Post by ztrack on Sept 17, 2014 8:18:08 GMT -5
There has been a lot of discussion of the forum on locomotive characteristics, running and general expectations. This is a topic that frequently dominates discussions on the forum and so I hope to add some transparency and clarity to topic. First, we at AZL understand how disappointing it can be when a new locomotive doesn't perform to your expectations. Frankly, we may get it more than some manufacturers. Why you ask? Because the owners of AZL and myself are Z scalers. We are not a huge faceless manufacturer, but a company that loves and is devoted to Z scale.
When a new locomotive release arrives to our offices, every single locomotive is unpackaged, inspected and test run. Here at Ztrack, your new locomotive was test run either by myself or our two lovely assistants who have become very adapt at test running locomotives. Your locomotive has either run on our office Z Bend Modules or a special figure 8 Rokuhan test loop. Locomotives must fall within a certain range for running and radius operations before we except them. We don't look for a speed match, but a range that the locomotive must fall into. We use a special device that give us scale MPH to help us determine if the locomotive is in range.
Speed matching is a topic that comes up frequently. AZL does not, nor can guarantee locomotives will run at the same speed. One of the challenges of Z scale is the the tolerance are so small, that the most minuscule of difference can drastically alter a locomotive. For instance, a little too much grease may slow a locomotive a few scale MPH. If speed matching is key for you, we do recommend the use of DCC as this is the only way to truly match locomotive speeds. Note, this is not an issue restricted to AZL. This same topic happens for all manufacturers in all scales.
Another discussion point is the 'sounds loud'. Gear noise can occur. While AZL is noted for quiet operations, occasionally locomotives may have some gear noise. This is not something we warranty. But this is likely something that will diminish overtime as the locomotive runs and breaks-in.
Slowing in curves can happen at first. A slightly slowing is acceptable and you will see this go away over time. Now if the locomotive slows way down, that may be something we need to address. But we have hopefully caught all of these locos in our test running. But what is key is that AZL can not guarantee a locomotive will run on your track work. We guarantee our locomotives will run, but the expectations are that they will run on the recommended curves and on adequate track work. If you tell me the locomotive stops at the same point on your track every time, it may very well be a track issue. I have written an article in Ztrack called 'Don't Blame the Locomotive'. I highly recommend everyone read this article.
The lights come on and nobody is home. This has been a big pain point for AZL. This is the issue where the circuit boards have come loose in shipping on a few of our locomotives (mostly GP30s, but GP38s as well). We have acknowledged the issue and have posted solutions on the AZL website. This is not something we could have corrected before we shipped. The reason I say this is that when the locomotive left our offices to be shipped to the dealer or the customer direct, it was running properly. Things can happen in shipping when the packages get jostled.
Our philosophy is that we want to support customers in their home and avoid returns. Returns are costly and take time. But if we can work through the issue in your home, we hope to get a locomotive running in no time. This includes sending you parts if necessary. In the case of the loose boards, we can't guarantee the replacement locomotives board won't come loose in shipping. Additionally, model railroading is a skill based hobby. Removing shells and servicing locomotives is a skill that one should develop over time. We acknowledge that we hope you won't have to apply this skill to new locomotives, but on the very rare occasion, it may happen.
Some customers have expressed concern that if they remove the shell to reseat a board it will void the warranty. ABSOLUTELY not. If you are working with us or your dealer to resolve a problem, you are covered under our warranty. If you attempt the fix and something else happens, we are equally responsible since we were directing you. Remember, we are the guys that police the warranty. We can also extend it on a case by case basis.
Cosmetically all locomotives have been inspected. But handrails can bend slightly in shipping and handling. It happens and is easily corrected. Now if a side panel falls off, that should not happen. Again it was on there when we shipped it, but things happen. Though it is easily fixed with glue, we really don't expect you to have to do this. Contact your dealer for an exchange.
Burned out motors.. let's be clear. We only warranty locomotives that are run on Z scale rated transformers. Period. We have published a list of Z scale rated transformers in a recent issue of Ztrack. If you are filing a warranty claim, we will be asking about your track and track work.
Parts has been a issue and one we have been working on. In the coming weeks, you will see a number of parts become available for purchase through the AZL Direct web site. I will have more information after these are posted.
Our expectations for dealers is that they will work with you to resolve issues and answer questions. I am concerned since I am hearing more frequently that dealers are not responding to customers concerns. This is not what is expected of them. We encourage you to start with your dealer, but feel free to contact us if you are not getting anywhere.
Our expectations for customers... have fun, enjoy our trains, and be willing and open minded to work with us. We can't guarantee perfection. But we can guarantee a great product that falls within standards for our products.
