| Author |
 Topic  |
|
Tabooma County Rwy
Fireman
USA
4193 Posts |
 Posted - 10/21/2007 : 11:20:59 AM
|
quote:
Originally posted by Frederic Testard
I wish to add Steve Depolo, an On3 modeller and the owner of The Inside Gateway, a hobby store in Bellevue, near Seattle, to the list.
About a months ago, he sent me some parts, including a micro tsunami, via Priority Mail, which in general requires a week to be delivered here in France. After three weeks, nothing. When I told him about that, he immediately sent the parts again and they arrived less than a week later. He didn't wait until the post told him what had happened to the parts.
I think it's a very fine behaviour.
Steve definitely puts the customer first - I know, because he runs my LHS. I was just there yesterday, as a matter of fact. I'll make sure he sees this post. |
 |
|
|
slimrails
Moderator
USA
7397 Posts |
Posted - 10/21/2007 : 12:58:59 PM
|
I have been in careers that were heavily dependent on delivering customer service for most of my work life. I have seen some of the best and can give you examples of some of the absolute worst. A few months ago I received a notice via email that an item that I had reserved at 20th Century Hobbies in Clinton, NJ had arrived and was awaiting my credit card number. I had reserved some items prior to production earlier in the year, but they came in while I was still struggling financially after being unemployed for more than half of this year. I finally emailed the owner Joe Jordan, who I have done MRR mail order business with for a number of years, and flat out told him that I was broke and couldn't afford to pay for what I had reserved. Joe went ahead and sent a book that I had reserved without payment along with an email note telling me to pay him whenever I could. After having local businesses treat me like a bum when I was looking for a job, this simple act of generosity was a breath of clean, fresh air. Although I never met Joe face to face, his big heart and understanding is well appreciated. Thanks again, Joe! 
www.20thcenturyhobbies.com
|
Take a look at my vintage railroad postcard collection at http://www.railroadpostcards.blogspot.com
|
|
|
|
Peterpools
Engineer
USA
12335 Posts |
Posted - 10/21/2007 : 1:06:52 PM
|
Russ
This goes way beyond customer service; how about an individual with compassion and heart. It just makes me feel proud that people like this do exist.
Peter [:-kitty] |
|
|
|
hvig
Crew Chief
USA
986 Posts |
Posted - 10/21/2007 : 1:15:48 PM
|
I have had great customer service from many of the businesses mentioned here, including Jimmy and Rusty Stumps, Model Tech Studios, and Tom Yorke. The best experiences I have had are with Digitrax and Broadway Limited, repairing for free when I should have paid them for the service. The only one I can't understand is Bachmann.
I have had two engines DOA right out of the box. Sure, they will fix them after a few months delay. One came back with the wrong screws on the plate covering the drivers, so the decapod drivers don't stay engaged every time when you lift the engine off the track and place it down again. The other one was a defective "Gordon the Express Engine" that was opened on my son's 5th Birthday. I was lucky I could explain a two month delay while Gordon comes back from the engine works; but it isn't a complaint about the follow up service as much as the perceived attitude that you are better off delivering junk and then replacing the ones that are defective than just producing a quality product up front.
Sorry for the soapboxing... I just can't stand Bachmann getting praise without at least a different view also being voiced. |
|
|
|
leeflan
Fireman
USA
2057 Posts |
Posted - 10/21/2007 : 3:10:10 PM
|
Hi Crew,
Ya know, every supplier, now and again, makes a mistake. That's normal, that's reality. But what sets the good ones apart from the rest is what they do to rectify the mistake. My latest example is from a little company some of you may have heard of: William K. Walthers.
Now, normally I don't order directly from Walthers, 'cause like many of you, I've got an online guy I deal with who gives 25% - 30% off MSRP on stuff he orders from Walthers. OK, gotta watch those pennies. But now and then, Walthers has a "sale" on stuff I can use that's just as good.
So, a couple of weeks ago, they had a sale on an IHC kit I could use, not now, but later on, and I placed an order. Next day I got an email from Walthers customer service saying there was a problem with the shipping address. Oops! My mistake, I put the wrong Zip code on the order, which I corrected in a return email.
Well, on Friday I received a call from Walthers customer service saying they had made a mistake, the order never got into their system and now the kit was out of stock. The upshot is that she pretty much gave me carte blanche in resolving the problem: alternative items with expedited shipping at no charge, credit, backorder, etc. What did I want them to do?
Now, Walthers may not always be perfect, but at least in this case, they admitted their mistake in person, and did everything they reasonably could to resolve the mistake to my satisfaction. Works for me.
|
|
|
|
k9wrangler
Fireman
USA
5887 Posts |
Posted - 10/21/2007 : 4:38:08 PM
|
Another positive vote for Walther's customer service, specifically Larry and Keith who do repair work on Proto 2000 engines.
Early this summer I bought a pair of "Like new, test run only" EMD E-8s in Southern Rwy. green on eBay. When they arrived I ran them back and forth a couple feet and then tore into them to put in decoders and new headlights. After debugging my decoder installs I began to run the engines and they sounded like the wife's Mixmaster.
