richhotrainJust when I was getting ready to reply to AEP528's latest tirade, riogrande5761 goes ahead and does it for me. Thank you, Jim, I agree wholehearted with each and every point that you made in your reply. Rich
Glad I can be useful as well as ornamental!
Rio Grande. The Action Road - Focus 1977-1983
FAST FORTYOnly 5 days to get out to Wyoming.
Mark P.
Website: http://www.thecbandqinwyoming.comVideos: https://www.youtube.com/user/mabrunton
AEP528 nealknows Many retailers have their ways of operating their business. The conversations here go from happy to downright ugly. Why people feel they have to do this here is beyond reasoning. . . . So, can we get back to our modeling instead of ranting? I continually point out the naive, intolerant, entitled Facebook-like attitudes on this site but no one ever listens. Instead we get people who constantly repeat their entitled, narrow-minded opinions, and others who aren't actively modeling but have all the time in the world for get-off-my-lawn, kids-these-days rants. We get the people who talk about all the eBay purchases they make, and then complain they don't have a local hobby shop or can't get what they need online from a one-person business. Here's how I support the hobby: I subscribe to multiple magazines I buy from local shops first I buy from retailers that advertise in the magazines second I buy direct from manufacturers third I don't buy from eBay I don't buy from Amazon If you're not supporting the hobby manufacturers and retailers, then don't complain. I once made a large purchase direct from Rix, in preparation for building a grain facility on my layout. In the box was a hand-written thank you from Rick and an extra package of details. Business owners in the hobby want to do their best. The problem is the increasing number of modelers who want instant gratification and take to the internet to rant the second they don't get it.
nealknows Many retailers have their ways of operating their business. The conversations here go from happy to downright ugly. Why people feel they have to do this here is beyond reasoning. . . . So, can we get back to our modeling instead of ranting?
Many retailers have their ways of operating their business. The conversations here go from happy to downright ugly. Why people feel they have to do this here is beyond reasoning.
.
So, can we get back to our modeling instead of ranting?
I continually point out the naive, intolerant, entitled Facebook-like attitudes on this site but no one ever listens.
Instead we get people who constantly repeat their entitled, narrow-minded opinions, and others who aren't actively modeling but have all the time in the world for get-off-my-lawn, kids-these-days rants.
We get the people who talk about all the eBay purchases they make, and then complain they don't have a local hobby shop or can't get what they need online from a one-person business.
Here's how I support the hobby:
If you're not supporting the hobby manufacturers and retailers, then don't complain.
I once made a large purchase direct from Rix, in preparation for building a grain facility on my layout. In the box was a hand-written thank you from Rick and an extra package of details.
Business owners in the hobby want to do their best. The problem is the increasing number of modelers who want instant gratification and take to the internet to rant the second they don't get it.
1:Mags no longer have much of intrest to me, rairly an artical I would read.
2:no local shops are here (and I live in an area with a very large population)
3:can't buy what you don't know about
4:they will not let me in many cases
5: no e-bay ? No one else has what I want except on rare occasion
6: don't buy on Amazon, I rairly do for the hobby, they just don't have what I need
The turntable is moving, away from magazines, LHS, Facebook attitudes and is coming to a stop back at Tony's Trains.
A couple pages ago someone convinced me that they own DCC Specialties. A week ago Larry Puckett did a Youtube video on the PSXX circuit breaker and said he was in touch with Larry Maier, the developer of the breaker regarding a design issue. The impression I got was they are actively working on that end of the business.My question is What is Larry's role in Tony's Trains.
Henry
COB Potomac & Northern
Shenandoah Valley
AEP528I continually point out the naive, intolerant, entitled Facebook-like attitudes on this site but no one ever listens.
AEP528We get the people who talk about all the eBay purchases they make, and then complain they don't have a local hobby shop or can't get what they need online from a one-person business.
AEP528Here's how I support the hobby: I subscribe to multiple magazines I buy from local shops first I buy from retailers that advertise in the magazines second I buy direct from manufacturers third I don't buy from eBay I don't buy from Amazon
1. I subscribe!
2. I support them whenever I can, but please see above.
3. Like Tony's? Seriously though, online retailers are my best option.
4. The ones that offer this don't offer what I'm looking for.
5. Hard to find some items without this option. I utilize it and there is nothing wrong with that.
6. Agreed.
AEP528If you're not supporting the hobby manufacturers and retailers, then don't complain.
AEP528I once made a large purchase direct from Rix, in preparation for building a grain facility on my layout. In the box was a hand-written thank you from Rick and an extra package of details.
