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Offline mike c  
#1 Posted : 21 February 2011 18:30:45(UTC)
mike c

Canada   
Joined: 28/11/2007(UTC)
Posts: 7,880
Location: Montreal, QC
http://www.maerklin.de/d...ler/vertrauenssache.html

English Translation (Yahoo Babelfish):

"Purchase is matter of confidence.

That is what the official Märklin /Trix and LGB dealers offer to you!

There you will receive:
Perfect service achievements directly locally.
First-class consultation by trained personnel.
Security over the origin of the commodity.
Demonstrating possibility of the models and their functions.
Information meetings with the Märklin Seminar Leaders/Specialists.

Independently of and additionally to you legally which are entitled national warranty laws opposite your dealer the direct 24 months manufacturer warranty.
Purchase from other than official dealers, e.g. in the Internet or on auctions/swap meets, poses the risk that you can remain saddled with any repair costs, if the legal warranty claims, which have you only against your contracting party, do not apply or will not be honoured.
With the purchase from the official contract dealer we grant you additionally our direct manufacturer warranty in accordance with the regulations on the warranty map of the respective product - this presupposes the purchase from the official dealer, because only in this way we can certify the origin of the item and exclude unauthorized manipulations. The purchase from the official specialist dealer gives you not only the guarantee to receive a very good consultation and service but also reduces the danger to remain burdened with possible later costs related to service outside the warranty. Warranty claims, which are sent in directly to Märklin without proof of purchase (sales receipt) or the warranty coupon completely filled out by the official dealer, cannot be recognized, even if the products are less than 24 months on the market.

We recommend to absolutely keep the sales receipt of the dealer or on complete filling out of the warranty document to respected, in order to make any requirements valid."

Translation Proofread and corrected (here and there) by Mike C
I make no guarantee that the document has been translated word for word and state that this translation only serves to present a general interpretation of the information contained in the original German text posted in the link above.

Regards

Mike C
Offline steventrain  
#2 Posted : 21 February 2011 18:50:55(UTC)
steventrain

United Kingdom   
Joined: 21/10/2004(UTC)
Posts: 31,601
Location: United Kingdom
Large Marklinist 3- Rails Layout with CS2/MS2/Boosters/C-track/favorites Electric class E03/BR103, E18/E118, E94, Crocodiles/Steam BR01, BR03, BR05, BR23, BR44, BR50, Big Boy.
Offline mike c  
#3 Posted : 21 February 2011 21:55:37(UTC)
mike c

Canada   
Joined: 28/11/2007(UTC)
Posts: 7,880
Location: Montreal, QC
@Steventrain: Thank you for bringing the fact that this was mentioned in another thread as well. I did not see an English translation of the text in that thread, so I stand by my decision to post it in it's own thread. This does not only concern Lokshop and merits it's own topic.

None of the information posted on the Maerklin site sets out the difference between Official Dealers who sell items on eBay and other auction sites and unofficial dealers.

I have always wondered where the "unofficial" sellers get their newly released product. Some may be employees of official dealers, who buy items at "staff" prices and then resell on eBay. Others may be Maerklin insiders who buy two or more of new items and then sell some to pay for their own purchase. Others may be selling product stolen from dealers, modellers and items that have "fallen off the truck". I think Maerklin has the right to encourage sales through official dealers, but I am not sure that I agree with the way that they are going about it.

If I buy an item from an unofficial dealer, would that item not come complete with the sales receipt and warranty booklet filled out at the dealer where the item was originally sold. If I were to present that item for repairs, would that not extend to me the warranty that was entered on the date of the original sale.

I do know that for some "insider" sales, the buyers have to agree not to sell the item as part of the terms of sale.

In other instances, the Swiss Re 4/4II 37343 being the example that comes to mind, a number of dealers took the shells from the Trix model 22744, swapped the shells with the Re 4/4II from the 29859 Start Set, ordered replacement boxes F37343 from Maerklin and then sold the modified loks as original 37343s. The DC Re 4/4II 11376 were sold to DC modellers, as that model was also not available directly from Trix.

Due to Maerklin's decision to no longer sell Ersatzkartons, the Trix 22148 shells (Re 4/4II TEE 11250) that were swapped with Maerklin Cargo Re 421 from the 29481 Sets could easily be identified as unofficial products.

