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Post by middledivision on Apr 16, 2021 9:12:00 GMT -8
I will say this about Athearn service... The repair guy is very easy to deal with. I sent a RTR SD40-2 back and he basically rebuilt the drive train and trucks. Hopefully, this guy makes the move to the new location. The Service Dept. is closed until they move.Athearn Help is useless.
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Post by middledivision on Apr 16, 2021 9:13:50 GMT -8
If we continue to accept and repair a faulty model, Athearn, and others, will continue with no quality control and terrible service. This isn't modeling, it's repairing defective models. Defective models that cost $200-300. We're not talking about $40 Blue Box engines! Although you could get parts for those...
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Post by bigblow69 on Apr 16, 2021 16:01:23 GMT -8
I should have never bought any. They should make a repair available for customers.
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Post by Deleted on Apr 30, 2021 12:14:27 GMT -8
cr9617 (from bottom of page 1)
Agreed. When you are buying something from the Genesis line it is supposed to be a premium quality product, and worth the premium price ie everything should be "right" from the get go, from the moment you open the box.
I could accept that some other, lesser quality products might require a little adjusting, but NOT Genesis.
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Post by upcsx on Apr 30, 2021 12:20:31 GMT -8
I did not order any Try-Clops so I feel better had too many Genesis locomotives with warped trucks in the past but I did get them from Klines and they did refund my money.
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Post by NS4122 on Apr 30, 2021 15:45:16 GMT -8
I bought a Walthers non sound NS Triclops and loaded it up with sound,ditch lights and a ton of other details that ended up totaling as much or more than a Genesis model. I was kicking myself after finishing it when I found that Athearn had announced their triclops. Now I don't feel too bad, as the Walthers triclops runs smooth, has great lights, decent details and doesn't derail!. I was bummed however when I saw a prototype photo of my unit being cut up for scrap.
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Post by bigblow69 on Apr 30, 2021 18:09:47 GMT -8
"That particular part will not be available for purchase postproduction or have a suitable replacement."
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Post by lvrr325 on May 1, 2021 0:32:58 GMT -8
.... my unit being cut up for scrap. if Athearn would sell theirs that way the trucks wouldn't be an issue.
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Post by mdvle on Jun 22, 2021 8:20:17 GMT -8
Athearn Facebook page posted yesterday that the repair kits for the SD60M truck issue are in production.
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Post by es80ac on Jun 22, 2021 20:49:13 GMT -8
Athearn Facebook page posted yesterday that the repair kits for the SD60M truck issue are in production. Would they be offering these for free to existing customers who bought the SD60M?
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Post by coaldrag on Jun 23, 2021 6:01:01 GMT -8
Isn't this kind of thing just a side effect of the manufacturing model? Which is that's it contracted out. There may be prototypes and sign offs and all that but once the product ships, there appears to limited recourse on addressing manufacturing issues except in a "second run" scenario. Ohhhh there is recourse .... and ScaleTrains has done it .... <b>REJECT</b> the shipment and make them redo them.
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Post by middledivision on Jun 23, 2021 6:54:09 GMT -8
Athearn Facebook page posted yesterday that the repair kits for the SD60M truck issue are in production. Would they be offering these for free to existing customers who bought the SD60M? If they charge for the repair kits, it's time for the pitchforks and torches! They really should do the repairs themselves. Unless it's a simple plug and play fix. If it involves a total tear down of the trucks, that's unacceptable.
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Post by riogrande on Jun 23, 2021 7:08:14 GMT -8
Athearn has provided replacement parts to correct manufacturing errors without charging.
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Post by spsf on Jun 24, 2021 10:29:48 GMT -8
Would they be offering these for free to existing customers who bought the SD60M? If they charge for the repair kits, it's time for the pitchforks and torches! They really should do the repairs themselves. Unless it's a simple plug and play fix. If it involves a total tear down of the trucks, that's unacceptable. The kits will be free of charge and will be provided upon request, in appropriate numbers, to those who purchased the SD60M triclops. Full instructions and spare bearing caps will be included. The fix involves removing the truck bottom retainer clip, applying shims, and replacing with a new clip. A video will also be made available to describe the repair. Whether that constitutes a "total tear down of the trucks" or not, would depend on your personal opinion.
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Post by middledivision on Jun 24, 2021 11:54:53 GMT -8
Will this self-repair void the warranty if it's screwed up? And what if the owner is unable to do the repair due to physical limitations such as poor eyesight or a lack of manuel dexterity?
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Post by spsf on Jun 24, 2021 22:24:58 GMT -8
Will this self-repair void the warranty if it's screwed up? And what if the owner is unable to do the repair due to physical limitations such as poor eyesight or a lack of manuel dexterity? I can't answer that in good faith, because the details are still being finalized. I'd suggest to look for the official release to provide more clarity about the specifics.
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Post by MILWmodeler on Jun 25, 2021 11:50:12 GMT -8
Will this self-repair void the warranty if it's screwed up? And what if the owner is unable to do the repair due to physical limitations such as poor eyesight or a lack of manuel dexterity? I can't answer that in good faith, because the details are still being finalized. I'd suggest to look for the official release to provide more clarity about the specifics. Yes, more details to follow and Athearn's going to take care of everyone.
