Athearn Parts Service

[Anonymous]

A couple of weeks ago, while painting the trucks and wheels on a new Genesis 60' car, one of the very small (VERY small) rotating wheel bearings went wherever it is that little parts go when they fly off the workbench. After fruitlessly looking for it, I decided to email Athearn Parts to see if I could get one, plus a few spares for further disappearances.
A dozen arrived yesterday, postage paid at no charge. Now that's what I call service! There may be some problems with the Athearn/Horizon merger, but their parts department still works.

Angus Macdonald
Petaluma Valley RR

[Anonymous]

That sound good, Maybe they still have a parts person that knows how to keep customers coming back. Others should keep this kind of service in mind. Support and friendly service sells.

[Anonymous]

I'm glad to hear you got the parts.
I ordered a truck for my GP 60 through my local Horizon hobby shop 4 months ago and it's still on back order.
Maybe I should cut out the middle men and Email Athearn.

[Anonymous]

Hey Ray--I think it's worth a try!

[ericsp]

My only complaint about Athearn is that they do not offer enough of their products as kits. Other than that I am quite happy with Athearn.

[willy6]

Ray,
I e-mailed Athearn and told them I had defective wheels on my GP-60, got them 3 days later.

[Anonymous]

wow im glad to hear that their parts department is so awesome. i have never delt with athearn before so this is really good to hear =D

[Anonymous]

Athearn is great for service. I was having a problem with one of my F6's. E-mail went back and forth, promptly i might add. They said send the loco in. Since live close to their plant I asked if I could come over. Yes was the answer. The took the loco in the back and gave me a whole new insides. The lady that fixed the loco has been with them for 23 years repairing locos. Then I got a tour of the plant. What an experience. Great service. And no cost. They have my business.

[Anonymous]

I sent Athearn an Email.
Hopefully the problem is with the LHS (only one within 70 miles) and I will start dealing directly with Athearn from now on.
I was starting to worry that Athearn parts were going to be hard to come by.

[Anonymous]

I recieved a response from Athearn already.
The part is in stock and has been the whole time.
A big [tup] for Athearn parts service indeed.
Now I can dust off the RPP GP60 project and get back to work on it.
Thanks

[Anonymous]

QUOTE: Originally posted by Ray Marinaccio

I recieved a response from Athearn already.
The part is in stock and has been the whole time.
A big [tup] for Athearn parts service indeed.
Now I can dust off the RPP GP60 project and get back to work on it.
Thanks

You need to let your lazy dealer know what you found out.

Bob

[ericsp]

QUOTE: Originally posted by TEFFY

QUOTE: Originally posted by Ray Marinaccio

I recieved a response from Athearn already.
The part is in stock and has been the whole time.
A big [tup] for Athearn parts service indeed.
Now I can dust off the RPP GP60 project and get back to work on it.
Thanks

You need to let your lazy dealer know what you found out.

Bob

I tried to get my local trains shop to order some dreadnaught ends from Branchline trains. I kept going in there for about a month and they would say they have not got around to ordering them. Finally, they told me they are not being currently produced. Branchline trains wants you to order through your local, so I went to my local Hobbytown USA and had them order them. They arrived about a week and a half later. As a result, I do not go to that local train shop much and when I order, I order from Hobbytown USA or through some other distributor.

[cnw4001]

I too had excellent service from Athearn dealing with wheels for the first run on their Bombadier Commuter cars.

Replacements came quickly after emailing the service department.

Dale

[Anonymous]

What an interesting thread. I have no problem paying a little extra to buy products from a manufacturer that stands behind its product. After giving up on Athearn as they seem to be moving away from kits to RTR, I think I may have to give them another chance. Sellers (whether it be retailers, manufacturers etc) that stand by their product and truly believe in "customer service" are getting harder to find and those that I find usually get repeat business. Sometimes price isn't the only determining factor.

[Anonymous]

You guys obviously don't run Athearn steam.

No parts to fix either the 2-8-2 or the 4-6-2. They don't when they'll be available either.

Oh, BTW, you have to repair it yourself, even though they broke while under warrenty.

When I ran diesel, I to was impressed with Athearn's customer service. When it comes to steam, not so impressed. The driving axle gear breaks to to faulty manufacturing, so you have to repair it.

[AntonioFP45]

Had good encouter recently, to my surprise! [:)][:D][8D][;)][8)]

My wife's cousin bought a brand new HO Genesis EMD demonstrater (SD70 or 75?)

When he put the locomotive on the tracks, it ran with a noticeable wobble. After carefully examining it, turns out the center axle on the front truck was bent. [:0][B)]

No hobby shop in town had a replacement. I sent Athearn an e-mail explaining the situation and requested pricing for the replacement part.

5 days later a small box arrived in the mail. Athearn sent 3 axles and a thank you! [:D]

That's customer service! [4:-)][tup]

[Virginian]

I called Athearn, and when they get the parts in (they had some but ran out), they told me they will be glad to fix a 2-8-2 or 4-6-2. Samhongsha is backed up on production it seems. You can mail it to them now and wait however long, if you desire. That's why I decided to fix it myself with a NWSL gear.

[CP5415]

I've never had a problem with Athearn's service.
Within a week of the last email they send to me, I have a brand new part in my mailbox.

Gordon