Amazing Response Time from Digitrax!

[simon1966]

Last night at about 7:00pm I dropped an e-mail to Digitrax to clarify a small technical issue regarding how to handle shorts with my Zephyr system. I frankly did not expect a response on a Sunday evening, and would imagine that they might have a few e-mails backed up in the In-box over the weekend. I was amazed to get an answer to my question just now at 7:15 am Central time. I just wanted to pass this on, because we always hear about problems with suppliers, so I thought I would pat Digitrax on the back publicly.

[tomwatkins]

I've had very few problems with my Digitrax system in the ten years that I've been running it. When I have had a problem or just a question the response has always been quick and helpful.

Have fun,
Tom Watkins

[Anonymous]

I just started using my Zephyr system, and am really impressed with the ease of use. I set up 6 different locos with decoders already and everything has been working great. Digitrax gave me a great product for the money.

[Adelie]

I've always had good luck with Digitrax via email. I am yet to have a problem (only had it running 8-9 months now), but send them a technical question or two about my design plans. Their answers have always been reasonably quick and extremely helpful.

[Anonymous]

I been using Digitrax for better then five years and have been very impressed with the company. Their customer service has always been FIRST CLASS.

I've even faxed them a wiring diagram to show them what I'd done so they could help me out.

Zana and AJ (the owners) are very personable to be with and don't always talk shop.

Have a good day
Bob

[JohnT14808]

Being a computer nerd, I would expect an issue discussed using email to be responded to fairly quickly. That's a given.
Businesses that take from December 9th to April 25th to deliver product that was "supposedly" released to the market in November kinda leave me in a quandry.
I finally am going to be getting my UT4R throttle tomorrow night 4 months and two weeks after I ordered it. It would be nice if there was some way that businesses could better determine how popular an item is going to be so they can set up timely manufacturing and delivery practices. Enuf said.

[Adelie]

QUOTE:
I would expect an issue discussed using email to be responded to fairly quickly. That's a given.

Oh John, if you are expecting that level of customer service these days, I'm afraid you are on the fast track to frustration and gray hair! I am finding that sort of customer service to be severely lacking anywhere, and I, too, make my living in the computer business.

For example, a series of emails and phone calls with a BIG manufacturer, where it took them over two months to issue an RMA on a failing cable modem. They failed to respond to on-line trouble tickets, emails and had 30 minute waits for phone service. When they were finally reached, they could not accept the fact that everything that could possibly be done to troubleshoot the thing short of taking the cover off had already been done, despite the fact that the process was described to them in detail. They finally issued an RMA when I offered to hit the thing with a sledgehammer and send them 3/4 of the pieces, with the other 1/4 going to the service provider along with a note to stop recommending the modem in question. Oh, and for an encore, then they shipped the replacement to an address that no one had ever heard of (including UPS), 3 states away. That level of customer service that is the norm these days, unfortunately.
[soapbox]

You really can't make this stuff up!

As far as adequate product availability after a new product is announced or orders are taken, that is usually yet another "fine kettle of fish."