Email Address for ESU?

[drgw0579]

I've been out of town, but I sent my friends at ESU a heads up about this discussion.   I just got a quick response:

ESU, LLC in Colorado Springs is alive and well. We are open Mon-Fri 8am – 5pm Mountain Time. Sales phone hours for dealers are 8am-12pm Mountain Time Mon-Fri at 720-303-3980. Tech support hours are 8am – 12pm Tuesday and Thursday at 720-303-3990. There is only 1 tech support person so sometimes the tech phone line gets busy. If your call is not answered, try again in 10-15 minutes. If you aren’t able to get through, you will likely get a call back at some point. The Email contact form has been tested and is working properly. You can also send an email anytime to: support@loksound.com. Email responses are usually within the same day unless we are at a train show and it may take a little longer. Emails sent over the weekend are typically answered on the following Monday or Tuesday.”

 

“The warranty policy is as follows; all ESU products carry a 2-year “Goof Proof” warranty from date of purchase as “new” with proof of purchase from an ESU dealer. Between 2 years and 3 years with proof of purchase a small fee will apply to warranty claims. After 3 years or if you no longer have a receipt, a discounted rate applies and depends on the product that you have. Purchases made for pre-owned decoders from individuals, whether installed or not installed in a locomotive carry no warranty, this includes items purchased pre-owned at train shows, pre-owned on eBay, or otherwise pre-owned over the internet. The warranty does, however, apply to Items purchased new from ESU dealers on eBay or otherwise over the internet.”

 

“Here is the process for making a warranty claim with ESU, LLC:

Send only original ESU decoders to us that were purchased from a hobby retailer directly. Pre-installed decoders that come with a locomotive from the factory (OEM), must be returned directly to the manufacturer of the locomotive or to your retailer. Factory installed decoders sent to us will be returned to you.

 

If you intend to claim statutory warranty (within 2 years after date of purchase) a proof of purchase is necessary. This could be a receipt or a copy of the invoice. In either case this invoice must be readable and include the date of purchase, the ESU item number and the name of the retailer. Note that these do not get returned so please do not send the original. If these documents are missing, we reserve our right to disclaim the warranty. The item can still be replaced, but charges will apply. Please always keep any receipts and invoices within the period of warranty!

 

Please include your name and address legibly written on the covering note. A telephone number or an e-mail address is also essential, if any queries should occur from our side. Please always add a description of failure which explains the problem as clear as possible. If a sound file is needed to be written to a decoder prior to its return to you, please clearly indicate either the sound file number or the locomotive type in your note.

 

Make sure that the parcel/box/envelope etc. is adequately stamped, and/or proper postage paid, before you send it to us. We do not cover parcels with insufficient postage. These will be returned to you unopened.

 

Never use a simple envelope to return any item, it/they should be protected with bubble wrap; then put into a sturdy bubble envelope of adequate size! Many times, we have received empty envelopes and the item(s) was/were missing. Heavy items must be wrapped into bubble wrap and packed into a sturdy box of adequate size, which is filled with bubble wrap and/or cushioning material.

 

For items outside of the warranty period, if you would like us to replace an item requiring a replacement fee, explicitly state on the covering letter that you will accept any service charges. Do not send money up front to pay these charges. We will contact you prior to the item being returned.

 

There is no need to contact ESU prior to sending in any item for warranty claim. The address to send it to is below:

ESU, LLC

ATTN: Service

3625 Betty Dr. Suite A

Colorado Springs, CO  80917”

 

[tehachapifan]

Thanks, drgw0579! I have to say that the information you received is far more helpful than what is listed on their website, at least what I could find. I couldn't find any of the phone numbers or operating hours there along with any mention of email addresses. There is also no mention of the 2-year warranty being "goof proof" and instead has terminology along the lines of, "if you wish to assert a claim against ESU", which sounds a bit more uninviting and not really applicable if I made an error and damaged the decoder.

At any rate, all is good now. The decoder is on the way to the correct address and is going to be covered. I'm still not sure why 3 modes of contact completely failed for me initially, but hopefully that won't happen to anyone else.

[peteski]

. . . instead has terminology along the lines of, "if you wish to assert a claim against ESU", which sounds a bit more uninviting and not really applicable if I made an error and damaged the decoder.

While ESU, LLC is staffed by native English speakers, that phrase sounds suspiciously like an awkward artifact from German-English translation..

At any rate, all is good now. The decoder is on the way to the correct address and is going to be covered. I'm still not sure why 3 modes of contact completely failed for me initially, but hopefully that won't happen to anyone else.

Yes, that does seems unexplainable, since none of the other people participating in this thread had any issues with contacting ESU (well except for the web-based email thing - we still don't know why clicking the "send" button doesn't give any response).

[rodsup9000]

The decoder is on the way to the correct address and is going to be covered.

  Got my replacement decoder in the mail today.  One week turn around is pretty good.  I also sent 2 decoders to Intermountain (from their F7's) in Longmont Co and they came today.
 

[bbussey]

Thanks, drgw0579! I have to say that the information you received is far more helpful than what is listed on their website, at least what I could find. I couldn't find any of the phone numbers or operating hours there along with any mention of email addresses. There is also no mention of the 2-year warranty being "goof proof" and instead has terminology along the lines of, "if you wish to assert a claim against ESU", which sounds a bit more uninviting and not really applicable if I made an error and damaged the decoder.

At any rate, all is good now. The decoder is on the way to the correct address and is going to be covered. I'm still not sure why 3 modes of contact completely failed for me initially, but hopefully that won't happen to anyone else.

The issue could be on your end, or rather, with your internet service provider where they aren't resolving the ESU domain properly to route your emails.  The phonecall getting the cellphone-not-in-use message sounds like a mis-dialed number.

[tehachapifan]

The issue could be on your end, or rather, with your internet service provider where they aren't resolving the ESU domain properly to route your emails.  The phonecall getting the cellphone-not-in-use message sounds like a mis-dialed number.

Not a misdialed number. Reconfirmed several times by looking at my call history. I've also had no other email problems.

[freescopesdad]

My contact at ESU in Colorado is Lee Ryan at lee.ryan@esu.eu. He was quite helpful and patient in helping me sort out some ECoS 50210 firmware upgrade issues. Maybe he can help.