Email back from BLI

[Fergmiester]

I have one BLI Heavy Mike and am quite happy with it, my sights set for other BLI's. However after reading this I will hold off and see what the outcome will be.

My latest dealings with Bachmann were very positive and though the Locomotive was no longer under warranty and the damage was my fault.

Bachmann erred by sending me the wrong part. Was unable to replace it and without prompting replaced the engine. How many manufacturers do you know would be willing to do that!!

Now that's customer service!!!

If BLI had sent me a snottygram like the one in this thread, that would be that, BLI would no longer be an option. Just ask Home Depot, as I haven't shopped there in over a year.

Good Luck and let us know the outcome

Fergie

[csxns]

Jimmy replaced the missing parts on my SD40-2 in less than two weeks i thought that was great now the unit is very noisy in reverse and it runs good with my two Atlas 8-40CW units.

[underworld]

WoW! I'll keep this in mind if I think about buying something from BLI.

underworld

[selector]

I thought I'd update my post. My Hudson died on the track for no apparent reason today, so I cleaned what I could get at (broke a contact tine while doing so [banghead] and tried a hard reset. Nada. Checked for power to the track...needle deflects nicely. Mind turns to warranty, and when I check the card, I had neglected to complete it and to send it in within the 30-day limit. (D'ohh!!!) [banghead][banghead]

Only thing to do was to e-mail Broadway service department and plead insanity. I got a reply at 1906 hrs Pacific, about two hours later. The answer? Please send it to us with $7.00 for return postage. It's not too late to send in your warranty.

Gee, I dunno, I kinda like these guys. [^] Guess where I'll plunk my $ for a K-4?

[NZRMac]

We had a nice visit from Kevin (I broke the rental car) Newsom and family at the weekend they were here on holiday.
Kevin had a look at the 2-8-2 and said I'd send it back.
So I'm sending my 2-8-2 back to Tonys ( I'm ringing BLI in the morning first ) I'll see what happens when Tony or BLI has a look.

Ken.

[trainboyH16-44]

I once sent a suggestion to Atlas asking them to make their H16-44 in CPR colours. they sent back a nice reply saying that the CPR had a slightly different model then the one that they were making, but if they do that tooling in the future, they will do it in CP.
I also sent an Email to BLI asking if the could do the SD40-2 in CP Rail. All they said was that they would consider it, and that was probably an automated message. Who has better customer service?
Trainboy

[NZRMac]

I rang BLI this morning and talked to Jimmy in Florida, he explained that there is new people in customer service and he had seen my email last Friday. They were all shocked and are waiting for their engineer to come down and have a look.

I had a great chat with Jimmy and have decided to send my 2-8-2 back to Tony's for service or something.

The SD40-2's are improving with development from the manufacturers and new ones will eventually run like clockwork.

Jimmy may not be staying in Florida he's not sure at the moment, he has given me his personal email should I have more probs.

The guy who answered my email isn't allowed to answer anymore!!

Ken.

[lesterperry]

I am not very impressed with thier service my self. I had to return a C&O T1 after only about 45 minuts of running time. It took 2 months to get it back only after I contacted a complaint dept. Who misteriously found it while I was speaking with him. He said it had just that day came back from Korea.

[knewsom]

Glad to hear you got in touch with BLI and they are going to fix it. You should get them to pay for the shipping back to NZ.

[rexhea]

Well, I got my BLI SW7 program chip back. The turnaround time was two weeks which is good. However, my 2-8-2 with the same problem as Ken's, is still in their locomotive hospital. They said to allow about 4 weeks.

REX

[selector]

I posted a response, but it has not appeared. If I duplicate, I apologize.

To sum up:

it appears that some of us are unhappy with our experience either dealing with BLI, or in runing their trains.

some of us are pleased in both those ways.

BLI is in the process of relocation.

Personally, I am uneasy with all of this. Did BLI apprise the MR world that they were doing this? I didn't hear of it. Have they actually let their QA diminish while at a vulnerable point in the firm's development? Do we hear signs of stress in the employees (I would think so, judging from the nasty-grams that some of you recieved)?

We also know that they stand behind their product. Too, we know that they have a problem with turn-around of repairs. It doesn't look good when repairs are tracked down and/or arrive on the desk the very same moment that the owner finally has to call and ask about it.

I would like to think that I will enjoy a second BLI loco ere long, but I will defer until I hear more positive regard for the company. It would REALLY HELP if the PR section printed a news release announcing the company's efforts to give better service and to crack down on QA problems.

It will have to be good, though, because some of us are looking elsewhere for relief of our loco-itis.

[chateauricher]

QUOTE: Originally posted by selector
Only thing to do was to e-mail Broadway service department and plead insanity. I got a reply at 1906 hrs Pacific, about two hours later. The answer? Please send it to us with $7.00 for return postage. It's not too late to send in your warranty.

Selector,

The laws in Canada regarding guarantees and warrantees are different. The consumer is not obliged to register for warrantee or guarantee protection. All he/she has to do is have proof of purchase (eg: store receipt) indicating the date of purchase.

Since stores in Canada sell a lot of manufactured goods either made in or intended for the US, warrantee/guarantee registration cards are usually included as a matter of course (cheaper to include unneeded pits of paper, than to pay for a separate packaging line for each country).

[NZRMac]

Well I've packed the 2-8-2 and waved goodbye to $55NZ for insured postage, she's off to Tony's for assessment.
Tony may credit me so I can get something else or he may have the answer and repair.

I almost had a tear, I've grown to like the wee steamer even with her jerky motion.

Oh well I shall await the outcome.

Ken.

[Anonymous]

Seems to me I've read that a company cannot deny warranty service if no registraton card was returned. Federal Uniform Commercial Code, maybe ?? You just need to prove purchase date through an invoice, etc.

I think sometimes that companies just want to get your name and address for various reasons. On the other hand, returning the card can enable a company to notify you in case of recall or update.

I could be wrong, but I would do my homework if I was denied warranty service for not returning the card.

Ken

[NZRMac]

I'm one of those guys that fills out the card almost before I use the whatever the card is for!

And Tony from Tony's Train Ex knows when I got it and what I'm sending it back for, so hopefully all will be ok.

Ken.

[selector]

Well, Ken, both of our locos are in the mail. I mailed mine yesterday afternoon. We should hope for a positive outcome.

As to the other responses with respect to warranty, you may be quite correct, but why place yourself in any position where you have to contend with a manufacturer? I should have sent the darned card to them promptly as they asked, and saved myself some angst.

Still, I appreciate your thoughts. Thanks.

[Pruitt]

Several years ago new FTC regulations went into effect that rendered the warranty card moot. You do not have to return the card in order for a warranty to be valid. What they are good for now is building the manufacturer's database of what products you bought, so that they can notify you of any enhancements or revisions. They also use them to send out flyers on new products they want you to buy, of course.

I have two of the heavy Mikes from BLI and have had very little problem with them. Somehow one of the journal boxes popped out of the frame and I had to do some disassembly to re-seat it, but it wasn't difficult. Other than that I've had no problems at all, though I did notice the elevated noise level when in reverse.