(A cross post /FYI from myself as posted on TO's)


I took a long ride to New Freedom, PA to catch what was
advertised as the "Grand Opening" of Steam Into History
featuring the newly built 4-4-0 #17. "The York" was built
by Kloke. Despite being the Grand Opening, the engine has
been running since early June and performed great on the
first of 3 runs scheduled this Saturday, June 22nd.

What an amazing operation - one you could easily, well,
at least pause to just stare and marvel while leaving a
camera simply hanging by a neck /shoulder strap. Just
looking at the way the engine was built and designed to
operate brings you way back in time, despite the Toyota
Tercel parked in view. Lot's of simple shapes bent and
formed as needed - you could visualize how these great
machines came to be so long ago.

Unfortunately, some mechanical issues (reverser?) came
up which were not able to be immediately resolved, though
hardy attempts were made.

Wish the staff and crew the best of luck (I think they'll
be good to go), but a pat on the back and hats off to them.
You could tell the love they have for this train and
operation and the difficulty in dealing with the day's
misfortune.

FYI - the steam engine pulls the coaches backward (a
misleading chase as the return trip runs MUCH faster).
When it reaches Hanover Junction, they uncouple the
steam engine ahead of a tiny spur large enough for the
engine to fit. A diesel moves the coaches back a train
length and the steam pulls back onto the main and then
backs up to couple. At New Freedom, there is a passing
siding. What this means is there is no way to sub the
diesel as there is no way to get it on the point - though,
I'm not sure why they were not able to run coach first
with two way radios for "vision".

As posted on FB:

All excursions for Sunday, June 23, have been cancelled.
It was not an easy decision, but repairing #17 will not
be completed by tomorrow, and the Stewartstown #10 is
needed for testing as repairs are under way. For the
safety of our passengers, we want to make certain our
equipment is performing with our full confidence before
resuming our schedule. Again, thank you for your patience,
and we appreciate your support.


/Mitch

Well,

We were there, too. As paying customers, we and obviously crowds of others had quite a different impression as those who were only taking photographs. The incident occured after the morning train when the engineer was not able any more to use the johnson bar decently. The loco produced a sound of metal onto metal when moving in the New freedom station.

The crowds stormed the shop for info or for refund of their tickets. The ladies in the shop, as well as all of the unpaid helpers (who did a great job), did all they could. Yet many customers left unsatisfied.

Meanwhile in Hanover Junction the Author Scott L.Mingus held a lengthy speech to compensate time for a train that did not come. The 4 PM train didn't even appear with diesel.

In the early evening the crew still did not seem to have a real clue what went wrong on the fireman's side of the valve gear.

The discussion on FB ist somewhat "interesting" as a fake (or stolen) ID came up with insulting speech and so the point of the criticism was turned off the RIH towards the person's posting; one FB member was clever enough to see the strategy. Criticism towards SIH was deleted on FB, insulting remarks towards the obvioulsy fake ID are still readable instead.

In this case, I can not agree to the saying that "accidents can happen". The locomotive was brand new and ran perfectly when delivered by Kloke. But the 2 million spent did not incluce a decent housing or repair facilities for the engine. It is actually standing outside day and night as if it were waiting for vandals, and the unpaid staff has to sacrifice their time to guard her.

As well, there was no "plan B" for incidents like this on the official opening day. This, to me at least, seems to be unprofessional mangement on the back of customers AND on the back of unpaid helpers who are now being used as shelter against criticism. You simply don't buy such a locomotive when you don't even have a place to store and repair her. And you don't tell crowds to come big time, when you are unable to make sure the train will run.

Mike

Ooh, and organization trying to do something new and different isn't perfect.

String em up!

Mike - I can appreciate your point of view.

The crowds were there waiting some time without a clue and even last night it appeared tickets were available for Sunday on their site.

My heart went out to all involved as the look on the faces seen on the crew clued us in to just how upset they truly were but that was shared amongst the guests who were otherwise left clueless. Live and learn - I hope you comments are seen, understood and taken into consideration. It WAS odd that no back up plan was available.

I did not realize the engine was not housed... I hope that is corrected ASAP.

The operation has plenty of potential. I suppose that in addition to the engine being brand new, perhaps the group itself must go through some of it's own growing pains.

While I went to photograph, I did plan on riding the Noon train - I'll be back.

/Mitch

It's difficult to maintain inside Stephenson valve gear without a pit. The description of metal against metal.....sounds like either something got loose and went where it shouldn't go, maybe fouling another piece, or perhaps a lubrication failure with repercussions.....all reasons why it is critical to be able to get under her and assure the intergrity of all the connections between parts every operating day.

It's a shame it had to happen so early in the first operating season.

