Problems Ordering from RMT Direct

Did you try to call him?

I've not ordered recently, but a friend of mine dealt with Walter on a few items earlier this year.  One was no longer available, but Walter offered him a similar item that was (same roadname, just slightly different deco) an acceptable substitute and it all worked out. 

I'm pretty sure my friend dealt with most of the transaction over the phone (though the initial order may have been via the web-site).

-Dave

I ordered the same things, but they arrived a couple of months ago.  Maybe your order didn't get in for the first shipment.  I waited for mine about four months I think.  Contact Walter.  He's pretty good at answering emails.

Unfortunately, he has not been responsive to e-mails that I have sent to him.  It takes 2-3 messages before I get a reply.  Right now I'm waiting for a reply to an e-mail I sent to him on April 2nd.  I sent a follow-up on April 15th.

It's 2015, not 1915. It shouldn't take a phone call to contact an on-line retailer. A lot of folks work during regular business hours, and I personally don't want to bother a retailer, importer, or manufacturer after hours with a phone call. An e-mail gives the sendee a chance to answer during their business hours, and the sender a chance to contact them at their convience.

I'm not singling out RMT, I would say the same thing about any on-line seller. We all have little computers in our pockets nowadays, and if I were dependant on selling something for my next meal, mortgage payment, etc., I would be checking it and replying, even the answer isn't what the customer wants to hear.

I just got my GG-1 last week, my wife ordered it in mid December. She had ordered the Tuscan red, and apparently there was an issue with that color not arriving when expected. I had sent a few emails that went unanswered. My wife finally sent one from her address - the address the order was under - and Walter called her back right away. He was very apologetic, and very nice. After changing to the green PRR, we got the train a week later, and he had thrown in a bonus for the delay.

 I had no real problem with the delay, I understand these things happen, but I was a little bothered by the unanswered emails. Anyway, I love the GG-1, as I do the other RMT products that I have, so I'm sure I will buy from them again.

It may be 2015, but it's still more productive to try to call a vendor as a secondary means of contact than it is to post on a forum asking for experiences.  The computers in peoples' pockets also function as *gasp* a phone!

Walter may very well be doing what you say and could be backed up, or have some other issue, I have no idea.  If so, I suspect he is checking emails and voice messages before looking for generic "what's going on with RMT" threads like this one on the Forum.

-Dave

I've ordered items from RMT several times. Most items came pretty quick(less than 3-4 weeks). the last item i ordered took 3 months to arrive, it was supposed to take 3-4 weeks.

I remember something just like this about a month ago where someone was trying to contact RMT by e-mail and wasn't getting a response from Walter. The problem was their e-mails were being filtered into Walter's junk e-mail folder. I think you better call him. When we were in business, I did all our business by phone because I preferred using the phone over sending e-mails. If our customers e-mail us, I would always call them back. Like I have always said, if I lived next door to you and you went away on vacation and told me to watch your home, and one night I noticed a fire on the first floor, would you want me to e-mail the fire co. or dial 911.

Jim, I remember your phone calls.  They were always a pleasure for me.   Bob S.

Thank you Bob S.

Walter clearly cares and works hard to please his customer.  But he is only one person trying to run a whole business. I think sometimes it gets out in front of him.  Call or e-mail him and give him the benefit of the doubt.  He is a good guy, perhaps a bit resource challenged trying to be a manufacturer.  He's always done right by me.

As I mentioned when I started this post, I have sent emails to both RMT-Direct customer service as well as Walt at RMT-Direct and also to Walt using his ORG webmail address and like others have posted, I tooi have received no reply.

I would phone Walter directly but there's no phone number listed anywhere on the RMT-Direct website. If anyone could post a phone number where Walt can be reached, I'd greatly appreciate it. Thanks.

Hello Happy Pappy...............

I am sorry it happen to you, nobody should be treated like that    The vendor deserves to go out of business period.

Tiffany 

I've found calling to be more productive, 99% of the time you get right thru and in a few minutes you have an answer. Emails sometime don't get there for whatever reason, sometimes they get sent to spam. While it may be 2015 there's no rule that says you can't use a phone if you want, that's like saying I have Windows Office why do I need a pen and paper. I work all day with people who insist on using the latest tech for simple stuff, like taking a pic of a calibration screen on a machine so they don't have to write it down. Problem is if they loose their phone or aren't in on a day we need that info we're kinda screwed, if it's written down in the book we all have access to it, so there's a lot to be said for doing it the "OLD WAY".

Jerry

Jerry

Sorry about that experience to Pappy.     That is just BS!  Plain and simple!  

