A little over a month ago, I posted about the New Thomas that I had bought for my Uncle and his Grandkids (A New Thomas is Dead), I passed along the information to my uncle that he needed to contact Lionel at the suggestion of TrainWorld's Return page on their web site. They did as I told them and Lionel told them to take it over to a gentlemen who was an authorized service agent. I don't recall his name but he was about 15 minutes away from where my uncle lived. As they were getting ready to take it over to him so he could look at it, I happened to get a phone call from Ken. He told me he felt bad about what had happened and he wanted to make things right. He told me he had read the post about what had happened to the locomotive and was concerned about it. He said that he had already pulled another brand new set from stock and was holding it for my uncle. He said that he would replace the dead Thomas and controller or he would just send a brand new set to my uncle. I asked him if he would just send a brand new set and I would instruct my uncle to ship the bad set back to TrainWorld. Ken even sent an RMA with are return label and when he received the bad set he sent the new one the same day. My uncle and the grandkids are happy campers now and I'm happy to report that the new set works just fine.
I'm very impressed with Ken and TrainWorld and I want to thank him publicly on this forum for his kindness and concern over the problem that happened with my uncle's new train set. He didn't have to do this and could have let my uncle go thru the hassle of having to go over to the service center and wait for the guy to check it out and then make the decision to either try and fix it or just give him a brand new locomotive as instructed by Lionel Service. I don't know of many large companies that would step up to the plate and do the right thing. THANK YOU VERY MUCH, you made my uncle and his grandson's very happy and they run it every time they come over to visit. I am extremely grateful to you and you can bet, I'll be doing more business with TrainWorld in the future and will be more than happy to recommend them to my friends and other model railroaders.