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You may not live long enough to get a reply.
Always CALL.
That route has never worked. 
Even longer on this forum.
I have always got a response when I contact them for service or parts on a engine it may take a couple of days, but I have always got a response.
Immediately after the Jets score their next game-winning touchdown.
Steven J. Serenska
I would recommend calling on the phone.
For parts, I have always gotten a reply to emails from Midge, but sometimes it takes a while depending on her/their backlog. I have never yet contacted them for service, but would use the phone if I ever do.
Thanks for the reply guys.
I called today and spoke with a gentleman who said based on my name and E-mail address, their system showed nothing (even though when I filled out the CSC form online a few weeks ago it indicated it was sent). I proceeded to give him the information with my E-mail address so he could reply with a repair authorization number which I have yet to receive after 7 hours. How long should I wait now?
No idea on that one, but I would give them some time to reply. I am sure they are all pretty busy at MTH as I don't think they are over staffed in any way so it may take a while to get done whatever needs to be done. They are a small company. Personally, I usually give things like this a day or two and if I haven't heard back I call them again. In addition to everyone having plenty to do mistakes can be made, problems arise, people have days off or take vacations and other things can get in the way. Just my personal thoughts on what I would do here.
MTH is unresponsive to emails received through their secure web form. Emails sent by this method are always disregarded.
Their web page which checks the status of repairs does not work either. They are aware of this issue, but haven't fixed it.
Submitting reports of bugs through the MTH premium app is another method of contact. One time I received a reply, otherwise I was always ignored.
The best method of contacting MTH is by phone, although usually I get transferred at least twice before having to leave a voicemail. But voicemail messages are also not returned.
I have ultimately discovered that the best method of dealing with this issue was to stop purchasing MTH products. That eliminated a need for customer service.
Chas posted:Thanks for the reply guys.
I called today and spoke with a gentleman who said based on my name and E-mail address, their system showed nothing (even though when I filled out the CSC form online a few weeks ago it indicated it was sent). I proceeded to give him the information with my E-mail address so he could reply with a repair authorization number which I have yet to receive after 7 hours. How long should I wait now?
Don't get worried about 7 hours to receive an RA number. Instead, worry about the months you will be waiting for a repair to be returned from MTH.
Maybe the lovers of MTH product are used to this, but I have been very disappointed as I have been used to Lionel turning around repairs in a few weeks. Needless to say, plans for future MTH purchases have been abandoned. Who needs that?
They make great, high quality products (when they work). Too bad customer service is so difficult.
Things ebb and flow with service. You do realize Lionel only does warranty repairs and will not taken in billable work because they have insufficient techs. Been this way for over a year or more. So many customers have to find repair tech on their own, and Lionel has not trained anyone going over 7 years now.
MTH repair where running about 6-10 weeks and they would take your 1995 engine in. Warranty work is on a faster track.
This summer parts have become an issue and that has slowed things up.
These issues flip and flop. G
Thanks for the replies again gentleman. My repair issues are fortunately not ones that are too serious, but I would like them fixed.
(1) I need the proper sound file with passenger stations announcements for a 20-20618-1 Wabash E-8. Another forum member did verify that his 20-20618-1 Wabash E-8 has the "Wabash Cannonball" PSA rather than the 20-20617-1 Wabash E-8's Streamliners At Spencer announcements that came with mine.
I spoke with someone at MTH over a month ago and pointed out that the files shown on MTH's support page for each of those engines had different file sizes but played the same MP3 Streamliners At Spencer for announcements for both of them. Now the file sizes are the same and since I do not have the DCS system to download them. There would be no way of me to be able to tell if they are the same or different.
(2) One of the plastic brake cylinder plungers is missing/broken right out of the box new. I would guess having a new one sent and just pressing it in place would work.
(3) Lastly the three chime horn is mounted about 15 off degrees off center. Any advice on how to fix it myself would be appreciated.
These are just minor issues that would not prevent me from buying more MTH engines.
When I finally get my RA number would a local MTH National Authorized Service Center charge me to fix this under warranty with my original receipt?