In tourist railroading, the most expensive train is the one that doesn't run.....costs you lost fares, refunds and goodwill. Education is expensive, and I'm sure this will be one unforgettable learning exerience for all concerned. Here's hoping they get things straightened out and come up with a plan B for unforseen problems in the future.

At least they can order factory new parts for their steam locomotive - how many of us can say the same?

dave

This has to be observed as a hard lesson in customer relations, or lack thereof.

It's absolutely true that no matter how well you function, there's no pleasing everybody; there will always be some jerk threatening a lawsuit and Better Business Bureau complaints because of "false advertising" or whatever. I wonder what these folks do if their plane is delayed or a vacation has to be cut short because of a hurricane......

In the past I've mentioned the story of someone who stormed into a Mennonite Information and Tourist Bureau near Lancaster years ago and demanded to file a complaint because some Amishman wouldn't pose for her pictures, but instead hid behind his horse. After much "conversation," it became obvious that this person sincerely believed the whole of Lancaster County was a performance theme park like Colonial Williamsburg or Greenfield Village. There's no helping such a deluded person, but it did instigate a meeting where the entirety of "Amish/Dutchland" marketing and tourist promotion was debated and discussed.

Stuff happens, at any tourist attraction. The Grand Canyon occasionally has rain, fog, or smog. Buses break down. Hurricanes hit resort islands. Excursion trains run into trucks (NRHS Garden State 1988). The national-television "debut" of the re-steamed "John Bull" in 1981 turned into a public embarrassment as the throttle jammed. And sometimes, even a well-oiled machine like the Strasburg RR has a hiccup. I was around in the 1980s at one of the very few times I ever heard of where a steamer came up lame there--#90's rear springs, in this case--and 44-tonner 33 was swiftly started up to handle its last two trains of the day.

It's how well you handle the incident that matters. Gathering people inside and telling them everything you can, and doing the best you can to placate, is the rule of the day. Airline passengers don't go ballistic because the plane is late or still sitting awaiting a gate--they go ballistic because "no one will tell us anything, dammit!" and/or they feel they're being lied to. There are reasons companies and agencies hire or appoint articulate, well-trained spokespersons, and it's not just about "hiding the truth" or putting out a disingenuous spin; it's also about putting out the right message in the right tone of voice, and being able to answer the questions that arise without bumbling or botching the response.

I must agree that if there's no "plan B" and they have volunteers taking the brunt of the public wrath, that ain't right.
That said, they have the 150th anniversary of the battle of Gettysburg coming up real soon and the anniversary events right after that: http://dc.about.com/od/specialevents2/a/Gettysburg-Civil-War-150th-Anniversary-Events.htm
I bet the place will be mobbed by the public and re-enactors from all over the world during the time for that event!

From their Facebook page:



We may have been joking about the loco being "under warranty" before; now it's serious.

I have just checked their official website. All pages. The new website as well. Still no single word is being found about the locomotive being currently unavailable. No time to upgrade the website, yet they seem to find enough time to bash any critics on FB or to ban them. Is it the "likes" in FB that brings them the money?

Mike

..who is not on FB.

Hi Mitch,

I thought you have been on place? ;-) What you saw is "all they have", the loco is standing outside their ticket shop when not running.

@Dave,

Indeed, one man was temporarily lying on the ties when trying to work on the eccentrics. Not too comfortable, taken into account that similar work might be done more frequently. They hired a local contractor for what looked to be an approach to lift the left-hand driving wheel.



Probably they should have someone come from Strasburg?

Mike

Lol - you'd have answered your own question had you used a question mark.

I prefer the "old fashion" Web myself - who'd have thought how popular the WWFB (World Wide Face Book) would've become. Too many eggs in one basket if you ask me, but for now it seems FB is the place to go for the absolute latest in regards to news - at least, for now.

/Mitch

So they have a $2mil loki...... Who do they have amongst the well intentioned experienced in the inspection and repair of a locomotive?

Cheers, Jason

On this youtube video, the photographer happened to be on place when the problem, or better the effect of it, became noticeable:


http://www.youtube.com/watch?v=loFjjfOqX_s

The experts on Allan valve gear may listen from about min 4.05...


Mike

Before we start a list of tourist lines and museums with ineffective websites/content policies, lets remember that marketing is often the most overlooked part the puzzle. The list of attractions which make good use of their dotcom is very short. The list of those who effectively use ther dotcom, email and social tools is even shorter.

That doesn't make the offenders candidates to be put in stocks on the town green... it is merely a reminder that marketing - effective digital marketing - is as essential to everyday operation as cleaning an ash pan or checking for fuel and most outfits don't have someone who "gets it" enough to do it right.

Just like having a shovel doesn't make you a fireman, having a computer doesn't make one an efficient digital marketer.

Wishing the SIH guys the best on the repairs, and a long, prosperous season.

Rob

I just watched that you-tube video that was linked. Something's definitely running dry....