Thanks -- already left her a message, no response yet.  I did return the loco close to 8 weeks ago and have yet to hear any sort of status on it, other than a  postcard that they received it.

Just want to make sure I'm being clear---I am complaining about Bachmann customer service, not TrainWorldOnline. 

Our experience with TrainWorldOnline was very different from yours.  I found them very courteous and helpful.

Following up on this thread---I sent the loco back and received a postcard that it was received and to expect a 6 week turnaround time.  It was received on March 23.  This is the end of the 7th week since then. 

I have called repeatedly and sent multiple emails to customer service, with only one form-letter response that did not answer my query about it. 

We are completely fed up with the long turnaround and lack of information on a brand new purchase.   If I treated my customers and clients like this I would be out of a job in no time.  My son now has a very sour perception of Bachmann.  We just want the loco replaced or our money refunded, but have not been able to raise anyone on the phone.

Hi, we purchased this locomotive from a retailer in New York (TrainWorld.com).  We are in California.  After waiting a week, it finally arrived, extremely well packaged---we are quite happy with the retailer. 

However, within 20 minutes of running time, the right-side cylinder broke completely away from the body of the locomotive, causing the piston bars to seize.  I have tried gluing the cylinder back into place a couple of times, but it continues to break off, even with superglue. 

Note that this loco is owned by an 11-year-old who saved up his own money to buy it, and has waited a week for it to be delivered. 

I have notified Bachmann, but has anyone else seen this problem?  Any way to fix it without sending it back?

thanks