Lionel Acela Set (Engine front covers; both broken) [RESOLVED]

That sux. Hope they have parts.

If they were 15 miles from my house I would be driving there tomorrow with the engine. Discussing why no magnets. My 5 cents. Dave

There is another active thread this evening with similar issues.

I'm waiting on my set from Charles Ro.  If I have the same problem, I will post here.  I live about an hour from Concord.....so I would be taking a drive to Lionel also.   I've done it before and gotten great service.

I'm keeping my fingers crossed.  But, if the problem is due to cheap plastic tabs, I fear more sets will have the problem.

The engine covers are the same design as the 2005 model.

Press on the end that is clear of the details on top of the engine.

Lionel did not have replacements for the older models of nose covers, let's hope they have spares for the new ones.

I preordered a set but havent heard anything from charles ro. Hopefully mine comes in undamaged!

More QC problems!  Think anyone that works at Lionel reads these posts?  If they do, they don’t give a Rats-azz!

@Longshore posted:

More QC problems!  Think anyone that works at Lionel reads these posts?  If they do, they don’t give a Rats-azz!

I think that the folks on the floor so to speak do care. 

I'm surprised that these were not attached with magnets as well. 

Please keep us posted on Lionel’s response. I will be getting mine next week and want to be mentally prepared for opening the box. It’s a huge disappointment to spend so much and see it’s broken instantly and having to call for replacement.

Unacceptable at this price point.  If they cannot replace the covers, return it for a refund.  Again, the only way to get the attention of the manufacturer is for the dealer to eat it.  Then they will influence Lionel, MTH, etc. to get the quality right.  People who make excuses for shoddy quality, mismatched paints, etc. only perpetuate the problem of lack of quality control.  Certain issues are inevitable but again at this price point you have the right to expect more and certainly not have detail parts broken out of the box.

Just a quick update.

Spoke with warranty service and they have issued an RMA and FedEx shipping label.  They no longer permit you to personally drop the item at the warranty facility (or the Lionel Store at Concord Mills).  So I will be packing up just the engines to take them to the FedEx facility in Concord (it's the closest to me).  Crossing my fingers for at least overnight delivery when I deliver it to FedEx tomorrow ....

The next parts are just the process:

1. Pack every well and only ship what is defective; put the RMA number on the box
2. Include a letter explaining what is wrong; I will be adding one of the separately applied details that also came off the "front" engine truck and I found in the box
3. Include a photocopy of the receipt (Proof of an authorized dealer and within the one year period)
4. Service will take 4-6 weeks  [I am sincerely hoping this is nothing more than the "standard" response!]

I was told they have implemented a new service system and I will receive updates as the RMA is processed.

- Jeff

Mine arrived the same way.

Waiting on an RA

@Greg from Texas posted:

Mine arrived the same way.

Waiting on an RA

I did not share that I also had the exact same part (your first photo) in the box ("Front" engine) which belongs on one of the trucks.  I added that to the RA with associated picture(s) showing where it goes on the truck.

- Jeff

PS:  Everything was shipped yesterday from the "local" FedEx distribution center;  I didn't realize they close between noon-4pm as it's been years since I went.  Lucky for me they forgot to lock the door (~12:30) and someone answered the phone and then can came out to take the packages, after which security locked the door.  Everyone was really great about the mistake so I'm hoping this is a good sign.....

Edited to add photos of 2024 engine with nose partially separated and the separately applied truck detail which fell off....

And so it begins.  Good luck everyone with this

The Charles Ro website still shows availability on 4/4/22.  I haven't received notification that they have shipped my Acela.  I'm keeping my fingers crossed that not every set will have these problems.  But, the problems seem to point to inadequate protection in the packaging.  It looks like the engines are in the standard molded styrofoam that Lionel uses for most engines.  Perhaps some foam rubber cushioning should also have been used.

My understanding is that the new Acela uses the exact same nose cone as the original.  I am unaware of problems with the original Acela nose cone.  Did the originals come in more protective packaging?

From looking at various websites (Trainworld, Legacy Station, etc.) it sounds like a lot of Acela sets have arrived at dealers.  Hopefully, some forum members have received defect-free Acelas and will post on the forum.

@VinceL posted:

The Charles Ro website still shows availability on 4/4/22.  I haven't received notification that they have shipped my Acela.  I'm keeping my fingers crossed that not every set will have these problems.  But, the problems seem to point to inadequate protection in the packaging.  It looks like the engines are in the standard molded styrofoam that Lionel uses for most engines.  Perhaps some foam rubber cushioning should also have been used.

My understanding is that the new Acela uses the exact same nose cone as the original.  I am unaware of problems with the original Acela nose cone.  Did the originals come in more protective packaging?

From looking at various websites (Trainworld, Legacy Station, etc.) it sounds like a lot of Acela sets have arrived at dealers.  Hopefully, some forum members have received defect-free Acelas and will post on the forum.

Vince,

There is no suggestion from the packaging of something having even been wrong.  My uneducated guess would be something went very wrong when the engines were placed in the packaging, especially if it was automated.  And, my second uneducated guess would be they were simply broken and packaged anyway.  I'm not a packaging expert but they seems to have plenty of protection and this makes absolutely no sense.