AEP528Business owners in the hobby want to do their best. The problem is the increasing number of modelers who want instant gratification and take to the internet to rant the second they don't get it.
I too have posted my own personal rant on this forum before, but it wasn't because I didn't receive instant gratification. It was because I had a legitimate problem with a manufacturer's product and their response was "sorry about that". Zero resolution was offered. Even after their "sorry" response, I requested a reasonable fix that was fair for both parties and would have required me to wait an extended period of time before resolution. Denied.
Perhaps empathy for both sides of a transaction is in order.
Mike
I've purchased many things from TTX. Most times shipped promptly. The orders that took some time was waiting for an out of stock item to restock. They held up an order once because I ordered 5 LEDs and only 4 was in stock. It happens.
It's not a life or death situation. I don't need the decoder to get to work in the morning. So I can wait. They program Loksound decoders per order. Waiting for the programming can take some time especially if the tech is busy doing other stuff. I have a programmer so I order mine blank but they tend to frown on doing that. Sometimes the ordering software will not allow an un- programmed decoder to be ordered. But a follow-up email will usually clear things up.
Pete.
I just stumbled accross this thread and thought I would give my 2 cents worth. I placed my first order with TTX a few weeks ago and recieved the order in about 5 days with no issues. My second order with them shipped today. So for me its been good so far.
Yes, two recent orders took a week or so to ship.
"The true sign of intelligence is not knowledge but imagination."-Albert Einstein
http://gearedsteam.blogspot.com/
It's January 2024. I was in communication with TTX until New Years. Eric was sending me a link to pay, and he would ship out what I needed. (He had helped me to resolve a problem with a short.)
Nothing happened after that, and no one answers the telephone. Pressing 1 to speak to next available person goes to a message still says they read emails frequently, No change listed for open hours.
I presume the must take off time in the winter. Strange considering how prompt and helpful they've been in the past, either on the phone or at conventions.
Traynor It's January 2024. I was in communication with TTX until New Years. Eric was sending me a link to pay, and he would ship out what I needed. (He had helped me to resolve a problem with a short.) Nothing happened after that, and no one answers the telephone. Pressing 1 to speak to next available person goes to a message still says they read emails frequently, No change listed for open hours. I presume the must take off time in the winter. Strange considering how prompt and helpful they've been in the past, either on the phone or at conventions.
I suspect that is the issue here. TTX has interuptions in business for a period of time due to personal or macro issues but don't seem to communicate to the customer what's going on, just left hanging. Try not to catch TTX during one of those times, LOL.
- Douglas
I don't care what problems a business has, that is for them to resolve. I expect good service from companies I do business with. If there is a reason they can't do that, at the very least they need to communicate to the customer why they can't do that. If they won't do that, I'm not going to be patient or understanding.
I first tried to contact TTX by phone and got a dead end. I sent them an email inquiring about a suitable replacemet decoder for a 20 year old loco. That was five days ago. Still no reply. That is inexcusable. They did manage to send me an email notice about a clearance sale, as if I care. Monday, I will contact one of their competitors who hopefully values my business more.
Companies that fail to provide good service to their customers are soon enough going to find out they are no longer their customers.
John-NYBW I don't care what problems a business has, that is for them to resolve. I expect good service from companies I do business with. If there is a reason they can't do that, at the very least they need to communicate to the customer why they can't do that. If they won't do that, I'm not going to be patient or understanding. I first tried to contact TTX by phone and got a dead end. I sent them an email inquiring about a suitable replacemet decoder for a 20 year old loco. That was five days ago. Still no reply. That is inexcusable. They did manage to send me an email notice about a clearance sale, as if I care. Monday, I will contact one of their competitors who hopefully values my business more. Companies that fail to provide good service to their customers are soon enough going to find out they are no longer their customers.
John, not referring to you specifically, just pointing out my view of this problem in this industry.
And there in lies the problem. Good service costs money. People with knowledge and skills expect to be paid a living wage. Retail rents are higher than warehouse space.
And everybody today wants Rolls Royce service at Hyundai prices.
If you expect to buy everything at just above wholesale, maybe you need to be your own expert?
I managed a train department in a hobby shop when I was a young adult. I worked in model trains stores/hobby shops from the time I was 13/14 years old. I did repairs for customers in the first shop I worked in as young as 15 years old. I gave my customers great service - BUT - there was no internet, or Email, or text messages for people to expect "instant gratification".
It was a tough business when customers paid retail, these days, even buying a lot of stuff direct from the manufacturers, the profit margins are just not there.
Not being a DCC user, and being able to do all such work myself if I was, I have never seen anything about Tony's that would make me a customer.
