While converting my Atlas GP7-TT's to DCC I made a miserable discovery: At 08:57 PM 11/10/2002 -0800, you wrote: >I bought 10 peices of LE0511W decoders from Tony's Train Exchange, 1 >package was factory sealed WITHOUT a decoder in it. I just discovered it >today, but the purchase was made June 13, 2002. >I doubt that Tony's will honor my claim but I will make it anyway. I >just want you to know about the issue so no more decoder packages get >shipped without the decoder inside. >Thank you, Robert Ray > >-- >Robert Ray > >The Northern Pacific and Union Pacific N-Scale Railroad >http://home.attbi.com/~pray59/ Hi, Robert, No need to contact Tony. We'll take care of it for you. Mistakes are rare, but sometimes we package so fast it happens. Please send us your mailing address. -------------------------------------- [] Debbie Ames [] [[[] support@lenz.com Even though several months had passed since the purchase, Lenz honored my claim. I vote them an Honorable DCC Manufacturer!
What a pleasant surprise! A company that hasn't forgotten that a happy customer is much more valuable than whatever they spend on a few replacements. I'll check them out, when DCC comes into my budget. [ 11. November 2002, 16:20: Message edited by: Biggerhammer ]
I've a friend using this brand for his HO empire. He's also had good results in contacting Lenz. Sounds like these people are definitely head and shoulders above many other companies. Boxcab E50
I've checked out every DCC company and their products researching which one I like best. By far, Lenz has me in their corner all the way. The others are all great in their way, but Lenz has more high points, customer service being a big one. Thanks for the info!
I frequented the Lenz Yahoo list for some time while trying to decide which system to buy and Debbie Ames posted a number of times there to help with problems. But from what I've heard DCC suppliers seem generally to be good for 'honor'; perhaps because they are mainly small/modern companies and there is a fair bit of competition in the DCC arena. I had a 'good' experience with Soundtraxx. I bought some of their decoders a year ago, but for various reasons didn't unpack them until they were outside warranty. I then stripped and tinned the wire ends and hooked them up to a test rig before installing in locos (so they were now out of warrantry AND 'used'). While hooking one up I found I was missing a wire . Turned out it was cut to a stub at the circuit board. I couldn't find the missing piece anywhere, so was fairly sure I hadn't pulled it off while stripping the ends. I contacted Soundtraxx explaining my woe. They said "that's OK, send it back", and they fixed it FOC no problem .
All of these posts exhibit what is a common thread ( to me ): REAL customers want REAL customer service! I have been in retail for 20 + years now,,,, I think an old adage still holds true: a satisified customer MAY tell others about their experience; however, a dissatisfied customer will tell at least 10 other people about their experience! Harold
My decoder came in the mail today. I replied with thank you e-mails to Tony's and Lenz. The funny thing is... and this is real strange... The date on the stamp says Nov 05, 02 which is before I discovered the decoder missing. Also, it came in a yellow cushioned envelope which someone had opened, and not bothered to tape shut! I don't know how the decoder made it here without falling out of the envelope, but I'm happy it didn't because I sure would look stupid sending another claim for receiving an empty package!
Does your home address include the phrase "Twilight Zone"? (Check carefully - it may be in invisible ink )
