[double00]

I admit that Hornby is not my favourite manufacturer, their models have little appeal to me. After sales and obtaining spare parts at most FOC, then Hornby is top of the range, something other manufacturers should copy and learn from Hornby.
Best after sales service manufacturer - Hornby.
Worse after sale service manufacturer - Fleischmann.

Best for sturdy and design manufacturer - Fleischman (dearest prices,
poor service).
Best for sturdy and design manufacturer - Heljan (moderate prices,good
service).
- Bachmann.
- Hornby. (cheapest prices, very
good service).

Best all round manufacturer - Hornby. (good value for what you pay and service).

 

[Dennis David]

I guess I've been lucky, any problem that I've had has been dealt with by the dealer. As far as my favorite manufacturer it would have to be Minitrix whose models have even higher detail than Fleischmann and the variety of their offerings (I'm talking European not British).

 

[60134]

As a retailer I must say in Fleischmann's defence that we have never had a reason to complain about the service we get from them. Spares are delivered within ten days and are only unobtainable for the very oldest models (even then newer components will often work).

We have a fourteen day "cooling off period" and a "no quibble" guarantee that we stick to religiously, even if it's just a question of a customer simply not liking the item purchased. Irreparable faulty goods (which I could list in single figures) are returned to the factory (usually via John Hills) and replaced or credited.

I have been sorry to read the saga of the noisy 614 and am not impressed with the service "double00" got from his retailer who should have taken the bull by the horns to start with. Some of these guys should remember that "the customer is always right" - even if he is driving you crazy!

Not, of course, that I mean "double00"!

60134

 

[double00]

60134 - how I wished that my purchase of the Fleischmann 614 DMU had been from you. It would be nice to have your name and address for future purchases.
I did write the Trade Standards asking for advice, well I could have saved myself the bother, no word from them.
The old saying, "if you wait long enough, the customer will give up". At my age, I will just do that, not worth the hassle and to Fleischmann, well done.

 

[double00]

Today, out of the blue, I received an e-mail from Fleischmann UK, and from its content, Fleischmann Germany had been in contact - in short, Mr Hills asks that the 614 DMU in dispute be returned to them before the Warley exhibition at the NEC in Birmingham, to enable them to replace the 614 DMU in question.
The support of all the members of this Forum, who all give me valuable help and encouragement - to everyone, my sincere thanks.

 

[Rail-Rider]

That's a very good response and, if our moral support helped in arriving at it, I am delighted!

 

[Dennis David]

Me too!

 

[CeeDeeI]

Well, well, a happy ending. That's great double00, seems the paying customer is thought of after all.

 

[double00]

Can I again ask the members of this Forum a "helping hand"?
If it is permissible to post a "Cry of Help" - I have chosen in the past and at random dealt with people who profess to be qualified persons in servicing and repairing all gauges of locomotives in both steam and diesel types - and up till now, my experiences have been anything but satisfactory.
Members, please if you have had dealings with a reliable and satisfactory repair person, perhaps you will share with me the repairer's name and address and I can assure everyone this will be most appreciated.
Thank you, double00.

 

[Rail-Rider]

Not long ago, Moderator 60134 dropped a very good clue as to where he works. He didn't want to publicise it on the board at that time, so I am not going to let the cat out of the bag. But, if you were to drop him a Private Message, I have a feeling that he would tell you.

 

[double00]

Mr Hills of Fleischmann UK, today sent me an e-mail to inform me that the 614 DMU was examined by a technician from Fleischmann Germany, who was in attendance at the Warley exhibition.
The technician stated the 614 DMU was suffering from nothing more than over oiling to the motor, and after a thorough clean up was tested on the Fleischmann display at the exhibition. The 614 DMU was found by the technician and Mr Hills to be running perfect with no sound emitted.
The original 614 DMU is now being returned to me with no question of any replacement being made.

Well Fleischmann, you win, with my health being poor, find to pursue any further too much a hassle.

 

[double00]

Well Fleischmann has contacted me again to inform me that the 614DMU should be sent to Germany for a further examination and that replacement was no longer on the cards.
It appears that Fleischmann are prepared to enter examinations of their faulty products or made to be seen in doing so.
My 614 DMU was sent to Fleischmann yet again on the promise it would be replaced - and again I received back with the fault of complaint being still well eminent, plus as a bonus, the interior lights no longer function.
Let future buyers of Fleischmann products - beware, that most probably you will be left with a white elephant, or you could use faulty model as a door stop.

Well this morning, I had a very pleasant surprise, in the post was a new replacement Fleischmann 614 DMU.
What can I say but thank you Fleischmann for reconsidering my pleas for replacing the faulty 614 DMU - my faith in Fleischmann in this instance has been certainly restored and appreciated.

 

[double00]

Fleischmann affair in replacing my faulty 614 DMU, has been amicably resolved much to Fleischmann and Mr John Hills credit.
The new replacement Fleischmann 614 DMU has been received and indeed runs very efficiently over my layout - a piece of excellent model engineering and worth the asking price. In addition to the replacement, Fleischmann have also reimbursed in full, all costs of postage incurred by me.
I can only now say "thank you Fleischmann, you now have restored my faith in your company and products".

 

[Gary]

Glad you like your replacement DMU and that your faith has been restored in those that represent the hobby.

Don't forget to send Pat Hammond an email for publication on his MRE site!

Yes, some of us make that a daily read aswell!

Happy modelling
Gary

 

[Rail-Rider]

Congratulations doubleOO!
I said, much earlier in this saga, "do NOT give up - never give up! "
So pleased that you didn't and that, however circuitous and long-winded, your persistence has paid off.

 

[CeeDeeI]

Great stuff, double00. I can't help but wonder how much influence all the remarks on this forum about the episode has had to do with the happy end result.

 

[Dennis David]

...probably nothing, but heck we can dream can't we?

 

[double00]

CeeDeei, without being long winded, you could be right in what you say.
In an e-mail to Fleischmann, I did slip by mentioning, that I contributed frequently to model railway forums.

 

[CeeDeeI]

There are literally thousands of purchasers of model railway equipment using forums all over the world and while manufacturers may, or may not, take notice of peoples want lists they most certainly don't want the bad publicity that justifiably unsatisfied customers can flash round the world in a few minutes.

 

[Dennis David]

You would assume that. You would also assume that they would want to use these forums for disseminating information on new products... I remember AtlasF1 had to struggle many years before they were taken seriously.