More info needed

Hi Prof

Where did you purchase the decoder from? If you got them from Germany I can’t offer any suggestions.

on the other hand if you got them from USA.......

A couple of years ago, I had 2x defective ( of many good ones) LokSound decoders that I purchased from the States and had shipped to NZ.

I got in touch via email with Matt Herman.  Between us we got one going and he sent me a replacement for the other. No need for warranty returns.

I would normally suggest getting in touch with Matt but he has been incommunicado for some months. Joef hinted at some personal issues but didn’t elaborate.

ESU provides information for

ESU provides information for returns on their website: http://www.esu.eu/en/support/warranty-repair/reparaturen/ruecksendungen/

Excerpt: Important note for RETAILERS from all countries outside the European Union (EU) who return faulty articles back to ESU GERMANY:

Please always add a commercial invoice to the product. This invoice is for customs purposes only and may not exceed € 30.00 (!), what in fact applies to the real value of a faulty item. If you only send the original invoice a so-called import turnover tax becomes due and the whole customs handling would be a lot more complicated. ESU doesn´t accept to pay this tax, therefore the parcel will be returned to you unopened.

It might be possible that Loksound Select decoders need to be send to ESU USA as they are only sold in North America IIRC. The adress is on the linked website.

I'm not sure as the excerpt is for retailers.

I have looked into German Customs regulations for returns. There are three ways:
Clearance for free circulation as returned goods
Clearance for free circulation
Clearance for active repair

The first one is only for goods originating from the EU. The last one is under customs supervision and contains a re-export deadline.For active repair the processing effort in the company is highest.

Apperently ESU chose Clearance for free circulation

Why you had to fight for the return I don't know. After a rejection the goods are usually returned immediately. DHL and German customs were not well prepared for the online boom and they aren't jet.
Regards, Volker
 

USA --> Aust

Dear Peter,

Thanks for the feedback. These were indeed USA purchased --> Aust decoders.

Must admit I didn't think about approaching Matt H directly,
partially because I figured "...what right as a non-US-based random individual do I have to reach directly to Matt?",
and esp as, as I read it, ESU accepted User-shipped returns for verified under-warranty repairs...

Well, guess I'll live, learn,
and recognize that one "mission-critical function" is not enough of a draw to overcome a non-existant warranty support...

Happy Modelling,
Aim to Improve,
Prof Klyzlr

So, for End-Users?

Dear Volker,

This is incorrect. Select decoders are sold and available via storefront Hobbyshops here in Australia.
http://mrrc.com.au/command-control/esu/decoder/loksound-select/loksound-select.html?___SID=U

https://www.allaboardexclusive.com.au/esu-73400-loksound-select-generic-8-pin-wire.html

https://eurohobbytrains.com.au/product/esu-loksound-select-with-8-pin-nmra-connector-item-73400/

That I chose to purchase Select Micros from a US retailer as the installations in-question required the Micro,
and the Micros were simply not available within the time constraints, is a seperate issue.

Did I mis-step by mis-reading the same ESU Website text you quote, thinking that an End-User who is:
- outside the US (within the US = send to Loksound US for repair, that's clear enough)
- outside the EU (IE no other "outside the EU" service centres to refer to)

was left with no recourse but to return the defective decoder direct to ESU?

EDIT: From the same link provided above

Please NB that I completely understood before deciding to return the faulty decoder,
and would have happily paid the "additional costs for shipping and handling" as noted by ESU, 
which I assume would include any spontaneous "DE Customs Import/Duty charges",
had ESU actually accepted the parcel and advised the ammount payable.
(as per the website link, I had provided all necessary invoicing/proof-of-purchase, contact details, and cover letters with the package... IE I had provided everything that was requested...)

Whatever the case, the current layout project is already committed to using these decoders,
so I'll knuckle down and "get it done"... 

...but if either SoundTraxx or TCS add Asymetrical Braking to their offerings,
then I'm not convinced at this time that there's any more Lok decoders in my future...

Happy Modelling,
Aiming to learn my lessons, and refusing to throw good-money-after-bad,
Prof Klyzlr

Ok I stand corrected

Ok I stand corrected regarding the distribution.

The Loksound Select is a product of ESU LLC, USA. The Loksound Select Diesel & Steam User's manual I found says under 10. Warranty: ESU offers the possibility to return the decoder directly to the company’s service dept.
ESU LLC
477 Knopp Drive
Muncy PA 17756
USA

Additionally the ESU contact page gives the above adress for technical support for the USA, Canada and Australia: http://www.esu.eu/en/contact/

I suggest you try it at the ESU LLC address again.

You asked for an explanation for the rejection, not accepted customs declaration or ESU Germany not responsible for Loksound Select support.
Regards, Volker

I’ve used the PA service center before

I would give the PA address a try before you give up completely. This past summer I had a Lokpilot v4 decoder that was DOA. Ordered it from a major US online retailer. Opened the box, a loose surface mount component fell out. Put the decoder on my tester and got no response. Put it back in the box, taped in the loose piece. Then I wrote a letter explaining the problem and provided my contact information and a copy of my order invoice. Mailed it to the Pennsylvania service center address listed above. Within a week I received an email saying my return had been received and was being processed, and within 2 weeks I received a package back from them with my original decoder that had been repaired and a second brand new decoder. Both decoders have been installed and working ever since. I only paid for shipping to them, they paid return shipping. Overall I thought it was some of the better customer service I have received recently. 

Good luck,

Jamie