After my experience with the TGV Thalys set (please see my other topic), I gained a few insights and would like to share among the group here in sending your problem product to Kato USA. There are two ways to do is: 1) The telephone way: a) 847-781-9500 ext 208 for general inquiry 2) E-mail way (the better one): a) Repairs@katousa.com b) Under subject line, type in accordingly: <Subject> <Kato item #> <e-mail address> To send the product, you simply send the problem item and not the whole set. Kato USA said it is best to use the given Kato box (your loco box) and put item in between two sheets of protective layers given to you. Also, the postage is not paid for so you need to consider that when you send it. However, the return postage is paid for by Kato USA. Finally, Kato USA also suggested that the most common problem is the connection problem which can be corrected by simply removing the film accidently left between the electric connections from the manufacturing process. Overall, I got to say the customer service at Kato USA is pretty good and responsive. Now, if possible, can our fellow members share their stories or steps to send defective products to other manufacturers. I think it will be a great help to us all
to2leo, When I have gone on their websit there is no address of telephone # to address problems. The first thing I'm going to do is ask them how they recommend making their Jap. passenger trains DDC ready. Thank you!
