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Poll Question : How was your experience and solution thru service@maerklin.de
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Offline jonas_sthlm  
#1 Posted : 17 May 2024 09:01:53(UTC)
jonas_sthlm

Sweden   
Joined: 12/10/2008(UTC)
Posts: 899
Location: Stockholm, Södermalm
Need to hear your opinion...


My feeling is that you rarely get none help with spare parts and that simple repairs are done with glue if you let them do the job Huh

Many issues and parts can be better addressed by yourself, but the only solution they provided us with is to send a model to Göppingen.

It's quite frustrating that assistance is unavailable for something as straightforward as a replacement motor for the new generations 39xxx of Nohab. Mad

nohab_39xxx_motor.jpg

The question was, is the new engine the same and fitting attachment but has different flywheels, no answer......
Collecting Swedish items since the 80s / CS3+ / MSW / 60175 Booster / 60881 S88 AC / TC10 Gold / K, C-Tracks / Favorites Class Ra / modelltag.se - Forum modelltag.se - Facebook modelltag.se - YouTube
Offline mvd71  
#2 Posted : 17 May 2024 09:40:55(UTC)
mvd71

New Zealand   
Joined: 09/08/2008(UTC)
Posts: 1,784
Location: Auckland,
Yes, the lack of willingness to provide appropriate support is why my sds br 41 is being “upgraded” to a DC motor with flywheel from SB Modellbau.

Offline marklinist5999  
#3 Posted : 17 May 2024 10:23:30(UTC)
marklinist5999

United States   
Joined: 10/02/2021(UTC)
Posts: 3,190
Location: Michigan, Troy
I haven't used the repair service. I think this is a delicate subject because it depends on what the item is. Certain models need specific attention for restoration such as painting, etc. So I feel that may take a long time. In other instances, newer ones can be upgraded with alternative sources and motors. A motor or decoder which fits in a Roco, can fit in a Marklin, or the supplier offers adapter piece so they will.
In another hobby for example hi fi audio, tech's won't even tackle certain collectibles because of the time involved in the repair. It curtails them from getting other work done. Or they just can't get the needed correct parts. One item is the ADC Accutrack 4000 remote control programmable turntable from 1975. Not to say that you won't find a tech willing to do it but it may be difficult.
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Offline JohnjeanB  
#4 Posted : 17 May 2024 12:40:15(UTC)
JohnjeanB

France   
Joined: 04/02/2011(UTC)
Posts: 3,166
Location: Paris, France
Hi
I dealt a few times with Märklin service
- repairs in Göppingen are very good and - not so rarely - it is free of charge. E.g.: I sent a loco for repair (a bit less than 5 years old) and I was expecting a repair estimate. Märklin repaired the loco at no cost and correctly. Turned out than MHI and Insider locos have a 5 years warranty. Delay: expect 1 to 3 months or more during Christmas season. More recently, on a BR06, the pulsed smoke unit went bust they replace it FoC and I learned later that I should have used the special LIGHTER smoke fluid instead of the normal one (my mistake, their cost for repairing). I also sent a 60214 CS2 to Göppingen and it was repaired at a medium cost (100€ or so) and they changed the mother board which transformed my CS2 into the latest, 5 A model with galvanic separation.
- spares: I ordered many times Märklin spare part ("Märklin shop") and I always got what I wanted. When it was not correct it was my fault.
This included motors, distribution gear,

On a period over 20 years (when I started to have a permanent layout) I never was disappointed except one time:
A bought a Mega Starter set (2 trains, a CS2, an oval with 3 switches) the 29640 set and one of the loco, when sound was on, would stop after a while and would only restart by powering OFF or by removing sound and activating any sound command.
Obviously this was a decoder failure. I sent back to Lippe (MSL) whith a detailled failure detail letter in German. They probably sent it to Märklin and 3 month thereafter I received the loco back with the exact same failure.

My advantages:
- I live near Paris so no custom issues, no currency changes with Märklin, same European laws for the customer protection and one of my shops in the largest in Paris (Au Pullman)
- I can read, write, speak in German which is very important sometimes. I found that often, the translations in Märklin manuals, etc are "perfectible".

My grief with Märklin
- the latest 2 CS3 upgrades which spoiled my only Märklin loco with an ESU LokSound 5 Micro.
- I wrote to Märklin and basically they are useless, advising me to go see my dealer.
- It turns out I need to reprogram my LokSound 5 (firmware is spoiled) using an ESU lokprogrammer that I don't have (cost 140€, thank you Märklin!)

