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Offline eugbro  
#1 Posted : 30 November 2011 09:40:47(UTC)
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eugbro


Joined: 29/04/2006(UTC)
Posts: 54
Location: Melbourne, Vic
Any one got connections at the Marklin Service centre? I have sent and resent an email with no reply.
Not feeling the love, not at all. Cursing Confused Mad
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Offline kimballthurlow  
#2 Posted : 30 November 2011 11:20:30(UTC)
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kimballthurlow

Australia   
Joined: 18/03/2007(UTC)
Posts: 6,783
Location: Brisbane, Australia
Originally Posted by: eugbro Go to Quoted Post
Any one got connections at the Marklin Service centre? I have sent and resent an email with no reply.
Not feeling the love, not at all. Cursing Confused Mad


Hi Eugene,
I have dealt with the Marklin service centre 4 times in 5 years, twice in the past year, and I have found them courteous, responsive, and prompt.

Firstly, may I ask what was the nature of your email request?

regards
Kimball
HO Scale - Märklin (ep II-III and VI, C Track, digital) - 2 rail HO (Queensland Australia, UK, USA) - 3 rail OO (English Hornby Dublo) - old clockwork O gauge - Live Steam 90mm (3.1/2 inch) gauge.
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thanks 1 user liked this useful post by kimballthurlow
H0
Offline jeehring  
#3 Posted : 30 November 2011 15:14:40(UTC)
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jeehring


Joined: 25/09/2003(UTC)
Posts: 2,786
Location: ,
....same as Kimball for me...but it was a long time ago through the "hot line" & phone calls at specific hours , when I couldn't get the answer from Marklin France... Not recently.
The main issue sometimes seemed to be the language....sometimes they needed time to find the English spoken person .

More recently, some issues with Insider Club were finally fixed by mails within a couple of weeks...
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Offline Weltenbummler  
#4 Posted : 30 November 2011 17:38:25(UTC)
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Weltenbummler

Germany   
Joined: 14/09/2006(UTC)
Posts: 459
Location: Berlin (D)
Originally Posted by: eugbro Go to Quoted Post
Any one got connections at the Marklin Service centre? I have sent and resent an email with no reply.
Not feeling the love, not at all. Cursing Confused Mad


Sorry for asking.
How much time did you give them between sendeing and resending an email?
And please consider the pre x-mas season is already on.
Usualy that's the time of the year that it can take a while to get a reply Wink
Regard from Karachi
Thomas
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Offline eugbro  
#5 Posted : 01 December 2011 07:49:53(UTC)
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eugbro


Joined: 29/04/2006(UTC)
Posts: 54
Location: Melbourne, Vic
Hi guys

I sent my first email on the 24th of October to the service@maerklin.de.
I listed the part numbers and descriptions etc...
hmmmm
Bored
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Offline H0  
#6 Posted : 01 December 2011 09:32:16(UTC)
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H0


Joined: 16/02/2004(UTC)
Posts: 15,491
Location: DE-NW
Originally Posted by: eugbro Go to Quoted Post
I listed the part numbers and descriptions etc...
And what do you expect?

Normally you describe the defective parts, they give you the part numbers - and you order the parts from your dealer.
That's how it works for me.
Regards
Tom
---
"In all of the gauges, we particularly emphasize a high level of quality, the best possible fidelity to the prototype, and absolute precision. You will see that in all of our products." (from Märklin New Items Brochure 2015, page 1) ROFLBTCUTS
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User is suspended until 23/03/4752 12:54:35(UTC) Mulldog Lemon  
#7 Posted : 11 December 2011 02:50:51(UTC)
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Mulldog Lemon

Australia   
Joined: 27/11/2010(UTC)
Posts: 635
Quote:
And what do you expect?


My expectation would be at least an acknowledgment that they had received the email.
Where there was any confusion, a polite request to clarify the issue.

Within 72 hours.

In 2011, that is almost a world-wide standard for the call-centre or client contact facility of any organisation that values its customers.


