"TOO" much to ask!!! Internet Purchases addemdum

[Anonymous]

I recently purchased a loco from an prominent on line Train Store.
Well, I received said loco and it just wasn't operating properly. I inspected
said loco and found a stripped screw hole on the front coupler and the
screw kept slipping out and shorting out on the lead trucks.


Well. finally received the loco and no kidding they GLUED the part on with super glue.
HELL, I coud've done that and saved the shipping costs as well. So I guess this how
we are,Howed we get to this point??

Here is their e-mail to me about this issue and my monday morning reply.




Craig\\InternetTrains.com wrote:

Hello Dan,

I was told you called earlier today and were unhappy with your
locomotive and persisted you did not want to talk to me.

First off, I did not lie and I would have nothing to gain by doing
so. As with most returns, we hold of on making a final decision until
we see the product in person. In your case, the only thing wrong with
your locomotive was a simple screw. As we can agree, a screws only
purpose is to hold it's place and I simply fixed the problem and
made sure the screw held it's place and it did, thus, totally dismissing
the fact that the threads are stripped.

Keep in mind that at Internettrains we are more then happy to accept
returns, where as a lot of dealers would have had you deal with the
manufacturer directly right off the bat. On top of that, we would have
had to send the locomotive to Broadway after you shipped it to us just
as you would have had to anyway which would have taken at least 2-3 weeks.

I feel this matter was handled quickly and without incident; the
locomotive was repaired (they probably would have done the same thing I
did) and the screw is holding it's place.

At this point, I am going to let another person here handle this issue.

Sincerely,

Craig
Internettrains.com





OK how about I just stop Payment on the whole damn thing.
I paid good money for the loco, not to have a product that
needs repair right out of the box. And you did "B.S." me, you said
for me to return the loco and you checked your inventory
then and said that you had them in stock and you would exchange it!!!
And you can damn sure bet that this issue is damn sure gonna show
up on Railroad Modelers "Forums" Discussion board about various
states of customer service.

[Big_Boy_4005]

I understand your sense of indignation and outrage. When you buy something you expect it to work correctly. On the other hand if the problem is simple to fix, why go through the headache of returning the product.

Most manufacturers and dealers never want to see those products again once they go out the door. This behavior really shouldn't seem very strange coming from an online business, and makes a great case for buying from your local hobby store.

[Anonymous]

Sounds like he must have been a used car sales person. I can't understand this myself. Where are these peoples minds. If you take care of a customer they will come back again and refer friends as well. This seems to be the trend anymore in this country. Wants you bought it to bad for you. Its all about the dollar these days, and it seems more and more companies are treating people this way. We know when this happens to them they freak out ,but they keep doing it to others.

[Anonymous]

I wouldn't use super glue on this problem as silicone will work and let you take the screw out later.

Hobby Circle (down in Brooklyn) will do the same thing to you. But they did tell me to send the item back for an exchange. After SEVERAL e-mails and no answered phone calls I finally gave up and decided it was a $29.00 lesson. I bad mouth 'em every chance I get. It has cost them a lot of business, but they don't care

Bob

[AntonioFP45]

You guys are right. However, it is a judgement call as far as picking your consumer battles. It can be aggravating.

Recently I got a brand newProto 2000 HO GP9 from an internet company. When it arrived, I tested it immedietly. "Click-click-click" noises coming from the trucks. Turns out I had a couple of cracked axles housings. (common problem with Protos that sit on the shelf too long!)[

I bought replacement axles at a $1.30 each and basically solved the problem. Had the problem been the motor or a cracked body, Oh yes, the puppy would have been shipped back! Since the locomotive only cost me $40, I didn't mind the extra for the axles, especially when I saw that hobby shops in my area sold that same geep for $65.

Davis, I know you are annoyed (as anyone would be!) but consider repairing the screw. You can use CA or even install a "thicker screw". Then send that company a detailed e-mail and let them know that you've posted the incident on the Model Railroader Forum, which is viewed by "THOUSANDS" of modelers. Modelers that are potential customers!

