Impressive service
Well, I am impressed. Due to a manufacturing defect, a complete new chassis (latest type) with tender chassis is on its way compliments of the Customer Care centre despite the model being bought as New Old Stock and then sat unopened on my shelf for at least five years. By contrast, Brawa demanded 18Eu to replace a valve gear screw (value 0.01Eu) when it became lost after 10mins use on a new loco or return to Brawa at a cost of £30+ in postage. If you don't believe me ask Frank Forsten who had to intercede on my behalf with the company. Who was the firm that made me smile? Hornby :shock:

Hornby do have a very good reputation for customer service.

Tim, I am still waiting for a wrongly fitted Minitrix locomotive part after three years of emails from my side and no replies from Trix side. As you noted, an impressive service. Regards,

The chassis for the loco arrived within five days, free of charge, from Hornby. On the very rare occasion that I needed assistance from Trix, I remember the lack of service from the Matrix group, they refused to acknowledge my emails because the company only deals through its retail dealership network. Maybe you need to find a friendly Minitrix dealer, surely, someone on the forum can advise you with the details of a friendly dealer? Tim