Is It Unreasonable To Expect That Shipping Be Covered For Repair On A Brand New Item?

NO

Why do you guys ask these questions?

18.00 is cheap compaird to what guys on ebay and some other dealers charges any where form 15.00 to 45.00 to shop O gage trains.Heck I got charged 19.99 to have my BLI PRR Q2 HO to me.....you also you to remember insurances charges to they add to the cost..but being defective they should cover the cost..but at times you pay for the shipping there to them and they pay shipping it back to you.. That what BLI did with me on my ho PRR Q2 Dulpex..

dwp425,

Could you of sent the engine back to the dealer and then let them send it back to Lionel for repairs? I believe all shipping charges should of been picked up by your dealer.

Think shipping both ways for warrenty repairs is free for military veterans.

My Lionmaster PRR T1 still has no headlight or smoke because it was delivered that way. Same story...major online retailer....send it back to them or Lionel at my cost. So it was never fixed.....I'll fix the headlight someday.....smoke not a major issue.......but last high dollar Lionel loco I bought. 

Chalk it up to the cost of doing business with a "very large online dealer."  I'll bet you got a good price, eh.  You probably had the option of returning it for exchange, but you would have had to pay the shipping for that also.  Sometimes it's worth your while to buy from a local dealer, especially when problems arise.  If, like me, you don't have one, well... stuff happens.  You got to pay to play.  C'est la vie.

Pete

Yes, it is reasonable to expect the manufacturer of a defective item to pay shipment both ways.  That said, Lionel has stated in the past that they will not pay for the shipping on warranty work (unless you are a veteran).  Seems to me that if we want these models, we have to suck up the shipping costs for any returns. 

What I think really sucks is having to get the same thing repaired twice!

Jim

Lionel pays for shipping if you are a veteran.

Lionel also pays for shipping the second time the same engine needs to be sent in, I know I have done it.

You just have to ask!!!

Two return trips for $18?  Bargain!!!!! 

How much did you save buying at the online dealer?

It's called "dollar cost averaging".

In a perfect world you should not pay anything.  It was broken from the get go. However in reality it has been found that if there is no cost sharing, i.e. no skin in the game, the consumer will drive the seller nuts.

Pay it, that is the way warrantees work.  It was written out for your consumption at the outset.  You accepted that by virtue of your purchase. 

However, if you go to the train store. Demo the engine before you actually execute the sale.  Refuse it and wait for a corect one.   

However you will have spent time and money to get to the store and then additionally the selling price will be much higher.  Way more than any $18.00.

Now, what exactly is the problem?

No---if it's broken out of the box the manufacturer should pay for shipping both ways.

To me it's a contract---I pay the purchase price for a perfectly functioning item as advertised.  If it doesn't function as advertised it should be breach of contract and the manufacturer should cover all costs to make new.

--Greg

When I have made purchases from on line dealers, those most mentioned here, I request that the item is opened by the dealer and tested before being shipped to me.  The dealer has always accommodated me and the items arrives in expected condition.   

Yes, it is a contract. It is called implied warranty and holds unless the terms are spelled out in the purchase documentation. In this case that documentation states that shipping is not covered. In addition the manufacturer, Lionel, has established authorized repair locations accross the country so you do not always need to return the item to the manufacturer. You bought the item on line, return it on line. You paid shipping on line, pay return shipping on line. I buy from my local dealer, I pay for the expense to drive there and view his stock and if I have trouble I pay for the expense to drive back and return it under warranty. What he does with it I do not care as from that point it is his expense. When it is repaired he calls me and I again pay for the expense to retrive it. This is how warranties work, it is in the fine print. Read it!

Al

You guys in the USA are very lucky.  If my little Rugged Rails Steamer has to go back to MTH, the cost for shipping it will be around $ 42.00 (one way)

If it is new the manufacture should cover shipping if it is a defect on there part. I ordered from a Large NY dealer and the wrong cars were in the box and I had to pay to ship them back to them. Unfair since it either happened in the store or

mispackaged at the factory.

I wouldn't be happy with that treatment. I just buy old trains that I can repair myself.

Lionel's policy on shipping is clearly stated and well known. It's my impression that many companies share that policy.

That written, IMHO I have no choice when it comes to many of the items I purchase. But trains are optional. Like Ace, I only buy trains I can service myself, and generally have good parts availability.

