WOW!!! New thing on: Just Love Lionel Customer Service

Ordered two parts this week from Lionel......first time dealing with Lionel service in 10 years......I hope my experience is as good.

Well good luck with that, policy is policy. Call Mike Reagan he is a super guy and will help you out. 

I  just got done replacing the rears on my Y6B, believe me there is a much better way of putting these on than dropping the valve gear and chasing springs and bushings everywhere! I removed the drive rods on each side, one at time and was done with the tires in 30 minutes... a record time for me!

Synchronized stacks

After receiving my Big Boy from Lionel three days ago, and running it for a while, I decided that I wanted to have both smoke stacks puff at the same time, so I followed the procedure provided in the manual. Unfortunately, it did not work.

I called Lionel, and after three conversations (three separate calls, including from them), all within a few minutes, they found that although the steps provided in the manual are correct, they have to be done with the remote in Cab-1 mode, but the manual omitted this fact. Sure enough, I switched the remote to Cab-1, did the steps per the manual, and voila, the stacks are synchronized. Lionel CSR's and techs stuck with me until the problem was resolved.

Missing Bell 

Then I started to take pictures of the MTH Premier Big Boy side by side with the new Lionel Big Boy, and believe it or not, just noticed that the Lionel Big Boy was missing the bell! How did I miss that? To make matters worse, a reporter from Rural Missouri had just been here the day before and took hundreds of pictures, many of which included my new Big Boy going around the layout. (I have alerted him of this.)

As soon as I realized that there was no bell, and after looking in the box, I called Lionel. This was pretty late yesterday. A few minutes later I received an email acknowledging that 'my order' had been received. A few minutes ago (today) I received another email letting me know that the BELL W/CRADLE had been shipped! That was fast, and I have no complaints.

Alex

Here is what happened on my "lunch break".  Forgive, copied and pasted.  Too long to retype.  Need to upgrade this old laptop.  No spell check.  Been loaned to a poor kid so he could do his homework.  I only use it twice a year for Bass Pro Shop demo. 

Just came back from Lionel Factory Store.  Nice young lady there and some young guy came in later.  Both could not believe that lady on phone would not give me a March RA and let me drop it off as I was going to be in town.  Young lady said they had meeting yesterday AM [I guess before I called] and were told service and warranty backed up bad.  So, Service Manager stopped all RA's for Feb.

Factory store is too small.  Lady said experiment.  Seemed to be working though.  They can get items from main Lionel warehouse in the back.  I was wanting N&W hoppers.  She checked and all were already shipped to distributors.  Most of their stock in the store is Polar Express and Thomas.  Some other Legacy items.  Track and etc.  Secret is they can pull from the warehouse if still in stock.

Let me help you with that (fixed the formatting for you):

Just came back from Lionel Factory Store.  Nice young lady there and some young guy came in later.  Both could not believe that lady on phone would not give me a March RA and let me drop it off as I was going to be in town.  Young lady said they had meeting yesterday AM [I guess before I called] and were told service and warranty backed up bad.  So, Service Manager stopped all RA's for Feb.

Factory store is too small.  Lady said experiment.  Seemed to be working though.  They can get items from main Lionel warehouse in the back.  I was wanting N&W hoppers.  She checked and all were already shipped to distributors.  Most of their stock in the store is Polar Express and Thomas.  Some other Legacy items.  Track and etc.  Secret is they can pull from the warehouse if still in stock.

I  always recommend EMAILING Lionel. I've had 100% satisfaction,its been my impression that the techs read the emails.

Cut out the middle man  lady.

The customer service ladies are just there to answer the phone.

IMO their "plate" fills up pretty fast when they are expected to know specific product,repair,and service schedule information.

I'll also play devils advocate here. Given the number of rants on this forum, I suspect they have had their fair share of calls from less than pleasant customers.

John, I guess you know my friend Doug Wallace.  Been to your museum layout several times.  Usually when I fly out to CA.

I have never had a problem with promptness or courtesy.

Have only had two or three dealings with Lionel customer service, all were very good. I can also say the same for MTH and Atlas, all with about the same number of contacts for each.

Well, came home from Bass Pro Shops in Concord, NC.  Had a call on the machine from the "nice young lady" I talked to at the Lionel Factory Store.  She me wants to call her a 800 number to discuss our conversation we had Friday afternoon.  Nice to hear she followed up.  Will call tomorrow.  

Just had time to call Kristen at Lionel Customer Service.  Lady answered the phone was not her.  Lady knew who I was and was expecting my call. Kristen was on the phone with a customer.  Within three minutes, Kristen returned my call.  Seems she went to Bass Pro Shops right after I left the Lionel store and tried to find me.  I had gone to eat after visiting Lionel so was not back in the store.  She was going to see if I had engine with me.  If so, they were going to do a "fix it now".  Now that is completely different from what I got when I called Thursday.  I guess is its all who you talk too.  I know now to call Kristen [I guess she spells it with a K].  In fact, she told me to call her if I wanted to ship.  WOW  Since I am busy with Town business for two weeks, think I may call her tomorrow and ship to them.  That is great customer service.

I think things are really stacked up bad, per a earlier post Mike is doing repairs.

I am not sure I disagree with them not issuing a RMA or allowing you to drop off if they are really that busy. I know from other places I have worked at that when we get inundated with work the guys who just want to drop this off a bit early, tend to add to the confusion and crowded conditions

I just got my order I placed Thursday.  Two small parts but I feel like a very good turnaround time and great service.

Only negative was I never got an e=mail confirmation of order or shipping. But not biggy.

I had a velocity wheel issue on the Cab-2 and just got it back today. Total time, about 10 days (8 days since they received/processed it). 

Seems completely reasonable to me.... but then, I met Mike Reagan back when I lived in NE Ohio during his Train America days. 

Was told $60 plus parts.  Well, at that price, a no brainer. 

Interesting how different people have different definitions for a "no-brainer." For me, it would be a no-brainer to fix it myself. I've done tire changes on articulated engines like that and it's no fun, but I've got better uses for 60 bucks. 

"We are not taking paid repairs until March."  "Mam, I am going to be in Concord all weekend."  "Going by Factory Store Friday."  Would you let me drop it off so I don't have to ship in March."  "You can repair it in March."  "I told you we are not taking paid repairs until March.

......In fact, she told me to call her if I wanted to ship.  WOW  Since I am busy with Town business for two weeks, think I may call her tomorrow and ship to them.  That is great customer service.

I have had prompt and professional service from Lionel, as recently as last week. I have not sought preferential treatment for any work they have done, yet they get my items back within a week or so, many times at no charge. They provide an excellent service to me.

Fred