Especially since there are lots of places closer to me with good prices and fast shipping - OR - places that also have good selections and good prices who are only an hour or so away for a nice Saturday excursion.
But again, these all are very small buisnesses, with small staffs.
Sheldon
I am really surprised at the lack of communication being reported for Tonys Trains Exchange. Very disappointing.
Rich
Alton Junction
TTX and the CMX track cleaner is why they are known if I remember correctly. It is still the best track cleaner in my opinion if you have the engines that can pull it, trouble is that a lot of the newer stuff can not pull it that even on a 2% grade due to the fact they need to make room in the engines for all the do dads people want now, decoders are not very heavy or speakers etc.
ATLANTIC CENTRAL John-NYBW I don't care what problems a business has, that is for them to resolve. I expect good service from companies I do business with. If there is a reason they can't do that, at the very least they need to communicate to the customer why they can't do that. If they won't do that, I'm not going to be patient or understanding. I first tried to contact TTX by phone and got a dead end. I sent them an email inquiring about a suitable replacemet decoder for a 20 year old loco. That was five days ago. Still no reply. That is inexcusable. They did manage to send me an email notice about a clearance sale, as if I care. Monday, I will contact one of their competitors who hopefully values my business more. Companies that fail to provide good service to their customers are soon enough going to find out they are no longer their customers. John, not referring to you specifically, just pointing out my view of this problem in this industry. And there in lies the problem. Good service costs money. People with knowledge and skills expect to be paid a living wage. Retail rents are higher than warehouse space. And everybody today wants Rolls Royce service at Hyundai prices. If you expect to buy everything at just above wholesale, maybe you need to be your own expert? I managed a train department in a hobby shop when I was a young adult. I worked in model trains stores/hobby shops from the time I was 13/14 years old. I did repairs for customers in the first shop I worked in as young as 15 years old. I gave my customers great service - BUT - there was no internet, or Email, or text messages for people to expect "instant gratification". It was a tough business when customers paid retail, these days, even buying a lot of stuff direct from the manufacturers, the profit margins are just not there. Not being a DCC user, and being able to do all such work myself if I was, I have never seen anything about Tony's that would make me a customer. Especially since there are lots of places closer to me with good prices and fast shipping - OR - places that also have good selections and good prices who are only an hour or so away for a nice Saturday excursion. But again, these all are very small buisnesses, with small staffs. Sheldon
My comments had absolutely nothing to do with cost and everything to do with customer service. If something costs more than it is worth to me, I don't buy it, but I don't complain about it. I have written many times on these forum that I don't think the hobby has become too expensive. Current prices reflect inflation, which is a devaluation of the currency. When money becomes less valuable, it takes more dollars to acquire the same item than it did in the past. If one adjusts for inflation, the hobby is no more nor less expensive than it has been for the five decades I have participated in it.
My complaint about Tony's Train Exchange was the lack of customer service. I used to be able to call them on the phone, speak to somebody on the other end who could answer my questions and take my order. I understand that Covid changed how lots of companies do business, but that doesn't excuse poor customer service. I called them on the phone and was encouraged to contact them by email. I did that. I got no response. That is unacceptable. I wanted to do business with them. I wanted to give them my money, but they couldn't be bothered with responding to my email inquiry. For that reason, I will take my business elsewhere. If they can't give me good service, I'll choose to do business with their competitors.
