Model Railroading > Thank you, Atlas.

I recieved an Atlas HO MP-15DC undec. a few weeks ago that came in damaged. The rear steps where completely crushed in.
Because the packaging was in perfect condition the damage happened over in China prior to the model being put in the box. It came in through Caboose Hobbies who said to call Atlas direct about the damage. I called Atlas on Friday and described the situation to them. On the following Tuesday I recieved a new undec. shell in the mail!
I expected to have to send them the damaged shell, pay for the new one as well as postage, make a dozen calls or more and argue with however answered the phone there. This was not the case at all. Great folks at Atlas.
This is the only time I have ever called Atlas with a problem and they responded flawlessly. I appreciate that very much.
UP4306

I once had a problem with some Atlas switches that I bought at a train show (thus had no receipt for them). I wrote Atlas and they promptly sent me replacement switches (10 in all!!) for no charge, etc. I too was definitely impressed!

It's rare to see customer service like that in any business.

Tom

This doesn't say much about Caboose Hobbies for shipping out damaged merchandise.

Not to defend Caboose Hobbies but this damage would have been hard to see through all the plastic that covers the model. For all the business I have done with Caboose over the years it was disappointing that the quick answer for them was to hand me right off to Atlas. Yes, it worked out for me due to the great people at Atlas.
It has worked out poorly for Caboose Hobbies as I will shop else where now. Not because of price but because of the attitude taken by the person who took my call there.

It was not right for Caboose to just hand you off. I do most of my "mail order stuff" with First hobby and once I received a SD45T-2 with busted steps, with they could not see it in the package because it was one the other side. They said to send them the busted one and they shipped me a new one that day. They did not hand me off to Athearn.

Joe

I won't go into details (search T.O. for similar threads) but I've had great responses from Athearn and Bachmann (believe it or not) Customer Service(s) as well!

Now if only Golf Manor Hobbies in Cinci would respond in kind to my numerous emails (3 at last count) regarding Rivarossi parts...

And please don't suggest I phone them - I shouldn't have to cough up the long distance charges from Canada during normal business hours when their website offers an email contact for parts.

ESPEE5318 Wrote:
-------------------------------------------------------
> It was not right for Caboose to just hand you off.
> I do most of my "mail order stuff" with First
> hobby and once I received a SD45T-2 with busted
> steps, with they could not see it in the package
> because it was one the other side. They said to
> send them the busted one and they shipped me a new
> one that day. They did not hand me off to
> Athearn.
>
> Joe


A lot of manufacturers require the individual, not the hobby shop, to send in broken items now.

jasonlowe Wrote:
-------------------------------------------------------
> ESPEE5318 Wrote:
> --------------------------------------------------
> -----
> > It was not right for Caboose to just hand you
> off.
> > I do most of my "mail order stuff" with
> First
> > hobby and once I received a SD45T-2 with
> busted
> > steps, with they could not see it in the
> package
> > because it was one the other side. They said
> to
> > send them the busted one and they shipped me
> a new
> > one that day. They did not hand me off to
> > Athearn.
> >
> > Joe
>
>
> A lot of manufacturers require the individual, not
> the hobby shop, to send in broken items now.


Yea, I would rather have myself send the part directly back to manufacture and back. 1 less person for it to go through then.

jasonlowe Wrote:
-------------------------------------------------------
> ESPEE5318 Wrote:
> --------------------------------------------------
> -----
> > It was not right for Caboose to just hand you
> off.
> > I do most of my "mail order stuff" with
> First
> > hobby and once I received a SD45T-2 with
> busted
> > steps, with they could not see it in the
> package
> > because it was one the other side. They said
> to
> > send them the busted one and they shipped me
> a new
> > one that day. They did not hand me off to
> > Athearn.
> >
> > Joe
>
>
> A lot of manufacturers require the individual, not
> the hobby shop, to send in broken items now.


Alot of manufactures like who?

ESPEE5318 Wrote:
-------------------------------------------------------
> jasonlowe Wrote:
> --------------------------------------------------
> -----
> > ESPEE5318 Wrote:
> >
> --------------------------------------------------
>
> > -----
> > > It was not right for Caboose to just
> hand you
> > off.
> > > I do most of my "mail order stuff" with
> > First
> > > hobby and once I received a SD45T-2
> with
> > busted
> > > steps, with they could not see it in
> the
> > package
> > > because it was one the other side. They
> said
> > to
> > > send them the busted one and they
> shipped me
> > a new
> > > one that day. They did not hand me off
> to
> > > Athearn.
> > >
> > > Joe
> >
> >
> > A lot of manufacturers require the
> individual, not
> > the hobby shop, to send in broken items now.
>
>
> Alot of manufactures like who?
>
>

Off the top of my head, Bachmann and Lionel

eagleknight Wrote:
-------------------------------------------------------
> jasonlowe Wrote:
> --------------------------------------------------
> -----
> > ESPEE5318 Wrote:
> >
> --------------------------------------------------
>
> > -----
> > > It was not right for Caboose to just
> hand you
> > off.
> > > I do most of my "mail order stuff" with
> > First
> > > hobby and once I received a SD45T-2
> with
> > busted
> > > steps, with they could not see it in
> the
> > package
> > > because it was one the other side. They
> said
> > to
> > > send them the busted one and they
> shipped me
> > a new
> > > one that day. They did not hand me off
> to
> > > Athearn.
> > >
> > > Joe
> >
> >
> > A lot of manufacturers require the
> individual, not
> > the hobby shop, to send in broken items now.
>
>
> Yea, I would rather have myself send the part
> directly back to manufacture and back. 1 less
> person for it to go through then.


I don`t see what is so hard about send a loco etc back to the person that sold it to you but if you want to do things the hard way go for it.