FWIW, there is a well regarded transformer manufacturer that charged me a $50 flat fee for repair of a transformer that was just over a year old, plus shipping both ways. FedEx on a transformer runs around $30. It wiped out my "great price" from the online store. I chalked it up to a live and learn experience.

An $18 shipping charge is cheap as long as it is fixed right the first time. I would talk to the manufacturer before shipping if there's a second out-of-the-box failure.

Gilly

I don't think it is unreasonable to expect free shipping, but on the other hand Lionel makes it pretty clear what there policy is.  In my case I know it going into a sale.  I've paid shipping both times I have had a loco repaired.

I think Lionel's policy is fine, everyone knows or should know it who buys from them.  The cost of free shipping would no doubt raise the price of their products across the board. If you want free shipping  buy Vision Line products or join the Army. Fred

I guess I rather have the increased cost go to better quality so it doesn't need to be shipped.  It is one benefit of a LHS with authorized tech.

Now remember Lionel changed their service policy, and there are far less Authorized Legacy techs out there for warranty work because the training hasn't been done in over 2 years.  So it is a double edge sword.  G

Don't you have to pay shipping to all the toy train company's? In most cases I believe you do. Most things you buy have that kind of warranty. Try finding a box to ship a flat screen TV back for repair. That's not a joke, if there is no local warranty repairman that is what your told to do at your expense. AND if it arrived damaged they won't fix it.  Things could be a lot worse than $18.00. I buy local, I return local....Jim

I believe, but don't quote me on this, Lionel will pay the shipping both ways for a boomerang repair that has to come back the second time.

No company pays for shipping both ways for a repair, just pay the shipping and go on with your life. My computer went down 3 months after I bought it, the local computer store said it had to shipped back to the mfg. at my expense as stated on the receipt, they were right. 

True, John.

Earlier this year, I encountered a problem right out of the box with an F3AA dummy unit's paint job.  The lettering was tilted downward, and it was the last one in the LHS's inventory.  So off to Ohio it went.  Came back within a few days, but the replaced shell was for the power unit instead of the dummy.    So the road number was a duplicate instead of sequential.  

Lionel picked up the cost for shipping the unit back to Ohio the second time (as well as return postage both times).

David

No it's not unreasonable at all....they should pay for it on an item under warranty.

$18 is a super deal though, it would cost me about $150-200 for round trip shipping twice. I wouldn't even hassle the $18.

Welcome to the world of Corporate America. Businesses these days all have that attitude, if you don't like it, then don't come here or buy from us again. Supply and demand dictates that someone else will, so it don't really matter if they lose your business, because there is someone right behind you that will spend the money.

Customer service is great if it don't cost the company money, but if it does....you're SOL! Look at the cell phone companies....free upgrades? nope.... free activation? nope .... unlimited data? nope

Not to start a whole new conversation, but all big business has moved to this style or will be soon. We all have to get used to it, because it's only going to get worse. 

"Does the fact that I bought it through an online dealer instead of a bricks & mortar shop have any relevance?"

Sure seems like it does to me. 

If you bought it at a local dealer, you could return it to the dealer who should the take care of the shipping.  This is one of the reasons that the lowest price is often not the best deal.

This comes up alot.  I have mixed feelings.  On one hand, I don't feel like I should have to pay to ship an item that is defective.  On the other hand, I realize that some dealers only make a small amount on some items.  For example, a dealer I know showed me how he only makes about $40 if he buys his engines one at a time.  If he had to eat shipping costs, he would just stop selling engines because he wouldn't make any money.

I'm not judging anyone and don't want to reignite any flame wars.  The reality is that hobby shops have to make money to stay in business.

The first time maybe, a girl at lionel once told me if it were a known repair on a certain model they would cover shipping. but the second time NO. Also as stated above,  veterans get free shipping on return warranty work. Vision line is also qualified for free return shipping during 2 year warranty period.

While the internet has turned shopping into a commodity experience, everybody doesn't have "the lowest price". Being I have no nearby LHS, I also buy online. Prices are as far and wide apart online as they are at B&M.s

That said, if you bought it at a LHS would you hesitate to return it for repair or replacement or refund? I wouldn't - and same applies to the online shops.

I suggest reviewing their return policy before buying. If they don't post it, I don't buy.

You'll pay $800 for a broken loco but you won't pay $25 to get it fixed?

Buying locally means list price plus nearly 10% sales tax. I take my chances with the online dealer,if I had to send it back to Ohio 4 times I'd still be money ahead.