If I were the manager, the least I would do is give you a "chunky" discount on a future purchase. Some companies will do things like this to keep customers.

Sit down and look at the problem. If you really are totally disgusted, then yes take the action you've indicated.

Cheers and good things to you!

[Big_Boy_4005]

Ask yourself this, did I get the lowest price by shopping online? If so, how can they afford to offer service at that price? Chances are if you sent the train back to them, they would only do what they suggested you do, but now there is the cost of shipping both ways, not to mention the time that you don't have your model.

While it does seem that customer service is dead, is it really worth going through all of the trouble to prove that point with an online dealer? I'm not trying to justify or condone that behavior, just explain it.

This may be one time when practicality and common sense need to take precidence over lofty ideals.

[nslakediv]

stick with your LHS and these problems would not exist, save a couple bucks and this is what you get. buyer beware.

[Anonymous]

Yes that is.... Now days it's up to the consumer to bring these problems up. It started with software companies used to have peeps find the bugs in there new programs. However, to them that was a waste of time/money, they could just let the end users find them. Then other companies caught on to doing this so they started doing it. The bottom line is they already have your money, so who cares.....

[Anonymous]

RE: Hobby Circle

I had a bad experience from them too, but it turned out alright for me. They kept running out of certain things and they continually sent me the wrong building in place of some track side shanties I ordered. Because of this, I got my money back for part of my order and got 3 free buildings to use for kitbashing :) However, I would not order from them again.

Places that have been great to me online: www.wholesaletrains.com www.discounttrainsonline.com www.hobbylinc.com

[Fergmiester]

Mr. Davis

You failed to mention who the disreputable culprit was. We all make mistakes but those who are too ignorant or arrogant to rectify their shortcomings deserve a good swift "kick".

If they want the big bucks then they have to earn it, just like the rest of us.

My rule is everyone deserves a second chance but only if they accept responsibility and atone for their shortfalls.


Regards
Fergie

[Anonymous]

I'll second that, please do mention what the store was, otherwise it does no good to us anyway.

On the side note, it seems many people got burned about hobby circle. If only I'd known it before I delt with him. I say him, because it is really just one guy there. And from my experience he isn't into conspiracy to cheat you - he is simply very incompetent, to the point that 7-year old child has more skills and brains.

[Anonymous]

I don't want to name the store as yet. I mailed off the loco to them and am waiting for it to
come back. I received an e-mail from them which I didn't expect. I should be getting it
back soon, we'll see. To glue or not to glue.

[AntonioFP45]

D_Davis, there's nothing wrong with naming the store. Again by you informing the store that you've put them on this forum, it would give them a further incentive to take care of cutomers.

Ditto on that Hobby Circle tip Wes_TraX.

I've never ordered from Hobby Circle, but I've read so many negative comments on them on this forum and on EBay, that I've decided not to take the chance! Again guys, the incredible power of printed information!

As I've mentioned on another post, I became excited when I saw an HO Altas SCL U-Boat on Ebay. Listed as "New In the Box", the highest bid was quite low ($26) for this $100+ locomotive. I could have waited til the last minute and "swooped" in to win the bid. Then......... I clicked on the seller's info. It was HOBBY CIRCLE.

As much as I would have liked that U-Boat, I decided not to take the chance. IMHO, it was not worth the potential aggravation.

Cheers!

"Caveat Emptor" Let the buyer beware!

[Anonymous]

OK, I'm dealing with Internet Trains. And what really ticks me off is that this
summer and fall I've spent nearly 800.00 with them. I purchased a BLI loco
last summer, liked it so well I went and purchased another this fall, 2-3 weeks ago
and this loco is the culprit. Korean craftmanship/american service. But the loco
that runs good---runs good.

[Anonymous]

I always appreciate when others speak up about their not so pleasasnt experiences with suppliers.

[Anonymous]

Was the on-line store not mentioned in D_Davis original post? Internettrains.com? If I were to spend that much on a BLI I would expect a new engine if anything was wrong with it. If they had informed me that I had to send it back to BLI, I would do it.

