Response time for MTH Parts Dept

That sounds EXACTLY like what they did to me. When I did finally get a reply they disappeared after that. Not what I call service.

Rob

This has been discussed MANY times here on the forum.  Even dealers and service center folks are complaining.  It seems to deaf ears......  I have suspended my purchasing of MTH locomotives because of the lack of good, timely service.  To me, customer service is paramount especially with today's product......

Alan

Me Too I like MTH but I had to give up on them, because everything you say to them

like Alan said falls on deaf ears. I get great service from all of the other train companies. I only purchase Mth items used.

Thanks, ALex

Just my luck all my stock is MTH!

I have had a response on several calls and parts orders. Some times takes a few days. During summer some are away on holiday, and during main shows they are at shows and not always in to take calls answer e-mails.

Try calling and leaving a call back # and your time zone.

Takes a week or 2 to get parts when ordered.

Well it's just that I need to replace the electric motor in my steam engine #20-3122-1 and I thought that MTH would be the best source.

Thought it would be as simple as one phone call, oh well I must be patient.

Well I can't complain about the service from Midge at MTH

 I sent her an e-mail on 07/16/12--10:33am

I received an e-mail from Midge on 07/17/12--3:30pm

She told me she was sorry that I missed your telephone call.

We are currently out of the motor for 20-3122-1 (0-8-0 USRA).

I will need to research and see if an alternate motor is available.

I will email you back when more information becomes available.

All in all I think she did a good job, just to bad the part is out of stock.

Rudy

Call Frank Timco, I am sure he can hook you up with a motor.

Is there any way to get part numbers before contacting MTH? All of the items I would like to get parts for have the Parts icon grayed out on their website.

Seems highly inefficient to have call about an item, then try and describe the part and hope everyone is on the same page.

Pete

MTH doesn't have the motor. This is exactly what scares me with ANY brand of expensive engine. We are buying door stops and dust collectors. Trouble is we keep buying em.

sounds like the majority likes MTH products, but find the service and parts lacking, understandable. If you have a problem you can't solve head on, go around it. MTH is not the only source for parts, many repairs guys on this forum stock parts and probably would be willing to help out, if asked. Next time try asking for help instead of just complaining, just might get something accomplished.  Might be a little more expensive, but I've found them to be very fair.

Regards,

Joe Geiser

Hello,

Old rob

 Thanks very much for the tip

How do I get in touch with Frank Timco ?

Rudy

I Hear ya!

Hello,

Joe

 Thanks for the tip, I open for any help.

Oh yes just to make it clear never did I complain only asked for a time frame from others experience with orders. 

Thanks

Rudy

Rudy,

   My post wasn't aimed at you, just those who are too quick to complain and offer no solutions . Your's isn't the first post like this I just felt it was time to offer an alternative. I also realize that this forum is a good place to blow off a little steam maybe the mfgrs. will pay attention. My intention was not to offend, just inform. Maybe a seperate post asking for the part might work, good luck and thanks for letting me blow off a little steam.

Regards,

Joe Geiser

Hello,

Joe

 Hey that is fine we all need that at one time or another, I'll take your advice and post looking for a motor.   

Thanks

Rudy

Midge has taken care of me many times sometimes looking up many different numbers if different engines used the same part. The last thing I tried to get was extra sets of Little Joes pantographs. I was amazed they were out of them. Many of their electric box cabs used the same pantograph. You would think they would keep them in stock. Don

Jim, Did MTH give a part # for the motor needed by any chance?

I don't think there are many can motored engines that Frank can't fix up. You guys can contact him here-937-429-1461

FTimko@SBCGlobal.net

He is an OGR advertiser

Rob

I'll ask Midge for one

hello guys and gals............

The man name Chuck Sartor tries to get a pair of red transparent lanterns for the (railking 027 madison observation car) for my caboose project but no luck. Did MTH really think that we DON't need any parts for our MTH trains ? 

the woman who loves toy trains

Tiffany

Sometimes I bought engines used, scrapped em and used parts.

A Cannibal at work in the repair shop. It's a shame.

Now when it comes to product sales, they are very fast with answers.

I needed the front leds for a new proto 3 premier diesel. They were not working because of a short when the model was manufactured by pinching the wires between the frame and the body when it was put together.

NOW can i get them From MTH? Been waiting for a month and after calling MTH there is no time frame they will ever arrive. So back to MTH for a refund it goes. How can you not have parts for a new item? Amazing!!!!!!!!!