John-NYBW ATLANTIC CENTRAL John-NYBW I don't care what problems a business has, that is for them to resolve. I expect good service from companies I do business with. If there is a reason they can't do that, at the very least they need to communicate to the customer why they can't do that. If they won't do that, I'm not going to be patient or understanding. I first tried to contact TTX by phone and got a dead end. I sent them an email inquiring about a suitable replacemet decoder for a 20 year old loco. That was five days ago. Still no reply. That is inexcusable. They did manage to send me an email notice about a clearance sale, as if I care. Monday, I will contact one of their competitors who hopefully values my business more. Companies that fail to provide good service to their customers are soon enough going to find out they are no longer their customers. John, not referring to you specifically, just pointing out my view of this problem in this industry. And there in lies the problem. Good service costs money. People with knowledge and skills expect to be paid a living wage. Retail rents are higher than warehouse space. And everybody today wants Rolls Royce service at Hyundai prices. If you expect to buy everything at just above wholesale, maybe you need to be your own expert? I managed a train department in a hobby shop when I was a young adult. I worked in model trains stores/hobby shops from the time I was 13/14 years old. I did repairs for customers in the first shop I worked in as young as 15 years old. I gave my customers great service - BUT - there was no internet, or Email, or text messages for people to expect "instant gratification". It was a tough business when customers paid retail, these days, even buying a lot of stuff direct from the manufacturers, the profit margins are just not there. Not being a DCC user, and being able to do all such work myself if I was, I have never seen anything about Tony's that would make me a customer. Especially since there are lots of places closer to me with good prices and fast shipping - OR - places that also have good selections and good prices who are only an hour or so away for a nice Saturday excursion. But again, these all are very small buisnesses, with small staffs. Sheldon My comments had absolutely nothing to do with cost and everything to do with customer service. If something costs more than it is worth to me, I don't buy it, but I don't complain about it. I have written many times on these forum that I don't think the hobby has become too expensive. Current prices reflect inflation, which is a devaluation of the currency. When money becomes less valuable, it takes more dollars to acquire the same item than it did in the past. If one adjusts for inflation, the hobby is no more nor less expensive than it has been for the five decades I have participated in it. My complaint about Tony's Train Exchange was the lack of customer service. I used to be able to call them on the phone, speak to somebody on the other end who could answer my questions and take my order. I understand that Covid changed how lots of companies do business, but that doesn't excuse poor customer service. I called them on the phone and was encouraged to contact them by email. I did that. I got no response. That is unacceptable. I wanted to do business with them. I wanted to give them my money, but they couldn't be bothered with responding to my email inquiry. For that reason, I will take my business elsewhere. If they can't give me good service, I'll choose to do business with their competitors.
John, I know, I rember that about you from prior conversations. But MANY others do expect champagne service at beer prices, and Tony's must try to attract those customers as well.
It is the great conundrum of this business right now.
ATLANTIC CENTRAL It is the great conundrum of this business right now.
richhotrain ATLANTIC CENTRAL It is the great conundrum of this business right now. The hobby may not be dying, but it sure is beginning to appear that the hobby shop is dying. I begin to wonder where I can buy what I need for my layout. Rich
The hobby may not be dying, but it sure is beginning to appear that the hobby shop is dying. I begin to wonder where I can buy what I need for my layout.
WAY back in 1978 when I ran the train department in a hobby shop, we could see this coming. There was more and more discounting, the begining of the product revolution (Spectrum, Proto2000, Atlas/kato locos) was happening.
More prototype oriented modeling was growing, the amount of different items available was already expanding.
All these things meant stores would need to be larger, and have larger inventories but would also need to have lower prices. The only answer to that was to do more volume and buy most items direct from the manufacturers.
Mail order outlets and a few large retailers (like Kleins and Trainworld) were already doing this and offered mail order services as well.
It takes deep pockets - we tried to find investors for such a store, we did have one guy who was interested but he could not fund the whole project.
Our business plan was to open a full line hobby store the size of a small/medium grocery store. Trains and R/C planes/cars/boats would have been the main focus, along with plastic models, rockets, and some level of crafts/art supplies.
My offer still stands, if someone puts ups the money I will retire from construction, run such a store, and hire/find/train people to run it and keep it going past me. I know a few people who would be interested in helping me.
But that's just it, it's not real good investment from a bean counter perspective. Today, I would think such a store would need 10 million or more in investment capital to have a chance, maybe more.
Historically this business has had lots of shop owners who really did not have to make a profit.
I have known people who got in this business after retiring from any of those jobs where you retire early with a nice pension - police, fire, military, other government positions, etc.
I have known guys with good jobs who opened hobby shops and got their wives to run them half the time while they still worked their "real" job.
I have even known trust fund 30 year olds who's fathers backed their business, that was really just a hobby.
Hey, its a free country. But this kind of stuff hurts those who are trying to make a living and provide good service long term.
Then, back in the day, you had the "basement" dealers, before train shows. In business mainly to build their own layout at wholesale and help their buddies do the same.
We once had a small shop near our previous home here in Harford County MD. When that guy was ready to retire, my wife asked if I had any interest in buying his business - I laughed.
There are still a list of good train stores in my region, all are an hour drive or more.
But it is a tough business.
I will say this, I don't shop just based on price, but at my age and experiance level, I'm not really loking for a place where I can get questions answered.
I just want a good selection of stuff I need - that gets harder all the time.
The other problem today is getting stuff to sell. You hear all the complaints - I can't find track, when will Atlas make more - my preorder took two years (my recent one did) - XYZ canceled their ALCO PA locos in undecorated (that happened to me too) - Paint lines disappearing, you need 12 of these streetlights but you can only find 7 - they have not been made in 5 years, etc,etc.
At this point, I have 85% or more of what I need to build my layout - if I had to start over, I doubt I would, just from the standpoint of product acquisition.
