Been a while since I've been on here, they forgot who I am, lol Anyway, while I was doing a c-16/big hauler bash, I ran into a wee problem. The polarity marks that I made came off the wiring for the connector plug on the tender. Only 2 pin, not a big deal, it's either right, or a dead short. Still I thought I'd query Aristo tech support, since none of their online drawings show it. Simple question, simple answer, right? WRONG! A fellow named Navin responded (after 3 or so days) to tell me that I HAVE to send the tender AND loco in "for repairs" instead. to quote the kiddies "Like, huh?". I sent him a polite response outlining why this was not an acceptable solution, and...... no reply.Is this their usual way of dealing with customer questions? Why bother even HAVING tech support if it is. Wanting someone to pay a bunch of freight and risking damage to a one off custom piece (and maybe having them send you a "stock replacement" in return) for a 2 minute soldering job is beyond stupid, it's arrogant.Some of us DO know how to use simple tools.
Like MOST manufactures it's called $$$$$$$.
Dave
The head is gray, hands don't work , back is weak, legs give out, eyes are gone, money go's and my wife still love's Me.
dwbeckett Like MOST manufactures it's called $$$$$$$.
This one will COST them money. If this is how they think they should treat customers who already bought (and I've had about 15 Aristo locos over the years, I now have 2... for now), what makes them think I'll ever buy another of their products if there is any other choice?
I'm sorry to hear of your experience. Before Chistmas I had an Aristo Train Engineer fail, I also had another failed TE laying around the house for several years. I called Aristo Tech Support and related how they had both failed the same way. I boxed and sent them per their instructions. About a week later I recieved a letter stating they were under warranty and would be repaired free. Such a deal.
I'm curious if someone on the fourm could have answer your question.
Wishing you good luck, Rob
It took me about 30 seconds with an ohm meter to determine the proper polarity. I simply figured I would ask first. Why? BECAUSE IT WASN'T SHOWN ON ANY OF THEIR PUBLISHED PAGES... A basic wiring diagram isn't super secret proprietary information, it's one of several things that should be available to people who own these units. Yes, this one was easy, only two wires, but what if it had been like one of B'mann's infamous super sockets? "send it in for repairs" does NOT in any way answer the question asked. And THAT is the real problem. (And not responding at all to the second email compounded it) Several people have mentioned to me that Aristo often doesn't follow their OWN diagrams... this means that they must EXIST, so why not publish them instead of assuming your customers are too stupid to understand them? Perhaps afraid the customer might know more about the problem than the tech people? Or if it is insurance related crap then why not simply say that either? Answering a simple question is customer service 101. It's been mentioned elsewhere that the fellow probably can't come out and actually say any of the above without risking his job. Fine. Then that's just one more reason for me not to buy from them again. (I've owned about 15 Aristocraft products over the years, from good to total dogs, and as much as I like their Crest power packs, when this one dies I'll find something else)
Hi Mik, When dealing with Aristo, All ways address your email to the MD marked for his personal att. My new cat shows that it is Lewis Polk, When iv`e had a problem he has replied to my email and prob has been sorted.The bods that take the calls dont always do what they are paid for. Hope this helps
Age is only a state of mind, keep the mind active and enjoy life
Could it be job security??? Navin is the main repair guy for the outfit! If he isn't getting enough work he may figure that he'll get laid off! I've had no problems other than the infamously miswired tender!
It's irritating to be sure when you don't get a simple answer to a simple question. BUT count your blessings, Aristo HAS a tech support center, they speak English, and the repair facility is not in India.
The Dixie D Short Line "Lux Lucet In Tenebris Nihil Igitur Mors Est Ad Nos 2001"
This seems to be the week to bash Aristocraft. The same posts are appearing on all the non-subscription forums, except the Aristo Forum. Not only that, it seems that there is only ONE person with a complaint. Do consumer complaints actually have to be aired on a train forum? Most of the folks I know, pick up the phone, call Navin, and get their problem resolved. I hardly think that one dissatisfied customer out of thousands justifies such a waste of space on forums, usually used for constructive dialogue between G scale enthusiasts. Lets stay on track here.