I ordered the expansion pack from Charles Ro and, like you, I haven't received any communication yet but I also observed the 4/4 date and will patiently wait....  I did receive an eMail from Mr Muffins and the pictures included showed a perfect set so they must exist and hopefully that will be most everyone's experience.

- Jeff

I also haven’t heard from C RO. I called my LHS who sells at retail price and got my name on their list just in case. My LHS is going to go thru all the sets and test them before putting them up for sale.

The problem is the packaging.

The covers as you can see in the pictures are held on by two tiny pieces of plastic. That's okay if the engines never have to travel where there is a good chance they will be dropped on their nose. There is just enough space where the nose has about an 8th of an inch to move. Drop the box....broken covers.

The engines either need to be made immobile or packaged in a way where the pressure is not on the nose but further up.  A bit of something softer might have prevented it also. But again, the pieces are so small that the weight of the engine on the nose is going to break them easily.

I have offered to my dealer to ask Lionel to simply send two new covers and let me install them myself since if I return the engines there is a high probability UPS will drop it on its nose, and it would not take much of a drop.

Lionel could learn something from 3rd Rail on packaging $2500.00 trains.

My wife is just hoping this will make me give up on buying expensive trains.

Greg

@Greg from Texas posted:

...My wife is just hoping this will make me give up on buying expensive trains.

Greg

Well...?

Let us know how that goes! 😁

Mark in Oregon

Just received 2122100 set and all is good with it

@2012ford posted:

Just received 2122100 set and all is good with it

Some good news

@Greg from Texas posted:

The problem is the packaging.

The covers as you can see in the pictures are held on by two tiny pieces of plastic. That's okay if the engines never have to travel where there is a good chance they will be dropped on their nose. There is just enough space where the nose has about an 8th of an inch to move. Drop the box....broken covers.

The engines either need to be made immobile or packaged in a way where the pressure is not on the nose but further up.  A bit of something softer might have prevented it also. But again, the pieces are so small that the weight of the engine on the nose is going to break them easily.

I have offered to my dealer to ask Lionel to simply send two new covers and let me install them myself since if I return the engines there is a high probability UPS will drop it on its nose, and it would not take much of a drop.

Lionel could learn something from 3rd Rail on packaging $2500.00 trains.

My wife is just hoping this will make me give up on buying expensive trains.

Greg

I imagine that shipments of the Acela to large dealers like Charles Ro, Trainworld, etc. are shrink-wrapped pallets of sets.  I seriously doubt that the damage would be caused while shipped on pallets (unless the pallet tipped over).  If the problem is occurring during shipping, it is likely the shipping of individual sets to customers.  It is a large, heavy box which is susceptible to damage on the automated sorting equipment at UPS, Fedex, etc. or by being dropped by drivers and /or handlers.

Fortunately, we have heard from 2012ford who has received an undamaged set.

I am going to be optimistic and will wait to receive my set from Charles Ro.

Vince, I agree completely.

They arrive at the dealers on pallets, most likely in great shape. But once they are individually shipped, because of the two tiny plastic clips. very little pressure is needed to break them. I think if you dropped the box just a foot from the ground, and the nose of the engine was facing the ground, 1 in 6 chance, the weight of the engine would break them. That's why I'm concerned with even shipping them to Lionel. I would much rather they send me the covers.

@Greg from Texas posted:

The problem is the packaging.

The covers as you can see in the pictures are held on by two tiny pieces of plastic. That's okay if the engines never have to travel where there is a good chance they will be dropped on their nose. There is just enough space where the nose has about an 8th of an inch to move. Drop the box....broken covers.

The engines either need to be made immobile or packaged in a way where the pressure is not on the nose but further up.  A bit of something softer might have prevented it also. But again, the pieces are so small that the weight of the engine on the nose is going to break them easily.

I have offered to my dealer to ask Lionel to simply send two new covers and let me install them myself since if I return the engines there is a high probability UPS will drop it on its nose, and it would not take much of a drop.

Lionel could learn something from 3rd Rail on packaging $2500.00 trains.

My wife is just hoping this will make me give up on buying expensive trains.

Greg

I have to disagree.  My original Acela set, has the exact same design and the nose is actually super hard to get off. The tabs are really strong.  My set probably bounced around (houses, shows, closets, who knows) for 15 years before I got it.

Something must have happened during production on these.

To me it looks like the ones having the issue is the normal Amtrak acela version vs the concept acela I ordered.

magnets should have been the way to go here. when redesigning this set the nose cover should have been addressed.

sorry dave your team missed this week spot on this nose part of the original acela sets. guess you cant catch everything though.

I would think those two small plastic tabs would eventually break off just taking the nose cover on and off multiple times.

maybe lionel could retool just the nose covers to accept two small magnets. then make another small reciving magnetic part that fits in the holes already there on the engines nose.

this way the end user could ca glue the parts into the nose and that way the nose could be magnetically held on.

this way it would never break again.

Everyone,

Just an update the engines were "shipped" (dropped off at the Concord FedEx distribution center) Friday (4/1) last week.  FedEx showed them as being delivered Monday (4/4) and Lionel sent an eMail update on Tuesday (4/5) they had arrived. No other communication has occurred.

