Total lack of after sales service

[Colin_McLeod]

On 18/07/2019 at 04:33, BWsTrains said:

Admins.

 

Given what's come out since Post 1 surely there's a case for fixing the misleading title of this Topic.  I can't see a single piece of evidence that Hattons have done anything to deserve such bad "Headlines", OP is entitled to air his grievance but surely RMWeb works to a higher standard than leaving this misleading eye-catcher in place.

 

Colin

 

I reported the title of this thread to Admins but the title has not changed so I conclude that either Admins have no problem with the title or they did not get or read my report, nor indeed BWsTrains post.

 

Personally I think it is a disgraceful title.

[AY Mod]

I left the title as it doesn't mention Hattons, having moved it into the general model shop area and it is thus more likely to wither sooner. 

[Colin_McLeod]

But Hattons is mentioned in the OP.

 

 

 

[rab]

8 hours ago, Colin_McLeod said:

But Hattons is mentioned in the OP.

 

 

 

Your request to Admin was based on the title not the content

[RedgateModels]

My concern for the OP is that he may have sent his poor 14 to another Sheffield supplier for the sound fitting. That may explain why it came back with bits broken and missing. Not to mention the dubious nature of how they acquired the sound project ...

[Colin_McLeod]

2 hours ago, rab said:

Your request to Admin was based on the title not the content

 

My request was by PM so the details of my request were not published on this thread.

 

Edited July 22, 2019 by Colin_McLeod

[57xx]

 

19 hours ago, andyman7 said:

I've just read this thread all the way through and it reads like a Dad's Army script.......!

•  
• The OP therefore contacted Hattons even though he'd bought the loco from Rails, but for whatever reason appeared to fail to convey that he was willing to pay for the spares
•  

 

18 hours ago, JiLo said:

If the 14 bought second hand was a current model, exclusive to Hatton's, then the spares situation wording should stand, and any spares requested would be chargeable, no matter where it was bought from. If its a discontinued Hatton's exclusive, then the wording is essentially null and void.  

 

If the OP didn't make it clear that he was willing to pay for the spares, then Hatton's would have a right to refuse to send them FOC, but should have offered to sell the spares to the OP, or pointed them to Howes, who are Heljans' spares stockist, if they didn't have any.   If the OP did make it clear that he'd pay for them, then Hatton's have dropped a clanger.  Either way the OP hasn't provided clear info.

 

 

 

Neither of you actually read what he said then?

 

On 17/07/2019 at 18:44, Ressaldar said:

 

Where in my original post do I imply that I was asking for freebies???????? for your information, in my email to them I asked them to advise me of the cost of the replacement parts!  Yes, you are correct in your second sentence, but the point is that they totally refused to supply me with parts that I was prepared to pay for. It raises the question that if I were to buy one of their 'Wholesale' models from one of their 'outlets' would they refuse to supply me then? In fact the 14 was bought from Rails, who I understand are one of their 'outlets'

 

[Guest JiLo]

10 minutes ago, 57xx said:

 

 

 

Neither of you actually read what he said then?

 

Thats strange, the reply you quoted doesn't shown when I look back through this thread!

 

If Hatton's flatly refused to supply the spares (if they had any) I would be very very surprised.  It depends on the full communication transcript between the OP and Hatton's, which we'll never know.

 

The OP states "In fact the 14 was bought from Rails, who I understand are one of their 'outlets'", it doesn't matter if Rails are one of Hatton's wholesale partners, its a second-hand loco, so that connection can't be called upon (not saying it was)

 

As I've said, I've never had a problem with Hatton's, nor Rails for that matter

[57xx]

7 minutes ago, JiLo said:

Thats strange, the reply you quoted doesn't shown when I look back through this thread!

 

It's showing as the 5th post, right after Phil Parker's response.

[Colin_McLeod]

Where is the old post numbering when you need it! 

 

 

[TheSignalEngineer]

Never had a problem with Hattons or Rails.  

A poor running GWR Railcar from the first was immediately replaced and a steam loco with faulty valve gear from the latter was immediately refunded as they couldn't supply a suitable alternative.

[Mallard60022]

Dear Lord, is this still grumbling on? I was hoping to see it destroyed...…………………..

