james_nelmes Posted May 6, 2016 Share Posted May 6, 2016 I sent off my dead Select to Hornby for repairs and a V1.5 upgrade. Got it back in a week which included waiting 3 days to pay for the firmware update (Bank Holiday weekend - the repair was free).Great service and helpful staff when I enquired about a repair. Many companies would have charged for the repair and through the current difficulties Hornby are dealing with, we should not forget what a great company it is and what great customer service it gives. Link to comment Share on other sites More sharing options...
poliss Posted May 6, 2016 Share Posted May 6, 2016 I've had a DCC controller, made by another manufacturer, since 2007. I have no idea of what their repair service is like because it's never broken down. Link to comment Share on other sites More sharing options...
mjb1961 Posted May 6, 2016 Share Posted May 6, 2016 It is a great company and I hope it carries on producing all things trains for many years to come ,,,,, Link to comment Share on other sites More sharing options...
poliss Posted May 6, 2016 Share Posted May 6, 2016 I think a positive experience is never having to call customer care because nothing breaks down.That's what I call great customer care. Link to comment Share on other sites More sharing options...
RDS Posted May 6, 2016 Share Posted May 6, 2016 Well done James for a positive comment. It is very easy for people to come on here and complain but there are many many examples of great customer service from Hornby. Link to comment Share on other sites More sharing options...
poliss Posted May 6, 2016 Share Posted May 6, 2016 In cricket, a proper game, I'd say I'd hit a six right back over the bowlers head.Good customer service doesn't start when something breaks down. It starts long before that when you make a product that doesn't break down. Link to comment Share on other sites More sharing options...
james_nelmes Posted May 7, 2016 Author Share Posted May 7, 2016 As a Chartered Engineer, I know that one failure does not make poor quality, and one item never failing does not make great quality. What I do know is Hornby responded brilliantly to my issue and my e-mail and phone dealings were helpful,courteous and polite.Many organisations could take a leaf out of Hornby's book and recognise the importance of grat customer service - very impressed looking forward to my first TTS loco. Link to comment Share on other sites More sharing options...
poliss Posted May 7, 2016 Share Posted May 7, 2016 I'm not talking about single items or instances. I'm talking about the general experience with two brands. Link to comment Share on other sites More sharing options...
Fazy Posted May 7, 2016 Share Posted May 7, 2016 Never had a problem with either the red or blue box team. Both have Always return email with in a few days. Both do fast delivery and well packaged. The only problem with a loco I've had was a dreaded metal rot on the class hornby class 31. And I got a gift voucher witch got the Crostie. after working the cost I originally paid for the 31 I saved £30+ on the Crostie. So chuffed with that. Even when I've bought a banger of FleBay both companies have helped with unavailable parts. Just this morning a delivery came from Bachmann, whitch was Compond tender with bits and still has a chip inside for £25. So I nothing but praise for both companies for customer service. Link to comment Share on other sites More sharing options...
poliss Posted May 7, 2016 Share Posted May 7, 2016 Wouldn't it have been even better customer service if they hadn't let lead get into the mazak in the first place fazy? Link to comment Share on other sites More sharing options...
Fazy Posted May 7, 2016 Share Posted May 7, 2016 Like most things today I very much doubt Hornby made the Mazak in house. So unless Hornby going to inspect all of its companys doing outreach work. you just have to hope your trust is taken seriously has a company. So it's unfair to lay all the blame at Hornbys door. Look at the faulty crash bags in news of some cars of late. Yes the car companies are putting things right. But the bag manufacturer is being dragged though the courts. Link to comment Share on other sites More sharing options...
Fazy Posted May 7, 2016 Share Posted May 7, 2016 And remember Hornby is a Small company. Link to comment Share on other sites More sharing options...
poliss Posted May 7, 2016 Share Posted May 7, 2016 Hornby sold them. They are totally responsible for what they sell.Good customer service is fixing something that was the customers fault, not fixing a product that was due to a manufacturing fault.In today's cut throat home entertainment world, products should do exactly what they say on the tin, or people will buy something else. Link to comment Share on other sites More sharing options...