Tiffany, could you post an SKU # for the observation car? Or a picture? Might have something kicking around in the parts box(es). Luke

Hello Train Doctor............

the red transparent plastic lanterns were from the #33-6249  027 madison observation car but there are other 027 madison observation cars that uses the same part.  I just needed a pair of them to add on to my williams caboose project if you can help, i would be glad to purchase some from you. THANK YOU.........

the woman who loves toy trains

Tiffany

I know this question has been asked before but is there anyone on this forum that has a rational and reasonable explanation for the service / parts problem that MTH seems to have?  I really would like to know....  Why the big difference between Lionel and MTH as far as parts and service and why does it seem that Mike is letting this get worse?  I know of quite a few folks that spent big bucks on a locomotive only to find they were not able to get it repaired due to the lack of parts...and this is for recent production.  I know we are beating this horse to death but those that know me here on the forum know that I don't complain.....it has to get pretty bad for me to not smile about my hobby but this situation is making me reconsider purchasing high priced locomotives that I will likely not be able to get repaired.  I need a motor for my MTH Union Pacific U50C and after several months, the news from the MTH service person was that he gave up even after promising me he would somehow find me a motor....just told me it was "out of his hands"???  By the way, the motor failed because of a known problem and this service person told me that there was a service bulletin to that fact....

OK...I'll shut up....sorry for the long whine....

Leaving...Did MTH give a number for the motor for your U-50 ?

Hi Alan isn't it a shame, what's going on with MTH, they make great stuff but I had to give up on them, a few times that I called for service the workers talked to me like I was bothering them, which means to me there are under a lot of pressure. And this was quite a few times with different departments. What a shame. I wish I also new the answer. Thanks, Alex

Thanks Alex...

Chuck...thanks for asking as I know you are a good guy and wouldn't ask unless you were trying to help.  Unfortunately, the answer is no....don't know the part number.  I am willing to pay for the motor even though I found out that the problem I had was a known problem according to the MTH service tech.  It seems that for some reason in the U50C powered units, one of the motors would sometimes heat up and just burn out....????

Thanks,

Alan

Leaving... do you need the front or rear motor? I am guessing you have the 2000 year production. Is the cab # 5000? Or do you have the 2010 version?

Rudy...I am 99% sure I have the correct motor for your 0-8-0, email me.

Chuck

Chuck,

I'm the fellow who has been attempting to help Alan obtain a replacement motor and to say that I'm frustrated by the lack of attention to parts orders and the cumbersome system being used is an understatement. The part number for the motor with the striped flywheel is BE-0000030. I'm not aware of any tech bulletins regarding the U50c diesel, but I had related a story of one that had the same problems and was returned to MTH, at their request for further investigation. I believe that Alan's engine is from 2010.

Alan,

I did NOT abandon you, but I am stymied. Your motor remains on order.

Eric Hofberg

TCA, LCCA

MTH ASC Tech

I have motor's for steamers and diesels. Let me see what I have in the boxes and maybe I can help you guys out a bit.

Mike

Alan,

Which unit do you have, the 2000 or 2004 version? I have the motor for the 2004 version with the tach reader attached to it as well.

I didn't see a U50c from 2010, unless maybe it's a U30c?

Mike

Eric...I purposely did not use your name as the tech I had been talking to since I thought it was a private conversation but in addition to you,  I have since talked to a couple of others....one of them told me that he remembered some kind of bulletin about my problem and that it had occurred several times.  This confirmed part of what you had told me.  Anyway, I have the last couple of e-mails you and I exchanged and it was clear to me that you were unable to get the motor and that it was out of your hands.  So...now I am making another attempt to find it some way.  It is clear MTH is not the route and I won't live long enough waiting on them!!!

Chuck...didn't hear back from you yet.....

Mike, thanks for asking....My unit is PS-2 from 2004...sure hope you have a motor.  It is the one with the tach strip but I was able to pull the flywheel off so I can use a motor without it if you have that as well...

Thanks guys for trying to help us parts-less folks!!

Alan

Alan,  Mike is a good friend and a great guy to deal with, I'm pretty sure he can help you out.

Thanks, Alex

MTH gave me the part number BE-0000112 for the U-50-C (with stripes), it is listed in stock.

If you can take a good pix of the motor you need, I will see if I can match it up with some that I have.

Thanks Chuck....interesting that they say it is in stock.  Wonder why Eric hasn't been able to get one for me since he ordered it???

I will take a picture tonight when I get back home.

This is a wonderful place with guys like you that really try to help!!

Thanks so much,

Alan

Hello Chuck,

That is great news!

I just sent you an e-mail…………

Thanks

Rudy

have you ask yourself this-if mth cannot supply a customer service or parts for us o gauge customers who made him-how is he going going to supply service and parts for s gauge,g gauge ,ho gauge and the european market.

i have aq mth service center 6 miles away-first store to carry mth products-i was told they called mike wolf several times on his private phone and never got a response  and he has engines stacked up for parts for over3-4 months and cannot get any reply

from mike-and this is a full mth service center.

what is poor midge's position anyway-feel sorry for her-only one who cares.

it took another compant to solve the mth proto 1 and 2 battery problem-not mth-with the bcr batterys.

i will give lionel credit for having a customer servive staff and phone no plus every engine produced has a full parts listing-time we all take a break from buying trains and enjoy what we have and let the major 2 o gauge makers do some quality contril issue solving-joe