Our expectations for ourselves. To make AZL the premier Z scale company with an exceptional line of products of the highest quality we can deliver. We also want to make us accessible to our customers which is why this forum exists. Again we are Z scalars.... we are one of you.
Rob
When a new locomotive release arrives to our offices, every single locomotive is unpackaged, inspected and test run. Here at Ztrack, your new locomotive was test run either by myself or our two lovely assistants who have become very adapt at test running locomotives. Your locomotive has either run on our office Z Bend Modules or a special figure 8 Rokuhan test loop. Locomotives must fall within a certain range for running and radius operations before we except them. We don't look for a speed match, but a range that the locomotive must fall into. We use a special device that give us scale MPH to help us determine if the locomotive is in range.
Speed matching is a topic that comes up frequently. AZL does not, nor can guarantee locomotives will run at the same speed. One of the challenges of Z scale is the the tolerance are so small, that the most minuscule of difference can drastically alter a locomotive. For instance, a little too much grease may slow a locomotive a few scale MPH. If speed matching is key for you, we do recommend the use of DCC as this is the only way to truly match locomotive speeds. Note, this is not an issue restricted to AZL. This same topic happens for all manufacturers in all scales.
Another discussion point is the 'sounds loud'. Gear noise can occur. While AZL is noted for quiet operations, occasionally locomotives may have some gear noise. This is not something we warranty. But this is likely something that will diminish overtime as the locomotive runs and breaks-in.
Slowing in curves can happen at first. A slightly slowing is acceptable and you will see this go away over time. Now if the locomotive slows way down, that may be something we need to address. But we have hopefully caught all of these locos in our test running. But what is key is that AZL can not guarantee a locomotive will run on your track work. We guarantee our locomotives will run, but the expectations are that they will run on the recommended curves and on adequate track work. If you tell me the locomotive stops at the same point on your track every time, it may very well be a track issue. I have written an article in Ztrack called 'Don't Blame the Locomotive'. I highly recommend everyone read this article.
The lights come on and nobody is home. This has been a big pain point for AZL. This is the issue where the circuit boards have come loose in shipping on a few of our locomotives (mostly GP30s, but GP38s as well). We have acknowledged the issue and have posted solutions on the AZL website. This is not something we could have corrected before we shipped. The reason I say this is that when the locomotive left our offices to be shipped to the dealer or the customer direct, it was running properly. Things can happen in shipping when the packages get jostled.
Our philosophy is that we want to support customers in their home and avoid returns. Returns are costly and take time. But if we can work through the issue in your home, we hope to get a locomotive running in no time. This includes sending you parts if necessary. In the case of the loose boards, we can't guarantee the replacement locomotives board won't come loose in shipping. Additionally, model railroading is a skill based hobby. Removing shells and servicing locomotives is a skill that one should develop over time. We acknowledge that we hope you won't have to apply this skill to new locomotives, but on the very rare occasion, it may happen.
Some customers have expressed concern that if they remove the shell to reseat a board it will void the warranty. ABSOLUTELY not. If you are working with us or your dealer to resolve a problem, you are covered under our warranty. If you attempt the fix and something else happens, we are equally responsible since we were directing you. Remember, we are the guys that police the warranty. We can also extend it on a case by case basis.
Cosmetically all locomotives have been inspected. But handrails can bend slightly in shipping and handling. It happens and is easily corrected. Now if a side panel falls off, that should not happen. Again it was on there when we shipped it, but things happen. Though it is easily fixed with glue, we really don't expect you to have to do this. Contact your dealer for an exchange.
Burned out motors.. let's be clear. We only warranty locomotives that are run on Z scale rated transformers. Period. We have published a list of Z scale rated transformers in a recent issue of Ztrack. If you are filing a warranty claim, we will be asking about your track and track work.
Parts has been a issue and one we have been working on. In the coming weeks, you will see a number of parts become available for purchase through the AZL Direct web site. I will have more information after these are posted.
Our expectations for dealers is that they will work with you to resolve issues and answer questions. I am concerned since I am hearing more frequently that dealers are not responding to customers concerns. This is not what is expected of them. We encourage you to start with your dealer, but feel free to contact us if you are not getting anywhere.
Our expectations for customers... have fun, enjoy our trains, and be willing and open minded to work with us. We can't guarantee perfection. But we can guarantee a great product that falls within standards for our products.
Our expectations for ourselves. To make AZL the premier Z scale company with an exceptional line of products of the highest quality we can deliver. We also want to make us accessible to our customers which is why this forum exists. Again we are Z scalars.... we are one of you.
Rob