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Post by shamoo737 on Jul 6, 2016 14:39:24 GMT -5
Devices=services.
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Post by dazed on Jul 6, 2016 15:02:54 GMT -5
We use Don Fedjur for all non-warranty AZL service and repair. Don's email address is: donfedjur@aol.com Rob Come'on AZL...I'm approaching my year-and-a-half anniversary in Z, and I keep hearing this joker's name over and over and over. And not in a good way. I've spoken with at least half-dozen folks--people I trust--that have said he has kept their locomotives WELL PAST a reasonable time frame, and in most of those cases communication with this person has yielded nothing. I've also heard the same story from over a DOZEN other folks of varying levels of acquaintance. From the perspective of keeping your customers (happy), I would suggest that if you are directing them to another entity for repairing your products, you (like it or not) have a stake in that transaction. The *right thing to do* is: (a) stop sending people to this proverbial "locomotive black hole." At very least until he has completed his backlog of work and properly completed the transactions in front of him. (b) contact him and ask for status on behalf of your paying customers that are currently being "inconvenienced". (to put it mildly) (c) if no response, work with your customers to take steps to remedy the situation. It is clear this situation has gone on without resolution for way too long. With no "dog in the hunt" so to speak, I had internally written this off as a past problem. But to see you still sending the unsuspecting his way is pretty hard to accept, regardless of my stake in this issue. Am I missing something?
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Post by ztrack on Jul 6, 2016 16:14:18 GMT -5
First to clear the air. Warranty coverage is handled by Ztrack, not Don. Don is recommended for all non-warranty work.
I have sent countless individuals to Don for services and work. I have heard very positive response to his workmanship and turnout around time. In addition, I know Don has often done the work at his cost. Having someone who is able to mill parts when parts are not available, or find creative solution is extremely important in our hobby. Just recently, Don solved the issues with a customer whose problems I could not rectify. He made a customer very happy when my solutions failed.
I do talk to Don frequently, and understand clearly that there are two sides to every story. I am not defending any actions or non-actions. I can only vouch for the work I have sent his way. I have not heard a negative report from any of these individuals. But individuals' experiences may differ. I can say that I don't have problems recommending him and do so almost weekly.
Personal attacks are not welcome on the forum so please keep this civil. I would encourage you to reach out to Don directly on these issues. I will be seeing him this weekend and will mention this topic as well. I am keeping neutral on the topic and will not be involved as a mediator. But again, I have a very different view of Don and I am grateful to have him as resource to assist Z scalers.
Please take all followups offline. My email address is rob@ztrack.com if you would like to continue this conversation.
Rob
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Post by tjdreams on Jul 6, 2016 16:51:25 GMT -5
Ugeesta Here is a link to one being sold for parts on eBay Link I don't know which side of the frame you broke but if it's not the same side as the one on ebay it may be a cheaper way to get the parts you need to fix yours.
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Post by Rob Albritton on Jul 6, 2016 16:58:03 GMT -5
Hi Gang,
Let me give everyone an update on where we are with AZL service.
1) We do support our products 100% through the warranty period. Simply contact Rob Kluz if you have any needs. 2) We do have part in stock, but we do not have an unlimited supply. Most of the parts are used for our own warranty work. 3) It took us a long time to find someone who would do after warranty support. At the moment Don Fedjur is the person that Rob Kluz recommends. 4) We are looking for additional individuals and shops who would like to have an official AZL Service Center designation. We need to know that the person / shop we authorize can provide quality service. In return, they get access to our limited parts supply. If you know of someone who is interested, please drop us a line so we can start a conversation. 5) We do have some parts available for sale on the AZLDirect site. In fact, our most commonly use parts are at AZLDirect or they are on order from the factory (yes, this include GP38-2 frames - we ordered extras in the next production run.) We do not offer parts sales through dealers because there are way too many SKUs to keep track of. If you need parts, go to AZLDirect.
So this is not a perfect situation, but we are working at improving it all the time.
Best, -Rob(A)
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Post by shamoo737 on Jul 6, 2016 17:14:26 GMT -5
Ugeesta Here is a link to one being sold for parts on eBay Link I don't know which side of the frame you broke but if it's not the same side as the one on ebay it may be a cheaper way to get the parts you need to fix yours. David, I don't think it's a good idea. It sounds like a repair is more then he can handle. I think a undec GP 38 is his cheapest and safest option.
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Post by shamoo737 on Jul 6, 2016 17:33:38 GMT -5
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Post by ugeesta on Jul 6, 2016 20:32:04 GMT -5
Thanks David, but the broken piece in the Auction is the same side as mine that is broken. Either the metal used for the frames is very soft or there must have been a bad production run on the frames. Taking this offline to Rob.
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Post by santafesuperchief on Jul 7, 2016 13:55:10 GMT -5
AZL, after 30 years performing Automotive Product Support for three major Japanese Automotive companies I feel I am in a position to note this should be strictly an in-house operation. This is especially true if AZL expects to continue to offer the variety of equipment and REMAIN successful; then Warranty Service and parts should not be outsourced!!
Service and Warranty are often looked down upon in the Automotive business model as we are an expense operation but it is a most vital link between you and your customer's! It sounds like you have a problem now with outsourcing, keep in mind your current person is a "salesman" so he can tell you what you want to hear all day long.
Why wait for the forum to tell you have a problem (and then do nothing about it, aka SD45's). Your web-site should have updated tech tips on new equipment but seems to be way out of date.
Service is vital operation to stay abreast of any product problems allowing you to respond quickly and control the issue(s) before they get out of hand!!
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Post by zscalehobo on Jul 7, 2016 16:54:28 GMT -5
Thanks David, but the broken piece in the Auction is the same side as mine that is broken. Either the metal used for the frames is very soft or there must have been a bad production run on the frames. Taking this offline to Rob. Here was a long discussion about the soft frames ... azlforum.com/thread/576/another-run-azl-gp38-2s
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Post by nscaler711 on Jul 8, 2016 0:01:03 GMT -5
I may be able to help, I have a gp38 I can't use, when I dropped mine nothing but a truck broke, and I lost the pick up strips... It's a UP frame as well, I may have one serviceable truck... Just PM me and I will send more info..
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Post by dazed on Jul 8, 2016 10:23:01 GMT -5
I may be able to help, I have a gp38 I can't use, when I dropped mine nothing but a truck broke, and I lost the pick up strips... It's a UP frame as well, I may have one serviceable truck... Just PM me and I will send more info.. Mine that crumbled was a UP as well. I would be mildly interested in your UP frame (of course assuming ugeesta passes on it) since it is already painted correctly. But I'm not sure I'm confident enough that the entire UP run isn't part of the bad batch. Anyway, if you are interested in selling it let me know...maybe I'll roll the dice again.
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Post by ugeesta on Jul 8, 2016 17:14:00 GMT -5
Go for it dazed. I'm working with AZL on the frame. Thanks Nscaler711 for the offer.
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Post by nscaler711 on Jul 8, 2016 18:22:23 GMT -5
Well dazed shoot me a PM if you want to discuss it
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