I posted a thread in early January called "MRC Decoders What Can I Do" I had purchased an MRC sound decoder for my IHC 2-10-2 loco and had problems with the operation after installing it. Sounds were on and off at it's own will, it would stop and go for no reason and in any spot on the track. So I started the thread to find out what I could do to get it fixed.
Frank from MRC loged on and suggested I send him an email stating exactly what was wrong, so I did.
I also added two Athearn Genesis diesel locos that had problems.
I sent them out on January 8 2009. After almost two months and no status I emailed Frank asking did they receive them.
He emailed me back March 3rd asking for my last name, so I replyed with name and address.
March 9th he sent another email saying they repaired and sent back to me.
On 11 March I received them.
I have sent back Bachmann products on two occasions and received replacements within 2 weeks. In this case Frank said they test the decoders when the arrive and after they replace them so I guess 2 months isn't that long for getting service.
I hope to soon install the Brillance Steam decoder in the 2-10-2 and see if it works better and also check out the two Athearn Genesis locos.
As soon as I do I'll post an update.
Bill
I had a similar experience with MRC service. Not Good!
The end results were OK but the time involved was terrible!
I still like my MRC system but shutter to think I may have to rely on them for future service.
cliffsrr
I don't know.....last time I sent an engine to BLI for repair, now nearly three years ago, it was two months before I got it back.
There are really two issues here: length of time on turn-around for an item sent for repair, and also the very serious problems with the MRC decoders (of which, I believe, the Brilliance is one). I don't believe I can recall anyone saying they were dissatisfied with an MRC "system", IOW a DCC system. They seem to be quite good. Instead, it is the MRC decoders that so often produce questions from frustrated users on this forum. 'Nuff said in that regard...we've done that dance.
So, two months to get an engine, or three, returned...I would not get wrapped around the axle about that.
-Crandell
Hi!
You did better than I did (two years ago)! I didn't even get a response, and ended up solving the problem myself.
As I have had wonderful customer service over the years from Athearn, Walthers, Stewart and Bowser, Bachmann and Atlas, I was surprised that this "stalwart of the hobby" company wasn't up to par with the others. Oh, I also recently had a customer service situation with BLI, and they acknowledged up front that my repair would take 6 weeks, and as it took only 5 I was fairly pleased.
I know that reps from some of the companies read these forums, and wish they all would for they would learn a lot and it certainly would be more of a help than a hurt to their business.
Mobilman44
ENJOY !
Living in southeast Texas, formerly modeling the "postwar" Santa Fe and Illinois Central
Yes...Bill and Cliff do have a legitimate gripe. After reading this post I did look into the matter and they are 100% correct that their repair orders were here approx. 2 months. Why this happened, I'm still investigating, and I will try to make sure repair orders are expidited in the future.
When you do send an e-mail inquiry regarding the status of a repair, I do need your full name and address, to check the computer records, and physical invoices.
Also Mobilman44 if you had a bad customer service experience with MRC, please let me know what happened, so i can look into that also.
Frank-MRC
TO FRANK-MRC: Almost all model railroaders don´t like the MRC sound decoders, the sounds are bad, or poors, in comparison with other brands. Why can´t you be King, as in the DC controllers?. Thanks.
selectorSo, two months to get an engine, or three, returned...I would not get wrapped around the axle about that.
You can't be serious. That is a ridiculously long time to wait for a locomotive repair. And like David said, nothing happened until he called months later.
doc manago TO FRANK-MRC: Almost all model railroaders don´t like the MRC sound decoders, the sounds are bad, or poors, in comparison with other brands. Why can´t you be King, as in the DC controllers?. Thanks.
I recently spoke with an Athearn rep and inquired about the decoder problems they've been having. He told me they have been working closely with MRC to solve these issues and said to check out some of the new releases coming out. He said the sounds are actual recordings of the prototype loco and we should see a marked difference over the old releases.
I guess time will tell...
One thing I found very interesting about a recent generic MRC decoder I purchased was in the instructions. They basically said I would probably be happier if I had purchased the next higher level of decoder and if I wanted, I could return my new decoder along with $20 and receive one of the upgraded decoders instead.Frank-This does NOT instill a high level of confidence in your customers...
MRC isn't the Lone Ranger. I purchased a Digitrax DN143IP on Sep 27, 2008 from Litchfield Station. It was DOA. Litchfield Station couldn't replace it. Apparantly Digitrax insists that they handle all service issues. So I filled out the form at the Digitrax web site and sent it to them. After 2 months, I sent an email asking for a status. No answer. I sent a second email cc'd to Litchfield Station. I got an answer. They wanted to know:
> Can you give some info like the address to where this was to be shipped and if it was under a different name or hobby shop name
That was on Dec 5, 2008. On Dec 8, 2008, I received:
> It was shipped out friday Dec 5,2008
I got a brandy new decoder and two Digitrax pins!
Frank,
Thanks for the help getting the loco's and decoder repaired / exchanged. I still have not had the chance to check them out but will as soon as I construct another small layout.
What wasn't mentioned earlier is that usually there is a cost for repair. I did not pay for anything except shipping to MRC. So outside of the turn around time I feel MRC has stepped up and made good no their product.
i emailed them about a month ago about a product i was trying to locate unsucessfully , i explained that thier help would be appreciated in trying to find said item. I got an email 5 days later: "we dont manufature this item anymore" ... just those words and nothing else... on the bright side they did respond but their reply was not very helpful