MTH Electric Trains

MTH is proud to announce an exciting new opportunity for your shop to profitably improve customer service, create more repeat business, and cement customer loyalty. As an Authorized MTH Service Center, your store will be able to offer customers on-site repair service for all MTH trains. This brochure explains the benefits of this new program and the dedicated support MTH will provide to make the program a success for you.

Repairs are very profitable, with the only cost being parts and a few minutes of employee time.

Repairs cement customer loyalty, ensuring that you will be the retailer of choice for anyone whose train you have fixed.

Repairs create impulse sales, since anyone who likes trains enough to seek repairs will find a few other items to take home from your shop.

By becoming an Authorized MTH Service Center, you set yourself apart from your competitors especially mail order for online stores that cannot offer walk-in service. Repairs give your customers instant gratification, making you the hero.

Authorized MTH Service Centers will receive special support from MTH including special parts discounts, phone support, recognition and promotional opportunities, and training.

And finally, by providing warranty repairs, you support your sales at full MSRP, allowing you to compete profitably.

In the past, MTH kept control of product service by performing it all at our own facility. This control allowed MTH to monitor our products' failure rates and quickly initiate changes in subsequent production runs. As a result, MTH developed a quality product line unmatched by any of our competitors.

New Internet-based technology now allows MTH to monitor the actual servicing of our products through our retail network, thus elimination the need for the consumer to return the product to MTH for qualified service. As a result, we are now qualifying Authorized MTH Retailers to perform warranty and non-warrenty repairs in-store. This new service will eliminate both the shipping of the product to MTH in Columbia MD and the wait as MTH services the item. MTH Retailers and their customers alike will benefit from saved money and time. More importantly, by driving the customer back into the Retailer's store for product services this program provides the MTH Authorized Retailer with opportunities for additional sales while fostering customer loyalty.

MTH qualified Authorized MTH Dealers to service MTH products starting in the year 2001. We continue the program this year and dealers wanting to become authorized MTH Service Centers should complete an application to start the process. In the application there is a section listing equipment, facilities, and services currently provided. Each Dealer�s service technician will be contacted and interviewed. In addition, Dealers are required to demonstrate their service capabilities. The qualification process requires the Dealer�s service technician attend a MTH Service training course. Upon satisfactory completion of the training course and signing the MTH Service agreement the Dealer will receive certification and authorization to display and advertise himself as an Authorized MTH Service Center.

MTH is qualifying Dealers to bring our Dealers and Customers closer together. This will be accomplished by providing service to our customers at the point of sale. Many of today�s consumers want to bring the product back to the dealer they bought it from for Service. This eliminates the shipping of the product to MTH in Columbia, MD and the wait as MTH services the item. This saves our customer money and time. Getting the customer back into the Dealer store provides opportunities for additional sales and fosters customer loyalty.

Electronic and Mechanical training specific to our products, smoke units, drive mechanisms for example at MTH.
List of recommended tools and equipment required at each Service Station.
MTH web site access for placing on-line non-warranty service part orders
Exclusive E-mail address for Service support.
Exclusive Technical Phone support during normal business hours 9:00 AM � 5:00 PM EST).
Parts orders, shipped within 48 hours and maximum 3 day transit time (5 days maximum)
An additional 10% discount on parts prices
CD ROM featuring electronic notes of the ASC training.
Set of binders for keeping copies of the Exploded Views, Instruction Manuals, Wiring Diagrams, or Service Notes
Website Technical Support containing Instruction Manuals, Exploded Views, and Wiring Diagrams.
Videos showing step by step how to troubleshoot and service MTH products, for example the smoke unit shall be available for reference.
Authorized use of Authorized MTH Service Center logo.

Authorized MTH Service Centers are authorized to charge the customer for non-warranty work at a rate the dealer determines is appropriate for the service provided. No MTH reimbursement shall be provided.