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Post by westerntrains on Jun 26, 2021 19:10:38 GMT -8
They stated they found and corrected the problem that caused the defect. They also stated the Dash 9 trucks won't have the defects So now I'm not sure. Do I take them on their word and reserve the models again, or wait and see how well the models run for others. my main intetest is the BNSF H-1 scheme.
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Post by mdvle on Jun 27, 2021 6:14:49 GMT -8
They stated they found and corrected the problem that caused the defect. They also stated the Dash 9 trucks won't have the defects So now I'm not sure. Do I take them on their word and reserve the models again, or wait and see how well the models run for others. my main intetest is the BNSF H-1 scheme.
It depends on how badly you want the model.
Yes, you can wait and see - but the risk is that the model sells out.
Only you can decide if you are willing to be unable to buy any.
That said, there is no reason to doubt what Athearn has said - they certainly don't want to deliver a second model with the same problem.
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Post by middledivision on Jun 27, 2021 6:26:34 GMT -8
They stated they found and corrected the problem that caused the defect. They also stated the Dash 9 trucks won't have the defects So now I'm not sure. Do I take them on their word and reserve the models again, or wait and see how well the models run for others. my main intetest is the BNSF H-1 scheme. I’m holding off on the Dash 9’s and SD70ACu’s until I can see and run them in person at my shop. If you want to preorder, just use PayPal and if there’s a problem, it’s an easy return. The whole, “preorder and hope for the best” option hasn’t worked out well lately.
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Post by nsfantodd on Jun 27, 2021 13:15:23 GMT -8
They stated they found and corrected the problem that caused the defect. They also stated the Dash 9 trucks won't have the defects So now I'm not sure. Do I take them on their word and reserve the models again, or wait and see how well the models run for others. my main intetest is the BNSF H-1 scheme. I’m holding off on the Dash 9’s and SD70ACu’s until I can see and run them in person at my shop. If you want to preorder, just use PayPal and if there’s a problem, it’s an easy return. The whole, “preorder and hope for the best” option hasn’t worked out well lately. I've kept my pre-orders, for 3 -9s and 2 ACus. I know anything can happen, but I'm definitely not losing any sleep over it. I feel confident Athearn will care of any issues.
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Post by mdvle on Jul 13, 2021 13:23:58 GMT -8
Mentioned in today's Athearn Train Tuesday.
Video going up on YouTube in a week or so showing how to do the fix, video is about 5 minutes.
Does not require removal of the shell, simple fix.
Later this month expect a web page on the Athearn site with a form to fill out to get the repair kit.
Kit will have 2 new bottom gear covers, assortment of bearing caps, shims (plus extras), printed instructions with photos
Future runs of the SD60M won't have this problem.
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Post by mdvle on Jul 27, 2021 13:22:40 GMT -8
Quick update during today's Train Tuesday, they showed an image of the repair kit showing the parts and the full color instruction sheet (though not able to read it) 14 minute mark of the video (YouTube)
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Post by MILWmodeler on Jul 27, 2021 20:01:57 GMT -8
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Post by middledivision on Jul 28, 2021 7:36:46 GMT -8
That's a "simple" repair? What's the address for returning them to Athearn for the repair?
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Post by bigblow69 on Jul 28, 2021 14:21:48 GMT -8
Where do I get these repair kits? I have eight that need repair. I still have four at my dealer.
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Post by mdvle on Jul 28, 2021 14:46:23 GMT -8
Where do I get these repair kits? I have eight that need repair. I still have four at my dealer.
As noted by Jon when he posted the link to the PDF, the order form hasn't gone live yet. On Train Tuesday they indicated soon, definitely within 2 weeks but likely at the earlier end of that 2 week period.
Somebody will post the link to this thread when it goes live.
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Post by MILWmodeler on Jul 28, 2021 14:48:25 GMT -8
That's a "simple" repair? What's the address for returning them to Athearn for the repair? Good instructions are difficult to produce. LEGO and IKEA instructions' are their own art-form. While the document is long and thorough, the repair is pretty quick. Takes me less than 4 minutes from start to finish. When the webpage is online, there will be a 5 minute video showing the process which may offer a better idea of what's involved. Certainly not expecting everyone to have the desire, skill, or confidence to do this and Athearn will make sure those units are serviced professionally. But we also know the Service Center's transition from California to Illinois took much longer than anticipated and the backlog in parts requests and repair work is pretty large. We'd like to offer the option for folks to do the repair themselves if they want without having to enter the repair queue.
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Post by rounder on Jul 28, 2021 14:58:53 GMT -8
My guess is, a foam cradle will be a MUST.
Still on the fence about a BN unit. Waiting to see how all this repair stuff pans out.
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Post by middledivision on Jul 28, 2021 18:31:19 GMT -8
I’ve found that using the top piece of the plastic clamshell works better than a foam cradle.
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