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Oh Hornby - what are you doing mates? (short rant:(


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On 03/08/2020 at 02:57, Wheres_Wally said:

I was told by someone in the motor industry that for quality go for a car built on a robot production line. Hand made cars can be 3/4 inch different in lengths between the sides.

It's not just cars and models!

 

I was told not so long ago by some builders of fast jets that the F35 Lightning was the first jet that left their factory with an absolutely straight fuselage. Previous efforts like the Eurofighter (Typhoon) were built banana shaped so on first flight would display natural tendency to turn left/turn right/climb/descend which had to be calibrated out by adjusting controls so that input equalled output.

Edited by Sotto
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Ships are built similarly, almost impossible to maintain a dead straight line stem to stern and even if you do loading results in a list one way or another.  They therefore have to be steered to maintain a straight course.  

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Back to the OP, I recently returned a Royal Scot to Hornby for repair.  It had never been out of the box, but when I tested it during lockdown the gears weren't meshing. 

 

Sent it back to Hornby and after a couple of weeks got an email saying it was being sent back and when to expect it.  Package arrived as promised and upon opening their letter advised they at repaired it with a new chassis block.  All this was at their expense.  Given the repaired loco was bought from Signal Box Rochester (long gone) for £72 (price sticker still on the box) I have to say I think this is outstanding service.  

 

Big thank you and thumbs up to Hornby for their support.

 

Steve

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1 hour ago, sjp23480 said:

Back to the OP, I recently returned a Royal Scot to Hornby for repair.  It had never been out of the box, but when I tested it during lockdown the gears weren't meshing. 

 

Sent it back to Hornby and after a couple of weeks got an email saying it was being sent back and when to expect it.  Package arrived as promised and upon opening their letter advised they at repaired it with a new chassis block.  All this was at their expense.  Given the repaired loco was bought from Signal Box Rochester (long gone) for £72 (price sticker still on the box) I have to say I think this is outstanding service.  

 

Big thank you and thumbs up to Hornby for their support.

 

Steve

 

Pleased you got a great result there Steve.

 

What must have been a cost to Hornby which should be far outweighed by your customer satisfaction with them and good PR too for them, as you posted on here.

 

Doubtless many are aware (thankfully I am not affected as not my thing) of a certain issue currently which appears not to be such good PR.

 

Hopefully with some transparency (oil of troubled waters) Hornby might turn that around and with instances like your positive experience have happy customers who will in turn buy more products. 

 

Always looking for a 'win-win' when I can!

 

Simon

 

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7 hours ago, sjp23480 said:

Back to the OP, I recently returned a Royal Scot to Hornby for repair.  It had never been out of the box, but when I tested it during lockdown the gears weren't meshing. 

 

Sent it back to Hornby and after a couple of weeks got an email saying it was being sent back and when to expect it.  Package arrived as promised and upon opening their letter advised they at repaired it with a new chassis block.  All this was at their expense.  Given the repaired loco was bought from Signal Box Rochester (long gone) for £72 (price sticker still on the box) I have to say I think this is outstanding service.  

 

Big thank you and thumbs up to Hornby for their support.

 

Steve

As I said earlier they are that sort of company. I have phoned about my rocket and they will have it back for a second time no issue

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  • 2 weeks later...
On 13/08/2020 at 21:29, scumcat said:

As I said earlier they are that sort of company. I have phoned about my rocket and they will have it back for a second time no issue

Rocket was returned for the second time. I received it back to me within the week. Loco now running perfectly.Hornby 6 pin decoder in the barrel now. I always judge a company about how they handle things when they go wrong. So far Hornby have not let me down,

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Received an email from Hornby/DPD yesterday updated this morning advising of a delivery of my order today.

Problem: I have not ordered anything. The promised DPD timed delivery slot has not materialised in any case.Thus it appears to be another example of a malfunctioning system.

   
  Has anyone else experienced a similar situation ?

 

I have emailed Hornby re: the problem. Wonder if and when I’ll receive a response.

Edited by Ian Hargrave
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4 minutes ago, Andy W said:

That might be DPD's system rather than Hornby's. Last month I had a similar email but in my case the delivery had already happened three days earlier - and the supplier wasn't Hornby.

 
No this originated from Hornby.And no order exists either now,a week ago or in the future.

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check your order status of you joined club at the same time as buying club terrier. My club order has just changed from processing to dispatched and also had the DPD related email which said delivery today but DPD not yet picked up package from Hornby , according to DPD tracker !

Edited by CUCKOO LINE
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1 hour ago, Paul.Uni said:

IIRC you ordered a collectors club Brighton Works model. If you ordered a club membership at the same time it might be the club model, lanyard and badge. They just arrived for me.

Yes thank you Paul for that..The Terrier arrived.in good time. The rest not. But today’s delivery still remains a fiction.

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1 hour ago, CUCKOO LINE said:

check your order status of you joined club at the same time as buying club terrier. My club order has just changed from processing to dispatched and also had the DPD related email which said delivery today but DPD not yet picked up package from Hornby , according to DPD tracker !


Ah,I see. The murk is beginning to clear.Should have realised they function in a different time zone.:o

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2 minutes ago, Jenny Emily said:

I got the same DPD email, but no delivery or tracking info. I received the lanyard and membership card via ordinary post, but the club loco hasn’t turned up. 

Got the loco ages ago, got the magazine yesterday but still waiting on the lanyard and card. This feels very messy

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3 hours ago, CUCKOO LINE said:

Also received the lanyard and membership card via ordinary post today, but DPD tracking still says we have been notified by Hornby but not yet picked up !

 
As did I. What role DPD play in all of this remains a mystery known only ( perhaps) to Hornby.Unlike Jenny Kirk I did at least receive the Terrier immediately upon ordering. Be grateful.....be very grateful 

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I have a feeling that post and couriers are in some trouble these days, with very inconsistent service. 

 

I buy a lot on Ebay and use the courier or post favoured by the seller,  it's actually comical, the errors, and such as receiving multiple Emails announcing receipt or delivery and 'how did we do?' even before an item reaches my Middlesex agent's address. (I live in NZ)

 

Material for comedy indeed.  Currently waiting 16 days for 2nd class Post inside England, and still waiting while seller asks Ebay or Parcel Post or whatever.  Usually it's 2-3 days.

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10 hours ago, CUCKOO LINE said:

seems DPD have it now and on its way, we'll see what happens next

 
The next episode in the series is imminent.DPD are to deliver my “order” between 13:43 and 14:43 today.Yesterday RM delivered card etc.package .Hornby catalogue arrived RM earlier in week.Brighton Terrier ordered and delivered in August.I shouldn’t be in the least surprised if  (a) a duplicate Terrier arrives or (b) nothing arrives.

  The DPD driver’s name .....phantom or otherwise.....is btw ,Gagan.  
 

Update......DPD tracking shows I am delivery 94.It appears that Terrier Brighton the second will land in my porch. I have sent Hornby two emails. One this morning and one on Wednesday.

We’ll see what happens. Stardate 16/10/21....Is there anyone out there ?

 

 

 

Edited by Ian Hargrave
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