I have one of the older 2 truck climax that didn't run well, broken gears etc. that I haven't even tried to do anything with in years. I decided to send it in with my check for $45 to have it repaired under their lifetime warranty. They called to let me know it would need $90 to replace the parts and bring it up to new quality. Does anyone fully understand the Bachman warranty, or have you had anything fixed recently ? I agreed to the terms, as a broken Climax in a drawer isn't doing me any good, but I would like to know if I should make further inquiries.
Thanks ,
Philip
Well, their warranty is here: http://www.bachmanntrains.com/home-usa/service.php
Assuming that what you have is a Spectrum and HO, I don't think they should have wanted any more than $45 to repair or replace. But then again, it says "prices subject to change".
I think you are within your rights to ask for an explanation.
They did the same thing to me, returned it without repairing it, and didn't refund the $45.00, and was a newer three truck Climax.
Anyone want to buy a stuffed and mounted display Climax?
"The true sign of intelligence is not knowledge but imagination."-Albert Einstein
http://gearedsteam.blogspot.com/
While I have sent locomotives back to BLI for repair (3), I have yet to pay for a repair and they have always fixed it.
Tom
https://tstage9.wixsite.com/nyc-modeling
Time...It marches on...without ever turning around to see if anyone is even keeping in step.
As the owner of about 45 Bachmann locos of different types, I have had to return just a few.
Locos less than one year old, with ANY reasonable proof of purchase from a REAL retail outlet, are fixed or replaced for free.
Locos more than 1 year old are subject to the repair fee schedule - prices subject to change.
And, locos for which parts or replacements are no longer available, customers are generally offered some equal value and/or upgrade replacement choices - upgrades having some additional charge.
Bachmann did not always have a lot of parts, they are doing better on that now. They do not repair a lot of stuff, most items just get replaced.
Bachmann is known for replacing locos with one of a different road name and returning the decorated shell of your original loco - they have done that several times for me and other modelers I know.
As for Tom's comment about BLI, not sure how that relates to Bachmann, glad he has had good service from them. I wish my BLI service experiances had been that good. They simply did not have the parts needed to fix two Heavy Mikados I bought from them, and unlike Bachmann they did not offer a solution at all - no different loco at a "service" price, no free replacements, no correct parts at any price. I ultimately had to buy incorrect parts that fit a newer production run and modify them to work - completely tearing down both locos and rebuilding them from the drivers up.....
I often have suggested that judging by the brand is a bad idea. Not every BLI loco is perfect, not every Bachmann loco is a dud - in fact, most of the Spectrum line, and many of ther newer regualr line locos from Bachmann are very good. Years ago did a few specific models have some weak points - yes.
In particular, some runs of the Shays and Climax, the N&W J, and the early K4.
But I know modelers with all these locos who either made minor upgrades themselves or have simply had good luck with these same models......
If I look at cost vs problems, I will take my Bachmann fleet over my BLI fleet any day.......
Sheldon
As a follow up to my original post, I did recieve my climax, and it runs great. One thing I would do differently is list everything that needed repair, not just the major issues. I could see that the trucks, and driveshafts were new, and the electronics board had been replaced, but there were some minor issues, such as rear headlight, coupler, and broken running board that were not addressed. I never did get a clear reason for the charge, just that there were more than $100. worth of parts involved. The paperwork that was sent back with the model clearly states that for an item over a year old, or even if you bought it on ebay, is repair or replace with a new model for $45.00. When I called in with my credit card # the person that took my call questioned "why are they charging you $90.00?" She went and talked to the tech about it, but came back with the same response as before. She was going to try and get me more information, but then I was put on hold, and that was it. I know what you're thinking,"well, why not just call back?" I was on the phone for 1 hour, and 45 minutes listening to the same 60 second rotating message to get that far. I had had enough for one day. I do have my Climax back, so my loggers who have been trying to keep busy for the last ten years can get back to work.
Thanks,
At least it's working again, Philip. Thanks for the update.
Philip,
It's been some time since my expeience with Bachmann repairs, but I think they prefer e-mails. Also with an e-mail everything is in writing and nothing depends on either party's memory
My experience with them has always been good. and as they say "all's well that ends well"
Bob
Don't Ever Give Up
superbe It's been some time since my expeience with Bachmann repairs, but I think they prefer e-mails. Also with an e-mail everything is in writing and nothing depends on either party's memory
Bob,
That's exactly the method I prefer when dealing with anyone about a repair.
In the past I've e-mailed BLI about issues with three of my steamers. I tell them what I've observed/what I've tried and they usually respond back within 24 hrs. If I do have to ship the locomotive back it's accompanied by a letter with my contact information, RMA#, and a summation of the observations, issues and suggested/failed remedies that were mentioned in the e-mail.
I've done the same thing with my car repairs. Instead of reiterating to the repair shop rep the problems I'm having and what I've observed, I tell them generally what the issues are then I hand them a single sheet of paper with the specifics; with the intention for them to give that to the repair technician. I can't tell you how many times I've gotten a "This is GREAT!!" from the repair tech.
While interaction with manufacturers by phone is important and preferred in certain circumstances, e-mails have their pluses and their place.