Fazy Posted May 7, 2016 Share Posted May 7, 2016 Yes and Hornby has £100 gift vouchers. Which covers the cost of the model. Back when they were for sale. So hornbys done there bit. Link to comment Share on other sites More sharing options...
poliss Posted May 7, 2016 Share Posted May 7, 2016 No. Hornby's 'bit' was to ensure no lead got into the mazac in the first place. The problem with mazac rot is well known. It's not the original alloy that's the problem, it's usually when they reuse what's left over from the sprues afterwards. If any lead at all, from the surrounding area gets in, then mazac rot will result. That's a quality control problem. Link to comment Share on other sites More sharing options...
Fazy Posted May 7, 2016 Share Posted May 7, 2016 No it's not Hornbys job. They don't make it! Thats the manufacturers problem. Hornbys paid the customer with a credit note. Way past any normal grantee ended. Above and beyond good customer service. Close to if not past ten years of sale of original models in the shop. Wether or not Hornby got a refund form the mazak manufacturer we will probably never now. Most companys would say buy a new one after ten years. But Hornby didn't. And any modeler with one even know will get a credit voucher. What more do you want. They've done everything they could. Link to comment Share on other sites More sharing options...
james_nelmes Posted May 7, 2016 Author Share Posted May 7, 2016 Agree - they could have said your Select is out of guarantee and done nothing or charged me for the repair. Despite the attempts to hijack this thread to bash Hornby, the original point is about the really good customer service I received.For the record I am really grateful and appreciate this. In a world where many people like to complain, I wanted to complement because they deserve it on this occasion. Link to comment Share on other sites More sharing options...
Fazy Posted May 7, 2016 Share Posted May 7, 2016 Sorry that. Good to hear about people having good service for a change. Link to comment Share on other sites More sharing options...
RB51 Posted May 7, 2016 Share Posted May 7, 2016 Surely the point is, if you feel you have had good customer service, then you've had good customer service, No-one can take that away. R- Link to comment Share on other sites More sharing options...
poliss Posted May 7, 2016 Share Posted May 7, 2016 Doesn't matter who you think is responsible fazy. The fact is that Hornby sell them and that makes their responsibilty and theirs alone. 'It was the suppliers fault guv' doesn't wash. Just take a look at Hornby's sales and share price. That should tell you that Hornby have to do a lot better or people will go out and buy a Playstation or Lego instead. Link to comment Share on other sites More sharing options...
poliss Posted May 7, 2016 Share Posted May 7, 2016 Yes Hornby. Very well done for selling something that no longer works and has to be fixed by customer service. Top job.Meanwhile I'll buy DCC controllers from a brand that sells DCC controllers that don't break down.....ever. Link to comment Share on other sites More sharing options...
RDS Posted May 7, 2016 Share Posted May 7, 2016 ... I'll buy DCC controllers from a brand that sells DCC controllers that don't break down.....ever. ... and you wouldn't tell us if it did! Link to comment Share on other sites More sharing options...
poliss Posted May 7, 2016 Share Posted May 7, 2016 Hasn't happened in nine years. I was so impressed I bought their next generation DCC controller to go with it, and I'm saving up for their new system that works on tablets. That's the system where you don't have to pay extra to add extra tablets or smartphones. Link to comment Share on other sites More sharing options...
poliss Posted May 7, 2016 Share Posted May 7, 2016 Don't have to buy Hornby products to give advice on model railway matters, LongDistance. Link to comment Share on other sites More sharing options...
poliss Posted May 7, 2016 Share Posted May 7, 2016 Hornby locos and rolling stock, including their international brands, are superb, and their TTS sound decoders seem to be fine. It's only certain areas that need improvement, such as DCC and track. Hornby lag behind in those two areas. Link to comment Share on other sites More sharing options...
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