Cheers
Jean
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Offline river6109  
#5 Posted : 17 May 2024 15:20:31(UTC)
river6109

Australia   
Joined: 22/01/2009(UTC)
Posts: 14,749
Location: On 1965 Märklin Boulevard just around from Roco Square
Used it once and never again, a loco from a set: the inspection light electronic module touched the frame and shortened because the factory didn't tightened it enough, told them about the problem and they said I had to send in the whole loco (03), this was it, it was a while ago (mega starter set 29845), guarantee from Australia its not worth it,

John
https://www.youtube.com/river6109
https://www.youtube.com/6109river
5 years in Destruction mode
50 years in Repairing mode
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Offline David Dewar  
#6 Posted : 17 May 2024 23:27:15(UTC)
David Dewar

Scotland   
Joined: 01/02/2004(UTC)
Posts: 7,357
Location: Scotland
Jean you said

-( It turns out I need to reprogram my LokSound 5 (firmware is spoiled) using an ESU lokprogrammer that I don't have (cost 140€, thank you Märklin!)


Not sure but if the decoder is not Marklin then they probably will not have any interest in a repair. The warranty will not include non Marklin parts fitted to a loco. Common with most or all manufacturers that using parts not supplied by them will cancel any warranty. Any upgrade to a CS should allow it to work well but may not include items that are not Marklin. At times I do mix items from other than Marklin and most work fine but if not then I cant blame Marklin and just live with it.
ESU decoders have a good name and are excellent but I just stick with those supplied by Marklin which appear to be fine for me.

David
Take care I like Marklin and will defend the worlds greatest model rail manufacturer.
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Offline franciscohg  
#7 Posted : 18 May 2024 00:30:50(UTC)
franciscohg

Chile   
Joined: 10/07/2002(UTC)
Posts: 3,277
Location: Patagonia
hello
My limited experience is good
Some years ago i send my good old burned 60214 and they returned a 60215 with latest HW at a reasonably. The unit had some rest for a while at Goeppingen post office, but a phone call helped to sort it out.
With the new windows set of the long cab insider BR103, they send it to me at no cost after confirming that i was able to change them.
Had some brief tech emails with Mr Mayer, helpful and considerate.
All other repairs i prefer to do it by myself even if the loco is under warranty, it is cheaper that way that have send and bring back a locomotive from Chile.
As for the last CS3 update, it was indeed anoying that ESU decoders had to re register every time, but no one got destroyed and issue was solved later.
Best regards
Francisco
UserPostedImage German trains era I-II and selected III, era depends on the mood, mostly Maerklin but i can be heretic if needed XD, heresy is no longer an issue.. LOL
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Offline kimballthurlow  
#8 Posted : 18 May 2024 01:20:12(UTC)
kimballthurlow

Australia   
Joined: 18/03/2007(UTC)
Views messages in topic : 6,679
Location: Brisbane, Australia
I have used Märklin service on and off for a range of services over 19 years.
I was always patient and treated the staff with respect (phone or email) and I got good assistance.
Just lately I got an email in return about a decoder installation from Frank Mayer who has always been helpful in the past.
It was mentioned in the forum somewhere recently that he had gone ??.

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 Bryan  
#9 Posted : 18 May 2024 04:51:51(UTC)
Bryan

Australia   
Joined: 08/09/2010(UTC)
Posts: 213
Location: Bowral, NSW, Australia
We deal with Märklin Service regularly. From what I see they're the only model train company committed to service and the availability of spare parts. Try getting spare parts for a 20 year old Roco loco. Märklin still have some stock spare items for 60 year old locos.

However experience with them, their servicing is a compromise. Basically labour at their level is very expensive and cannot always repair where there is a lot of labour involved. If you want the best in repairs, then go to the top. This is usually individuals or companies that have a very good standing, however very costly for the privilege. You pay for the extensive labour that Märklin avoids. Model trains can be very time consuming to repair and not generally taken into consideration by many.

One main point with Marklin service is the repair time factor. If a company has a trade supply with Märklin, the turn around time is usually within a month. If an individual sends a repair it will take two to three months. Also the highest priority is given to trade warranty. At the end of the day, Märklin Service is basically there for current production and maintaining a limited traditional support. They will and can repair older models, however at a low priority.

David
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Offline mvd71  
#10 Posted : 18 May 2024 07:19:59(UTC)
mvd71

New Zealand   
Joined: 09/08/2008(UTC)
Posts: 1,784
Location: Auckland,
Well, the service I got when Toottoot was still operating in Christchurch was excellent. Not quite so sure now it is under new ownership from Invercargil.

Every time I have emailed Märklin directly with a service or parts enquiry the response has been slow and they have not met my needs. I wish I could say differently, but that is the reality of it for me.
Offline marklinist5999  
#11 Posted : 18 May 2024 13:02:16(UTC)
marklinist5999

United States   
Joined: 10/02/2021(UTC)
Posts: 3,190
Location: Michigan, Troy
Well, certain dealers do perform excellent service and know what they are doing. Locally, there were two in the 90s. One retired in 1995, and the other in 2014. Both have passed on.
Keep it going people, and educate the young who are interested in the older models. If I was able to learn to maintain my collection, most definitely they will too.
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