irishthump Posted March 3, 2015 Share Posted March 3, 2015 Just thought I'd share this: Emailed Gaugemaster on the 15th of last month about a problem with my Prodigy 2 handset (problem with the throttle knob encoder). They told me no problem and to send it to them for repair. Received the repaired handset in the post on Monday, working perfectly and no charge for the work done. I'd heard their after sales was good and I have to agree. Link to post Share on other sites More sharing options...
rob D2 Posted March 6, 2015 Share Posted March 6, 2015 Likewise, Exactly the same problem and my handset must be 10 years old Link to post Share on other sites More sharing options...
brittannia Posted March 6, 2015 Share Posted March 6, 2015 Always found the staff very helpful and especially the tech team Link to post Share on other sites More sharing options...
Graham Walters Posted June 16, 2015 Share Posted June 16, 2015 Be careful when ordering online from them. I put in a small order for two packs of 'N' Gauge rail joiners for £4.20 and an 'N' gauge way gauge for .20p. Total order was I admit only £4.40, I elected for economy delivery which is free, on the site there was no mention of a surcharge for "small" orders, the invoice I have is for £6.70 as there is a £2.50 charge for small orders ! Link to post Share on other sites More sharing options...
Tase Posted June 16, 2015 Share Posted June 16, 2015 Graham, There is and always has been a mention of the small order surcharge. Click on 'carriage services' it's the 4th item down. Regards Link to post Share on other sites More sharing options...
RMweb Gold tractionman Posted June 16, 2015 RMweb Gold Share Posted June 16, 2015 And yet Gaugemaster offer free delivery if you spend over twenty quid, so I build up a list of bits and bobs I need then place the order, and in my experience get a parcel delivered in good time and well packaged. Cheers Keith Link to post Share on other sites More sharing options...
10000 Posted June 16, 2015 Share Posted June 16, 2015 I had good service from them when I went direct but these days I get anything I want from them via Tim at Arcadia, that way no charges at all. Link to post Share on other sites More sharing options...
EmporiaSub Posted June 20, 2015 Share Posted June 20, 2015 Usually jump on the train, just a few stops away, and browse. However, if I want anything specific, I check on their website first, as a lot of items are in store but not on show. Not the cheapest for European stuff, and if I pre-order, then I always go to Morris Models in Lancing. Link to post Share on other sites More sharing options...
micklner Posted June 20, 2015 Share Posted June 20, 2015 Controller failed and returned friday afternoon after very quick reply to a email. Returned following friday morning repaired and working. Well done Gaugemaster. Link to post Share on other sites More sharing options...
Butler Henderson Posted June 20, 2015 Share Posted June 20, 2015 And yet Gaugemaster offer free delivery if you spend over twenty quid, so I build up a list of bits and bobs I need then place the order, and in my experience get a parcel delivered in good time and well packaged. Cheers Keith Agreed, but its £15 or more that qualifies for the free delivery and it seems to be as quick as paying for it, order placed Wednesday evening with free postage option, postie delivered a large box this morning. Link to post Share on other sites More sharing options...
RMweb Gold tractionman Posted June 24, 2015 RMweb Gold Share Posted June 24, 2015 Agreed, but its £15 or more that qualifies for the free delivery and it seems to be as quick as paying for it, order placed Wednesday evening with free postage option, postie delivered a large box this morning. even better! don't know why I thought it was a min of £20, but glad to see it's five quid less than I thought. cheers, Keith Link to post Share on other sites More sharing options...
GWR88 Posted June 24, 2015 Share Posted June 24, 2015 I've always found Gaugemasters staff to be very welcoming and helpful especially when I was wanting to pre-order something from the USA through them! Lloyd Link to post Share on other sites More sharing options...
bluefredie Posted June 29, 2015 Share Posted June 29, 2015 I would just like to thank the staff of Gaugemaster for the excellent service they gave me on a faulty original Prodigy handset unit was replaced free of charge and no postage on the replacement unit Well Done David Wexford Link to post Share on other sites More sharing options...
clecklewyke Posted June 29, 2015 Share Posted June 29, 2015 I have to concur. Twice I have sent the same controller back to them for repair (I've had it a long time!) and each time it was repaired and returned swiftly with no charge. Their controllers have a "lifetime" guarantee. My lifetime or the controller's? Ian Link to post Share on other sites More sharing options...
