"MRC...Definitely again"

Discussion in 'Getting Started' started by iis612, Jul 10, 2008.

  1. iis612

    iis612 Member

    A few months ago I purchased an MRC Prodigy DCC system at a hobby shop (which advertised it as an Prodigy Advance) that was going out of business. The item I bought was sealed. I got around to opening it yesterday to look it over and read the instruction manual, etc. The throttle is a dispatch throttle rather than train control.:curse:
    I called MRC and told them about it, their answer was look on the internet for another cab. Not, "I'm sorry to hear about that" or "Let me see what I can do for you"
    I was told that I had to buy another item to make up for their mistake. I sent them an email politely asking them to make it right, which they have not answered.:curse:
    So, unless they choose to make it right they can kiss whatever business they may have gotten from me goodbye. That is inclusive of the model aviation line, battery chargers, anything that has MRC anywhere on the package.
    I will be listing the junk that I have from them on eBay within the next few days.

  2. Packers#1

    Packers#1 Ultimate Packers Fan

    Dang, that sucks. BTW, Go Calvin and Hobbes!
  3. Mountain Man

    Mountain Man Active Member

    What was it George Carlin used to say about customer service? Oh, yeah...they're "servicing" the customer...:rolleyes:

    Thanks for the heads up - I'll avoid their products as well. Fore warned is fore armed.
  4. Ralph

    Ralph Remember...it's for fun!

    That's disappointing. I'd send them an assertive follow up email.
    Good luck!
  5. Mountain Man

    Mountain Man Active Member

    You're kidding, right?
  6. Ralph

    Ralph Remember...it's for fun!

    No, I believe in persistent contact. Matt said he sent a polite email that is so far unanswered. The next one I'd send would be more terse and let them know what I thought of their customer service, and would include my expectations of their action along with a statement that leaving me an unsatisfied customer would lose them my business and likely the business of other modelers I know and talk to.

    I think if you just go away after one or two exchanges you won't get any action.

  7. nachoman

    nachoman Guest

    Forgive my ignorance, but what is the difference between a dispatch and a train control throttle?
  8. nkp174

    nkp174 Active Member

    They were helpful years ago...they fixed my Control Master 20 for free after it shot sparks. Maybe the email either ended up in the hands of an employee on vacation/sick leave/not doing his job? I had an email go unanswered with BLI...only because the person I was corresponding with went on vacation and his email got messed up...he got back with me later and I was pleased with how things worked out.
  9. ezdays

    ezdays Out AZ way


    Just for the sake of knowing, what did MRC do wrong when that hobby shop sold you something other than what you thought you were buying? Was the box marked wrong and what was inside wasn't what it was supposed to be? That's where I'm a bit confused.:confused:
  10. iis612

    iis612 Member

    Nacho: A dispatch cab controls DCC turnouts only. MRC stopped producing them around 7 years ago.

    The Hobby shop did misrepresent the item, but that is something that can not be remedied, that is on me. I was stoked over the price and did not pay attention to the box when it was given to me. I took it and ran.
    The item inside the box was not what was advertised on the factory sealed box. The item, as indicated on the box, is a Prodigy DCC system that is supposed to do everything a standard DCC system does, however the cab will only control turnouts. The reason that I know it was a factory sealed box is because the tape seals had MRC embossed on them in an opaque white. The box contains everything that is supposed to come with the system except for the standard cab.

    I will be sending them another email letting them know my expectations of them and the reprecussions for failing to satisfy me as a customer, along with a few links to the discussion threads that I have posted on several forums. I will also call there again and get a boss on the phone and outline what needs to be done to remedy the situation, or, again, the consequences for their failure to recity their mistake. I will not rest until this issue has been addressed in a proper manner, or I have told everyone that will read, or listen to my story.

  11. pgandw

    pgandw Active Member

    I'm not sure MRC could help you, even if they wanted to. Do you know if they still have parts for the old Prodigy systems available? Assuming it was MRC's error that the incorrect item was in the box, a fair settlement might be a significant discount on a new Prodigy Express system. After all, you are talking about a 7 year old mistake in packaging. If they simply give you a new PE throttle as a replacement, that probably doesn't help because the new components probably won't work with the old.

