Hi folks.  What is the general response time in getting info back on parts support requests from mth? 

I left Midge a message and sent an email last week at her request, with item numbers and pictures. (I got an immediate call back to make sure I had the right email address.) 

I haven't heard back one way or another one availability or identification.  I don't want to be a pest but i want to get my repairs going as well.  What type of response time has anyone else had?  I haven't called mth for anything directly in a few years.

JHZ563

Original Post

I think many of these non essential business are like many of us and are shutdown.  I really think we need to give these folks some slack here.  I really doubt there is anyone even working right now at MTH or Lionel for that matter.

MartyE posted:

I think many of these non essential business are like many of us and are shutdown.  I really think we need to give these folks some slack here.  I really doubt there is anyone even working right now at MTH or Lionel for that matter.

That was another reason for the question.  I meant to mention something about it and I forgot.  I was surprised I got any response last week.  I am not sure what businesses are and are not operating in the state of Maryland.

Well as far as I know pretty much anything non essential is a no go in most places so I suspect MTH is part of the "stay at home" program.

I think we all are going to need to assume that unless otherwise noted by businesses (like the companies on here working online), a lot of businesses are basically limited or not functioning at all. Customer service if they are set up for it can work from home, but someone needs to pick the parts and ship them with the OP's original query,and that may not be allowed (depends on local rules, it varies). Those who are operating have very limited people, if they are operating they likely have one person in the office doing this, and the rules may be different if the owner of the business is doing it vs an employee.  Not all companies have updated their websites either, so it can be hard to tell if they are operating. 

 

I vaguely recall that MTH's email about their shutdown said that repairs and parts orders would be low priority or not available during the shut down that began about a week ago.

Being to the MTH Facility many times which is quite large I am sure they could operate in a manner that exercised social distancing but If the Governor said they must shut down which appears to be the case then they must shut down. I think that somewhere there was a post stating that to be the case.

Forest.

P.S. Jon Z could possibly give us some insight as to what is going on.

Last edited by Forest
Forest posted:

 

P.S. Jon Z could possibly give us some insight as to what is going on.

How could Jon Z tell us what's going on?  He's in San Jose.

Jon Z. never had anything to do with MTH, and he's left Lionel for greener pastures.  I can't imagine what he would know about the MTH situation!

I live just north of Baltimore and I can tell you that Maryland will be locked down and keeping their social distance probably until at least the end of April.  Maryland postponed the reopening of grade school until the 20th of April.. Everyone seems to be working for home via the internet.  Only necessary service are working as BG&E, police and other public services.

  

Last edited by Macaroni
Jeff Horn posted:

MTH site has a "newsletter" describing their current closure and what is being done on a limited basis.

News to me, I don't see it on their site.

gunrunnerjohn posted:

Jon Z. never had anything to do with MTH, and he's left Lionel for greener pastures.  I can't imagine what he would know about the MTH situation!

Sorry. I posted the the wrong Jon. How about Jon G.

Jeff Horn posted:

MTH site has a "newsletter" describing their current closure and what is being done on a limited basis.

Can you post a link to it. I can't seem to locate it at the moment.

I got an MTH update in an email a day or two ago.   Here's a link from that email to a web copy of it.

Also they had a live update or something on Facebook on Mar 23. I don't use Facebook but they might have the video posted there somewhere?

 

Last edited by rtr12

Thanks Tom, I didn't get that email. 

I also didn't waste time on Facebook sitting through them droning on and on about various products, I'd much rather simply read about them on my own time.  For one, I can read much quicker than they can talk.

rtr12 posted:

I got an MTH update in an email a day or two ago.   Here's a link from that email to a web copy of it.

Also they had a live update or something on Facebook on Mar 23. I don't use Facebook but they might have the video posted there somewhere?

 

Thank you "rtr12" knew I read this somewhere, just couldn't remember where. After posting reference to the wrong Jon I thought maybe I finally went completely nuts. Still only halfway there it seems.

Last edited by Forest

GRJ, my pleasure, I certainly agree with you on the facebook stuff too. Videos are ok once in a while, but I mostly prefer reading about things.

Forest, you are most welcome! I have these same experiences myself, becoming more frequent with age. And I am also sticking with being only half nuts myself, until proven otherwise that is. 

I had signed up long ago for MTH newsletter. Newsletter comes via e-mail. The "sign up" link is on their site, not the newsletter itself. Sorry to mis-state or mislead.

jhz563 posted:

Okay,  so under normal circumstances,  what is the usual response timeframe?

Under normal circumstances, I've had mixed results.  Sometimes, I got results (questions answered, parts ordered and sent) in very little time.  I've also had one or two times when I never got a response despite a few emails and phone calls to Midge and Debbie.

gunrunnerjohn posted:

Thanks Tom, I didn't get that email. 

I also didn't waste time on Facebook sitting through them droning on and on about various products, I'd much rather simply read about them on my own time.  For one, I can read much quicker than they can talk.

They addressed the quarantine shutdown but a number of depts will be working at home at the 1 to 4min mark on the FB and youtube video.

Actually Midge got back to me with a detailed response yesterday afternoon,  now I need to answer her questions.   Since I am an electric utility worker,  I am still working 6 days a week,  so my response have to wait until tomorrow. 

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