Customer Service Kudos

[up148]

This is about HO, not O scale, but it's trains and speaks volumes about the company in question. I have a grandson in his early teens who recently bought a better quality beginner HO train set (No dcc, sound, etc.). So, I decided to get him a state of the art DC/DCC loco for Christmas to introduce him to what's available in HO (yeah I'm trying to hook him). Knowing Scale Trains is one of the leaders in the "new" style of HO trains I decided to go with them.

I bought the model from Lombard Hobbies a couple of weeks ago and I noticed upon arrival one of the hand rail stanchions was broken off. The way the manufacturer packs the models for shipment you'd almost have to be run over the package to do any damage. So, the only way this could have happened, is if someone took it out of the box and broke it off and then returned it to the factory package....the broken stanchion was not in the packaging.

I contacted Lombard and explained what I found and heard nothing back......this is the kind of customer service I expect today....a big FU.

So, I figured I had nothing to lose by contacting Scale Trains on the off chance they might have a handrail section I could buy. Below you see the gist of our correspondence. To say I'm blown away is an understatement. Not only do they offer and incredible model but their customer service is second to none. Just restored my faith in some companies and I needed it.

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Thanks for the follow up. The short answer is you will receive an automated message once the parts have been processed. The system we use is for tracking and logging requests, so it is not necessarily a person.

Yes. You will be sent a replacement, you should have received an automated email from our system letting you know that we received the request. Once processed we will ship the handrails to you at no cost.
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