60YOKID,
I don't doubt that you have a dud, what I don't understand is why you are having problems with the service department at Bachmann. I have known many people with good experiances with their service, very few with bad, except those who require instant gratification and expect their loco back in two days by overnight delivery. That does not sound like you.
Have you weathered or painted the loco which would possibly make them reluctant to just replace it?
These locos don't actually have many gears, just a worm and the driver gear. Power is transfered to the worm via a rubber drive belt. The worm gear bearings are known to fail after MANY, MANY hours of operation (like on commercial/club display layouts), but it is possible they are bad or misaligned on your loco.
I suggest you return it again or call first and speak to the service department. I'm not saying or implying anything about you, and the miscommunication could be on their end, however, after following the Bachmann forum for many years, it seems most of those unhappy with Bachmann service where those who simply decided all Bachmann products where junk because they got one bad one.
As I explained, I've had a few duds too, and, I have had a few with minor issues I simply fixed myself. And, in my view, the little tweaks I recommended are "must do" for good performance, at least for what I do. My trains are long, locos must be able to back up with them, etc.
I use two 2-8-0's double headed and pull 40-50 car trains. I'm actually considering getting a couple more 2-8-0's and a couple more 4-8-2 Heavy's.
While I understand the factory DCC does have great slow speed, I have heard many who use DCC complain about other limited features of the decoders. Many I know with DCC use other plug in decoders or hard wire other decoders removing the Bachmann circuit board.
I use DC, Aristo Craft Train Engineer wireless throttles to be exact, and dispite the fact that some "experts" don't understand why, on DC all Bachmann locos run much better with the motor noise reduction capacitors removed. Some other brands of decoders also require this.
I just delt with Bachmann service as recently as last week, ordered some parts for kit bashing and to repair a mistake of my own. They went out of their way to understand my unique needs and provide what they could.
One more thing you shold know about Bachmann, except for specificly identified commonly needed service parts, they do not have a regular parts inventory. Most parts are salvaged from the returns. Those wiper plates for the 2-8-0's are one of the exceptions, they do have new ones and should be able to repair that, OR replace your loco. I have never known them to be reluctant to replace a loco, again, unless you somehow conveyed that you would rather they fix yours.
My other steamers include Proto, BLI/PCM, IHC, Genesis, Mantua and few older brass pieces. The Proto ones are the only ones I have ever found to be "perfect" out of the box. Everything else seems to require some sort of tweak or ajustment for good performance. So, for me, "Why pay more?" than Bachmann prices. And, admittedly, the locos Bachmann has chosen to produce fit my needs/wants better than most of the offerings from those others.
Sorry your having such a bad experiance, hope you get this resolved, I have 26 of Spectrum Steamers, two more on the way and about 5 more "on my radar". I have found them to one of the best values out there.
Sheldon