Unfortunately I haven't been impressed with MTH's customer service. I sent 2 e-mails via their website and never received an answer. I have just pre-ordered 3 of their new O locos and am glad there is the great DCS book I just bought plus this forum. I just bought a new DCS Remote Commander.
I got an automated response and nothing else from them after a week.
I don't complain much. Just disappointed.
Chuck
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Not apologizing for MTH, but the reality is, this time of year, you have to call them, and keep calling periodically, until you get a person. They just can't staff, for the Christmas spike in interest If you need service on something you already have in hand, you will get it. If you want information on a preorder, I doubt you will get much satisfaction, at MTH, or any of the vendors.
The good news is, their locos are awesome, long after you are interacting with customer service!
While the holiday time probably makes the problem worse, there service has always been slow. I used there website to contact them for parts in the beginning of November and herd back 2 days later asking for pictures of parts I wanted. I sent the pictures with a good description and never herd back. 2 weeks went by and I emailed them again. I still have not herd back. Its been 5 weeks. I keep meaning to call them but there service hours are terrible for people who work for a living and I almost never can get through even when its not the busy time of the year. When I do get though, the people are friendly and helpful.
I only have PS-1 locomotives, so they are 10+ years old. The two times I've needed parts, I've been able to either order what I need online, or call and talk to someone and got sent what I needed, and even wanted, to help me not only fix, but upgrade features on my locomotives. It took some time the 2nd round, but at least I got well taken care of.
Not apologizing for MTH, but the reality is, this time of year, you have to call them, and keep calling periodically, until you get a person. They just can't staff, for the Christmas spike in interest If you need service on something you already have in hand, you will get it. If you want information on a preorder, I doubt you will get much satisfaction, at MTH, or any of the vendors.
The good news is, their locos are awesome, long after you are interacting with customer service!
You need to call them. I, too, at non-peak times, have sent them e-mail and gotten ZIP for a response. I agree that Midge in Parts is exceptional. She returns calls and gets parts out to you PDQ.
As for the statement about locos, well meh. Of all the train items I own (locos, rolling stock, accessories, etc.), MTH has the highest mortality rate by far.
George
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