by phone. it may take a bit more time up front but… the results will be worth it! They are a very personable bunch by phone and will go the extra yard for you.
I never was able to talk to any body by phone, but I sent an email with the exact part number that broke and with-in a couple of weeks, I had my parts. I had forgotten about it because I thought I’d never here from them and was very surprised when the mailman knocked on my door with my parts. I got the part numbers from their site in the form of an Adobe file.[tup]
I had a couple of defective Bachmann locomotives. I followed their warranty instructions and sent them in for service. Within several weeks, two totally new locomotives were on my front porch.
Bachmann’s service was quite different from what I have experienced the past couple of years from BLI and Athearn. Each of them refused my requests to repair my new locomotives, but would only send me a part so I could fix it myself.
I currently have a Shay at Bachmann for repairs. I was told on a phone call to just send the locomotive to them, along with a letter describing the problem, what Road Names would be suitable for a replacement, and since it was over a year old I had to include $20. Within about 2 weeks I received a post card from them stating they had received the locomotive and the problem would be fixed in about 6 weeks. That was 5 weeks ago so I am expecting to hear from them again in another week or so.
When I finally got through to them on the phone they were very friendly and helpful. I can’t remember who I spoke to but she was very cooperative and I had zero problems with them.
I’ve had good results with Bachmann service. The best way to deal with them is by phone. Usually I just follow the warranty instructions and they either repair or replace the item with no questions. I wish Athearn did this. They just send me the part required and I have to do the repairs myself.
I agree with most of the posters in that you must get them by phone, which will get you a repair number and instructions where/how to send the loco for said repairs.
If you want parts, I’ve used both phone and snail mail and both worked out nicely.
In spite of their email disabilities, Bachmann is a terrific company and they have treated me well as a customer for many years!
A couple of years ago one of the Bachmann Spectrum 70 Tonners I have developed a problem with one of the gear boxes. The 70 Tonner was one of the older models with two motors in the trucks. I contacted Bachmann and sent the locomotive to them and they replied in about a week that the locomotive had arrived. I was advised it was not repairable and needed to send $15.00. I sent the funds and a new present model 70 Tonner arrived in about two weeks time. In the road of the one I had sent back.
Tell them that you are NOT me. Remind tham that not once in the three years I’ve lived in PA has ANYONE returned my phone calls unless they were A: already doing business with me, B:not actually in PA, C:Returning calls where someone left my number in error and not actually looking for me. Bachmann is out of Philly…I personally would sooner drive there and put it in their hands directly. Bitter? Yeah, maybe. Clining to my guns? I don’t think so. I’m just totally bewildered by the lack of professionalism by so many diverse businesses in this state and not one person has even tried to answer the question, WHY? Registered snail mail or go to your local hobby shop for service.
Bachmann is VERY SSSSLLLLLOOOOWWWW. I emphasize that part.
I needed a new cab for my Shay, as the one I got originally had a dent on the rear overhang. It took about 7 months to get it, and after the first month I had lost any hope of ever getting it.
It isn’t right away, but they eventually come through.