If Maerklin wants the customers to commit to official dealers, they have to improve the service offered through those dealers. This means that they have to make their prices a little more competitive. The Prices listed on the Maerklin website are "Suggested Retail Prices". Dealers should be able to sell for any price. The MSRP is only a guideline. A dealer selling items at MSRP or above will not generate any extra money for Maerklin. They are paid dealer cost and whatever markup is applied by the dealer has no bearing on the revenue of the company. The risk to the company is that this policy will result in customers ordering fewer individual items, which will have a direct impact on the company revenue.

For customers outside Europe, we do not have the same level of service from official dealers. There are several dealers who stock large inventories of Maerklin. Others hold very little stock and will only fill special orders through Walthers. Those dealers do not offer a level of service comparable to that of European dealers. We don't have access to New Items Presentations, Digital Seminars and the like from our local dealers.

All that I ask is for the ability to order products as I choose, that dealers in Europe will offer prices w/o VAT for overseas shipments. That items will be properly packaged at the factory and boxes properly packed at the dealer, so that I can be assured that the item will arrive here in original condition. I have no interest in ordering through Walthers and paying 30-50% more for the privilege.

Maerklin has to realize that other than track, transformers, digital equipment, etc, that modellers can buy locomotives and rolling stock from other manufacturers and happily use them on Maerklin layouts without ever having to buy another Maerklin lok, coach or car again. Hopefully this revelation will remind the company that it is in their interest to keep us satisfied and to honour the stated and unwritten warranties that apply to products bought and sold in the EEC. As far as I can tell, those warranties might equally apply to product "sold" to distributors for resale in other markets outside the EEC.

Aside from registering serial numbers for each lok and the dealer to which it was sold, I don't know how Maerklin can certify whether it came from an official dealer. As long as the seller is an authorized dealer, there is a sales receipt (instore or online) and the warranty card has been duly completed, the warranty should apply. The customer should be given the benefit of the doubt, except in cases where the item has been modified by the customer or seller. Even in that case, if there has been a shell swap, the warranty information on the chassis should still be valid.

Regards

Mike C
Offline nevw  
#4 Posted : 21 February 2011 23:33:11(UTC)
nevw

Australia   
Joined: 27/08/2005(UTC)
Posts: 11,071
Location: Murrumba Downs QLD
About FIlled in Warranty Cards,
I am yet to receive a filled in Warranty Card.

I have brought in Store, by Email and from Online shops all Authorised dealers and NOT One has filled in the warranty Card. the Instore Purchases "Invoices" were a 75mm wide Paper Slip like from a Supermarket.

So what does that leave me. I have to send it back to the dealer I brought it from. thats Ok.

BUT what happens if they go out of business??? Will Marklin REcognise the warranty????

NN
NOt wearing the Pink Pinny, which is hard to see and now I have a white Pinny which also is hard to see against MY pure white Skin Still have 2 new shiny tin Hips that is badly in Need of Repair matching rusting tin shoulders
and a hose pipe on the aorta
Junior member of the Banana Club, a reformist and an old Goat with a Bad memory, loafing around
Offline RayF  
#5 Posted : 21 February 2011 23:38:08(UTC)
RayF

Gibraltar   
Joined: 14/03/2005(UTC)
Posts: 15,838
Location: Gibraltar, Europe
Would be nice wouldn't it?

I don't think Walthers is doing Marklin justice in the USA. It's easier for Marklin to deal with one agent in each country, but they don't add any value for the customer.

In UK, The Hobby Shop is the UK agents, but they don't seem to be able to promote Marklin to shops very well. Since they took over from Gaugemasters as UK agents the sale of Marklin in UK has virtually disappeared. They do at least feed new models to the UK model press, and we get good reviews of Marklin and Trix products in Continental Modeller magazine, but prospective buyers will be hard pressed to find where to buy them!

I remember the good old days when W&H models in London were the UK agents. They had a great shop in central London, delivered to many shops throughout the UK, and even ran the Marklin Club of Great Britain, of which I was a member for years.
Ray
Mostly Marklin.Selection of different eras and European railways
Small C track layout, control by MS2, 100+ trains but run 4-5 at a time.
Offline H0  
#6 Posted : 22 February 2011 00:21:45(UTC)
H0


Joined: 16/02/2004(UTC)
Posts: 15,254
Location: DE-NW
Originally Posted by: nevw Go to Quoted Post
I am yet to receive a filled in Warranty Card.

I got a filled in Warranty Card. It came with the first loco I ever bought on eBay (new, from an official dealer).