_dog
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Offline kimballthurlow  
#8 Posted : 11 December 2011 04:43:40(UTC)
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kimballthurlow

Australia   
Joined: 18/03/2007(UTC)
Posts: 6,783
Location: Brisbane, Australia
Originally Posted by: Mulldog Lemon Go to Quoted Post
Quote:
And what do you expect?


My expectation would be at least an acknowledgment that they had received the email.
Where there was any confusion, a polite request to clarify the issue.

Within 72 hours.

In 2011, that is almost a world-wide standard for the call-centre or client contact facility of any organisation that values its customers.


_dog


Yes but Eugene has not told us the nature of his request.
Eugene says he "listed the part numbers and descriptions etc...".

So was Eugene asking for prices?
Was Eugene asking for availability?
He doesn't say.
And what does "etc" mean in this context?

regards
Kimball
HO Scale - Märklin (ep II-III and VI, C Track, digital) - 2 rail HO (Queensland Australia, UK, USA) - 3 rail OO (English Hornby Dublo) - old clockwork O gauge - Live Steam 90mm (3.1/2 inch) gauge.
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Offline old toot  
#9 Posted : 11 December 2011 05:27:48(UTC)
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old toot

New Zealand   
Joined: 09/07/2009(UTC)
Posts: 498
Location: christchurch, canterbury
hi eugbro
what parts are you after
we have probally got them in stock here in chch nz
as we have most of the marklin parts in stock
its only the older odd ball stuff that we don't hold
but generally we can get that on the next shipment
as we have a direct link to service
regards old toot
Nz dealer
were we pickit, packit and postit
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Offline eugbro  
#10 Posted : 14 December 2011 11:04:03(UTC)
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eugbro


Joined: 29/04/2006(UTC)
Posts: 54
Location: Melbourne, Vic
I think the issue is that the parts are for Gauge 1 loco's which they don't really seem that keen on anymore now they have LGB!
I tried the online parts for the loco's but they are out of stock of all the items, even a krankshaft to drive one of my expensive loco's :(
I drove my Lgb on the weekend too scarred to drive the 1 gauge incase I needed another spare part caused by wear and tear!!lol

Old toot I have sent you a PM your offer of help has given me hope!!.
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Offline cookee_nz  
#11 Posted : 14 December 2011 11:34:17(UTC)
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cookee_nz

New Zealand   
Joined: 31/12/2010(UTC)
Posts: 4,020
Location: Paremata, Wellington
Originally Posted by: eugbro Go to Quoted Post
I think the issue is that the parts are for Gauge 1 loco's which they don't really seem that keen on anymore now they have LGB!
I tried the online parts for the loco's but they are out of stock of all the items, even a krankshaft to drive one of my expensive loco's :(
I drove my Lgb on the weekend too scarred to drive the 1 gauge incase I needed another spare part caused by wear and tear!!lol

Old toot I have sent you a PM your offer of help has given me hope!!.


I'm not so sure that will be the problem realy - G1 & LGB are entirely separate product lines and by and large, totally different markets.

True G1 (as opposed to Maxi) has for a long time been a flagship product for Marklin. Some of those models are highly detailed and featured and are serious money so the enthusiasts who go down that path generally accept the 'budget' they need to have available to support it.

It may simply be as others have suggested that the time of years has caused a backlog, or it could be that yours is seen as a so-called 'nuisance' request (no offence, and I don't mean to be unkind to Marklin either), and is probably sitting in a basket waiting for someone to decide to deal with it.

If it's not an order they can pick up and process there and then, it may simply be easier to put it aside and deal with the ones they can. Spend 30 minutes on your order finding the part and when it will be available, only to have to contact you back and wait for reply, or do five orders in the same time which they can do.

I would also suggest trying a Dealer, and Brian (Old toot) may well be able to get an answer quicker where you can't.

Cheers

Cookee
Cookee
Wellington
NZ image
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Offline mattj70  
#12 Posted : 14 December 2011 14:57:38(UTC)
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mattj70

United States   
Joined: 19/03/2010(UTC)
Posts: 481
Location: Hudson FL
Here are two numbers to call:

011 49 7161 6080
011 49 7161 608222

At one of these numbers I received excellent advice live, real early Florida time, it's German time service hours ;o)

Matt
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