Stephen-

I too run N scale-

What you're seeing here is a frustration on the part of n scalers with Bachmann.

Whereas  parts seem to be more easily available in larger scales- the n scale parts - some being so small - leaves the guys wonderting where to find them.
Lots of the bigger train parts can be modified from general haredware , screws, fasteners - but size ,kind of cripples the n scale guys - it's miniture  everything from screws to springs - even decals are a pain!

I don't understand why we have to call the sales office to get the service dept.
Bachmann should check out the service line if they want there customers to ask questions and inquire about repair status.
I gave up calling the 800 number, all I got was a recording - no one returned my call anyway.

Unfortunately you have to give up service if you want to own Bachmann trains,
CARLA is frustrated with what is going on right now. I have looked at other threads on the forum and see service problems and the new couplers as problems that Bachmann just hasn't comprehended.

tom11- you are correct in questioning what Bachmann is thinking. I like the idea of a customer survey- It's obvious to all reading this forum that service is coming up short again and being non- responsive.