Why should mail order dealers fill the warranty card - if buyers can return the loco within 14 days?
That will only work if they can get plenty blanco warranty cards from M* (which presumably they can't).
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
UserPostedImage
Offline TimR  
#7 Posted : 22 February 2011 04:59:29(UTC)
TimR

Indonesia   
Joined: 16/08/2007(UTC)
Posts: 1,752
Location: Jakarta
Originally Posted by: mike c Go to Quoted Post

Aside from registering serial numbers for each lok and the dealer to which it was sold, I don't know how Maerklin can certify whether it came from an official dealer. As long as the seller is an authorized dealer, there is a sales receipt (instore or online) and the warranty card has been duly completed, the warranty should apply. The customer should be given the benefit of the doubt, except in cases where the item has been modified by the customer or seller. Even in that case, if there has been a shell swap, the warranty information on the chassis should still be valid.


Bingo!
More precisely, so long as the 'grey' dealers who offer warranty can be underwritten by an "allied" official dealer (usually their supplier) who will fill out all the necessary paper work, then the warranty claim is always valid.
Now collecting C-Sine models.
Offline Marius in Africa  
#8 Posted : 22 February 2011 06:29:17(UTC)
Marius in Africa

South Africa   
Joined: 05/06/2009(UTC)
Posts: 419
Location: Boksburg, Gauteng
Originally Posted by: nevw Go to Quoted Post
About FIlled in Warranty Cards,
I am yet to receive a filled in Warranty Card.

I have brought in Store, by Email and from Online shops all Authorised dealers and NOT One has filled in the warranty Card. the Instore Purchases "Invoices" were a 75mm wide Paper Slip like from a Supermarket.

So what does that leave me. I have to send it back to the dealer I brought it from. thats Ok.

BUT what happens if they go out of business??? Will Marklin REcognise the warranty????

NN



Märklin cannot even cope and deal efficiently with the paper work involved with the Insider Club.

How on earth are they going to cope with thousands of warranty card being returned to them for “registration” of each and very product they sell? This warranty card completion is another load of BS from Märklin trying to justify their "price control" of retailers!
Marius in Africa

HO, ECoS 2, Märklin C-track, any country, any design, any era & any brand which i like.
Offline Western Pacific  
#9 Posted : 22 February 2011 08:24:12(UTC)
Western Pacific

Sweden   
Joined: 19/09/2009(UTC)
Posts: 841
Location: Lidingö, Sweden
Originally Posted by: Marius in Africa Go to Quoted Post
Originally Posted by: nevw Go to Quoted Post
About FIlled in Warranty Cards,
I am yet to receive a filled in Warranty Card.

I have brought in Store, by Email and from Online shops all Authorised dealers and NOT One has filled in the warranty Card. the Instore Purchases "Invoices" were a 75mm wide Paper Slip like from a Supermarket.

So what does that leave me. I have to send it back to the dealer I brought it from. thats Ok.

BUT what happens if they go out of business??? Will Marklin REcognise the warranty????

NN



Märklin cannot even cope and deal efficiently with the paper work involved with the Insider Club.

How on earth are they going to cope with thousands of warranty card being returned to them for “registration” of each and very product they sell? This warranty card completion is another load of BS from Märklin trying to justify their "price control" of retailers!


I don't know about German law, but the Swedish implementation of the EU directives in this field is based on using the receipt from the shop that sold the goods to establish the date from which the two year warranty period is counted and this applies to all sorts of equipment like refrigerators, TVs, electric hand tools etc, even if for instance Black and Decker have a guarantee card that they claim should be filled out and sent to the Swedish general agent.

I've had one or two guarantee cards filled out by one and the same (physical) shop when I've bought new Märklin locos from them. One of them being 39440 and the reason might have been that I bought it well over a year after it had been discontinued by Märklin (perhaps even over two) and I believe there is one more and the story was the same, I bought a loco that the shop had since years on their shelf and being new, it still has the right of full two year guarantee from date of purchase according to Swedish law.
Offline jeehring  
#10 Posted : 24 February 2011 11:59:07(UTC)
jeehring


Joined: 25/09/2003(UTC)
Posts: 2,786
Location: ,
Originally Posted by: Marius in Africa Go to Quoted Post
Originally Posted by: nevw Go to Quoted Post
About FIlled in Warranty Cards,
NN



Märklin cannot even cope and deal efficiently with the paper work involved with the Insider Club.

....(...)....


I would not be surprised if one day Insider Club became a 100% independantly managed organisation...even being merged with....MHI organisation ! Wink
Actually , I'm not sure, Insider club seems to be 50% independant and 50% department of Marklin's administration...???
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