Items listed above for Non-Warranty Plus the following
Parts orders, shipped within 48 hours (provided order is received by 2:00 PM) by 2^nd Day Air (4 day Maximum)*
Parts supplied free of charge
Listing on MTH Website as Authorized MTH Warranty Service Provider
Point of Service signs and certificate showing Approval
Exclusive on-line parts ordering system for Warranty Service Part Requests
Call back service from MTH Technical Service or Parts whenever needed.
E-mail notification concerning any product service alerts.

MTH will not provide monetary reimbursement for Warranty Service repairs made by the Authorized Dealer.

If a repair becomes too complicated or outside of the Dealer�s ability to perform the service, the Dealer can return the item to MTH for service at any time.

* Applies to parts orders with defined part numbers. Unidentified parts orders may take longer to fulfill.

Fill out the application and capability survey (located at the bottom of the page) and submit it to MTH�s Service Department on-line.
Successfully complete the technical interview.
Select a training session. Tentative scheduled dates are listed below. You will receive email confirmation of your choice of a seminar date no later than 30 days prior to the seminar.
- July 21-22, 2008
- August 18-19, 2008
- September 22-23, 2008
Attend the training session and receive your certificate upon successful completion of the course.

Participants shall complete the part request electronically using MTH's on-line parts ordering system located on the MTH website. If the parts ordering system is temporarily unavailable, you may fax or e-mail the part request. Information on the nature of the problem, cause, and resolution shall accompany the part order along with the customer date of purchase. The MTH part number shall be supplied with the request. Phone call part orders will not be accepted.

If a part number has not been assigned for the product, follow the instructions on the screen. For example; if you are searching for a tender truck side for MTH Item Number (30-1164-1), enter a "-" and describe the part using the pull down menu and additional fields. Don't forget to include the MTH item number for the product. The description of the part should follow this example: (Truck Side, Tender, Lead Truck, Black). Part orders where the part number is not specified may not ship within a 48 hour time period..

Parts shall be supplied on an "as available" basis. If the part is not in stock at MTH, the dealer will see immediately notification that the part is not available using the on-line parts ordering system. MTH will provide an estimate on the delivery time for the "out of stock" part within 5 working days of the dealer part request. The dealer shall make proper arrangements with the customer to hold the item awaiting the replacement part or to return the item to the customer and instruct them to await notification the part has arrived at the dealer.

Warranty Parts in excess of $20 retail shall be tagged and returned to MTH for evaluation at regularly scheduled intervals. All exchange parts shall ship to MTH within one week of the part request.

Dealer performance will be monitored and customer complaints tracked. Dealer Ratings shall be keep and feedback to dealers will be given on a annual basis. Dealers falling below an acceptable rating level shall receive a CAR, Corrective Action Request. The Dealer shall have 30 days to complete the requested action. If the Dealer fails to meet the requirements of the CAR by the deadline, appropriate action will be taken by MTH up to and including cancellation of the MTH Service Authorization.

If the Dealer believes a CAR has been issued inappropriately, they should notify their Sales Representative in writing within 10 days of receipt of the CAR.

The Training Class will be given at MTH Electric Trains corporate headquarters in Columbia, Maryland during the summer dates listed above.

Day 1
8:15 AM - 8:45 AM
Register, verify dealer/technician information, and break down into smaller groups (coffee and donuts provided)

9:00 AM - 10:15 AM
DCRU and Original Proto-Sound
- DCRUm w/horn
- Proto-Sound (original)

10:30 AM - 12:00 noon
Loco-Sound and Proto-Sound 2.0
- Loco-Sound
- Protosound 2.0 (5 volt and 3 volt boards)
-#1 Gauge

1:45 PM - 2:45 PM
Info Search and Online Parts Ordering
- Info Search (Website)
- Online Parts Ordering
- Part Return

3:00 PM - 4:00 PM
Track, Transformers and Accessories
- Track
- Transformers
- Accessories

4:15 PM - 5:30 PM
Shop Basics and Dealer Loader/Programming
- Shop Equipment, ESD, Soldering Basics, Routine Maintenance
- Dealer Loader, DCS Remote/TIU/Engine Programming

*(The content and times of seminar sessions are subject to change without notice. Dealer technicians taking the practicals recommend that attendees bring their own hand tools even though MTH provides hand tools for the testing sessions.)