Camaro1967 This seems to be the week to bash Aristocraft. The same posts are appearing on all the non-subscription forums, except the Aristo Forum. Not only that, it seems that there is only ONE person with a complaint. Do consumer complaints actually have to be aired on a train forum? Most of the folks I know, pick up the phone, call Navin, and get their problem resolved. I hardly think that one dissatisfied customer out of thousands justifies such a waste of space on forums, usually used for constructive dialogue between G scale enthusiasts. Lets stay on track here.
To get a problem fixed, especially by a corporation, you sometimes need to make people aware there IS a problem. Pointing out that asking TECH SUPPORT for an answer to a simple question and being told "send it in for repair" or asking them to send wiring diagram and getting NO response is not "bashing", nor is conveying my opinion that the way it was handled will affect future purchases..... As for the Aristo forum, many posts simply disappear if they are in any way critical of Aristo.
When I find exceptional customer service, I make a point of reporting THAT too. Life isn't all sunshine and roses, and none of the manufacturers are perfect. And perhaps someone totally unrelated will read these posts and realize they need to make an improvement to ther own customer service.
If you feel what I say is a waste of time, then feel free not to read anything I post, ever, if it makes you happy.... There IS a back button on the browser
I hear and understand, I've been upset with most of the companies from time to time then life goes on. There are only a small handfull of companies in this tiny area of the hobby. thus you learn to work with everyone. Over the years I've gotten to know Navin and the others and believe me they get over whelmed on days also. Not a reason ,I know. But life goes on and the good thing is , you now have shared with others how to figure the answer out.
Sounds to me like your more mad at not getting the answer you want. he did answer you. But in the time it takes you to type all this out you you tested and answered your own question.
Is it REAL? or Just 1:29 scale?
Long live Outdoor Model Railroading.
Marty, not mad, more.... dissappointed. It seems more and more US companies have embraced mediocrity, or the wally wurld mentality (sell it, and forget it, there's always 10 complacent customers for every one that actually expects something for his money)
Sad,
But I'm done with the subject
Ian P - If a man speaks in a desert where no woman can hear, Is he still wrong?
dwbeckett Like MOST manufactures it's called $$$$$$$. Dave
Byron
I had the same lost order, bad card number, etc. experience.
It's NOT Navin. Navin does not process the order nor do the CC stuff.
But, you have to think about who gets to take the heat. The boss or his workers?
That's all I'll say.
By far, the majority of my experiences were good. But when it got messed up, I heard all these excuses. I finally figured out the root cause and try to keep that person out of the loop. When that happens, everything is fine.
Navin is the good guy.
Regards, Greg
Visit my site: http://www.elmassian.com - lots of tips on locos, rolling stock and more.
Click here for Greg's web site
I had similar problems with Aristo.
A RS1 and SD45 "first distrabution immediately after release" out of the box would not run.
I attempted to get advise from Aristo.
All Aristo said was return it to us. I also had to prove it was not out of warrenty, (AGAIN NEW RELEASE).
I had to pay postage both ways.
This was the case with their live steam immediately after first disrubution. It had steam leaks in several places.
They attempt to tell me it was my fault. They said I did not put water in boiler.
When I asked them how I could see boiler leaks if I did not put water into the boiler.
They did repair or replace. it cost me about $50.00 shipping each way.
What really got me a laugh. When I complained about paying shipping both ways. They told me to take it back to the dealer and then they would pay shipping.
I told them I purchased it mail order because no one around here sold Aristo products.
They commented that I should pressure a dealer to sell Aristo.
I told Aristo that was not nesserary. I WOULD NOT be purchaceing another Aristo product.
I HAVE NOT.
I do have a question. Does your "Back to the Future III" engine fuff out Green, Yellow, and Red smoke?
Does it make the jump?
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