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Ladies & Gentlemen, 

   Recently my favorite Legacy Shay Engine had to go back to Lionel because the Helical Gear/ Worm Shaft failed.  Megan at Lionel worked with me to return and repair my Legacy Shay, this was no small feat because I was 400 miles away from where the Shay Engine was kept, so I had to wait till I returned from working in the Pa mountains to ship the Legacy Shay, to the Lionel Service Dept in NC.  I included the note Meghan advised me to write explaining the problems, with the Legacy Shay.   Ed M repaired and replaced the required failed parts and his technicians comments in his actions taken section, were exacting and very informative.   The incredible thing about his technical repair work is that the turn around time was less than 2 weeks.   When the Shay Engine was delivered by UPS today, I was actually shocked.   I never expected the turn around time to be any where near this quick.  The Legacy Shay Engine runs better/smoother right now than when I 1st purchased it, from Pats in WVa.  I do believe the Shaft & Helical Gear in this particular engine were defective from the very beginning, because the Shay never ran this smooth, even band spanking new.  Meghan you are the best and Ed M, thanks much for your professionalism.  This is why I keep purchasing Lionel Products, the American people Lionel employees are incredible & professional at their jobs.

Thanks again

PCRR/Dave

The Legacy Meadow River Lumber Company Shay, is back on the tracks running perfectly!

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Last edited by Pine Creek Railroad
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I called Lionel Service just a couple of days ago for a VL Genset Switcher and they told me to call back sometime in March.  Granted this engine is not under warranty, but I did not have the same positive experience you guys did.  This same scenario has happened to me twice in the last year or so.  Hopefully my call back next month will be more like yours.

They definitely deserve Kudos as the have been absolutely great.  I too had a Legacy locomotive arrive that wasn't fit for duty.  The got me an RMA and had it back to me a week after they received it.  They have a great customer service department over there at Lionel as well as technicians that are knowledgeable and very helpful.

OaklandOGauge posted:

I called Lionel Service just a couple of days ago for a VL Genset Switcher and they told me to call back sometime in March.  Granted this engine is not under warranty, but I did not have the same positive experience you guys did.  This same scenario has happened to me twice in the last year or so.  Hopefully my call back next month will be more like yours.

Same here.

You know what.  My Lionel ESE Hudson is the first engine I've purchased from any of the importers that has not had any defects/bugs right out of the box.  Now I'm talking engines from Lionel, MTH, AtlasO, 3rdrail, Weaver.  Everyone until now has had some issue I've had to fix or send back for repair/exchange.

I'll tell the best service dept is the one you never have to use.  Hope this is a trend with Lionel products but it's nice to know their service dept has top notch people working there, just in case I need them.

Last edited by superwarp1

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