David, first I am sorry to hear about your GP38. But first, let me introduce myself since many of you don't know me. I am the owner of this list, as well as Ztrack. We own Ztrack Magazine, Ztrack Center (retail sales), Ztrack Resale (used Z scale) and Ztrack Distribution (wholesale distributions and support). In the latter case, we are the global distributor for American Z Line. We handle all service and support. The reason I bring this up is that you are talking to AZL direct when you are talking to me.
First, ALL AZL locomotives are tested and verified before shipping to dealers and customers. My staff does that in our offices. Nothing leaves here without our sign off. So we know locos are good when they leave here.
Yes, as others have mentioned, the PCB can come loose in shipping. This is fairly rare on the 38s, but more common on the first run of 30s. AZL redesigned the board so it happens far less than it used too. Each dealer has been provided on instructions on how to advice the customer to check to see if the board needs to be reseated. It is VERY easy to do and takes a minute. IT DOES NOT VOID THE WARRANTY. But it is very disappointing to receive a locomotive that does not work. We know how that is.
If the board reseating does not work, we typically provide to the dealer and customer a brand new board at no cost. It is so rare to have motors go bad since we catch these in testing. Almost always it can be solved by a board replacement. If this does not fix it, then we have the customer return the locomotive directly to us for repair and most likely replacement.
Over the past few years, the number of bad locomotives returned to us is almost zero in comparison to sales. I am not sure what is implied by 'vote with your wallet' since this implies some kind of boycott. The fact is all locomotives are ready to run. Problems may occur. It happens. But you have a company standing up to the problems and putting themselves out here in the public to show we are dedicated to making things right.
But now we have the tricky part. David, please contact me offline. I need to know who you bought this locomotive from! We don't have an authorized AZL dealer in MO. We do only warranty locomotives purchased through authorized dealers. We are seeing a gray market appear where items are being purchased from authorized dealers, then immediately resold. We only warranty the initial purchase.
This latter point is very important. Only buy through authorized dealers. We have seen a rash of 2nd hand equipment being sold as 'new' on eBay from supposed dealers. A lot of times, this equipments is not as it seems. Please ask anyone you purchase from if the are an authorized dealer. If you are suspect, please contact us.
Also, no dealer has contacted me concerning this locomotive. So I am getting a bit suspect. But this may just be a misunderstanding.
As for those wondering how we are going to handle this situation. First, we need to find out about the dealer. If indeed they are not one of our authorized dealers, we will advise David to seek a refund. We will personally help David out to purchase a new unit, or direct him to one of our trusted dealers.
If the dealer turns out to be one we know or trust, then we will work to with them to check the board or send a replacement board. If that does not solve the problem, then we will replace the locomotive.
I hope this helps clear up any misconceptions. I am more than willing to answer questions. My email is rob@...
. Feel free to contact me offline.
Happy New Year!
Ztrack Magazine Ltd.
Distributor American Z Line
Authorized MTL, Full Throttle, Rokuhan
InterMountain and Tenshodo dealer
6142 Northcliff Blvd
Dublin OH 43016