Getting In Touch With Atlas

If you are online, you may get in touch with the various departments of Atlas Model Railroad Company:

PLEASE DO NOT EMAIL THE SAME QUESTION TO MORE THAN ONE ADDRESS BECAUSE IT WILL RESULT IN DOUBLE WORK FOR REPRESENTATIVES, THEREBY DELAYING THE RESPONSE TO ALL EMAILS.

When sending emails to Atlas it may be helpful to keep several factors in mind. We have in excess of 100,000 emails sent our way in a typical week - and only about one percent of them are legitimate. To combat this incredible level of activity, we employ several types of software. If you have sent us an email and have not received a reply within a few days, perhaps your email was intercepted by one of our email protection products. Please read on to find out more.

Please read the following FAQ before you send an email. Following these tips will help your letter get to the right person.

Subject Lines
It helps immensely to always include a Subject line and make it short and specific. Keep in mind that no subject at all (blank) is the hardest email to double check manually - and manually is the only way that an email flagged as spam (rightly or wrongly) can be released to the recipient. Review of "no subject" emails trapped by our system can often be a week or more behind as it takes time to review each and every one. During barrages of "no subject" emails as part of a spam attack, they will often be deleted unread.

Profanity
We filter all email for profanity. If you swear in an email it will be stopped. Most are released unaltered but delivery is delayed until the profanity folder can be reviewed. This is a business and we expect that communications will adhere to the standards of basic decency.

Etiquette
Please remember to turn your Caps Lock off when typing an email. It is difficult to read an email sent in all caps and is considered to be shouting and rude.

Viruses
We use anti-virus software from a worldwide leader in anti-virus technology. If your email contains a virus it will not be read by the recipient. We take no chances with infecting our network. Infected email "caught" by the software is simply deleted.

Spam
We employ aggressive spam filtering software. Any email that gets trapped by our spam filter is subject to review by an employee other than the intended recipient. This is necessary to identify that the email as okay to release to the addressee. You may have nothing more than the misfortune of be with an Internet Service Provider that has been identified as a typical source of spam for your email to be stopped by our filter.

"Typos"
Our inbound protection includes software that will only allow email to a valid user through. If you mistype an email address, including recipient name, that email will never be seen by anyone. It is simply vanquished to the Ethernet without any notification or response. Harsh as this seems, the volume of bogus email we receive forces us to maintain this policy due to the server load required to respond to all such emails.

Your Next Step
If you have sent an email to us but not received a reply within a week, first check to be sure it was sent to a valid email address at atlasrr.com or atlaso.com. If you are confident it was, please send a very short email with the subject "Lost email?" asking if your email was received. Please include the date and topic of the email. Rare as it happens, it is possible for a legitimate email with a valid subject to be caught in the spam filter and accidentally deleted before it is released for delivery. We are only human and the volume does necessitate haste to stay ahead of the flow.

Disclaimer
Atlas' email system is for the exclusive use of our employees for business purposes. We discourage you from sending email of a personal nature to employees at their Atlas email address.

Atlas receives hundreds of email requests per week. In an effort to not overwhelm our customer service department, please be patient in receiving an answer. Depending on volume, answers will be sent to you in due time. Suggestions for making a particular product or road name while appreciated and read, will not be responded to. Thanks for your understanding. Click on the department name to send an email.

You can also contact at the following address:

Atlas Model Railroad Company
378 Florence Avenue
Hillside, NJ 07205
Phone: 908-687-0880

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