I purchased an Athearn RTR RS3 at a train show about a week ago. Put in a Digitrax Decoder and had some problems. The engine would just stop, like you pulled the plug on the layout. Then it would jump back into action. Lights flickering. Then it runs o.k. for a few minutes... then glitches.
I called Athearn. After a chat about the loco and what I had done to trouble shoot the engine, I was asked to mail it in to the factory and they would give it a look.
Have any of you ever sent anything in to Athearn for repair? How is the service.
I've got several Athearn RTR locos... This is the first time I've ever had trouble with one of their products.
The Skipper
CEO Gulf Breeze & Holley Railroad
I've never had anything to go back to Athearn.
That being said, I would not be surprised if they either 1} didn't do anything in the way of replacing the loco for you as you installed {misinstalled?} the decoder yourself or 2} charged you to repair it to proper operating abilities because you installed the decoder yourself. In either case they may not be able to determine if the loco was defective before you installed the decoder so their warrantee, or if you "broke it" by installing decoder, even if "DCC Ready", so no warrantee.
You know the old "mechanics" sign: Labor rate: $69.00 per hour / LAbor rate if you worked on it first: $165.00
Of course, they could surprise you and send you a new one with the decoder already installed!!
Just my thoughts others may vary
-G .
Just my thoughts, ideas, opinions and experiences. Others may vary.
HO and N Scale.
After long and careful thought, they have convinced me. I have come to the conclusion that they are right. The aliens did it.
well.... I had a long talk with the customer service guy and he seemed to think that I hadn't done anything wrong. I've put several decoders in engines... it's just plug and play.... I've read a few blogs about the Athearn RS3 and several people have had the same problem.
The guy was real nice and sounded like to was no problem, just send it to them.
I hope it's that easy... I just haven't ever sent anything back....
galaxy I've never had anything to go back to Athearn. That being said, I would not be surprised if they either 1} didn't do anything in the way of replacing the loco for you as you installed {misinstalled?} the decoder yourself or 2} charged you to repair it to proper operating abilities because you installed the decoder yourself. In either case they may not be able to determine if the loco was defective before you installed the decoder so their warrantee, or if you "broke it" by installing decoder, even if "DCC Ready", so no warrantee. You know the old "mechanics" sign: Labor rate: $69.00 per hour / LAbor rate if you worked on it first: $165.00 Of course, they could surprise you and send you a new one with the decoder already installed!! Just my thoughts others may vary
How is anything you said useful to the OP??? You start off by saying you've never sent anything back to Athearn and then proceed with a completely negative diatribe on what might happen to him which was all unfounded since you yourself said you hadn't had to send anything back.
Jay
C-415 Build: https://imageshack.com/a/tShC/1
Other builds: https://imageshack.com/my/albums
I've had a couple of dealings with Athearn and both experiences were great. The first one concerned a Genesis locomotive with a faulty MRC board a few years ago. My dealer took care of sending this one in the repaired it was back in my hands in a couple of weeks. The second was with one of their Genesis Southern Pacific 52 seach chair cars that the lighting failed on soon after I purchased it. I sent this one to them myself and they returned it in good working order in less than a week. They are very customer friendly IMHO.
I betcha I know exactly what your problem is, bad power picks trucks front and rear. I say this because it was the same problems that plagued 4 of my Genesis F units or like my RS3 cracked axles causing it to hop more then start and stop. In all five cases Athearn C/S was stellar. They replaced all the trucks on all of the locomotives, threw in a set of widow glass that i offered to pay for and picked up the tab for shipping. Unlike Walthers who told me that a locomotive purchased at a train show even if it's still sealed in the packaging they consider it used., Now don't get me wrong I love Walthers C/S people to and we resolved the situation when I produced a copy of the sales receipt form the vendor i purchased from at the train show MB Klein who is also a stellar company to deal with. If you do not come away from this situation 100% satisfied with Athearn I will be completely surprised.
I had to add that one of my Genesis F units was equipped with an MRC board and the rest Tsunami's when I got them back they all had Tsunami's. I called them and asked what was up with that and the same guy said hey just good business and saving having to send it back. He said he saw by the receipts and the serial numbers that they were all new and the one with the MRC was one of the last ones shipped b4 they went to Tsunami
Athearn is a old line company and they will R/R it for you.
Send it in.
Larry
Conductor.
Summerset Ry.
"Stay Alert, Don't get hurt Safety First!"
I am glad to hear the positive comments about Athearn customer service. Last week I received an SD 40 through EBay (new and unopened) from a hobby shop in PA and when I tested it, neither the head lights or the beacon light worked. I have a call into them now but judging by the posts, I am looking for a good experience.
There's never time to do it right, but always time to do it over.....
