Athearn customer service.

[stang_crazy]

Just wanted to share my experiance with their customer service.

Ive got SD45-2 genesis decoder, that went south on me the other night, so i contacted them to see what kinda warranty or replacment policy they had. I figured if i had to pay to replace it that be fine.


the offered today to replace it free of charge. I was shocked to say the least.

anyone else have any good storys from there customer service?

 

[jayl1]

I ordered some gears to replace the Proto duds and other parts through their email address. They arrived in a week. One incorrect item was sent (they inverted a part number - an XX12 instead of an XX21) but it was replaced promptly after an email to them.

 

[stationmaster]

A couple of months ago, I bought a quantity of stock from a guy that had a hobby shop some years back that had closed. Not a ton of stuff, maybe 25 cars and engines. He had a habit of cannibalizing his shelf stock for parts for customers. None of the engines had handrails, nor did any of the cabooses.

I emailed Athearn, all of the cars were Athearn Blue Box and 4 of the engines were Athearn Genesis. They requested the model numbers and I had parts within 4 days. Athearn does have a great customer service department. Maybe that's why they have been around for so long.

Bob

 

[zgardner18]

I have had nothing but graditude for Athearn's service. They are quick and easy to work with.

I was having a problem with my Coaster passenger car's wheels everytime they'd come to a turnout they detail. A guy at the club at the time told me just to email Athearn about the problem and they will send me the correct size wheel sets. I thought no way but tried it anyway. Next thing I knew they had sent me replacements for ALL of my cars. And that is just one example.

 

[Rico]

I've had nothing but great service with Athearn.
I'm going to add Walthers to the happy camper list as well.

 

[CP9302]

Thankfully, I haven't had to use the customer service department very often, by I've had good experiences with all the ones I've dealt with.

Athearn (missing roller bearing caps on Genesis boxcars)
Accurail (missing detail sprue for 89' flatcar)
Rapido (damaged wheel set on passenger car)

All replaced the damage/missing parts quickly and with no fuss. Its nice to see some companies still know the value of customer service.

 

[thaddeusthudpucker]

I have an Athearn F59PHI that my cat knocked off of a table, and a Rad fan went missing. I emailed Athearn asking how much for a replacement, and all I got in response was an email asking for my address. Within a week I had a new Rad fan!

I love Athearn. I will readily buy stuff from them.

 

[nephthyr]

Glad to hear so many positive responses, I have not yet had to use their customer service dept thankfully, but when the day comes I certain hope I get the same kind of service.

 

[NYSW F45]

i've had so so results. When I bought my rtr sd40t in NYSW paint they handrails were broke. I went to the store I bought it from, they called the lade that runs the parts department. I also called and in 3 days had a new handrail set in the mailbox. The second time i called like 20 thousand times before someone answered. Ordered some stupid parts and got them quick.

Last time I emailed them it took nearly over a month for a return just to have an answer
"not at this time" as the response. I asked how I can get a replacement part for the RTR SD40T-2 dynamic brake hatch. I asked if they were even made as a part to buy if mine is broke. that was teh answer.

But the persistance of us NYSW/Susie Q fans have paid off as they have released the tunnel motors, well 3 of 4. The 2 F45's and coming in the fall, 3 SD45's!!!!(pre-ordered all of them)Us fans had bombarded Athearn's wish list email over the last few years. LOL.