Hornby E Mail

I sent in a problem about the DCC decoder reseting over a week ago but as yet other than an auto response nothing...

Dave

Finally got a reply today, however not very helpfull. There customer service used to be so good as well............

"Rob Kemp" wrote

Hmm, I finally got a response [1] to my first email - but only after complaining to Mr Kohler that it was practically impossible to get hold of Customer Care (used to be more appropriately called Service Department) either by phone or email.

[1] Customer Care phoned to say they were responding to my email by phone and not by email - fairly self-explanatory I would have thought without them telling me, although I'd have thought it would have been quicker to simply reply by email. They advised that the parts [2] I'd ordered would be sent by post. [2] the wrong parts arrived.

Now I've got to go through the whole process again to try and get the parts I wanted.

These were not the bits I ordered for you Rob. I've not had a response yet to that email.

John.

Out of interest, how would anyone who doesn't have email access contact Hornby with regards spare parts? Most people and companies now just seem to assume that everyone has net access but that is far from the truth.

":Jerry:" wrote

You phone Customer Care and sit in a call queue for absolutely ages, usually until they *accidentally* cut you off.

John.

Wonder if they've got 'Caller Id'.

Cheers, Simon

... just going thank you...

John Turner said the following on 01/04/2007 18:45:

"Press 7 to be cut off for no apparent reason."

":Jerry:" wrote

Worse than that - Hornby no-longer produce service sheets for service dealers; they are expected to be able to access them on the Hornby website (not that I can ever find them, which suggests their website is as crap as they are at answering emails).

If anyone can tell me where these service sheets are I'd be grateful.

John.

"simon" wrote

I think they have - it's known as the phone's ringing - let's hide.

John.

According to some of the discussion on the Hornby forum they are not on the new redesigned website! They do have some on this wensite though.

Fred X

"Fred X" wrote

To be expected I suppose - it *was* Customer Care that said they could be found there!

John.

To be expected, it takes a computer expert ! 2 clicks, with 2 seconds thought cos its late.

use

or select 'customer support' followed by 'service sheets'

Now how illogical is that ? or am i missing something ......perhaps they just loaded them ?

Cheers, Simon

"simon" wrote

Thanks for that Simon, but when I went into Custom Support there was absolutely nothing there, and that was immediately after Customer Services told me they were on the website.

John.