Has anyone else had LENZ fail to live up to promised upgrades on their Lenz 100 systems? I have been waiting for 25 months for an upgrade which was promised in early 1999 and for which I was charged at the time of purchase. Can you believe that they are not offering to SELL the upgrades before they honor their commitment to owners of existing systems? If I didn't have so much money invested in this, I would send it back to them and buy a new ATLAS system. Or anything else. Has ANYONE received this new upgrade???????

-- Bruce Travis (bptravis@centurytel.net), November 20, 2000

Answers

Bruce,

I don't have any Lenz equipment yet, but I can think of several other DCC manufacturers, two locomotive manufacturers, and a little software company called Microsoft that announces products and either doesn't come out with them or they are several years late.

No, this doesn't make it right, but your experience isn't completely unique. The only way I have found to deal with it is to not hold my breath.

Now if you paid money in advance, you definitely should expect a refund if you want it.

-- Allan Gartner (WiringForDCC@augustmail.com), December 06, 2000.

I have been using a Lenz system for almost 2 years and the club that I run with has had it installed for about 3 years. We have had no problems in getting Lenz to respond to our requests for help or for a replacement of systems that have had problems. My own system went out and was replaced within 2 weeks of my notifying them of the problem. Our club has the luxury of a Hobby Shop employee or two and we are in constant contact with Debbie at Lenz in Massachusets. She has been very helpful and has responded to all of our questions and requests. One thing you may have to do is call her more than once to keep her on your problem. She seems to get very busy and may sometimes be distracted from your particular problem. She is just overloaded with service requests. Keep in contact and she will deliver on all the promises. At least that is our experience.

-- Frank Labor (flabor@ix.netcom.com), October 09, 2002.

Bruce, I'm just getting started with my 12'x9' N-scale and bought a Lenz 100 system. I am a novice and rely on everyone else's suggestions. Although I am still building my layout I needed to get ahold of Debbie 2 or 3 times for different (however goofy) reasons and she has always responded in a very proffessional manner in a reasonable amount of time. I sure wish I lived on the same block with her and Allen G. Have fun, Patrick Collins in South Texas.

-- Patrick Collins (pmc@awesomenet.net), January 09, 2005.