MTH Parts help

Go to MTHtrains.com

Type in the product number in the product search box

On the product page, look for a row of symbols that begins with a black circle that says FIND IT.

Go all the way to the right symbol that looks like THREE BLACK GEARS and click it.

This will load the parts page for the item.

When you find the part you want, go to this website:

https://extranet.mth-railking.com/partsorder/

On the bottom of the page, click the link that says ALL OTHER.

Follow the directions to place your order online.

OR

You can call MTH at: 410-381-2580

When I bring up an item, the "wheel" icon is never lighted and brings up nothing. If I know the part number and go to the parts ordering page, this is what I get.

When I "add part" in the parts ordering and click "final submission", I get a blank page and then an email that says "check the parts ordered below for accuracy". But there are never any parts listed. I emailed MTH and got no response. It's never worked for me for over the year that I have tried.

What is your MTH Big Boy product number?

Sorry to hear the website isn't working for you.

Your best bet is to call MTH at: 410-381-2580

I get that solution, but why have a website with the ordering features if it's never been supported and does not work. I have used dozens of ordering websites and never had this kind of lame response.

Oh, forgot to add that I was trying to order BE-0000041 which shows "in stock" when I "add part".

I've ordered parts before but did it with my LHS using his dealer number. I don't know if this is the only way it works but I got my parts in about a month.

Mike, Your going to have to e-mail service or Midge, if you don't want to call.  That will be a unique part requiring look up.   G

Hi everyone.

Thanks you for your quick replies. Sorry I didn't include more detail.

The engine is 30 -1129 - 1 PS1 Big boy 4020.

Then part I need I was able to find from the directions you all provided . I know Know it is Name/number board FB - 1200084.

GGG - I can't find an E/mail address for Midge do you have a note of it please.

Thanks MIKE

I have ordered parts a couple of times from MTH. I always had to call to order, never got the order system to work either. I also couldn't find the part numbers for any of the items I was looking for. Midge helped me out each time. Got voicemail once and she called me back in an hour or two. I have had great service there by phone, just not with the online ordering.

rtr12 thanks for the input. Being in England I would like to try the e/mail route first.

Can anyone tell what the e/mail address is please - I could only find the sales one?

Thanks

MIKE

Midge@mth-railking.com Mike here is Midge's email.  

Fix the system, Midge shouldn't be the answer

I understand, looks like Chessie1971 has posted Midge's email address which I didn't have either, until now. I have never emailed them for parts. Good luck with your ordering.

I know they have been saying this for a while now, but at last York (per the TCA youtube videos, I wasn't there) the online parts system was said to be operational this summer sometime I think. They finally got the MTH RR Club fixed where we can access it now. So maybe progress is being made? Still a couple weeks before summer is officially over.  

Online system works, but you need to know the part you need. I do think some credentialing issues still pop up though (with the browser).  G

Thanks for the e/mail - brilliant.

MIKE

I tried it with the iPad and Safari as well as the MS 8+. On the 8+ the credentials were expired but I went into the site anyway of course. Everything worked on both except the "final submission". The page changes to blank and the automatic email does not show any parts ordered.

According to the York TCA video, they were supposed to have the detailed blow up drawings online so you could determine the parts you need. I don't think that's happened yet? Part of the upcoming new website I think they said. I'll have to go back and watch the video to be sure.

Even if the on-line parts system works, if you don't know the part number, you're out of luck!  Very few of the newer products, or even many of the older ones, have parts breakdown pictures so you can actually obtain the part number.  If those were available, there would be a lot less reason to have to call and have someone hunt down the number!

If you do e mail Midge allow several days for a reply since she gets several dozon of parts requests a day. 

E/mail sent - I will report on outcome.

MIKE

I have not been able to access their Parts Department for several months because my browser alerts me that their security notifications have expired and it is not considered to be a secure site.  I didn't want to take the risk of accessing it so I have E-mailed Midge on a couple of occasions and since I did not have the part number I identified the engine and described the part for her.  She always returned my E-mails in a very reasonable time frame and always sent me photos of the parts she thought I was looking for and their prices.  So far she is batting a thousand.  Its nice to have a reliable customer service representative available. 

I get the same warning, I've never seen anything like it. They own their own factory overseas but can't straighten out the website

It seems like alot of work for one person to have to locate and process every single parts order.

I've been told a couple of times that they're going to have their new site up "any day now", but it still hasn't happened.

Based on how our government institutions work, or rather don't work, I don't see a company that's done all that work for the government as the solution.

John,

My friend, I've heard that song for the better part of ten-years . At least it's still in the top ten . There has to be a valid reason I suppose. Since I'm no longer able do repair work, the only thing that saddens me is not chatting with Ms Midge .               

I would imagine they already have a web developer(s) that's well into the update project (if not it might be another ten years ). Probably not a good idea to switch now? They have to have some way of adding the newly cataloged items every few months, which they do in a fairly timely manner. They are a small company and I think it's pretty obvious they don't have an over staffing problem. Possibly just the opposite?