MTH Customer Service

[dbaker48]

I cannot help applauding a company when I see good customer service practiced. I place customer service even above quality issues. Anyone can make a mistake, but good customer service corrects that mistake. In a thread I posted regardin TMCC and DCS compatibility, Bob had made mention of a material compatibility issue regarding zinc plating. He then indicated MTH had contacted him regarding his post and they are attempting to resolve a solution. Quite impressive !!!!!

I had sent MTH an email regarding the compatibility question, (not really expecting a response.) Surprise, surprise.... here IS the response.

Thank you for your email message expressing your interest in learning more about compatibility of the M.T.H. DCS system. We certainly appreciate your interest in our digital technology and look forward to your continued support of M.T.H. Electric Trains.


DCS can be operated with any AC transformer, including the Lionel ZW and Powerhouse Blocks. In addition, it is possible to upgrade older locomotives, including some from Lionel for command operation with DCS. You will need to upgrade the locomotive with the Proto-Sound 2.0 sound system which has a built-in DCS receiver. You'll find more details about the upgrade program by clicking <http://www.protosound2.com/upg/index.htm>here.


In addition, DCS can operate any non-command equipped locomotive remotely through the system's variable channels. This functionality is explained in the DCS manual which you can download by clicking <http://www.protosound2.com/service.asp>here.


Sincerely,


M.T.H. Customer Service


With this type of customer service, and the good quality I have seen in the products I have looked at, I think MTH is a secret that will evolve to the top of the list. They have me as a customer!!

[:D][:D][:D][:D][:D]

[laz 57]

I SAY BOO to there coustomer service.
First they did not put the side rods on my tender of my MTH Virginian Triplex.
Second, sent them 4 e-mails and finally had a gal say she would send it to a technician, that was 2 weeks ago and still NO response.
This engine never should have left the plant without a Quality Control person checking it out.
I SAY BOO!!!!! to MTH.
laz57

[dbaker48]

Las57 -- I too would be very frustrated ! As you know it only takes 1 Ah ----[censored] to wipe out 10 atta boys.

Maybe since MTH customer service has monitored this forum, they might see this thread and get you the service and response that you deserve.

Regards,

[laz 57]

DON,
I hope so?
All their other stuff I bought is just great.
I just keep on spinning my wheels on this one.
laz57

[Anonymous]

MTH's customer service is outstanding. You can't get any better than them. They get an A+ from me.[tup][tup][tup]

[prewardude]

QUOTE: Originally posted by laz 57

I SAY BOO to there coustomer service.
First they did not put the side rods on my tender of my MTH Virginian Triplex.
Second, sent them 4 e-mails and finally had a gal say she would send it to a technician, that was 2 weeks ago and still NO response.
This engine never should have left the plant without a Quality Control person checking it out.
I SAY BOO!!!!! to MTH.
laz57

Laz, why don't you try posting this over on OGR? With the amount of traffic that place sees, I'll bet you get a response from MTH REAL QUICK!

Regards,
Clint

[dbaker48]

QUOTE: Originally posted by mthrules

MTH's customer service is outstanding. You can't get any better than them. They get an A+ from me.[tup][tup][tup]

mthrules - I can't help but ask, especially with your id name, profile info, and web reference. You wouldn't happen to have any inside connection with MTH, would you?

[ChiefEagles]

I have experienced great service from MTH when ordering parts. I have powered and "smoked" one of their dummies. Got parts right away. Some dely in getting the right ones identified but that was right during York so I bet they were out of the office.

Now on their upgrades to DCS PS2. Harder to do and really expensive. Easier to convert to TMCC and Railsounds. As stated before, PS2 steamer sounds are great. Their diesel sounds and horn is horrible.

[laz 57]

Thanks for the info CLINT but I think I'll stay with one forum for now.
Don't want a whole lot o people mad at me?
laz57

[dbaker48]

I was looking at the OGR forum for a similar thread, but got lost.

[FJ and G]

I have NOTHING but praise for MTH customer service. When something goes wrong, I call MTH rather than complain about it to others. I just wish other companies were as responsive. [:(] Like my leaning fence company.

[tmcc man]

Well, I had a similar "something" that Laz had.
For Christmas one year, I got the Railking N&W Powatan Arrow Set. The day AFTER I got it, the board went. When I took it to the authorized dealer to get it fixed, it was in the shop for not 1, 2, 3,4, 5, 6, or 7 weeks, but was in for 8 weeks. When he got the part in, he installed it, but behold someone screwing up the shipping numbers, sent him the board that did NOT have PS2, or DCS in it. I took it back to the dealer where I got it from, and he said "We have been having so many problems with the MTH products, and now I am getting fed up with it." He still carries some of the products, but sells a lot of the rolling stock and passenger cars, and a very small amount of engines.
I know another dealer that COMPLETELY liquidated his MTH products. He had a sale, and got rid of everything. He does not have one single MTH product there. anymore.

[prewardude]

QUOTE: Originally posted by laz 57

Thanks for the info CLINT but I think I'll stay with one forum for now.
Don't want a whole lot o people mad at me?
laz57

Gotcha. [;)]

[laz 57]

Finally made some headway today and called MTH.
Was transferred to parts and services and told them on tape my problem.
She latter returned my call and I was to have her paged when I call back.
I called back but she was on line with someone else and could get her today. So first thing tomorrow after work I will be in contact with her. I will let you know what is going on?
So things might be looking up?
laz57

[dbaker48]

With all the other activity that happened today, I don't think MTH would want to have 1 unhappy customer if they could avoid it. I certainly would expect that they would try to resolve the problem.

[laz 57]

DON,
I think you're right about them and having unhappy coustomers.
Sounds like I might get my fix?
I'm calling today at about 3.
laz57

[dbaker48]

Laz - When you get a chance post a pic of the engine

[laz 57]

Here's a pic notice no main rod and there is no slide for the piston.
It looks sick that way.



laz57

[laz 57]

I had just got off the phone with Midge fro MTH, heck of a nice lady.
We went over the missing parts and she will send them out to me but I have to send a bill of purchase to them.
So now I can and probably will take back my BOOs and give the MTH gang a YEAAAA.
I hope that QC will get better in the whole industry?
laz57

[dbaker48]

Laz,
Glad to hear the news.

[laz 57]

Faxed the info to MTH last nite.
Now we wait and see?
Hope it comes in this week.
I'll let you know.
laz57

[laz 57]

Well GIZ, It finally came in the mail today.
My main rod for the MTH Triplex.
A BIG CHEER goes out to MTH and especially the lady in charge of PARTS her name is MIDGE.

Thank you MIDGE, you are wonderful.
Anybody needs something MIDGE is the one to talk to.
Thanks again GIZ.
laz57

[prewardude]

Excellent! Glad to hear you got some satisfaction, Laz. [:)]

[mitchelr]

LAZ,

Glad to see you got some satisfaction from MTH and that the part has finally arrived.

I have one MTH engine a Western Maryland BL-2. I can't resist the WM. I guess it is the connection to my alma mater - Western Maryland College (named after one of the founding fathers of the railroad made a very large donation). Of course Western Maryland College wasn't really in "western" Maryland which confused people, so a few years back it was renamed McDaniel College. Just an interesting bit of railroad related trivia. http://www.mcdaniel.edu/120_224.htm

Mitch[:D][:D]