Has anyone else had difficulties in getting MTH to answer warranty requests? We have been emailing multiple times, sent the requested information, but get no response.
Doug
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Doug call them they will not answer emails!
They have been extremely short staffed for the past several days due to the weather. If you call, you'll get a message that you should expect longer than usual hold times until the current weather-related problems have abated.
My experience with MTH Warranty/Tech. Service has been Absolutely Positive!
I have had good response via emails but I've had better response via Telephone.
However, as Barry stated, during this period of inclement weather where MTH is located you should expect some inconveniences.
Chief Bob (Retired)
No I have not, but I always call them, never email. I have always gotten good service with everything I needed by calling them. However, I have never had a warranty issue. As others have said, allow time for recovering from the bad weather delays.
Oh yes. Terrible trouble. Twice.
Most recently, I filled out an online service form three times for the same problem. (A bobber caboose that I bought was built without centering springs in either coupler, leaving the couplers absolutely rigid.) On the third attempt months later, someone finally emailed with a courtesy reply that my request had been forwarded and I should get a response soon. That was almost two years ago. Still waiting.
On a previous occasion many years ago, I inquired about a part (front coupler for the Docksider). No response.
I appreciate the suggestion about calling instead, but because email is the more efficient way to make contact (given that both parties do not need to be available at the same time), there is no excuse not to transact business just as reliably as a phone call.
We have been trying to reach them via email with attachments, photos and proof of purchase. We have been attempting to reach them for over 3 months no response. My son, is the purchaser and he is very turned off on MTH. We will try calling.
Thanks,
Doug
FWIW...
Anyone who would rather complain here about non-response to E-mails, which nets absolutely nothing, instead of making a phone call that could potentially resolve an issue, would seem to me to engaging in pretty poor decision-making.
Yes they have been out due to the storm but I called yesterday and after waiting for about 10 minutes I talked to one of the techs for quite a while he answered all my questions and I'm sending my unit back
Phone vs. email - who gives a rats tail - practicality demands you use the one that facilitates the best results from a vendor - not your personal preferred way of communicating. BTW - I have always had very good results with MTH via the land line and Lionel also
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If you buy from a dealer that is a factory authorized service center you've got a pretty solid chance they will take care of most issues you may have. I will usually fix my customers purchases but if you dont buy it from our shop I will not do warranty work.
