After preordering Walthers' Empire Builder engine sets (and subsequently waiting since May), I finally recieved them early October. Unfortunately I spotted 2 bent hand rails (one on each side and directly opposite) and and cab steps bent inward on the 364A and one bent hand rail (same position) on the 368C. I called Walthers the following Monday about the faults and they gave the information so I could send them back. I got them back today and intially looked at 364A and was pleased. That was the left side. The right side rail, however, had not been replaced. It looks like they didn't even touch 368C, even though I had placed it back in the box so the damage would be visible. The photo was taken before I sent the engines and shows the left side of 364A.
I for one, became EXTREMELY displeased with Wm K. Walthers manufacturing division many years ago, when they discontinued ALL manufacturing of the in house products in the United States of America!
The same applies with their respective contract manufacturing also!
A very poor level of product support service from, Walthers I agree.
It looks like you need to repeat the process again in order to receive the model you had ordered & in the condition you expected it to arrive in.
Dusty.
Sorry your having trouble! However, I'm sure they will stand behind their products (I hope).
NP 2626 "Northern Pacific, really terrific"
Northern Pacific Railway Historical Association: http://www.nprha.org/
Run Eight I for one, became EXTREMELY displeased with Wm K. Walthers manufacturing division many years ago, when they discontinued ALL manufacturing of the in house products in the United States of America! The same applies with their respective contract manufacturing also!
I think I'll do that, although I'm not crazy about it. The work invoice mentions the shells were replaced with new ones from stock and "made sure that there were no issues with the handrails." It saddens me considering how much I paid for the sets (surprisingly the B-units are just fine) and the Southern 0-8-0 I ordered is just wonderful.
That Is disappointing. I have to wonder how their quality control works outside the country.
NP2626 Sorry your having trouble! However, I'm sure they will stand behind their products (I hope).
Same here, albeit somewhat dubious now. With luck, someone in the upper echelons will think "hmmm..."
Who did you preorder them from? Why didn't you just send them back to the hobby shop you purchased it from? Why even deal with Walthers. Either demand a replacement, or a refund.
When ever I buy something and its defective, I return it to the place of purchase. Not with the manufacturer. Let them deal with Walthers for warranty stuff.
I'm lucky, I have Caboose Hobbies as my LHS, and any time this happens they replace the item right on the spot, no questions asked.
Michael
CEO- Mile-HI-RailroadPrototype: D&RGW Moffat Line 1989
I ordered the sets from TrainWorld. I've been ordering from them since Oct '13 and haven't had a problem (15 previous purchases) with them. I considered doing just that but according to their policy they'll only accept items that can be resold. A) I don't care to send back flawed items. It's just dumping my woes on someone else. B) Since the manufacturer sent me [still-] flawed engines I'm nipping this in the bud. I'm not saying TrainWorld is without fault but I do understand their position. Nothing is 100% and there will be cracks in the system. Walthers, on the other hand, being the producer, is more responsible for quality control than a simple retail store. One would think a manufacturer who's been in business for 80 years wouldn't allow something like happen, but there it is. Why Walthers? A) Like I said, they've around for decades. B) So far, except MTH's DRG&W PA/B units, they've simply hapened to have the passenger cars and locomotives I've been wanting; so I'm not exclusive to Walthers. I have few other MTH as well as Broadway Limited items on my list. TrainWorld isn't exclusive. I went to needtrains.com for my PA unit and ebay for the B unit since TrainWorld was out (It felt like forever finding those units.). Honestly, I'm glad you have Caboose. I assumed since TW wasn't doing replacements other hobby shops weren't as well. Sorry for my nievete. I'll have to check them out.