[Anonymous]

The main issue is that the customer rep. at Internet Trains said that they would
replace the loco. So I spend extra in shipping costs to have them "glue" it and
send it back to me after they said it would be "REPLACED".
I COULD HAVE GLUED IT!!!!!!

[Anonymous]

Send it back to them again and say that you wanted to replace the couplers (everybody does that) and found out that you can't because someone glued the coupler through the screw hole. Now you can't take it apart or replace the coupler.
Or just tell them that you can't get the body off now because of the glue. I just bought on ebay a LifeLike SW9 and you have to remove the couplers to take the body off. If the coupler is glued on, you can't take it off. That's ridiculous. BLI engines are anything but cheap. You paid a lot of money for it and it should work PERFECTLY (until you misalign some track and derail it yourself).
One thing you can try... bring up the Better Business Bureau. Company's don't like dealing with them, and don't want to be on their bad list. Also, I work for the computer department in my County, and I conveniently mentioned to a customer service person that I was up there and needed to put her on hold a second. When I came back to her... completely different tune.

Good luck, keep us posted.

[Anonymous]

I'm assuming you paid the "NEW" price for your BLI and not a "REPAIRED" or "B STOCK" price. Glueing the screw in is unacceptable on a new locomotive. Cost adjustment or replacement is in order.

[Anonymous]

I had unfortunate experience with Internettrains. I placed an order, then a couple of hours later called to add some other things. My orders usually run $300+ at a time. They created separate order and linked it to my original order. Well, that's fine I thought. Then I get email notice that my initial order already shipped without added items. I am in Canada so shipping costs A LOT. I immediately call them, and inform of the notification. Again I was very pollite as I could understand the mistake, so I just asked to stop the shipping and ship later when they have all the items (apperently lot's of stuff they have is backordered)
The guy I spoke was Mark. And he basically said "Too bad, nothing I can do" I persisted but he abruptly interrupted me and again said to what essentially ment "tough luck"
I then kept calling and got to a person named Kelly. She was very nice, went and checked if order has left the warehouse, turns out it didn't so she aranged everything.

After this has been resolved I emailed steve (@) internertrains.com where I thanked Kelly and described my negative experience with this other employee Mark.

Moral of this - online or offline store, it comes down to individual people and how good they do their job.

Note to topic starter - do email to steve @ internettrains.com describing the problem.
As I understand he is the owner.
Also try Kelly @ internettrains.com - she may also be of help.

As a final resort do consider CC chargeback or at least warn them. They really don't want chargebacks as it hurts their rating.

Note to Mark (if you are reading this) : next time you have a similar case, don't be lazy to walk to the warehouse and check if order has left . It is cheaper than having this bad publicity for your employer all over the Internet for many years to come.

[Anonymous]

Thanks for the input and e-mail adresses. I will use them tomorrow. I want them to
pick up my shipping charges at this piont as well. Due to the fact I sent them the loco
once and they dropped the ball.

[Anonymous]

To me, that one locomotive will never be truly fixed until a worker is assigned the task of rethreading that screw hole and installing a new screw that actually places tension on the parts held together by it in it's design.

Maybe I have a screw loose, but I expect mechanical repairs to the "Root" problem to be done by somebody or at least the two affected parts exchanged out at the manufactor.

It is kind of difficult not to come "unglued" over such a problem.

[Anonymous]

I was just on their web site ,and going to place a sizeable order. I think I will wait.
They wern't the cheapest anyway.
Ken

[Anonymous]

QUOTE: Originally posted by kennyt47

I was just on their web site ,and going to place a sizeable order. I think I will wait.
They wern't the cheapest anyway.
Ken

You may want to let them know that you will wait, and explain why. If they know there is a big discussion about what they did. They'll probably be more concerned to resolve this fellow's issue, now that it got bad publicity.
And they'll think twice next time they wanna screw someone else (and that by chance may be you :)