Atlas customer service

[bar]

I recently contacted Atlas to enquire of what turned out to be incorrect drawings on the website for the new issue of HO BAR Geeps, as well as whether Atlas was including the characteristic BAR winterization hatch and bell. As an email to the general email address went unanswered, I ferreted out the email for Steve Millenbach who responded within a day or so to tell me he'd try to get the illustration removed, but did not address the detail questions. Another email right after that repeating the detail questions has so far gone unanswered.

This is the first time I have dealt with Atlas since Rob Pisani left. Rob was always great. A negative experience like this doesn't reflect well and definitely weighs on my decision about whether to support Atlas or not.

[csxt8400]

I've had positive experiences with only a few of the big players. And I can tell you among them wasn't Athearn. I've never had a problem with Atlas products so I cannot speak on that. Intermountain (parts), Tangent, and Scaletrains have been very receptive towards questions and problems, though. I also had a positive experience with Walthers when they announced WC SD45's, which I know is contrary to many here.

In my opinion, Tangent, Scaletrains, and Rapido do the best at listening to costumers.

[edwardsutorik]

My experience with Athearn has been good:

I found a problem with their graphics for the SP&S RS-3. I sent them material for correction, and they did it. There were succeeding exchanges on SP&S related matters.

A phone call to the parts department also connects to someone who has been very helpful.


Ed

[riogrande]

Athearn has taken care of me on a number of occasions - good service. Same with Atlas as recently as last year.