calling MTH service

Tried calling MTH service and was put on hold for 18 minutes then 5:00 came so I ended my agony. Third call to see about a repair I dropped off over a month ago. Still have no idea the status of my item. Would be nice if a customer service rep at least picked up to let you know they know you are still holding. 

Original Post

Midge seems to be the only reliable person there, and when I spoke with her at York, she mentioned retirement.  If she's retired already, the place will fall apart in short order.

I interviewed in the place years ago, there were just a couple guys doing repair work, and one young lady in the customer service area. Figured since it was around lunch time, that's why the place was under staffed, but taking a tour on a bus trip to visit Tony Lash's layout the place appeared even more understaffed.

Jim B&O, Ma & Pa., Canton, and WM

TCA '04, WB&A '05, MDOG '11

"Be happy. You never know how much time you have left"

I called today for some service too.  I started my phone call as work was ending.   Something close to 25 minutes went by as I was driving home (Hands Free Bluetooth) and a very nice lady named Victoria came on the line.

Victoria apologized for the wait, asked me relevant questions to my problem and promptly got me an RA number.  She even said she would email me all the instructions on what to do next so I would not have to try and write anything while I was in my car.  The email was waiting for me when I got home.

Incidentally, I tried to call a NASC that was close to me as identified on the MTH web site.  I called Tuesday and left a message and then called again today as well.  Even though their message said they were open, no one ever answered or returned my call.

So at least I got MTH to answer the phone, even if I did have to wait 25 minutes.

Ron

"I'd rather be lucky than good"

david1 posted:

The best thing to do is find a local guy that can do your repairs and forget sending items to MTH.

I run mostly MTH and have not sent anything to MTH for the past 8-9 years thanks to a tech I trust.

 

That easier said than done if the work is warranty work.

You are right however when you find someone good.  For me,  All non warranty repais go to GGG on this forum.

Ron

 

 

"I'd rather be lucky than good"

Jim 1939 posted:

And this being a company that some of you buyers spend thousand's of dollars per year to.

Have to admit I was thinking the same thing while passing the 20 minute mark on hold.  We have 12 MTH engines and Zero Lionel engines.  I was wondering if the Lionel customers have the same problems?

Ron

"I'd rather be lucky than good"

trainworld plus mth is hell. My new Chessie right out of box wouldn't work. I call trainworld. I told them my problem. Dude was rude and said ohwell, send back and we work on it. I said are you out of stock, he said no. I said well i mean this is broke out of box, shouldnt i get a new one. No. send it back and we  will pay to send it back. After 2 or 3 people, a lady suggests ask Mth to help. I said i will but still not right to push it MTH, heck though maybe it is at the price. 2 hours of back and forth calling and mth worked on mine, but I really think i might of got a new one. My Styrofoam was ripped and box hand a peel from me ripping tape off. I got a fresh box with no foam tear. Good service once i got a hold a real person that really new what they were doing.

Ron045 posted:
Jim 1939 posted:

And this being a company that some of you buyers spend thousand's of dollars per year to.

Have to admit I was thinking the same thing while passing the 20 minute mark on hold.  We have 12 MTH engines and Zero Lionel engines.  I was wondering if the Lionel customers have the same problems?

Ron

Lionel Customer Service says they aint ready for work until “sometime” in the spring.  

People over at  Lionel must be eating well.

I quote:

“We do apologize but this issue would not be covered under warranty. At this time we are not accepting charge repairs until sometime in the spring. You may take it to a local service station for repair.”

 

FWIW,  Midge has not retired.   

 

 

TCA-79-13758

T.T.O.S.-3057

LCCA-28444

LOTS-RM-4833

MTH DCS and Wi-Fi  Beta Tester

MTH Factory  Certified Technician-6 schools Repair Technician #990284

LIONEL Factory Trained certified  Repair Technician #10140

Member Mid America 3 Railers and NJ HiRailers

 

 

 

Arthur posted:

REPAIR TECHNICIAN it's "They're very busy" and PENNYWISE it's "their parents basement".

Retired English teacher, can't ignore.

 

My parents were both high school and college English teachers and I still love to "murder the Kings English"

from time to time.  Just enjoy the fact that even with misspells, the idea does come through. Well, almost

always!!

Bernard

repair technician posted:

FWIW I don't know where you guys get your information but midge has always helped me with any order and does an excellent job and no she is not retiring for 5 years talked to her last week when I ordered parts!

Alan

Nowhere above does it say Midge does not do an excellent job.   The staff just needs help.  When customers are on hold forever and repairs take 4-6 weeks, that is not a customer friendly approach to business.

And before our english professor chimes in, Midge is a proper name and deserves a capital "M" in her name. 

Have fun with the trains that still run until your broken ones return.

Ron

"I'd rather be lucky than good"

Please be advised they are buried right now. With all of the standard repairs, plus the additional holiday repairs you are looking at a minimum of 6-8 weeks. When you dropped it off for repair, they should have given you a service tracking number You will see when it has been moved from received to being repaired, and from repaired to be shipped. This has always been my case when sending items in around the holiday season.

 

Joe Gozzo

Trainlover160 posted:

Please be advised they are buried right now. With all of the standard repairs, plus the additional holiday repairs you are looking at a minimum of 6-8 weeks. When you dropped it off for repair, they should have given you a service tracking number You will see when it has been moved from received to being repaired, and from repaired to be shipped. This has always been my case when sending items in around the holiday season.

 

Joe Gozzo

Yes I understand. Technician was checking on their ability to make the repair or not. I was following up when I encountered the long wait time. My RA number was never recognized by their website.

Gerry posted:
Trainlover160 posted:

Please be advised they are buried right now. With all of the standard repairs, plus the additional holiday repairs you are looking at a minimum of 6-8 weeks. When you dropped it off for repair, they should have given you a service tracking number You will see when it has been moved from received to being repaired, and from repaired to be shipped. This has always been my case when sending items in around the holiday season.

 

Joe Gozzo

Yes I understand. Technician was checking on their ability to make the repair or not. I was following up when I encountered the long wait time. My RA number was never recognized by their website.

Happy to report my engine arrived the other day and was repaired perfectly. When I spoke with tech he was apologetic to the long wait time and they did seem a bit overwhelmed but in the end it all worked out. 

Pennywise11788 posted:

trainworld plus mth is hell. My new Chessie right out of box wouldn't work. I call trainworld. I told them my problem. Dude was rude and said ohwell, send back and we work on it. I said are you out of stock, he said no. I said well i mean this is broke out of box, shouldnt i get a new one. No. send it back and we  will pay to send it back. After 2 or 3 people, a lady suggests ask Mth to help. I said i will but still not right to push it MTH, heck though maybe it is at the price. 2 hours of back and forth calling and mth worked on mine, but I really think i might of got a new one. My Styrofoam was ripped and box hand a peel from me ripping tape off. I got a fresh box with no foam tear. Good service once i got a hold a real person that really new what they were doing.

I had similar problem with Trainworld, A few years ago I ordered a add on set for the Reading RDC cars only to receive the Long Island add on. I phoned and spoke to some rude woman who told me to send it back and they will replace it or I can reorder and they will credit my account when they receive the incorrect set back. I asked about being reimbursed since it was there error only to be told it was my responsibility to pay return shipping. I can honestly say it was my final order from Trainworld.

Sueme Valley System

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