BOB,
If it helps any, you're not alone in getting lost in the Bachmann Black hole of Service. I sent a DCC Ready Russian Decapod Steam locomotive and tender in for repairs. This was two weeks after Christmas. The Russian was a Christmas gift.
Any time I call - either toll free or on my own dime - I am assured they received it and it will take 6 to 8 weeks to repair. I sent it in after seeing a few whiffs of smoke coming from the tender.
Christmas must be a magical time a Bachmanns.
I wil call again on Monday, like last week.
Rick
-