New Thomas set won't run... it just stutters

If it's new and under warranty, return it and get a different one.

Do you have sufficient voltage from your transformer powering the track ?

Any video?

Mike

@BenLMaggi posted:

I have never had a remote-Thomas set before and am only familiar with conventionally controlled trains. But, I set up the brand new Thomas set (3 rail) and put new batteries in the remote but when I put Thomas on the track it just makes a weird chime noise. When I turn on the remote, Thomas moves about 1/2" and then stops. Over and over. The track looks nice and clean so I doubt it is that. I don't know what else to think of though. Any ideas? Thanks.

What is the LED on the track power section doing? I bet it is blinking!!! That is the power supply overloading and cutting power, and then waiting a bit and trying again.

Try with ONLY the loco on the track.

Actually, it turns out the track was dirty and the engine's wheels were dirty (or coated in blackening agent) right out of the box. After completely cleaning the track and "helping" Thomas around the first time, I wiped down the track again and got tons of black gunk. Another loop, another wipe down. Then, I ran him at full speed and he slowly got into shape. Then, clean the track again.

Now, he is fine. But had I been a new model railroader, I never would have figured this out.

Thanks for your suggestions though!

Was this a new set from a dealer?  I've never seen a new loco or set with strikingly dirty track and wheels.  Sounds like it's previously enjoyed by someone.

Follow the advice of @H1000 and just return it to the seller for a full refund or exchange. As @Landsteiner points out, the set you bought was not "brand new."

This was actually the second set I purchased. The first one came from a dealer and it was defective on arrival. The second I bought from Amazon as they do free returns. I managed to get Thomas to work, but a lot of track/wheel cleaning was required.