Hi everyone, I know this is rare but I guessed I happened to purchased a lemon FVM loco online from a popular East Coast online store late last month. After running the locomotive for a few round on my simple Kato Unitrack layout, the locomotive suddenly came to a complete stop. It wouldn't start again and would trip the breaker in my Kato transformer. I decided to contact the online store which suggested I should contact FVM via e-mail or phone. I called and got a automated message saying that they will be back on Jan 17 from a train meet and a mini vacation. So I e-mailed them on Jan 19 and am still waiting for their response. I also tried calling them again today but got the same voice mail. Does anyone know if FVM have a decent customer service like Bachmann or Kato? Also, since I am no good at opening the locomotive, does anyone experienced a similar problem before with their ES44AC or DC? I will post my experience with Fox Valley Models customer service here to help others but if you had any experiences prior with them before please feel free to share yours. Sincerely, Leo
If you are willing to pull the shell and do some investigation, we could help you with the diagnosis. But it sounds as if you'd rather not do this. In that case, the locomotive should be returned to the online store. That's the only way to get your money back in full (as FVM obviously does not have your money). The store can then return to their distributor.
Matt at Fox Valley is very good at customer service and will stand behind his products. I have had a couple of problems with his Gevos and he was always very quick about taking care of the issues. It could be that the trip got extended and he hasn't made it back into work yet. Show just a little more patience and you will be taken care of. Since he is a 1 man operation, he probably has hundreds of emails backed up.
I had some persistent problems with my first 4-4-2 Hiawatha locomotive (N scale) and contacted Matt. He got back to me and I tried some things he suggested. Mine had bent side-rods (and had come pre-bent). I could have taken it back to the hobby shop for a refund but not an exchange since they were all gone. Matt asked me to send it to him. I got it back in about a week or two, repaired, and it's been running great. Matt is just one guy, so when he is at a train show he really is, and emails can go a little slow, but he took care of me and I think if you give him a chance he'll do the same for you.
Matt stands behind his products. I had a minor mishap and needed replacement hoses and a railing on one of my Gevos. I emailed Matt. In a few days, I received a response. My parts were promptly mailed to me. I am very happy with his support. I own 6 Gevos. I have 5 more on order. These are excellent locos ! Keith.
They are a little slow sometimes, it took me almost a year to get some replacement wheelsets. I sent 30 in and received 48 back!
I spoke to Matt on Saturday 1/21/2012. He is on his way to the Amherst Show in W. Springfield Ma. which will be held this upcoming weekend 1/28-29/2012. Rich
Thanks everyone for your experiences. Matt got back to me yesterday and yes he is still away at train shows until next Tuesday. I will keep you posted and crossing my fingers.
