Top critical review
6 people found this helpful
Poor customer service, poor product quality, and an over-the-top lifetime guarantee on the locomotive that is not honored.
on February 14, 2016
The quality of workmanship on this product is poor, and I am very disappointed. I gave it two stars, because it does work, and I have been able to work around the parts that don't work well or have broken. I have three specific problems with this set. 1) The EZ-track modules that are supposed to make it easier to lay out a model railroad (because the track is already attached to modular sections of roadbed that slide together) is supposed to work on carpet and other types of flooring. Yet, it is hypersensitive to slight irregularities in or small objects under the surface on which the train is set up. It needs a lot of adjusting to work under non-ideal conditions. The "EZ-coupler" that couples the cars together is held to the locomotive by a plastic retaining clip. After less than an hour of use and about two setups and takedowns, one of these clips came out, and the rear coupler on my locomotive was rendered nonfunctional,so I can only use the locomotive in reverse. I searched the Internet for a replacement for this clip (because I could not find it amid all the Christmas clutter on our floor), and, although replacement EZ-couplers are available, the retaining clip that holds it on is not. I called Bachmann's customer service line and left a message. Supposedly they offer a lifetime guarantee on their products. All I was asking for was one lousy retaining clip. They never returned my call. So I got online again and emailed them, explaining in detail the one tiny part I need. I asked them, "If you cannot replace this one part, please honor your lifetime guarantee as printed on the box and replace the locomotive." They never responded to my email. The wheels of all cars but the locomotive are plastic, not metal as they should be. Plastic wheels are even more prone to derailment than the tiny metal ones. Bachmann does sell rolling stock with real metal wheels, but it must be purchased separately. Model railroading is an expensive hobby, because not that many people are interested in it. I accept that, and the expense of it is probably why I did not ever embark on it until later in life, but at these prices, I would expect a somewhat better product at this price point, or, failing that, at least competent customer service.