Hi evryone

Did anyone have any problems with this dealer?

I find them unprofessional, they don't answer my emails.

They received a steam locomotive for repairs several weeks ago. No news from them.

I'll give them a few more days and then notify the Brawa company. It's not the first time I've had problems with them.

Not all dealers look like Mike from Westend trains.

Thewolf

Thank you Mike

Very appreciated

A wheel at the back of the tender was constantly pulling out of its axle. I don't think it's necessary to contact Brawa in Europe for such a small repair. I understand that you appreciate them, but personally for me they are missing something to appreciate them like you. : not responding to customer emails is, in my opinion, a lack of respect and politeness

Thewolf

I've dealt with Eurorail for the last 1-1/2 years or so and they have been great when contacted over the phone. Email has been a bit less consistent, though, so I'd also suggest trying the phone approach.


Ralph.

I'd had a part that broke in transit (the shipping frame - part of the packaging one needs to ship the locomotive back to ESU or otherwise) on an order and emailed them several times. Got no response, so I understand your frustration - especially for us folks that think email is a better way to communicate as it allows communication in a desynchronized way. Checking their website showed they knew they were behind on emails and they indicated to call them on their toll-free phone number if one needed help. So I phoned them up, spoke to a person and referenced my emails; they looked up the emails, then handed me off to the chief, we briefly chatted and he indicated he'd order the part that ESU had indicated the dealer would have to order from them.

So its true, their email responsiveness appears non-existant, but you can likely get answers and updates by using the toll-free phone number and speaking to someone in house. They were very professional when speaking with them in person. While I'd prefer not to interrupt whatever they were doing to have them on the phone, that seems the way they want to work, so thats the way its got to be with ERH.

Yeah, its not trivial to solve - a normal mail reader won't help much, you need some filtering and categorizing functionality.
If they had an email form to submit requests with instead of raw email that might help, because then they could require entry of:
1) Order # - which lets messages pertaining to an active/past order bubble to the top
2) Subject/Category Selection - so they can focus on groups that need more immediate response (sent in for repair, damage on order delivery, etc), and respond later with general inquiries where they could auto-respond with an FAQ as an example.