UPDATE: Product warranties and repair

[mecgp7]

Not mentioning a specific manufacturer, but I recently (early July) purchased a new loco with all the bells and whistles (DCC, sound, etc). Unfortunately, it had an issue and growled loud enough to drown out the sound. I am comfortable repairing DC/DCC locos, but having fried decoders before and for what I paid for this model, I wasn't taking chances so I contacted the manufacturer and they had no issues accepting it back for repair. I gratefully sent it in. I was a bit taken aback when I was told that it would be 11-12 weeks for it to be returned! At first I thought that perhaps they would send it back to China which could affect the amount of time, but then the company shared their repair schedule and actually told me that they were currently working on May 1st returns.

One wonders if they have that many returns or if they have one guy sitting alone in Beijing. I guess the best thing to have done was to return it to the seller and get a refund.

[mu26aeh]

Probably same manufacturer that wants $56 for a replacement shell, including the $15 flat rate shipping

[peteski]

While you did not mention it, that sounds like Bachmann, bu I could be wrong.  Yes, they probably have one guy in USA repairing bunch of  broken models returned by customers.  But to be fair, I believe that most stateside model manufacturers have very small service/repair staff.  Kato USA, BLI, Atlas, Rapido Trains, IM, Scale Trains, and Bachmann are some off the top pf my head.  I would be surprised if any had more than single repair person.  Again, this is not based on facts, but on my dealings with those companies. As far as the backlog goes, that depends on how many models break during warrany period.  I imagne that better quality models break down less often.

[thomasjmdavis]

While you did not mention it, that sounds like Bachmann, bu I could be wrong.  Yes, they probably have one guy in USA repairing bunch of  broken models returned by customers.  But to be fair, I believe that most stateside model manufacturers have very small service/repair staff.  Kato USA, BLI, Atlas, Rapido Trains, IM, Scale Trains, and Bachmann are some off the top pf my head.  I would be surprised if any had more than single repair person.  Again, this is not based on facts, but on my dealings with those companies. As far as the backlog goes, that depends on how many models break during warrany period.  I imagne that better quality models break down less often.

An 11 month backlog is the time to ask for a raise. Because if you leave, it will be a 15 month backlog in no time.

All it takes is one bad production run to back everything up- and it may well be that the "bad" loco (with 500 sent back) was different than the one you are having fixed (where only 6 out of 1000 have warranty claims)- you are just at the end of a long line. And as many of us have discovered, for something like a steam loco, it can take as long or longer to disassemble than it took to build it in the factory. A lot of modern locos are designed for ease of assembly (but not necessarily disassembly)- pins on Part B snap into notches in Part A- takes 5 seconds.  To take it apart, you need to get to the inside, and use 4 tiny screwdrivers (all at the same time) to gently pry up the little hooks at the end of those pins to get Part B off without breaking something. -takes 5 minutes, assuming you have the 4 screwdrivers and another person to help, plus the 1/2 hour it took to figure out how to get it apart.

But when you do finally get it apart, you find the spring the assembler lost while installing the coupler.

[peteski]

Sure Tom, but my point was that most U.S. model train manufacturers are small operations with limited staff (for things like local repair service).  Most of the "staff" is in the Chinese factories producing the models, and they are not really the company's staff but an outside manufacturer contracted to do the work for multiple model companies.

[Ed Kapuscinski]

Sure Tom, but my point was that most U.S. model train manufacturers are small operations with limited staff (for things like local repair service).  Most of the "staff" is in the Chinese factories producing the models, and they are not really the companie's staff but an outside manufacturer contracted to do the work for multiple model companies.

Exactly, and I'm almost certain NOTHING is getting sent back to China for repair. It's folks working at HQ that have to do it. I know someone who did it for Atlas. It was an interesting job, but I also know I sure as hell wouldn't want to do it for an extended period of time.

[mecgp7]

As the OP, I have never experienced a wait this long. In the past I have had manufacturers simply replace the model motor or chassis or shell which ever is defective. This manufacturer has chassis as it is selling the same model direct from their website. Either way the model under warranty has to be addressed. Why not at least get the customer up and running?
I have had so many good experiences with manufacturers that this one is surprising.

[MK]

While you did not mention it, that sounds like Bachmann, bu I could be wrong.

Right B, wrong company is my guess.  I'm guessing BLI.  I've heard 4 months turn around time.  Bachman more often than not replace rather than fix.  Faster turn around time, happier customer, and in the end, maybe even cheaper depending how much they pay the repair guy(s).

As the OP, I have never experienced a wait this long. In the past I have had manufacturers simply replace the model motor or chassis or shell which ever is defective. This manufacturer has chassis as it is selling the same model direct from their website. Either way the model under warranty has to be addressed. Why not at least get the customer up and running?
I have had so many good experiences with manufacturers that this one is surprising.

It's possible their quote is a worst case scenario and if they get it back to you sooner, they look like a hero.  Yes, if the return period hasn't been exceeded, it would have been best to return/exchange with the seller.  They'll just ship it back to the manufacturer and they get dealer credit.  The manufacturer can then take its sweet time fixing it and then selling it in their refurbished department.  No disappointed customers.

[mecgp7]

I went back and asked about a simple exchange and initially they didn't have one. I got an email this morning that they located one and will be making the exchange.
My faith has been restored.

[thomasjmdavis]

Sure Tom, but my point was that most U.S. model train manufacturers are small operations with limited staff (for things like local repair service).  Most of the "staff" is in the Chinese factories producing the models, and they are not really the company's staff but an outside manufacturer contracted to do the work for multiple model companies.

I didn't mean to imply otherwise. My intention was to build on your statement, not contradict you.  If it came across as a "correction", I apologize.
I seldom even use the term "manufacturer" anymore to describe US/Canadian model train companies, other than Microtrains.   Atlas, BLI, Intermountain, etc. are importing Chinese made goods. The arrangements are somewhat different than in the 1960s and 70s, and in the current day, the MRR companies have more control over design and product selection, but it is still, essentially, an import business.  So, yes, the US end of the business is a small office, minimal warehouse space, and you are quite probably correct that there is only one person doing the repairs. My point (in relation to the long wait time), was that if any one product is a "lemon" (not sure if that reference from the 60s still makes sense to younger readers), it affects the repair schedule for all other products.

[thomasjmdavis]

I went back and asked about a simple exchange and initially they didn't have one. I got an email this morning that they located one and will be making the exchange.
My faith has been restored.

Glad you have a happy ending, and glad they stood behind their product.

[MK]

Glad you have a happy ending,...

So what exactly is the model of this locomotive????   

[mecgp7]

So what exactly is the model of this locomotive????   

Since the company was so responsive and provided a resolution outside of their normal practice, this email goes from one complaint about customer service in current times to one where it can be lauded. The loco was a BLI F3A.

I also learned that buying locos that are out of my capabilities (due to price and technology) to repair is probably not the way to go. The renewed use of direct wiring is a hindrance for me. I love that BLI offers stealth locos and will take advantage of that in the future.

[peteski]

I didn't mean to imply otherwise. My intention was to build on your statement, not contradict you.  If it came across as a "correction", I apologize.

 I seem to have interpret your post differently from what you intended. It's all good Thomas.

Yes, this outsourcing of model manufacturing (without keeping full control of the quantity of the run, or the quantity of spare parts) has been a very annoying problem for quite some time.  Kato seems to have this more under control than other manufacturer, but only because Kato still produces their own models in-house (like American manufacturers did decades ago).