Last week, I posted asking for the phone number for Brooklyn Locomotive Works. Well, in the past week, I have gotten nothing but busy signal. According to the phone compnay, the phone is off the hook, not busy. My emails have not been answered, I can't contact by phone, and I am fed up with waiting. A reputable company should be able to deliver merchandise they list as in stock in under 5 1/2 weeks. A reputable company should notify its customer if there's a problem. A reputable company answers its phone to deal with customer concerns. A reputable company responds to emails asking about status of orders. Since BLW doesn't do any of those things, in my opinion, BLW is not a reputable company. I am sure there are those who will be quick to defend them, but why can't I get an answer. I have notified BLW that I am cancelling my order. I have notified my credit card company not to process any charge by that company. I guess I am not out anything, but time. I will order from N-Scale Supply, Rio Grande (4NScale) or Tex-N-Rails. I have NO LHS, and must rely on mail order. I guess my list just shrank by one. Am I out of line for expecting a company to handle an order within a momth or to let me know if there is a delay? Jeff
My experience with BLW is that I got the big stuff quickly but not the smaller items, nor anything that has to be ordered, even though you have that "order anything" option. Twice I was told they were "too busy" to order things for me after I inquired about delays. However -- their prices are among the lowest. I opt for service & price so I go to 4NScale or N Scale Supply. Mike Cannone San Diego, CA
On the Atlas board a couple of months ago there was a very heated discussion on this very issue, that got so bad Paul Graf had to shut it down. BLW seems to be bi-polar. On one side they have a cult like following, on the other are people who have had similar experiences as you, RevNJeff. I agree that price isn't everything, and that is all BLW has going for it. There are plenty of other more reputable sources out there like Rio Grande aka 4nscale, whose prices may be a little higher, but the better service makes it worth it.
Sorry you had bad luck with them. I have heard many happy and dissatisfied customers. All I can say is that I have ordered from them once with no problems. I have never being to their store front or dealt with them a long time. I know that some store owners are better left off the internet. The reason is they just don't know how to deal with that kind of a beast. Maybe this is the problem? I would suggest faxing them if the phone fails as you may have better luck.
I use Con cor as my standard for comparison - I order fairly regularly from them. There have been two occassions where they have had a question or problem with my order - THEY CALLED ME! weeks didn't pass and force me to call them to find out what was going on. They also respond to my email inquiries, usually within 2-3 days (they are a small outfit that gets hundreds of emails a day). They quote 2-3 weeks delivery, but so far everything has arrived within 5 business days of placing the order. If a mail order/web dealer can not meet or beat these standards, I usually won't do business with them again - there are plenty others out there. Voting with your wallet is the most powerful tool. [ 06 June 2002, 17:42: Message edited by: ajb ]
I don't think any of the dealers are perfect. I am not going to flame any one of them because every case has different specifics. But I have had problems also with one of them and when I tried to reason with them they cancelled all of my other reservations. That was a shock to me for I thought the customer was always right. My money spends the same at any of the dealers so I have taken my business elsewhere. I learned from that experience that if you can talk to them over the phone, do. Communication via e-mail sometimes lacks the personal insight needed in completing a successful transation. Good luck all!
That is true a lot of the nuances of verbal communication are lost, but the biggest advantages of email are a written record of the communication, and you are in control of when it is sent, read and responded to, no busy signals, plus if there is no 800 number to call - email does not incur long distance charges.
I have naver had a problem w/ my one transaction w/ BLW, a set of 2 3-pks of BNSF Intermountain 4750cuft hoppers, custom by BLW. I have had great service from N Scale Supply. Check them out! Ask about their used inventory. Good stuff there, too.
I have never had a problem with BLW, nor TexNrails, nor Caboose Hobbies, nor N Scale Supply. I have also had no problems with M.B.Kleins, although they seem to refuse to come into the modern era of websites & ordering I guess like most folks, I vote with my $$$ ,,,, maybe not enough to worry any particular dealer, but it could be. One thing that I learned from being in the retail business 20+ years is that a satisfied customer generally tells a few folks; a dissatisfied customer tells at least 11 other people! Harold
I have been reading over BLW posts on several MRR sites for months now. I just can't figure out what's up with this place.
Actually, M.B. Kleins has a brand new website: www.some train store.com I think it needs some work but at least they have one up now. N Scale Supply hads definately given me better service then anyother shop I have ever dealt with. Although they do carry my product line, I am saying this out of sincere honesty and truth.
If a company deals on the internet, there is absolutely no excuse for not responding to queries, etc. E-mail is instant and cheap, and need not take long to send off a bunch of replies. IMO service is more important than price alone, I hate to be kept in the dark and certainly do not leave my customers guessing!
great point Alan - In your case I would bet that time zones and international calling charges would make it difficult and expensive for you to call during normal business hours in the States. Email becomes your greatest ally for communication - My company does nearly all of its European communication via email today for this reason. Any company, for whatever reason, that does not answer phone calls and respond to customer inquiries, does not give the appearance of one that is concerned about customer satisfication.
I have no major complaints with BLW. RevnJeff -- check their website. Phone calls are only accepted at certain times. You also might try directory assistance and see if there are other phone numbers as well. Hey, RevnJeff, any mail-order place run by "Peter and Paul" can't be all bad!
When I need to contact Pete at BLW and I can't get through on the phone or get a response from e-mail I send in a fake order off his web page and in that order I ask that he contact me via e-mail or call. He checks these orders 24 hours a day and responds each and every time.
The way I see it.... if you have an Internet website to SELL things on, then you are in the Customer Servive business.... it does not matter if it is N scale trains or rare art objects. The point is, that it is all about the customer. Barring any significant web/server crash, all web dealers should be responsive to their customers requests. Harold
