Email Address for ESU?

[reinhardtjh]

Just to reiterate, I tried to use this contact form a few times and nothing would happen when I hit send.

I just tried it in Firefox, Chrome and Safari on my Mac.  All three complained if I left out any of the * fields.  Once all were populated I also got no apparent response when I pressed the "Send" button on any of the three browsers.  I guess time will tell if they actually went through or not.

[MK]

Sounds like a broken website.

Whoever gets a hold of them by phone (or working email) may want to mention that to them.

[tehachapifan]

Just tried calling and got what I pretty much expected. It wasn't an ESU message, but a service provider message that said;

"The wireless customer you called is not available, please try again later."

At this point, I'm thinking the Colorado location may have closed up shop. The contact form doesn't work, emails kick back as undeliverable and calling gets this message (I also see that the phone number shows up on my phone as being in Williamsport, PA).

I seriously doubt there is a way to process a warranty claim any longer and I now have a $100 non-sound decoder.

[Ed Kapuscinski]

Just tried calling and got what I pretty much expected. It wasn't an ESU message, but a service provider message that said;

"The wireless customer you called is not available, please try again later."

At this point, I'm thinking the Colorado location may have closed up shop. The contact form doesn't work, emails kick back as undeliverable and calling gets this message (I also see that the phone number shows up on my phone as being in Williamsport, PA).

I seriously doubt there is a way to process a warranty claim any longer and I now have a $100 non-sound decoder.

When you get a hold of them and explain the situation I'm sure they'll take care of you.

[tehachapifan]

When you get a hold of them and explain the situation I'm sure they'll take care of you.

I would normally think that as well, as they took very good care of me on the few occasions that I had a damaged decoder in the past. That said, I did find a page on the website that said that the first step on a warranty claim is to contact the dealer where you purchased it. I don't recall seeing that before. They also list a strict warranty window (2 years from date of purchase for warranty claims and 3 years for any repair requests) and they require a receipt from an authorized dealer that can be directly linked to the decoder in question.

[peteski]

That's too weird!  When I called both numbers over the weekend there was a recorded message stating their business hours.
I'm sure they did not close shop Russ.

I just called and heard the same message I heard over the weekend which mentions their hours: M-F 8am-12pm Colorado time (I called at 4:30pm EDT, so they are closed).

[tehachapifan]

That's too weird!  When I called both numbers over the weekend there was a recorded message stating their business hours.
I'm sure they did not close shop Russ.

Ok, I did just try calling again and this time I got the ESU recorded message. It says they close at noon, so I'll try again tomorrow AM.

[reinhardtjh]

Ok, I did just try calling again and this time I got the ESU recorded message. It says they close at noon, so I'll try again tomorrow AM.

I don't see it on the site now, but when they were in PA it used to say that Tech support calls were taken on Tuesday (and maybe Thursdays?  I can't remember) 8am to 12pm (Noon). 

[peteski]

I don't see it on the site now, but when they were in PA it used to say that Tech support calls were taken on Tuesday (and maybe Thursdays?  I can't remember) 8am to 12pm (Noon).

The recorded message only mentions the M-F business hours. Doesn't get specific on tech support hours.
About 10 minutes ago I also sent a test email to the email address mentioned earlier and no bounce back yet.

[tehachapifan]

The recorded message only mentions the M-F business hours. Doesn't get specific on tech support hours.
About 10 minutes ago I also sent a test email to the email address mentioned earlier and no bounce back yet.

As I recall, I didn't get the bounce back right away. May have even been the next day.

[peteski]

Well Russ, not only my test email didn't bounce - I got a response.  Here is the complete email thread.  So eithher ESU had phone.email issues last few days, or the problem is on your end.  ESU is alive and well.    Hopefully you were able t contact them today.

Peter ***** <*******@yahoo.com>
To: ESU LLC Sales <sales@loksound.com>
Hello Emily,
Thanks for responding. While I own many ESU decoders, I do not need any assistance at this time.

The reason for my email was to verify if the sales@loksound.com address was working. I participate in "the Railwire" online forum and one of the members there has a problem with his ESU decoder and when around March 29 he tried contacting you using that email address, he stated that it was "returned as undeliverable" (he mentioned that he verified he used correct spelling).

He also tried calling on March 31st but heard "The wireless customer you called is not available, please try again later."

He also attempted to use https://esu.eu/nc/en/contact/email/ form but mentioned that after filling the U.S. form, when he clicked on "Send" nothing happened - no acknowledment that the info was sent.

I'm just trying to help him to contact ESU, but it appears that unless you had some issues with emails and phone at the dates I mentioned, the problem appears to be on his end. Not sure about the Web contact form behavior. You might want to look into that.

Regards,
Peter Wisniewski

On Tuesday, April 1, 2025 at 10:54:59 AM EDT, ESU LLC Sales <sales@loksound.com> wrote:


Good morning,

This is Emily with ESU. Can I help you answer a question about our decoders?

Best,
Emily
----------------------------------------------------------------
ESU LLC       
Emily Elmore                                                                            Website: www.esu.eu/en
Phone +1 720 303 3980                                                           Sales E-Mail: sales@loksound.com
3625 Betty Dr, Suite A                                                              Sales Phone: 1+ 720 303 3980
Colorado Springs                                                                           
CO 80917
 
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-----Original Message-----
From: Peter Wisniewski <peteski7@yahoo.com>
Sent: Monday, March 31, 2025 2:57 PM
To: ESU LLC Sales <sales@loksound.com>
Subject: Trying to contact ESU

Test

[rodsup9000]

 
   Last Friday, I sent a decoder to them at the Colorado Springs address. Going by the USPS tracking, was received by them yesterday.
Today I get a email that the replacement decoder is in the mail. 
 That's fast service

[peteski]

As I recall, I didn't get the bounce back right away. May have even been the next day.

Russ, bounced emails usually show a specific reason for the bounce.  Do you still have that email and what exactly did is show for a reason?

[tehachapifan]

Russ, bounced emails usually show a specific reason for the bounce.  Do you still have that email and what exactly did is show for a reason?

The email from mailer-daemon said the following....

Sorry, we were unable to deliver your message to the following address.

<sales@loksound.com>:
Unable to deliver message after multiple retries, giving up.

I don't know why the address above is in brackets. That's not how I typed it and it isn't that way in my sent folder.

This is all incredibly strange. Going to try calling again here shortly.

Edit: Ok, I got ahold of them at the number below Emily's name. They are going to honor the warranty.

I mentioned my issues contacting them and he said that others have said the same, so I don't need to go to the looney bin quite yet!

[peteski]

LOL Russ!  The important thing is that you were able to contact ESU and they will be taking care of the problem.
The demise of ESU LLC has been greatly exagerrated.