I tinkered and tinkered and had no luck quieting them down, e-mailed Walthers and Larry sent me all new P2K wheel sets to try. That didn't work, either so called and spoke with Keith, he asked me a couple questions about the drive line style and a couple pointers to try, that didn't work so asked me to send them to him with $10 each for reshipping. He took both, worked on them for some time then e-mailed me that he couldn't fix them. Too bad?...naw... BUT, if I wanted to he would replace them both with new chassis but I would have to re-install the decoders as he was not authorized to work on non factory decoders. Gee..... what a dilema.... quicker than a flash I called him and told him that I would be sending a confirming e-mail and to please send the new chassis. They arrived in 2 or 3 days and I had them redone and on the tracks, quiet as can be, updated chassis from those I had, too.
|
Karl Scribner
H.M.F.W.B.I.C.
Kentucky Southern Rwy & Associated Lines
Sunfield Twp. Michigan
  |
|
|
|
Frederic Testard
Engineer
France
16452 Posts |
Posted - 04/30/2009 : 12:40:53 PM
|
| Over the few past months, I have had the opportunity to buy products from Joe Fuss (Ragg's ... To Riches), Walt Gillespie (Rusty Stumps) and Scenic Express. They all sent the products ordered very fast, in very nicely made parcels. I surely will order more from these fine people. |
Frederic Testard |
|
|
|
AVRR-PA
Fireman
USA
4600 Posts |
Posted - 04/30/2009 : 6:18:38 PM
|
I'll update the list with the latest additions, and I want to mention my own recent experience. "Truck Stop Models" (for those of you who want to model or super-detail vehicles) is very pleasant and helpful.
Don
|
|
|
|
Frederic Testard
Engineer
France
16452 Posts |
Posted - 04/30/2009 : 6:22:11 PM
|
| Don, is this an online store or a hobby shop? |
Frederic Testard |
|
|
|
AVRR-PA
Fireman
USA
4600 Posts |
Posted - 04/30/2009 : 6:36:38 PM
|
Hi, Frederic -
I think they operate mostly on-line, although they're localed in Cody, Wyoming and Cynthia mentioned that they attend the Springfield Show Here's their URL:
www.truckstopmodels.com
I learned about them from Chester's long introductory thread in the Vehicles Forum.
Don |
Edited by - AVRR-PA on 04/30/2009 6:59:17 PM |
|
|
|
Jan Kirkwood
Crew Chief
USA
749 Posts |
Posted - 04/30/2009 : 7:07:19 PM
|
when I got started in ho in the late 60's there was campbell, keystone and SS ltd. when I came back last fall and found this forum I was like in heaven with Joe Rutter at Full Steam Ahead, Brett at Sierra West, Jimmy for kits I have missed and Walt at RS... all swell with wonderful products...today I got the 10 stamp mill and the Rowe Shaft from the Empire mine from Bill at Western Scale Models so beautifully packaged. all of these guys so easy to deal with, wonderful.
and thanks to all. |
|
|
|
Frederic Testard
Engineer
France
16452 Posts |
Posted - 04/30/2009 : 7:09:19 PM
|
| Thanks for the precisions, Don. |
Frederic Testard |
|
|
|
hon3_rr
Fireman
USA
4689 Posts |
Posted - 04/30/2009 : 8:40:53 PM
|
I posted a new thread awhile back on the Fast Tracks page about their outstanding customer service, and others also had the same type of comments. That thread is: http://www.railroad-line.com/forum/topic.asp?TOPIC_ID=24087
My comment was:
I just got a box on my front door, and I knew what was in it prior to opening it... a bunch of code 70 HO scale rail.
What took me by surprise was the packing. The rail was placed on a long block of wood to keep the rail flat, was fastened in place in a manner which will not hinder its removal, but held the rail in place through the shipping. The rail was also labeled as to size for future reference. The rail and board were then well wrapped in bubble wrap.
I make this comment as I am a Director of On-line service for a large company, with multiple large on-line stores. Also in my area of responsibility is the warehouse for the online order fulfillment from these web sites. So... I have a strong detailed understanding for the shipping process.
All too often, many Companies who go the extra mile in customer service do not get the acknowledgement they should. All I can say is "Well Done". [:-thumbu][:-thumbu] |
--KP
Life is to short to make all of the models I want to. |
Edited by - hon3_rr on 04/30/2009 8:42:48 PM |
|
|
|
R.BOUDREAUX
Fireman
USA
1319 Posts |
Posted - 05/01/2009 : 2:56:42 PM
|
Hey, Guys,
Anyone done business with Model Train Stuff ?
They have some great prices. I am thinking of ordering from them.
Thanks,
RichBo |
|
|
|
AVRR-PA
Fireman
USA
4600 Posts |
Posted - 05/03/2009 : 7:40:13 PM
|
I placed my first order with Model Expo a few days ago and it arrived quickly, nicely packed, etc. Their prices seem quite reasonable. I'm not sure they qualify as "outstanding" but they seem like a fine outfit to buy tools and kits from.
Don |
|
|
|
Topic |
|
Excellent customer service
