Anyone else had really crap customer service from Rails of Sheffield? Sent them the little Industrial Sands shunter back in February as it suddenly seized up and made a pretty awful noise, bought last October so only 5 months old. Had it a couple of weeks, sent it back to me. Stated on the box Tested by SC, put it on the track immediately noticed it was out of quarter, stumbled over about 30 cms of track and seized again, with the same horrible noise. Sent it back. After a week I rang them, they said it had a broken gear inside, a fault that had not manifested itself when they inspected it on its first visit. They said it would have to go to Bachmann. Heard nothing after 4 weeks, rang early yesterday, was told by a very pleasant lady that she would chase it up and get back to me. Nothing. Rang this morning, spoke to another pleasant lady, told her about yesterday. No apology for not getting back to me, said she could look into it for me. I said at what point could I have my £230 back for this sound fitted loco, oh it’s past 6 months old so we can only offer a replacement or credit note. At this point I pointed out it was actually 5 months old when I originally sent it for repair, it was I feel their issue that they misdiagnosed the fault. Accepting her argument I said well go on then send me a replacement, she then said that’s not possible because of their procedures, and won’t be possible until they receive the loco back from Bachmann, at the present they are expecting the loco repair to take between 6 to 8 weeks. I said ok but I’ve now decided I don’t want that one back as it could fail again leaving me with a faulty loco that’s out of warranty, be interesting if they want to send it back to me when it’s fixed. Not happy at all with them and won’t be buying anymore locos from them, spent a lot of money there in the past.

Posted by Gez - Lock Down Railway at 2026-04-01 13:02:28 UTC