Internet Purchase Ground Rules

[rcsteamer]

Should a authorized train dealer selling on the internet replace a defective locomotive? Or, does the defective locomotive become a end user,manufacturer problem, with the dealer just saying "I'm sorry you have problem".

Sam Karpel

[Blueberryhill RR]

That's a good question. I would think that an authorized train dealer on the
Internet would be regarded the same as a Hobby store. I had a Lionel
engine, that I purchased from a hobby store and it would not run. I took it
back and they replaced it. Although, I have heard of hobby stores, who
have told customers to send the defective product back to the manufacturer.
I guess it would depend on what the defect was.

Chuck

[Anonymous]

Depends on (1) how the item was purchased (auction site, dealer web site, buy/sell board, etc.) and (2) the manufacturer's policies regarding defective equipment--some require that the purchaser return the itme to them, especially if the dealer you bought the item from is not an authorized service facility, as opposed to just being an authorized dealer.

These days, it seems that when you buy via the Internet, you're pretty much on your own because there really are no "standards" or "rules" governing such transactions. That's why the buyer has to do his homework first, and learn, in advance, all details relating to the transaction he is thinking of getting involved with. Most storefront dealers who sell on the Internet have their policy regarding returns, etc., clearly posted on their sites, including any restocking fees that might be involved if you want to return the item.

That, too, is why it pays to buy from reputable dealers who you know are reliable because (1) you have dealt with them in the past; (2) have been given high marks by other customers known to you; or (3) are consistently lauded on forums such as this one.

There are good dealers out there, and there are some dealers who don't come close to measuring up in terms of customer service. The Internet has de-personalized buying and selling to a large degree, and the term "buyer beware" has never been more relevant than it is today.

[eZAK]

"Should a authorized train dealer selling on the internet replace a defective locomotive?"

YES

Being an authorized dealer they are required to stand behind the product they are selling!
The only exception would be if you knowingly brought the product 'Used As - Is'.

If you don't get satisfaction with the dealer turn to the manufacturer.

[rcsteamer]

Pat; This was a brand new E6 Atlantic and Lionel lists him as a authorized dealer.

Sam

[Anonymous]

The bottom line is that if you pay by credit card (that is, not a debit card, but a real credit card) you are protected by Federal credit laws. If you return the item to the seller and ask them to refund your money or to repair the item, they have to do that or you can dispute the charge with your credit card company and you will be refunded. You have to return the item. And, this is SO VERY IMPORTANT, you MUST dispute the charge IN WRITING to your credit card issuer within 60 days of the charge. If you call the seller and tell them of the problem, and they tell you to send it to the manufacturer, you can tell them "No, I am sending it back to you and I want it fixed, replaced, or refunded." Send it back. You must no longer have the product in your possession. Be careful though. Lots of Internet based dealers know that if they run out the 60 day clock, you are out of luck. So, be careful if they say, “Sure, we’ll take care of it, no problem.” Make sure you specifically tell them that you want it all done and returned to you in perfect condition within 30 days. Tell them, specifically, that if they can not or do not fix it and return it in perfect condition within 30 days, that you want a refund. Some dealers will tell you that they are “working on it”, or “waiting for parts from Lionel’s factory in China”, or that they “will send it out next week”, etc. Do not let them run out the clock on you! You have 60 days to file that dispute in writing with your credit card company. After 60 days, no matter what the circumstances, all that your credit card company can tell you is that they are really sorry that you got stuck.

For Ebay and Paypal and that kind of thing, I doubt you can get much help. If your credit card was charged for the purchase, you are totally protected. Otherwise, you are out of luck.

Stick with the good dealers who have a good reputation. JusTrains in Newark, DE and Cool Trains in Salunga, PA are two of the absolute most honest, most reputable, and the very best.

I was always terrified of buying an engine over the Internet. and on my very first time doing it, the engine did not work out of the box. It was from JusTrains and they were totally and completely helpful and geuinely interested to make it all right. They tried to fix the engine and wound up sending me a totally new one and it worked fine. They responded right away. They called at each stage of things to let me know what they were doing and how it was going. I had the new engine in about 1 week after sending back the original one. It may have been less than 1 week, actually. They were awesome to deal with and I will buy many more engines from them.

For personal, professional, helpful service, I definitely also suggest that you check out Cool Trains in Salunga, PA (near Lancaster). Great service, great follow through, helpful.