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Following up on my old post that was closed.

https://ogrforum.com/t...4ac?postsPerPage=100

I wanted to thank everyone for providing me with different ideas on how to repair my damage engine. As you know not only were pieces broken off but I had some pieces missing. I e-mail Lionel requesting that they send me the missing pieces so I could repair the engine myself. Lionel e-mailed me back yesterday requesting that I send in my engine for repair, along with the e-mail, they provided me with a shipping label. So off went my ES44AC this morning. 

I have to say I am very impressed with Lionel's customer service. Granted it shouldn't have been damaged upon arrival, Lionel does a great job trying to make it right for the customer. As soon as I receive my engine I will inform others how the repair went. Based on the response from the last post a lot of people experienced the same problem as I did.

 

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Lionel does do a great job on the customer service side of the fence. Yes, it would be great to not have the issues in the first place but I'm sure that breakdowns of communication and protocol are quite common when dealing with a mfg. on the other side of the globe.

This also makes a statement about dealers and their level of service in the current age:

They don't have replacement parts on hand to replace those that are missing (Lionel might not even have them yet either when it comes to very new items)

With a desirable loco, they probably don't have any extras with which to do a complete swap. This might not be the case with a local dealer who charges full or nearly full retail as they may have a few extras sitting around.

The whole "service after the sale" aspect is nearly extinct. It really comes down to "who gives me the lowest purchase price."

graz posted:

Lionel does do a great job on the customer service side of the fence. Yes, it would be great to not have the issues in the first place but I'm sure that breakdowns of communication and protocol are quite common when dealing with a mfg. on the other side of the globe.

This also makes a statement about dealers and their level of service in the current age:

They don't have replacement parts on hand to replace those that are missing (Lionel might not even have them yet either when it comes to very new items)

With a desirable loco, they probably don't have any extras with which to do a complete swap. This might not be the case with a local dealer who charges full or nearly full retail as they may have a few extras sitting around.

The whole "service after the sale" aspect is nearly extinct. It really comes down to "who gives me the lowest purchase price."

I continue to get email about this situation.....

  • As stated above, if a dealer has additional inventory, they can swap it. I swapped a bad Lionel Nickle Plate Mikado today because I had another one. I will get the bad one fixed. I don't have spare BNSF ES44's. I tried to buy another one for Jason, but neither of the distributors I buy from had an extra. These were BTO and sold through. Jason got my last one. 
  • We have no parts, nor can we get them on the customers behalf. We had this issue with the bearings on the Berkshire. In calls to Lionel to get additional bearings for customers, I was told to have the customer call them. Lionel sees the end customer as "their customer" quoting them. They want to handle it so that they can get the product feedback directly without relying on the dealers.
  • I am not going to respond as to my specific conversations with Lionel regarding this situation. They read the forum; were aware of this; and are taking care of it.

As many of you know, I am a hobbyist first and a dealer second. It's just as frustrating for me to receive a highly detailed product that has issues.

Unfortunately, I don't have the power to resolve an issue on the customers behalf beyond a swap or a return. None of us do.

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OGR Publishing, Inc., 1310 Eastside Centre Ct, Ste 6, Mountain Home, AR 72653
800-980-OGRR (6477)
www.ogaugerr.com

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