Reply to "Best Smoke Fluid ???"

My experience (this month) with MegaSteam

After my train hobby fell dormant for a bunch of years, for various reasons, this Christmas season I got out my trains and set up a Christmas tree oval. I can’t dignify it by calling it a layout as it’s only a rectangular oval with a couple of figures scattered about, but it gets the job done.

I did not have any smoke fluid, so I began shopping. (Previously, I was using MTH ProtoSmoke, but it got lost in the shuffle somewhere.)

Mega-Smoke came highly recommended, but after I ordered a couple of bottles I had an issue. I purchased Pine and Smoke Pellet, and away I went, ……. that was until I tried the product. I started with the Pine scented fluid, and never got to even try the Smoke Pellet. The Pine fluid has no discernable “Pine” scent, but instead smells like something all its own. I thought maybe it would take a few refill cycles of running the train till it no longer smokes and then refilling, to flush out any remnants of the previous fluid. I ran no less than 4-5 cycles with no joy, so I called the folks at MegaSteam.

This is when it really got frustrating.

I asked if it might be possible that I got a bad batch of fluid as there was no pine scent at all, and what could be done. Immediately, (and quite defensively) I was told it’s not possible that there could be a bad batch of fluid, because everything is tested. I was then told that by running repeated cycles of refilling the smoke unit that should do it. I mentioned that I had already run 4-5 cycles before calling, so now the fellow I spoke to asked if the bottle of fluid smelled like pine. I checked, and it just barely does, so I said yes, but it’s quite weak. He said that’s as it should be and then immediately recommended their “Eliminator” product as the answer.

What got me upset was actually a few things.

1. The information on their web site does not point you in the “Eliminator” direction when shopping for smoke fluid. Here is what their site says about it, but that’s only when you go specifically to this product:

New Product: Eliminator

• Special Treatment for smoke units to eliminate bad smells.
• Safe in all smoke units and compatible with all JT's Mega-Steam scents.
• Use like smoke fluid. Add 15-20 drops to smoke unit to cleanse the unit.
• Results are usually achieved in 3-4 filling cycles.
• Use as needed to keep your locomotive's smoke unit smelling clean.

1. Nowhere – when you shop for Smoke Fluids as I did, is this Eliminator product mentioned.
2. The JT’s Megasteam individual I spoke to (I don’t remember his name, but I think he identified himself as the owner.) immediately said, “We have this new Eliminator product that will solve your problem, …. yadda, yadda, yadda, and if you want to order some I’ll make sure when I see your order come in, I’ll get it out right away.” Period, end of story!
3. So now, I would have to spend another $10 for eliminator plus $6.00 for shipping!
4. The web site lists their smoke fluid as follows: Notice the price: $5.00 per 2oz dropper bottle. HOWEVER, when I actually ordered the fluid in the shopping cart it was $6.00/bottle, and the shipping charges are a bit much, as well.
5. So, in addition to the Eliminator debacle, I felt like they were being dishonest about their pricing. The pic says $5, but it jumps to $6 in the shopping cart. Yea, it’s only a buck, but is just feels slimy!

This whole situation infuriated me, mostly because of the matter-of-fact attitude I faced when I called. My call was an opportunity for the folks at MegaSteam to correct a situation for an unhappy customer, and earn his/her loyalty.

My smoke unit didn’t have a “Bad” smell, it just didn’t have a pine scent, which is what I paid for and, why I bought the MegaSteam product in the first place.

At this point I’m not sure I’ll ever do business with them again, nor can I recommend them or their products.

What I think would be a smart business solution, is to package “Eliminator” in a small blister pack (something like what is pictured below, which would be enough to “flush” one or two smoke units for a scent changeover).

Additionally, a statement at the smoke fluid main selection page something like this is appropriate, that is if a company really cares about their customers and repurchase loyalty:

Note: Regardless of the smoke fluid type/brand/scent used, when changing from one to another, especially in the case of scented fluids, the need to clean all remnants of the previous fluid is necessary in order for the currently desired scent to work as desired. Left over constituents from a previous fluid can cause various odors which may not reflect the desired outcome of changing to a different fluid/scent, and may in fact be objectionable.

We have developed XYZ product specifically for the purposes of cleaning smoke units of the undesirable constituents which adversely affect the ability to obtain the scent you desire. Failure to properly clean your smoke unit(s) in this fashion may cause you to be unhappy with the scent produced by any given fluid, leading you to believe it is the fault of the fluid itself, when it is not. Our cleaner neutralizes the undesirable scents, allowing the new fluid to produce the scent you paid for and desire.

Some claim that multiple fill cycles with the new fluid will eventually flush out the smoke unit to the point where it will produce the desired scent of the new fluid, and while that may work, it is wasteful and during the multi-cycle changeover process, may produce objectionable scents. Our XYZ product solves that problem, and is a more economical approach. (end of text)  

So, to sum things up, had the MegaSteam folks said something like this: Hey we’re sorry you are having this problem, but here is what we think may be a workable solution. We have this product called XYZ. It is specifically designed for situations like this. We have it listed on our web site, and it normally comes in X ounce bottles, for $X.XX. What we can do is send you out a free sample pack which should have enough XYZ product to clean and change over one or two typical smoke units. Once you give it a try I’m sure you’ll want more, so I’ll include a coupon with your sample pack for $1.00 off your subsequent purchase of ZYZ product. Does that sound fair?

As a customer, that’s what I’d expect from a company that cares, and quite honestly if that was done, I’d be a customer for life and there would be no question who I’d recommend whenever the subject comes up. Right now, instead, this is the story I tell, and forums like this are a great place to do it.  

Regards,

GT