BUT, I admit, I hate the hunt. In my perfect world there is a great big perfectly stocked hobby shop and I just stop in get whatever I need.
Rich, good places you can shop at from home:
Yankee Dabler - Bellmawr, NJ (near Phily)
Mainline Hobby Supply - Blue Ridge Summit, PA
Star Hobby - Annapolis, MD (especially good for Bachmann)
Tommy Gilberts Hobby Shop - Gettysburg, PA
And there are more - BUT,
Many of thes shops do not have fancy "shopping cart web sites", you have to call them and talk to a human, duringtheir regular shop hours, who will take your order.
And, as I have said, I have always had good service from Trainworld and ToyTrainHeaven - both are just the internet face for two long standing companies in this business.
Do you have train shows in your area? Do you go? Have you ever? I find them good places to find stuff not currently in production - older stuff, often still "new in the box".
And the train shows here have lots of the small stuff vendors - scenery, tools, structures, small parts. That's why I go.......
I pretty much rely on eBay to buy new stuff from online retailers. I used to have three LHS within 20 minutes of my house, but all three are now long gone. When I built my new layout (2018-2021), stocking up was a real challenge since I could not buy everything in one place.
Complaining about a lack of response about an order or recently purchased item is justifiable.
Complaining about a lack of response to a question about a 20 year old item which would require someone to take time to research an answer is, in my mind, maybe not as justifiable.
maxman Complaining about a lack of response about an order or recently purchased item is justifiable. Complaining about a lack of response to a question about a 20 year old item which would require someone to take time to research an answer is, in my mind, maybe not as justifiable.
Would it be too much to ask for them to at least send a reply saying they don't know the answer? Simply ignoring the inquiry is not the least bit justifiable. They have lost a customer through their indifference.
ATLANTIC CENTRAL John, I know, I rember that about you from prior conversations. But MANY others do expect champagne service at beer prices, and Tony's must try to attract those customers as well. It is the great conundrum of this business right now. Sheldon
I think the issue seems to be a lack of communication when TTX is away from their business for a while.
Its the age of technology. Before leaving, simply put an auto-voice recording saying that you will be away and won't return until a certain date. Email has the same feature.
It takes 2 minutes to flip on the auto recording and auto email response systems before you leave.
Kinda weird that they don't bother doing this, but maybe their is more to their periodic lack of response.
Emails get lost all the time. Sometimes they just end up in the wrong folder and a buisness can have a lot of folders. When I deal with important e-mails there is always a follow up either by e-mail or another source to make sure they got it. I have text mesages that showed up a week later after sending just out of the blue too. Retail can suck, I often have to boister retail workers who had to deal with some stupid customer. I worked in retail awhile, a lot of us end up as germaphobes for a reason, just to show how retail can be.
I just saw this thread. I noticed the OP first posted this in mid-March 2023, which was the same week I made my most recent order trom Tony's Trains (March 18, 2023). My order arrived on April 1, 2023, so roughly two weeks plus a few days. I know they're not a large operation with a lot of staff to handle orders, and my order required the loading of a sound profile into an ESU decoder, so I understand they don't ship out the next day like some of the larger OHSes do.
Doughless I think the issue seems to be a lack of communication when TTX is away from their business for a while. Its the age of technology. Before leaving, simply put an auto-voice recording saying that you will be away and won't return until a certain date. Email has the same feature. It takes 2 minutes to flip on the auto recording and auto email response systems before you leave. Kinda weird that they don't bother doing this, but maybe their is more to their periodic lack of response.
That would be a perfectly acceptable practice to me. What isn't acceptable to me is being ignored and left in the dark as to why.
Just to add my 2 cents 3/21/24 While I have seen a spectrum of reviews on TTX, I can only speak that: although we had talked about a replacement motherboard for a PowerPax unit in December not yet received, I also just ordered a Digitrax DCS240+ from them last weekend and now BOTH DCS and NEW Power Pax are in my hands as of this moment, so no complaints from me at this time!
MORGAN S LONG Just to add my 2 cents 3/21/24 While I have seen a spectrum of reviews on TTX, I can only speak that: although we had talked about a replacement motherboard for a PowerPax unit in December not yet received, I also just ordered a Digitrax DCS240+ from them last weekend and now BOTH DCS and NEW Power Pax are in my hands as of this moment, so no complaints from me at this time!
Fits with my theory that they don't really show up for work every day. They wait for a certain critical mass to build...product orders....emails...phone messages.... before stuff gets taken care of. The pandemic taught some businesses that they don't have to always go back to the way they used to do things.
No bother. Its their business and just the way it is. Accept it or go elsewhere.