Ar$£ 

[charliepetty]

On 17/07/2019 at 17:15, Ressaldar said:

I have been involved in railway modelling for a long time, the last forty solely in O Gauge. A few months ago my wife suggested that I build a small OO layout for my den. I drew up a plan for a 6’ 6” x 1’ 6” layout and ordered the baseboard kits and made my first trip to the new Hatton’s facility at Widnes for the track. While I got involved with the baseboards and track laying, I scanned various sites for suitable second hand locos - 1960’s to cover both steam and diesel and came across a new Class 22 and a second hand Class 14. I fitted DCC sound into the 22 and sent the 14 off to have sound fitted as I had heard that things were a bit tight under the bonnet!

 

I received the 14 back last week and while it was working away on the rolling road, I looked at the accessories bag, still intact from new. The brake pull rod assembly was broken and on opening the bag, I noticed that two of the sand boxes were missing.

 

I checked the paperwork supplied with the loco, which stated that spares were available from Hattons. Having checked the part numbers required, I sent an email to Hattons requesting the replacement/missing parts, which was responded to requesting ‘an order number’, which I could not understand so I telephoned Hattons only to be told that as I had not purchased the loco from them in the first instance they would not supply the parts requested. This is the shortest sighted piece of customer relations and service that I have come across. There is no mention of this short sighted approach in any paperwork, in fact you are told that the spares are there! 

 

There red will be many people out there that have bought second hand locos and stock in the same boat as myself, it is after all a thriving market, if every manufacturer took the same ridiculous stance as Hattons, this market could disappear overnight.

 

Needless to say I shall be making no further trips to Widnes, cancelled my pre-orders that I had arranged and will be dealing with other, more amenable suppliers in the future.

 

regards

 

Mike

My Instructions say Howes !!!!!!!!!!   As Hows are the Heljan spares agent.     Charlie

[BlackRat]

I have a few 14's......including one bought second hand and 'mint'....it wasn't.

 

A quick email to Hattons, followed by a phone call and yes, they would send me the sprues I needed for the missing sandboxes, no charge, not even postage!

 

After a few weeks, said parts had not arrived so one polite call later revealed the items were a bit out of reach, and to get them necessitated shifting stuff around so they could get to this particular box.

 

No probs said I, I could wait, plenty of other things to do like weathering it etc..... and the sprues duly arrived about a week after.

 

No issues, no dramas and no fit cancelling anything.

[Mallard60022]

Why didn't this bloke just take a breath and then ask Hattons if they would kindly sell him some spares if it was at all possible and they had them, having got the paperwork (from where?) saying that spares were available from them. If they then were short with him then so be it; he might have a case to question them?

Or did he misread Howes for Hattons;  case of bl##dy jumping off the boat before it hits the iceberg and then complaining of the cold.

Ar$£

[Hroth]

Good lord, is this STILL going on?

 

Shouldn't feed 'em, you know!

 

Oops! 

[Talltim]

6 hours ago, Mallard60022 said:

Why didn't this bloke just take a breath and then ask Hattons if they would kindly sell him some spares if it was at all possible and they had them, having got the paperwork (from where?) saying that spares were available from them. If they then were short with him then so be it; he might have a case to question them?

Or did he misread Howes for Hattons;  case of bl##dy jumping off the boat before it hits the iceberg and then complaining of the cold.

Ar$£

Pretty certain that’s what he did, although I don’t know the tone of the email

in my email to them I asked them to advise me of the cost of the replacement parts!

[DCB]

Sounds like someone has got their wires crossed and confused the Hattons 14XX with a Heljan class 14.  Probably a good idea for admins to pull the thread, or change the title to libellous whinge. 

[Mallard60022]

8 hours ago, DavidCBroad said:

Sounds like someone has got their wires crossed and confused the Hattons 14XX with a Heljan class 14.  Probably a good idea for admins to pull the thread, or change the title to libellous whinge. 

You know, I would not have thought of that. maybe an actual phone call rather than an email might have saved all the carp. I will maybe adopt that in future but I have to say some Traders respond to emails very quickly and others require a letter as contact to bring a response!

P

[Colin_McLeod]

11 hours ago, DavidCBroad said:

Sounds like someone has got their wires crossed and confused the Hattons 14XX with a Heljan class 14.  Probably a good idea for admins to pull the thread, or change the title to libellous whinge. 

 

On 21/07/2019 at 23:08, AY Mod said:

I left the title as it doesn't mention Hattons, having moved it into the general model shop area and it is thus more likely to wither sooner. 

 

It apoears to be taking longer to wither than expected!

[Steamport Southport]

Can't see it being a 14XX rather than a Class 14 as his other purchase was a Class 22 so probably not someone going to get them mixed up. He also mentions getting the chip to fit under the bonnet.

 

 

 

 

Jason