Engine shed 1 Posted January 16, 2021 Share Posted January 16, 2021 Hi I have contacted Hornby via email about 2 weeks ago in regards a warranty claim to get a broken carriage replacement that is less than a year old the clip that holds the bogie onto carriage has broken I have received a standard receved email saying thay have got my email but nothing else from them is this normal length of time for Hornby or is it normally less time for a response thanks for any advice Link to comment Share on other sites More sharing options...
Chrissaf Posted January 16, 2021 Share Posted January 16, 2021 I suspect limited numbers of Covid lockdown staff focusing on answering the phones with little time emphasis to deal with emails. I suggest you are better off ringing them. Link to comment Share on other sites More sharing options...
Engine shed 1 Posted January 16, 2021 Author Share Posted January 16, 2021 Thanks for the quick response. I did try that at first but the chap that I spoke to told me to email and Inc some photos witch is what I have done how ever didn't give Covid and less staff a thought thanks for that as that could well be the reason however I will try to give them another call and see were I get though worth a try Link to comment Share on other sites More sharing options...
ColinB Posted January 16, 2021 Share Posted January 16, 2021 When I have returned my TTS decoders under warranty it takes at least a week to get a return number, sometimes at the moment even longer. They do get round to it eventually. I must admit in my case, I am happy that they were going to fix/replace them. Just lately though, once you have the return number and have sent it to Hornby their turnround time is quite fast. Link to comment Share on other sites More sharing options...
HornbyinNC Posted January 16, 2021 Share Posted January 16, 2021 My own experience in dealing with their service department has been excellent.Be patient, you WILL get a response and all will be resolved. Link to comment Share on other sites More sharing options...
Engine shed 1 Posted January 17, 2021 Author Share Posted January 17, 2021 Thanks for all the advice this is the first time I have dealt with Hornby so wasn't sure how long they take. I will be patient with them as it looks like it will get sorted just didn't want it to of got lost among lots of other emails that's all Link to comment Share on other sites More sharing options...
Engine shed 1 Posted March 6, 2021 Author Share Posted March 6, 2021 Hi just to let everyone know Hornby got back to me via email wilst the forum was down and have sent me a replacement part thank you Hornby 😊 Link to comment Share on other sites More sharing options...
RDS Posted March 6, 2021 Share Posted March 6, 2021 I suggest you send them an email to thank them, if you have not already done so.They don't tend to see a remark hidden in a Forum thread, which is a shame considering it is an appreciation of good customer service. Link to comment Share on other sites More sharing options...
Engine shed 1 Posted March 6, 2021 Author Share Posted March 6, 2021 I will do that then, didn't realise that they may not see it - thanks for that advice Link to comment Share on other sites More sharing options...
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