Walthers has some of the best customer service I have dealt with. I had an order that never arrived form Terminal Hobby Shop (about $50 worth), and it never arrived (lost or stolen). I called Walthers and they sent me the entire order again at no charge, only asking that I return the original package if it ever showed up, which it never did.
As far as LHSs go, Custom Railway Supply here in Colorado Springs has always gone above and beyond to help me with whatever I need.
I once boought an Intermountain covered hopper (N scale) that had a broken piece. I called the company thinking they would replaice that sprue. They sent me an entire new kit, no questions asked, and let me keep the kit with the broken part for spare parts.
I have also always had good service ordering from Walthers online. No complaints.
Ron
Owner and superintendant of the N scale Texas Colorado & Western Railway, a protolanced representaion of the BNSF from Fort Worth, TX through Wichita Falls TX and into Colorado.
Check out the TC&WRy on at https://www.facebook.com/TCWRy
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My list goes as follows. it has changed since today I got a great email from Bachmann
1. Bachmann
2 Walthers
3 Athearn before Horizon
4.Bowser because once they send you a part (small screws thaat they didnt put in) they wont send you anothe rpart that was missing from a different kit.
frisco1519 wrote:I would also have to put IHC at the top of the worst list. I purchased a new Santa Fe 2-10-2 and it arrived with a broken peice in the bottom of the box which was the air compressor. I e-mailed them several times with no response. I finally called and after a brief argument I had to buy the part. It cost me almost 12 dollars out of my own pocket to replace a piece that should have been covered by warranty. The part was about four bucks and they charged about 8 for shipping. The actual shipping cost was 39 cents. I have had other problems with them also and they just do not answer e-mails.
The mind is like a parachute. It works better when it's open. www.stremy.net
Modeling the Reading Railroad in the 1950's
Visit my web site at www.readingeastpenn.com for construction updates, DCC Info, and more.
https://tstage9.wixsite.com/nyc-modeling
Time...It marches on...without ever turning around to see if anyone is even keeping in step.
Like many of you, I've had excellent customer service from almost every company I've dealt with in the Model Railroad world. Most of these are small companies (compared to the way the rest of the retail world is headed), and even when they make a mistake they do everything possible to make it right. I've had good service from: Atlas, Bachman, BLI, Walthers, Standard Hobby, Toy Train Heaven, MB Klien (Modeltrainstuff), Trainworld, All electronics, Flying Scotsman, Empire, Tony's, Tower, and Cherry Creek. Sheesh I've been buying a lot of stuff.
I have received excellent Customer Service from BLI. They have sent out replacement parts without any delay and sent out replacement sound chips for the PRR J1 and Santa Fe 4-8-4 when I reported the chuffs not being 4 per rev. They responded quickly with QSI to solve the problem.
Athearn also replaced two handrails quickly without delay.
Both BLI and Athearn responded quickly and sent out the parts without charge or shipping costs.
Excellent service to both..
I have had Great customer service with Bachmann. I had one of their 2-8-0 steamers that I was running on standard DC power and the tender started smoking. Turns out the circut board fried. I mailed the locomotive and tender back to them and within 10 days, they mailed me an entire new engine and tender. Pretty good customer service in my book....
The worst customer service that I've experienced was with a company called Pacific Western Rails. Buyer beware......stay the heck away from them.....
Michael
Speaking of shipping..Atlas and Horizon has super fast shipping..Like I mention I order some detail parts from Atlas and Horizon on a Sunday by Thursday I had the parts..That's quick.Sadly Walthers take about 10 days from order to the date I receive the items..While I wish Walthers was quicker I can live with that 10 day period..
I will also mention all 3 has a 100% order fill rate to date..
Larry
Conductor.
Summerset Ry.
"Stay Alert, Don't get hurt Safety First!"
After Walthers bought Life-Like, I contacted them to see if I could get replacements for my cracked GP-9 axles. They were in the process of "digesting" their acquisition, but they kept me informed and gave me an estimated ship date. Once the parts came in, I got two full sets, free of charge.
I ordered a subway train from Trainworld about a year ago. I placed the order over the phone on Wednesday evening, about dinner time. The trains were at my door Friday afternoon. That's less than 48 hours, standard Brown shipping, from New York City to the Boston Burbs.
It takes an iron man to play with a toy iron horse.
That would explain why I haven't gotten an answer yet! I was asking them some questions and wanted to know the shiping charges to Sweden on some specific items I wanted to purchase but they just never replied! How can they get customers behaving like that?
Magnus
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Building the CPR Kootenay division in N scale, blog here: http://kootenaymodelrailway.wordpress.com/
I have had excellent dealings with Atlas (detail parts),Horizon and Walthers on ordering detail parts and other such items.
The only "bad" experience I had to date is Kato..I ask a specific question 2 years ago and still awaiting a answer.. That IMHO is inexcusable.
Broadway Limited (Aka Precision Craft Models.)
I have been rather lucky and cannot say the worst customer service.
Also both of the LHS's I go to offer first class service.