I'd say odds re pretty good they can fix it. I say this because I have 2 of the RS3's. The first one ran just as described - constant stalling and flickering lights. After a lot of work coldering on new pickup wires and cleaning the bearing area I got it to run smoothly. In the meantime, I picked up a second one in a random roadname for cheap, the idea being if it ran better I'd swap shells. This ran perfectly out of the box! No modifications, just put in a decoder and away it went. So they CAN make ones that run just fine, they're just a bit inconsistent out of the box.
--Randy
Modeling the Reading Railroad in the 1950's
Visit my web site at www.readingeastpenn.com for construction updates, DCC Info, and more.
Had exactly the same problem with a new RS3 , had to send it to Athearn , just about 1.5 months ago. It took a while to get it back but they replaced the whole chassis, I guess everything but the shell. It works fine now. I had once posted the problem with the RS3 and it seems that problems with that engine is not that unusual.
I have a number of Athearn locomotives and have had no serious problems with any of my engines. I did on a number of occasions buy engines that had either missing or damaged parts.
When contacted Athearn immediately sent out the parts I required. That also included sending me a number of replacement gears for both of the 4-6-2 and 2-8-2 early Genesis steam locomotives.
I am aware, that like a number of other companies who have moved their manufacturing operations to China that there is at times problems with the quality of those items produced that are defective. Some companies like Athearn will make it right with the consumer, others just have no comment.
I also agree with the poster who did not understand why anyone would respond to this thread it they have had no dealing with Athearn. What could you possibly contribute?
I have had great customer service from Athearn. The issue here is the RS-3. It has been problematic. I own five with two that are running, one exremely well. Athearn sent me trucks and axle gears, no charge, on units from their first run. I am in the process of repairing the others. When you look the RS-3 over I can not understand why they have problems. The running gear looks like my GP 35's and they are smooth runners. To me cracked gears, bearing blocks that fall out of the holders and cheap hook up wire from trucks to circuit board appear to be the culprits. Once these are repaired these units are great. The fidelity to prototype is excellent.
Thanks guys...... for all the info. I feel a bit better about my package leaving for Athearn.
I just really like the RS3. I have several Athearn locos .. this is my first RS3. I was really excited about having it on the layout.
I'll be sure to let you guys know how it turns out .
again, Thanks!
Skipper
Though I haven't had to send anything in for service, I had the same thing happen to me with an Athearn Dash-9. After decoder installation, the motor would make about one complete turn, and stop. It was as if it was simply shorting out everytime it got up a good head of steam. Well, I took out the QSI Decoder and tossed in a Digitraxx 123, and same gig. Upon further examination I saw that the "quick-connect" that connects the pickup lead to the engine was broken, and hanging on by a "thread". After a touch of solder, it ran beautifully, with both decoders. Might check all the connections on the engine's wiring. It helped me.
Kyle
PUGET SOUND LINES
"Service, Pride and Efficiency"
Thanks Kyle.... A good point... I did inspect the wires... I believe they we're o.k....
I'm gonna send it in to Athearn ... if nothing else it will test customer service .. I'll let them take a look..
Thanks for the reply and your suggestion...
Skipper,
I have had nothing but good experience with Athearn Customer Service. They have sent me replacement parts on more than one occasion and given good advice over the phone many times.
Have no fear about sending the loco back to them for repair or replacement.
When Horizon Hobby bought Athearn a few years back, I shuddered, but HH is pretty good about letting Athearn do its thing.
Rich
Alton Junction
Sounds like a case of poor pickup, dirty pickups, wheels, etc. You said not other locos operate like this so you have clean track. All wheels should pick up.
If you ever fall over in public, pick yourself up and say “sorry it’s been a while since I inhabited a body.” And just walk away.
Update on my RS3
My RS3 made it to Long Beach, Ca. on Thursday.... I got an email from Athearn Customer Service letting me know my engine was in house and a thanks for doing business with them / we're looking at the problem.
The note was also from a warm body... with a contact me at this address reply... nice
So .. so far so good.... let's see now how long it takes to get it back.>???? Not that I'm in a hurry.... but wonder if they turn jobs around in good fashion.
Glad to hear things are moving along. It probably won't take them long to fix it and send it back. At least you can call someone to find out the ETA..
Michael
CEO- Mile-HI-RailroadPrototype: D&RGW Moffat Line 1989
Just an update...
I got the RS-3 back.... Athearn did a fantastic job. The trucks had some problems, cracked axles.
they replaced them and shipped the loco back.. it came last week while I was on vacation.
They also sent a very nice note, with details on the repair.
All in all they did a fantastic job. She runs good. Whew.
I sent my Athearn Genesis F3 with sound to Athearn for repair about 2 years ago. I bought it on Ebay and had starting issues so I called Athearn and they are top notch about customer service. They sent it back but it still didn't work as I expected so I called them. I sent it back and they paid for all shipping costs and this time it was fixed plus they replaced a missing window on the cab. All at no cost to me. I can't say enough good things about Athearn. Even their parts people are very knowledgable and go out of their way to help. SEND IT TO ATHEARN.
Bob
Life is what happens while you are making other plans!