    Somehow, I suspect neither you nor MRC is going to be satisfied in this one. The hobby shop would be the normal intermediary, and is not available.

    just my thoughts, your choices
  12. doctorwayne

    doctorwayne Active Member

    I'm confused: the highlighted statement is contradicted by the sentence that follows it. The highlighted statement suggests to me that, had you read the information on the box carefully, you would have realised exactly what you were buying. I'm not a DCC user, but I would imagine that the components are packaged, like most electronic gear, in cut-outs in blocks of styrofoam. If so, was there an empty spot where the missing component should have been? If not, I find it difficult to accept that you got any less than the package promised. If, on the other hand, the system that you ended-up with was placed in the incorrect box, at the factory, you probably have a legitimate, although tough-to-prove, complaint. It does seem unusual, though, as different products usually have different sizes and styles of packaging.

    I'd suggest, that after you've ascertained that MRC is really the one at fault and not the guy who "didn't pay attention to the box", that you forego the e-mail and send a real letter, politely outlining the facts. No reputable company wants to lose a customer, but I doubt that they're too thrilled about dealing with one who threatens "repercussions", either.
    You also need to get your story straight, as I outlined earlier - conflicting information damages your credibility, and lessens your chances of a satisfactory resolution of this situation.

  13. iis612

    iis612 Member


    The item advertised on the box was, in fact, a Prodigy DCC system. The contents of the box was a Prodigy DCC system, minus the correct throttle.
    There is no way to visualize the contents of the box without opening it. There are no styrofoam cutouts, all of the components are wrapped in bubble wrap individually and placed inside the box.
    It may not have been your intent but your reply seemed as though you were questioning my integrity.
    In reading back my last post several times it seems clear to me what I was saying. The item advertised on the box is not what was in the box. The item in the box was, in effect, a dcc system for stationary decoders only as the throttle will not control a locomotive.
    I have not claimed that there should be a Prodigy Advance in the box, only that the hobby shop advertised it as such. I have said that I will have to eat it over my oversight on that matter.
    I don't want MRC to do anything more than provide me with the correct throttle, not a different system.
  14. iis612

    iis612 Member

    As an aside, MRC has contacted me via email and said that they would find the correct throttle and send it to me as long as I will cover the shipping cost.
    That is an acceptable solution. Case closed, moving on
  15. doctorwayne

    doctorwayne Active Member

    I certainly didn't mean to convey any question of your integrity, and I apologise for the fact that it may have appeared so. My intent was merely to clarify the situation, both for myself and in regards to any further conversation that you might have had with MRC: if your version of the situation had appeared ambiguous, chances of a satisfactory resolution would have been considerably lessened.
    I'm glad to hear that the issue has been resolved, though. :-D It seems not surprising that the hobby shop went out of business if this was indicative of their usual practices. I trust, too, that, even with having to pay the postage, you've got a good deal? (And that MRC still has their good name.);)

  16. Me Too

    I recently contacted MRC to order another Cab Control for my Prodigy Advance system, and was told that they no longer are producing the Prodigy Advanced system, and no longer have the controllers, I only bought mine new a year ago. SAD

    Duane :curse:

  17. pgandw

    pgandw Active Member

    Unlike the original Prodigy and its predecessor, the Prodigy Express, Prodigy Advance, Advance2, and Prodigy Advance Wireless are all supposed to be compatible with each other and interoperate. You should be able to use either a Prodigy Express or Prodigy Advance2 throttle with your system. The question would be whether the new Advance 2 features would be available with an Advance base station - I suspect not. Methinks the new throttle and base station would default to the highest common denominator of features. If you use a PE throttle, you get the PE feature set because of the throttle. If you use the PA2 throttle, you get PA features because of the base station.

    I also believe there is/was an upgrade (on a send in basis) to upgrade your Advance to Advance2.

    I believe the above to be true, but I would confirm what I am saying with MRC or actual users in a forum before basing a purchase decision on it.
  18. iis612

    iis612 Member

    I am guardedly optimistic that this situation will end satisfactorily. Since a rep from MRC told me they would get me the correct throttle my emails asking how to pay and what reference number should be noted have gone unanswered.
  19. iis612

    iis612 Member

    MRC has cleared their name

    They are letting me trade the system for an advance squared at VERY discounted price.
  20. iis612

    iis612 Member


    I owe you an apology. It was not right for me to insinuate that you were questioning my integrity, in public or privately for that matter.
    In re-reading my initial post I left out several pieces of information that would have been vital to tell the whole story. When I made that first post I was VERY angry, quite tired and under the influence of some serious pain killers.
    I think I cleared up the confusing parts later on, but it should not have been a jigsaw puzzle to figure out what I was talking about.
    I am truly sorry. I had mis-interpreted what you were trying to say, and even if you had been questioning my integrity I had no right to call you out in a public forum.

    Once again, I am very sorry.

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