Ogaugeguy: RMT does not show any order related to your Forum email address as Lionelguyk@Localnet.com nor to zipcode 19007. Please advise RMT order number or perhaps what email you used to place order or adress zipcode.

To All: RMT does not have a published phone number. If an email is sent to RMT with a phone request, I will try to return a call in whatever time of day is shown in email. But...your original email needs to show a topic in subject line or else it automatically goes to spam. Right now I still have about 100+ emails to answer.

If your email is sent with certain encriptions that may be a tracker, spyware or other agenda, it automatically is deleted.

The most recent container from China did not have all the ordered RMT items included and then China went on Lunar New Year Holiday. Disruptions in getting enough workers back and hiring new ones has caused a continuing delay. Awaiting another shipment.

A member of my own family has gone through 3 medical procedures in the past weeks that has taken precedence over RMT. I try to fill orders as I can. Only a few RMT STO orders remain unfilled at this time.

A close relative is undergoing chemo and radiation. Susie and I are helping with their children.

We have just finished harvesting our 2014 corn crop, no room in silos and lousy weather had a big affect on this.

About 2 hours ago we finished planting our 2015 crop and at least this is done for now. Still going out tomorrow to help a neighboring farmer get his crop in.

Hope this answers most/any/all concerns from Forum members.

Thank you.

Walter/RMT

Walter, please respond to my preceding response for this thread (dated Apr. 20th). My emails sent to you at RMT-Direct since this response have apparently been deleted as spam on your end as I've not received a reply. Please note to respond to my email of Kennh at Localnety dot com rather than the one listed in my OGR profile. 

My order was from the second week of February with a 19007 zip and both my Kennh email address and personal contact number were included with order.

I understand from your reply to this thread why possibly I haven't received my GG-! but unsure about caboose since they're apparently in stock at RMT-Direct.

Thanks,

If you've tracked down this order, if you prefer, you can phone me at number I included with order.

I've changed the original title of this thread today in hopes of bringing this to your attention. 

...and the Webmaster just changed it back to a "normal" title. You can't put a whole post in the title!

Oneguaugeguy : I have an email teed up to send, to tell you how to resolve this; but I can not figure out your email address.  Is your email "Kennh at Localnety dot com" or is it "Kennh at Localnet dot com"  [the difference being no "y" on "Localnet" vs the first version?]  Your profile email has "Localnet" [no "y"].  Thus the reason I ask for the clarification on the internet provider....

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

I had placed a mail order for the S.F. Beep ( my first RMT ) and it had gear clattering problem so I send a e-mail to Walter, soon he sent me whole NEW Beep and told me to keep the old one. He paid for the shipping too.  Give him a chance ok guys, he will fix

what ever problems his customers have. It would be great if he can make a Bobber

caboose to go with the beep !!!!

Tiffany

Walter did eventually contact me about the order I asked about some weeks ago.  However, I have reached out again because the new delivery estimate has passed without any communications from RMT.  None of this is the end of the world and if the man is having issues I do wish him well.  At the same time, however, it is unsettling because one begins to wonder if the moneys charged for the orders are actually going to the orders or are being used to fund other orders/business activities.  Personally, I can understand the delays but not the lack of communication.

I won't be ordering again from RMT until there is a phone number posted on the website.

I have as much sympathy as the next guy but if a dealer sent me a stack of trains and instead of paying him I talked about harvesting my corn crop I think the dealer would say that's nice but how about you pay me for what you ordered.  I understand things happen...everyone has unexpected things happen.  But in this day and age, if you can't find a way to keep in touch with your customers someone else will.  Communication is a must for any business.  When that stops, well the business usually follows.  BigRail

I won't be ordering again from RMT until there is a phone number posted on the website.

Our number is in all our listings

My last RMT order was placed early November and received mid January.  At one point, I made an inquiry about the order status by sending a reply to the original order confirmation email from RMT.  I got a reply from Walter the next day.

Out of fairness, I wanted to update this thread.  I heard from RMT and some of my order is shipping, with the remainder to follow. 

I want to reiterate that I am pretty accommodating about delays -- it happens to Lionel and MTH as well in my experience.  I would just like to be able to hear back from a vendor and have a phone number.  I wish RMT well, and I hope these issues can be improved going forward.  But I thought it important to update the discussion given the implications for RMT's business.

Nassau-

I've bought things from your store in the past and I believe you are a reputable business.  Moreover, I appreciate your support of the forum and your good customer service.  But chiming in on this thread has a cheap-shot feel to it.  I say that not to be disrespectful but out of the same sense of fairness that I am updating the discussion for RMT.  Thank you and best regards

Ray,

I'm glad to hear that everything's coming together. BTW..I agree with you on the other.