Thanks,
Chas
Chas,
Regarding your post above:
1) We've researched the Wabash E-8's built in 2016 and all of those engines carried the Streamliners at Spencer event PFA. The item numbers are 20-20617-1 and 20-20618-1 cab #'s 1009 and 1011, respectively. Additionally, the RK version in 2016 carries the same Streamliners at Spencer PFA. If another forum member has the "Cannonball" PFA then the only way that could have occurred is they downloaded and installed the 2004 RK Wabash E-8 sound file (which will load into a PS3 board even though it was a PS2 3V sound file). The problem with doing it this way is that there are lighting settings and Wheel Diameter and Gear Ratio differences that would impact the operation of the model. MTH doesn't usually make "custom" files because it takes quite a bit of work to do so. Not having a DCS system is certainly a roadblock as that's the way to load a replacement sound file. Using a club or a dealer's or a friends DCS system would be options for you. MTH will reload a sound file for you but we normally charge $25 to do so plus the cost of shipping. That can get a bit expensive.
2) Which side of the engine (left or right as viewed from inside the cab) and which truck (front or rear) is the broken piece located? We can see if there is a replacement piece for that and we'd certainly send that to you to replace yourself at no charge.
3) The horn details are typically brass and are pliable. In some cases they are pushed through the opening in the hood and then pinned in place by tabs. Other times they are glued and other times it's a combination of both. In order to fix this yourself you'd want to:
- remove the hood from the chassis by removing the screws that hold it in place. There are typically 4 or 6 screws that hold the hood to the chassis
- inspect how the horn detail is secured to the hood from the inside. If it's just bent over tabs then you can gently fold them together and that would free up the horn detail so you can move it. If it's glued then you could try to break the glue bond with an X-acto knife (taking care not to damage or pierce the hood) and then manipulate it from there. You can then put a drop or two CA adhesive on the underside to hold it in place again
- Since it's usually brass and pliable, you could try to gently twist the detail taking care not to deform the chimes. This is less desirable as this has the greatest opportunity to damage the detail beyond it being off 15 degrees
Regarding your RA request. Those usually happen the same day you request one provided there aren't any follow up questions. When an RA is issued from MTH the product goes back to MTH. So if you are interested in having a National ASC fix it, they don't normally charge for warranty work except perhaps for return transportation costs. However, if you choose to use an NASC for service work you would set up an RA with them.
Let us address the Customer Service issues as well:
MTH takes in both Billable and Warranty service items across all gauges - HO, S, O, G, Tinplate. The sheer volume of product in the field is staggering. That MTH will fix a model built 25 years ago is something that our competitors don't ordinarily do.
When you fill out the Contact us section that email gets filtered to the appropriate department and, depending upon your questions/issues, gets handled within a matter of a couple days depending upon volume. If you haven't been getting a response via email then certainly call us. We can assure you, GregR, that we do not disregard emails that come in through our web form - http://mthtrains.com/customer-service-contact-form
MTH is a small company and we do an amazing amount for our size. We appreciate all of you customers that operate products we build. We do try our hardest to get information out there and keep in touch with our customers, especially when there are issues with one of our items. Customer Service is always trying to improve our process to attempt to eliminate people becoming frustrated trying to reach us, get answers, obtain service, etc. We work as hard as we can to give everyone a positive customer experience.
Thank you for being customers of MTH. We appreciate all of you in this hobby.
Thank you for the informative reply MTH. I will certainly follow up by filling out the Customer Service Contact Form again now that I know you'll be on the look out for it.
In regards to the 20-20618-1 cab #1009's sound file, I am absolutely positive that in early May when I spoke to someone at MTH to make them aware that each sound file was a different size on MTH's support/download page but the MP3's were the same for the Wabash Premier E-8's. Is it possible when I brought this to his attention it may have got deleted and both sound files made the same to match the MP3's? If there is a recent upload date for either of the sound files in your data base that would be the case. If the different one with the Cannonball exists for PS 3.0 please let me know.
Thank you,
Chas 
I found the solution with the absence of the Wabash Cannonball PS 3.0 Premier E-8 sound file. Since Norfolk and Western acquired Wabash, MTH made a set of Premier Norfolk and Western 20-20400-1 PS 3.0 E-8's with a mars light sound file for the Banner Blue which was originally a Wabash train. Once I find someone with the DCS system in my area, I will then load it on both of my Premier Wabash E-8's.
I would like to thank MTH and everyone else for chiming in to help me out.
