We all read Alan's post a month ago so please, if you have nothing positive to add to this one, just move on.
Over Christmas, my Legacy controller decided to no longer turn "on and off" as designed. I had to resort to pulling a battery in order to shut it down. I used it like this over the Holidays and then I emailed Lionel. I did not make a call. It did take a few weeks for a response from Katie but I got sent a RA number and a FedEx shipping label.
During that time, another Legacy Controller that I thought got lost 2 years ago when I demolished the old layout, appeared in the bottom of a plastic container of bubble wrapped freight cars. I had some help with packing up my old layout and someone took the controller and wrap it up and stuck it in the container.
I was excited to have another and the first thing I did was open the battery compartment. It got wrapped up with the batteries inside. Suffice to say the batteries leaked and the contacts were badly corroded. In my mind, a total loss.
Even though I only had a RA for (1) remote, I decided to "piggy back" this remote with the other one and sent them both to Lionel. I included a letter asking them to look it over and see if it could be fixed. I asked them to let me know how much it would cost.
Well, yesterday I get a box back from the Big "L". Included inside are both of my remotes. Both were fixed and tested. No Charge.
Now that is excellent customer service above and beyond my expectations. Yes, during the past year I had more than my fair share of new product that I either had to return or send in for service. That did not make me very happy. When I have a positive experience like this, I wanted to share it with the forum.
Kudo's once again to Lionel.
Donald
