Back in March I was doing some drawbar pull testing... http://www.trainboard.com/grapevine/showthread.php?143989-T-H-E-R-R-Reborn!/page54 I noticed my ES44AC had a 'hitch in its giddyup' on the rear truck. Further inspection revealed the axle cups on the wipers where 'egg shaped'. I contacted Matt to see how much 4 new ones would cost me. Within a few days 4 new wipers came in the mail. NO Charge !! I put them in the locomotives jewel case as I was busy ballasting Lucky Penny Yard and doing some scenery work. Forgot all about them. Today I went out to run some trains. As the ES44AC came by...a light bulb went off in my old brain and I remembered the new wipers ! I replaced the wipers and am happy to report the 'hitch in its giddyup' is gone The locomotive is running fine now I dont remember if I thanked Matt way back when...so I want to do that now... Thank you Matt !
While Matt is very busy, he always serves up excellent customer service when there is a problem. I had two of the NS Heritage Gevo's that had shorts in the motors. Matt shipped me two new mechanisms that he tested before shipping. Swapped the mechanisms out and never looked back! This is why I do more business with Fox Valley than any other manufacturer. And let me also shout out a thank you to you Matt - THANK YOU!
It is nice in this day and age to actually have some decent customer service and someone who will stand behind their products.
I unfortunately broke a sunshade off of one of my NS Gevo's. I E-mailed Matt & he said he could get met a couple of new sunshades but wouldn't guarantee they would be black in color which I said was fine with me. Well low & behold when the arrived they were black, needless to say I was very pleased. Now that's Fine Customer Service.
I have to agree with everyone... I had the same issue with one my newer NS GEVO's that mtntrainman had. I too asked how much for new ones and he sent them to me no charge..
I could not be more satisfied or happier with FVM products! superbly top notch products and super communications... what more can be said! thanks Matt sincerely Gary L Lake Dillensnyder
The FVM locomotives I own are the best I've seen. I can't wait for the ACes to come out, they look amazing and I'll be getting the Wabash :teeth:
I wish I could offer such thanks. I bought a 2nd run Hiawatha 4-4-2 and attempted to put a decoder in it. The loco takes off under its own mind. Put two other decoders in it, including the one that works in my 1st run Hiawatha, (all three decoders work in other locos and got the same result. Emailed Fox Valley in Dec. and still have not heard one word.
Call Matt on the phone.. My ES44AC is still not my best loco...its finicky...but have to admit Matt went all out to help me get it running better.
Lets also remember that all manufacturers have units with issues that does not spoil the whole release. For example, the two Kato GS4's in the black paint arrived with the wheels out of quarter from the factory. That doe not mean the whole release suffers from the same issue. And the best way to deal with it is to establish a dialog with the manufacturer and seek a resolution. Also, there are always going to be lemons, it is a statistical certainty. And some are always going to be better or worse than average. Larry, your symptom is mostly likely that there is a short that is bypassing the decoder and sending 100% power to the motor. You may want to try and contact him again, if I remember correctly, there were issues with his computer and may have lost some emails. All that said, every issue I have had with FVM has been graciously handled to my satisfaction by Matt.