RMweb Gold grandadbob Posted December 18, 2015 RMweb Gold Share Posted December 18, 2015 My 5 year old PA2 developed a fault showing a short and then losing the display completely. Posted it to them Tuesday and got it back today repaired (faulty switch) and no charge. Fantastic fast service particularly at this time of the year. Link to post Share on other sites More sharing options...
rob D2 Posted December 20, 2015 Share Posted December 20, 2015 They are pretty good. My PA handset went back to them once and the. Service was great. I'm surprised it's still going as it must be ten years old now Link to post Share on other sites More sharing options...
Shedmaster Posted January 12, 2016 Share Posted January 12, 2016 Hi, I'm going to go against the grain here and suggest that certain members of Gaugemaster staff do not make for a good customer experience, one in particular ! I ordered an item on pre-order some years ago and it has only recently become available. I received an email with an invoice but no specific request for payment or explanation of why the email had been sent. On phoning the shop to offer payment and counter against the card details already provided having expired, I was advised that payment is indeed required due to the time window having elapsed where payment can be taken by the shop. No problem at all with this, I understand so far..... A couple of days later I phone again to confirm despatch of the item so that I can make arrangements to be in when it arrives and this is where the lies begin, I should have asked on the original phone call but never mind. I was then told a number of lies about being unable to advise if the item had been dispatched and the accounts lady being on holiday, to name a few, and then during subsequent phone calls was told the item is just waiting me to provide payment details ! Payment was eventually taken after providing my details again.......THEN REFUNDED FOR NO REASON......and then taken again. Funnily enough, when I eventually jumped on the fella to explain to me what they were playing at, he was miraculously able to tell me where my item was and then personally ensure of its despatch, a week AFTER payment had been taken. After further phone calls to chase this idiot, I received a UPS email advising me of an inbound parcel. My point is, I can wholly understand a cock up, the fella admitted to this and did apologise........but why the LIES ? I can confirm that I was professional and polite on the phone at all times and can also confirm that I won't be dealing with this company again, simply due to one member of staff who does NOT make a very good example of customer service. If I had been able to speak directly to a member of their management team I would have been happy to explain my concerns directly but this proved impossible. Kindest Regards, Shed. Link to post Share on other sites More sharing options...
rob D2 Posted January 12, 2016 Share Posted January 12, 2016 Blimey , that's not good. I can stand it if they apologise and hold their hands up Link to post Share on other sites More sharing options...
Shedmaster Posted January 12, 2016 Share Posted January 12, 2016 Hi, This is entirely why I have worded my post as I have.......directed at an individual. I'm sure the whole Gaugemaster team isn't bad at all as evidenced in previous posts above, but this one muppet has really put me off buying from them. There was no reason at all to tell porkies, end of ! Oh......hang on, they wouldn't just lie their way through something for no reason would they ? So, it must just be plain and simple incompetence on his part then......... Kindest Regards, Shed. Link to post Share on other sites More sharing options...
antrobuscp Posted December 15, 2016 Share Posted December 15, 2016 I was looking for a couple of Hornby Collett 3rds, most places being out of stock. On Monday night Gaugemaster had them in stock at a discount and I ordered 2 to be sent post free on their 3-5 day economy delivery. They turned up a couple of hours ago via UPS. Excellent service, thank you. Colin Link to post Share on other sites More sharing options...
RMweb Gold Revolution Mike B Posted January 5, 2017 RMweb Gold Share Posted January 5, 2017 After posting this on my layout thread, it's definitely worth posting here too. I found myself a light short for my station and whilst at Warley, Matt, the Gaugemaster Director gave...yes GAVE me a whole pack of DCC Concepts station lights. No these guys rarely give any discount, let alone give stuff away, so to say I was over the moon was an understatement. The only thing he asked for was if I could take my layout along to their open day in 2018.......I wasn't going to say no! Well done Matt, Gaugemaster (and Richard Johnson off DCCC) Link to post Share on other sites More sharing options...
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