Support & Parts Show Me the Numbers
Wattman USA Support

Built to Run for Decades. Supported to Match.

Free support under warranty, free parts quotes, and one flat fee for technical support after that. A North American service team that responds within 1 business day.

Response
Within 1 Business Day

Support Fee
Clear, Upfront Rates

Lifecycle Stages
Four, Based on Production Year

Service Team
North American Based

Support That Lasts as Long as the Train

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. To keep support available for every train, old or new, we work with clear rules. This page explains what is free, when a fee applies, and what we can and cannot do for older trains.

Where Your Train Stands

Every Wattman train carries a serial number on the black serial plate on both sides of the locomotive. That number tells us the production year and places your train in one of four lifecycle stages. Because the stages are based on age, your train moves to the next stage as it gets older. We update the table every January. Not sure which year your train was built? Send us the serial number and we will tell you.
StageProduction YearWhat Wattman USA Provides
Active2021 and newerFree technical support during the 24-month factory warranty or the 48-month Assured Value Program, flat support fee after that. All parts available. Trade-in considered toward a new Wattman train.
Mature2016 to 2020Technical support at the flat support fee. Parts available. Trade-in considered toward a new Wattman train.
Classic2011 to 2015Technical support at the flat support fee. We do our best but cannot guarantee a solution. Parts while still available. Trade-in considered toward a new Wattman train.
Heritage2010 and olderTechnical support at the flat support fee. We do our best but cannot guarantee a solution. Parts rarely available. Trade-in considered toward a new Wattman train.

One Fee. Clear Rules. Every Age of Train.

No hourly billing, no open-ended tickets. What is free, when a fee applies, and how parts and pre-owned trains are handled.

When a Support Fee Applies

No fee

  • Support for trains still under factory warranty.
  • Requesting a quote for spare parts and ordering parts.

Flat fee of 375 USD per request

  • Technical support to diagnose and resolve a problem on a train outside warranty.

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, and is paid before we start. 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. A booked support call can be rescheduled free of charge, and cancelling at least 24 hours before the call gives a full refund.

Pre-Owned Trains

We are happy to help you keep a pre-owned Wattman train running. The factory warranty and the Assured Value Program stay with the original buyer and do not transfer, so the support fee applies from your first request. The same flat support fee applies, whatever the age of the train. We do our best, but we cannot guarantee a solution: some parts for older trains are no longer made, and we have no record of how the train was maintained before you owned it. Ordering parts is free, as it is for every owner.
Support fee applies from the first request

Parts

Ordering parts never costs extra. No order fees, no handling fees: you pay for the parts and shipping, nothing else. Parts for Active and Mature trains are in stock or on order. For Classic and Heritage trains, we supply parts while they remain available. We only supply genuine parts and do not source from third parties. If a repair is no longer economical, we are glad to discuss a replacement.
Free quotes. No ordering fees.

From Request to Resolution in Four Steps

1
Submit
Send your serial number, a photo of the serial plate, and a description of the issue through the form on this page.
2
Confirm
We confirm the stage of your train. If a support fee applies, we send a payment link. Under warranty or for a parts order there is nothing to pay.
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.

How Would You Like to Get Help?

Send us the details in writing, or talk to our North American service team. Pick the option that fits your situation.

Written request

Send a Support Request

  • Order parts or get a free parts quote
  • Upload photos and video of the issue
  • Response within 1 business day
Go to the Form

Technical support outside warranty is 375 USD, paid before we start.

Free

Warranty Support Call

  • For trains under factory warranty or the Assured Value Program
  • We check your train number before the call
  • Not under warranty? The call is cancelled and you book a paid call, which delays your help
Book a Free Warranty Call

Not sure about your warranty? Book the paid call or use the form.

375 USD · No time limit

Technical Support Call

  • For trains outside warranty and all pre-owned trains
  • One issue, no time limit, follow-up calls included
  • Paid when you book; full refund if you cancel 24 hours ahead
Book a Technical Support Call

Video call or phone, 60 minutes reserved.

Submit a Support Request

Fill out the form with your train model, serial number, a photo of the serial 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.
  • Free for trains under warranty and for parts orders
  • Parts in stock for Active and Mature trains
  • Response within 1 business day

Parts requests and written support requests go through this form, so every case is logged and followed up by our service team.

Frequently Asked Questions About Support

Do I pay to order spare parts?

No. Requesting a quote and ordering parts is free. You only pay for the parts and shipping. The support fee applies only when our technician helps you diagnose or fix a problem on a train outside warranty.

Can I talk to a specialist directly?

Yes. If your train is under factory warranty or the Wattman Assured Value Program, book a free Warranty Support Call. Otherwise, book a Technical Support Call (375 USD), which covers one issue with no time limit. You can book both on this page. The support request form remains the way to order parts and to send photos and details in writing.

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 serial plate?

The serial 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 serial 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. The support fee applies from your first request, because the factory warranty and the Assured Value Program are registered to the original buyer and do not transfer. We do our best, but we cannot guarantee a solution, since we have no service history of the train. Ordering parts is free.

What if the serial plate is missing or the serial number was removed?

Without the serial 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 flat support fee, the rules for pre-owned trains apply, and we do our best but cannot guarantee a solution.

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. No confirmation email after 15 minutes? Check your spam folder. If it is not there, please submit the form again.
Built to run for decades. Supported to match.