Originally Posted by graz:
I'd like to know what everyone's definition of good customer service is?
You pre-order a new loco from a local dealer and it's dead when you get it home.
What level of service can you expect from this local dealer that may not have any extras in stock to allow for an immediate swap. At that point, you're shipping it yourself back to the MFG and the dealer is out of the picture. Yes, they can pre-test it at the store but again, if they have no extras, it doesn't really help.
Excellent question. The only dealer from which I order and spontaneously buy in-stock engines is Walker's Hardware Store. Why? Two scenarios:
- ordered a scale Lionel FEF in grey. Got it home and all it would do was hop hesitantly down the track, and even that only when it was inspired. I took it back to the LHS, and he replaced it immediately with a black one that ran, which still has its place on my layout. Good enough for me.
- bought a Lionel Santa Fe ABA from the same LHS. It would only wiggle and struggle when powered-up. Returned it to the LHS, and it was immediately replaced with the same engine but in PRR livery. Still runs continually on the layout.
Good enough for me.
However, I am not buying engines any more - several dozen+ is enough for me.
