A Wattman train is built to run for decades. Many of the trains we delivered ten and fifteen years ago are still in daily service. That says something about the product, and about the operators who take care of it. Support that lasts as long as the train needs a fair structure. This page explains exactly what Wattman USA provides, at what cost, and where the limits are.
Where Your Train Stands
Every Wattman train carries a serial number on the type plate of the locomotive. That number tells us the production year and places your train in one of four lifecycle stages. Stage boundaries move up each January. Not sure which year your train was built? Send us the serial number and we will tell you.
Stage
Production Year
What Wattman USA Provides
Active
2021 and newer
Factory warranty for the first 24 months, Wattman Assured Value Program and Extended Warranty options, full technical support, all parts available, trade-in credit
Mature
2016 to 2020
Technical support at the flat support fee, parts available, trade-in credit
Classic
2011 to 2015
Technical support at the flat support fee on a best-effort basis, parts subject to availability, trade-in at residual value
Heritage
2010 and older
Technical support at the Heritage support fee on a best-effort basis, parts possibly available, trade-in toward a new Wattman train
One Fee. Clear Rules. Every Age of Train.
No hourly billing, no open-ended tickets. Here is exactly how support works outside the factory warranty and the Wattman Assured Value Program.
One Flat Support Fee
Technical support is available for a flat fee of 375 USD per support request, paid before we start. One request covers one issue until it is resolved, a part is identified, or we conclude it cannot be resolved. The fee covers our technician’s time by phone, email, video, and remote guidance. Parts, shipping, and on-site visits are quoted separately. The fee is not refunded if no solution is possible. A new issue is a new request.
Heritage trains (2010 and older): 575 USD per request
Pre-Owned Trains
We are happy to help you keep a pre-owned Wattman train running. Because the train was not purchased from Wattman USA, every support request is charged at the flat support fee, and the lifecycle table applies based on the serial number. We will do our best, but we cannot guarantee a solution. Some parts for older trains are no longer available, and we have no record of how the train was maintained before you owned it.
Same lifecycle table, always at the flat fee
Parts
Parts for Active and Mature trains are in stock or on order. Parts for Classic and Heritage trains are supplied when available. We do not search third-party sources on your behalf. If we find that repair is not economical, we are glad to discuss a replacement.
Parts are shipped after payment
From Request to Resolution in Four Steps
1
Submit
Send your serial number, a photo of the type plate, and a description of the issue through the form on this page.
2
Confirm
We confirm the lifecycle stage of your train and, where applicable, send a payment link for the support fee.
3
Resolve
Our technician takes it from there, by phone, email, video, or remote guidance.
4
Outcome
Resolved, part identified, or not resolvable. Every request ends with a clear answer.
One request. One issue. One clear outcome.
Submit a Support Request
Fill out the form with your train model, serial number, a photo of the type plate on the locomotive (and of the wagon if the issue concerns a wagon), and a description of the issue. Our North American service team will respond within 1 business day.
Available for Mini Express and Maxi Express operators
Parts in stock for Active and Mature trains
Response within 1 business day
For urgent issues during operating hours, call our Florida office directly.
Frequently Asked Questions About Support
My train is under factory warranty or enrolled in the Assured Value Program. What applies?
Technical support is included. Submit your request through the form as usual and there is no support fee. The factory warranty covers the first 24 months after delivery; the Wattman Assured Value Program extends coverage to 48 months.
Is the support fee refunded if there is no solution?
No. The fee covers our technician’s time for diagnosis and advice, not a guaranteed outcome. For Classic and Heritage trains we tell you upfront whether we expect a solution to be possible.
What counts as one support request?
One request is one issue, from first contact until it is resolved, a part is identified, or we conclude it cannot be resolved. A different issue, or the same issue reported again after it was closed, is a new request.
Why do you need a photo of the type plate?
The type plate on the locomotive confirms the model and serial number, which determine the lifecycle stage and the parts that fit. If the issue concerns a wagon, we also need the type plate of that wagon, since wagons are often from a different production year than the locomotive.
My train was bought pre-owned. What applies?
The same lifecycle table applies, based on the serial number. Every request is charged at the flat support fee, on a best-effort basis, because we have no service history of the train. The factory warranty and the Assured Value Program are registered to the original purchasing operator and do not transfer.
What if the type plate is missing or the serial number was removed?
Without the type plate we cannot confirm the model or production year. In that case the train is treated as a Heritage train: support is available at the Heritage support fee, on a best-effort basis, with pre-owned rules applied.
Your Request Is Logged Automatically
Once submitted, your request is added to our ticketing system and tracked until resolved. You receive a confirmation email with your ticket number and next steps. Did not receive the confirmation email? Check your spam folder within 15 minutes or contact us directly.
