Kudos to Lionel Service Dept

vallieoneOGR Forum Member

Bought the Polar Express 6-18754 Berkshire with whistle steam from an online vendor for Christmas.

It had the dreaded wobble issue and thinking that it was the traction tires, brought it to my LHS under warranty to check it out. They discovered it wasn't the traction tires but a problem with the wheel set so I shipped it out to Lionel last Friday for repairs.

They received it last Tuesday and I got an email on Wednesday that it was repaired and shipped.

I just got it back yesterday. They not only replaced the wheel set but in checking it out they found other things wrong that I didn't even know about. The whistle steam effect was not operating properly. Thet replaced the steam chest and rebuilt the smoke unit. It now smokes like a son of a gun!!!!

My thanks to Mike Reagan and his customer service team for providing superior service. It is greatly appreciated!!!!

George

5/18/1312:01 PM

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gunrunnerjohnOGR Forum Member SUPPORTING MEMBERDIGITAL SUBSCRIBER

That's great, nice to hear stuff like that.

5/18/1312:02 PM

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BReeceOGR Forum Member

Lionel Service is GREAT!

I had trouble installing 1.5 in my Legacy 990, followed all instructions, including help from forum members, called Lionel talked to Bill and he told me to send it in. Did that last Friday and UPS tried to deliever it to me on the 17th. Had to pick up grandkids so I missed it, will get in on Monday.

Point is Lionel service representive (Bill) called me on Monday the 13th to talk about what type of problem I was having, we talked about 15 minutes and I am convinced it was operator error but he did update my system, also fixed a problem I did not know I had.

Yes I am a Lionel Fan

Brent

5/18/1312:56 PM

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Southwest HiawathaOGR Forum Member

I'm in the middle of a similar experience. I sent in a Legacy Mikado with the usual smoke unit problem. Got a received notice last Wednesday and it was shipped out yesterday. Amazing, and excellent. Now to see if it works when I get it back. I will post when I get the unit back and test it.

5/18/131:29 PM

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PRR2818OGR Forum Member MEMORIALIZED MEMBER

Mike's Gang is Great in my book!

I may be bringing my CAB-2 Remote with me when I come to the Open House in August, as I still can't get myself to charge it up and then smack it on the back on a table to get the power button to unstick! Sorry Mike! In this case, I have not yet followed your advise. Only this case btw!