Anyone home at Lionel?

Maybe the people who assemble their " quality " product now handle the email and phone lines?

I haven't had any luck getting in touch with Lionels service dept either. There are some who say they've had no trouble. I'd like to know the secret as well.

I’ve been told they have had a high turnover rate in the service department of late and are short staffed.  Give them time.

I got some incorrect parts in November from the parts sale. I couldn't get a hold of them within the return window despite numerous attempts. So now I'm out a little money and have an incorrectly bagged and labeled part that I can't use. It isn't right, but I don't know how to effectively resolve it at this point. I shouldn't have to, but I just sucked it up.

What part number did you order, perhaps someone on the forum can help you identify the correct part for you, especially if you provide the engine number that lionel uses.  

If these purchases were made using a credit card, immediately contact the CC issuer and request that the charge be reversed because of wrong item received.  Maybe that will get Lionel's attention.  

FYI, When ordering parts it takes a week before they get to your order.  I had called Lionel and that is what I was told.  So it took 2 weeks for me to get my parts. They are short staffed in their parts department.

Brewman1973 posted:

What part number did you order, perhaps someone on the forum can help you identify the correct part for you, especially if you provide the engine number that lionel uses.  

I ordered two 6308924775. I don’t even care what color they are. See how even the tiny picture looks correct? 

Im rather shocked by the replies so far. Wow!

Sam..to answer your question....NO ONE has been at home at Lionel for some time.....sell the product,then forget about it.....Long live MPC

Some bit of baloney here.

I called Lionel Service on Tuesday, 2/26/19, and was "on wait" for about 2.5 minutes.  The call was answered and the question/issue I had was resolved by a very helpful, informed person.  Immediately.  With quick follow-up.

No special number - just the Lionel service number printed on instruction sheets.

Just replace " George" with Lionel

https://youtu.be/yg-TqEFYcfM

It looks like it's the luck of the draw. I ordered parts a couple of months ago and had no problem at all. I got an email acknowledgement and received what I ordered within the time frame indicated.

I echo the suggestion above. When the CC bill comes, contact whatever CC company it is. They usually let you short-pay the bill and they'll get involved. It will take some time though so hopefully, you're not in a hurry.

Seems a simple mistake on their end. You could just reorder. Then sell what you have now here. And then if parts are again wrong, legimitely start a rant thread.

ME TOO. Just ordered parts and they came no problem; EXCEPT I never received an email confirmation.

The parts just arrived.

Sam Jumper:

Check your email.

Neal Jeter

Would make a nice necklace , Already has the holes in the middle .

Severn posted:

Seems a simple mistake on their end. You could just reorder. Then sell what you have now here. And then if parts are again wrong, legimitely start a rant thread.

Why on earth should he have to try to find a buyer for something he was sent in error?  If someone bought a pair of Men's XL jeans on Amazon and they sent a pair of size Small Women's jeans, should they just accept it and try to sell them?  No........

Lionel should send him the correct parts, and if they want the wrong ones back, they should reimburse him for his shipping cost to return the wrong ones (or send him a prepaid shipping label to send them back).

Try again. Mistakes are made, and they should be able to rectify it.  ☺

I agree they should fix it.  But that's taking a long time. I was trying to come up with options.

rthomps posted:

Some bit of baloney here.

I called Lionel Service on Tuesday, 2/26/19, and was "on wait" for about 2.5 minutes.  The call was answered and the question/issue I had was resolved by a very helpful, informed person.  Immediately.  With quick follow-up.

No special number - just the Lionel service number printed on instruction sheets.

 

Some BIG Baloney here... 

Just email Dean or Dave, they will be on it in a day. If you need their email send me a note.

I called them today and only had to listen the "walkin in Memphis" song a few verses.  Then they answered and put me on hold when they tried to contact Ryan Kunkle.  Came back shortly and was very nice but couldn't help me with my questions because they couldn't get him on the phone.  

Jim 

What I expected:

What I got:

Now, the issue isn't that mistakes happen - it's that I couldn't get a hold of Lionel by Phone of email within the 30 days despite many attempts.

bmoran4 posted:

What I expected:

What I got:

Now, the issue isn't that mistakes happen - it's that I couldn't get a hold of Lionel by Phone of email within the 30 days despite many attempts.

As others have said, file a credit card dispute. In my limited experience it has been simple and effective. It's one of the perks that you pay for, don't be abashed about using it.

Edit to add: Just because you file a credit card dispute with a company, doesn't inherently mean that it is a bad company.

Matt_GNo27 posted:

bmoran4 posted:

What I expected:

What I got:

Now, the issue isn't that mistakes happen - it's that I couldn't get a hold of Lionel by Phone of email within the 30 days despite many attempts.

As others have said, file a credit card dispute. In my limited experience it has been simple and effective. It's one of the perks that you pay for, don't be abashed about using it.

It is probably to far in the past to dispute now, and the issue isn't over the $14.50. The issue is lack of customer service.

Just to add to the fun:

A  week ago Wednesday I placed an online order for two truck side frames for my old Century Club PRR Sharknose.    The order showed up this past Tuesday.   I received the usual email confirmation of everything. 

Ordered 2 heavy Polar Express trucks in December; one showed up perfect; the other was rebuilt/used with just long enough wires and no silver disk around the center mounting pin; called Lionel and returned it and got a credit on my CC card; no worries.

In spite of the best efforts on any endeavor, sometimes the stars do not align, and things go sideways. Hopefully, Lionel will make this right after all the discussion here. Give them another chance!