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A little over a month ago, I posted about the New Thomas that I had bought for my Uncle and his Grandkids (A New Thomas is Dead), I passed along the information to my uncle that he needed to contact Lionel at the suggestion of TrainWorld's Return page on their web site.  They did as I told them and Lionel told them to take it over to a gentlemen who was an authorized service agent.  I don't recall his name but he was about 15 minutes away from where my uncle lived.  As they were getting ready to take it over to him so he could look at it, I happened to get a phone call from Ken.  He told me he felt bad about what had happened and he wanted to make things right.  He told me he had read the post about what had happened to the locomotive and was concerned about it.  He said that he had already pulled another brand new set from stock and was holding it for my uncle.  He said that he would replace the dead Thomas and controller or he would just send a brand new set to my uncle.  I asked him if he would just send a brand new set and I would instruct my uncle to ship the bad set back to TrainWorld.  Ken even sent an RMA with are return label and when he received the bad set he sent the new one the same day.  My uncle and the grandkids are happy campers now and I'm happy to report that the new set works just fine.

I'm very impressed with Ken and TrainWorld and I want to thank him publicly on this forum for his kindness and concern over the problem that happened with my uncle's new train set.  He didn't have to do this and could have let my uncle go thru the hassle of having to go over to the service center and wait for the guy to check it out and then make the decision to either try and fix it or just give him a brand new locomotive as instructed by Lionel Service.  I don't know of many large companies that would step up to the plate and do the right thing.  THANK YOU VERY MUCH, you made my uncle and his grandson's very happy and they run it every time they come over to visit.  I am extremely grateful to you and you can bet, I'll be doing more business with TrainWorld in the future and will be more than happy to recommend them to my friends and other model railroaders.

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J. Motts, BMT-Express, I couldn't agree more. 

Trainworld and the Bianco family have twice replaced new defective engines with brand new ones for me.  Both times they sent an RMA.  They also had guys available to take me through all the steps necessary to be sure those engines couldn't be run properly.  Must be frustrating for them to have to deal with these defects, but they handle it as well as possible.

I added a complete double-tracked overhead layout, plus two upper-level mainlines for the table layout.  I bought so much stuff from Trainworld over three years, that I no longer have room for additions, haha.

Here is an MTH Premier F-3 NH ABA, on the floor before the small yard was ready to hoist onto the back of the overhead layout.  The rear A unit would not run with the lead A unit.  Since Ken replaced it, it's four motors and great looks make it the star of that main line.

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I was excited to receive this MTH GP38, but it never ran at all.  It's replacement runs like a champ on the table layout.

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I am a big fan of Trainworld, and I highly recommend them to all.

Jerry

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JerryG posted:

J. Motts, BMT-Express, I couldn't agree more. 

Trainworld and the Bianco family have twice replaced new defective engines with brand new ones for me.  Both times they sent an RMA.  They also had guys available to take me through all the steps necessary to be sure those engines couldn't be run properly.  Must be frustrating for them to have to deal with these defects, but they handle it as well as possible.

I added a complete double-tracked overhead layout, plus two upper-level mainlines for the table layout.  I bought so much stuff from Trainworld over three years, that I no longer have room for additions, haha.

 

I was excited to receive this MTH GP38, but it never ran at all.  It's replacement runs like a champ on the table layout.

100_0644

I am a big fan of Trainworld, and I highly recommend them to all.

Jerry

Ummmm... What Gp38? All I see is a Union Pacific GP20. am I missing something?

Since I  live in Kansas,( no , clickI have a 1500 mile love affair with Trainworld (no,  clicking my heels together doesn't work) They have a great website , they take care of problems fast and make them disappear and keep in touch with you concerning activity on situation at all phases. Everyone there is top drawer. 

They are my 1st call .

Horseshoe:  Haha, you guys kill me sometimes.  Yep, you're correct.  Like high school principals and local superintendents, (I'm happily retired for almost three years) it's hard to keep track of them as they go by.  I have lots of engines, on two separate layouts, including three GP38's.

Don't worry, you needn't check my spelling.  It's always spot on.

The UP GP20 (left consist) runs on this other main line, adjacent to the NH EP5.  Sorry, didn't feel like taking a new pic to prove it.

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Enjoy.

Jerry    Tech School Guy

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I have dealt with Mr. Motts just over a year ago.  He is a wonderful person and I am sure that his uncle is a great guy as well.  Having said that, I am very happy that TrainWorld stepped up and did the right thing.  When all vendors are selling the same product for pretty much the same price, it is the vendor’s service and return policy that sets them apart.

TrainWorld obviously has a great reputation and this will only serves to increase the confidence of current and future customers.  The positive response to this thread well earned and richly deserved.

Too often this forum is used to express disappointment in products and service.  It is really refreshing to see the other side of the coin once in a while.

Hello Mr. Motts.

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OGR Publishing, Inc., 1310 Eastside Centre Ct, Ste 6, Mountain Home, AR 72653
800-980-OGRR (6477)
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