I also opened an RA on my remote which was dropped off at the same time and it was fixed and arrived today (very happy with the results)!  Therefore, the fastest turnaround time you should ever expect is one week (FedEx delivery [1], Lionel Reception [2], Repair/Fix/Repackage [3], Lionel Ship [4], FedEx delivery [5]) if you are local.

Finally, still waiting on the expansion set from Charles Ro.  I will probably reach out Monday next week to see what's up since many of the reviewers (ie; Eric, RBP (PE), etc) have already received their sets.

- Jeff

After reading all the issues people are having with the nose cones I decided to purchase mine from MrMuffins.  He is bringing it to York for hand delivery.  Jeff also said that they are inspecting all of these sets when they arrive.  Great customer service. Plus they are still attending York.

You're all doing better than me. I unpacked the Acela model yesterday and got two totally short circuited 2021 & 2024 locomotives out of the box.

@jeffdoo posted:

Just a quick update.

Spoke with warranty service and they have issued an RMA and FedEx shipping label.  They no longer permit you to personally drop the item at the warranty facility (or the Lionel Store at Concord Mills).

I was told they have implemented a new service system and I will receive updates as the RMA is processed.

- Jeff

How pointless and rude to not allow warrantied items dropped off! They prefer to spend their profits on back and forth shipping? Risking more damage? Are there too many customers living near Concord that make drop offs a problem?

When the bean counters cut corners for "the investors". How does this save money or extend a courtesy to customers, who've spent a high dollar on their products?

It think it would benefit Mr. Hitchcock and Lionel greatly, to step up publicly and address these quality control issues that are too prominent these last few years. With advent of social media. As the saying goes; you can run but you shouldn't hide.

@Adrian! posted:

You're all doing better than me. I unpacked the Acela model yesterday and got two totally short circuited 2021 & 2024 locomotives out of the box.

My head would be exploding receiving TWO ENGINES not working.

Good Luck

I am sorry to read of these problems with new Acela sets. Has anyone received the PE version?

Does anyone know if Charles Ro began shipping their allotment? I pre-ordered the PE version from them some time ago.

What timing this all is...just last week I applied for a low interest credit card - and am hoping I get the card before these ship. Honestly, I am over-budget on train stuff just trying to build my layout, and am paying back a big loan from new roof and chimney reconstruction.

@Walter Anderson posted:

How pointless and rude to not allow warrantied items dropped off! They prefer to spend their profits on back and forth shipping? Risking more damage? Are there too many customers living near Concord that make drop offs a problem?

When the bean counters cut corners for "the investors". How does this save money or extend a courtesy to customers, who've spent a high dollar on their products?

It think it would benefit Mr. Hitchcock and Lionel greatly, to step up publicly and address these quality control issues that are too prominent these last few years. With advent of social media. As the saying goes; you can run but you shouldn't hide.

When she said a FedEx label would be in the eMail I reminded her I was planning to drop them off and she said it's against policy.  After I gave it a split second of thought I figured it was probably COVID related and therefore I understand.  But, when she then added you cannot drop off at the Lionel Store, which I never knew was a possibility, it didn't make sense.  With respect to the store drop off I can attempt to rationalize they no longer want employees responsible for tracking/transporting them between the two locations; things can happen.

Dropping them off and picking them up to save Lionel money wasn't my goal, I really wanted to avoid the potential for further damage plus not spend the hour it took me to find a box and package everything securely.  I am curious what it cost Lionel to have me drop them off at FedEx so their driver could run them over the next business day and then ship them back. 

Still just hoping it's less than the 4-6 week quote for service. 

- Jeff

@Paul Kallus posted:

I am sorry to read of these problems with new Acela sets. Has anyone received the PE version?

Does anyone know if Charles Ro began shipping their allotment? I pre-ordered the PE version from them some time ago.

What timing this all is...just last week I applied for a low interest credit card - and am hoping I get the card before these ship. Honestly, I am over-budget on train stuff just trying to build my layout, and am paying back a big loan from new roof and chimney reconstruction.

The credit card charge from Charles Ro came through this morning so they are shipping.

As for the Polar Express set, RBP Trains has posted a review:   The Polar Express HIGH SPEED Train Set!!

- Jeff

Thanks Jeff, for the information. I'll give Charles Ro a call on Monday...just maybe they can hold off charging me until I get my new credit card That RBP trains video review of the PE set was fun to watch; a well-done video by an enthusiastic O-gauger!

My set arrived yesterday UPS from Mr. Muffin. All is good!

a. Thanks to the OGR forum comments, I was extra careful on removing the engines. Nose cone on #2024 is solid but right side of #2021 nose exhibits some movement but still holding in place. Should it fall off, I have tiny magnets and Walthers Goo standing by.

b. Again, thanks to an OGR commenter, I was able to safely take off the programming hatches. It was not intuitively obvious how to do this without breaking the plastic tabs.

c. I can't claim to have tested each and every possible feature, but all the main ones seem to work fine. After setting up and testing with CAB 2, I was impressed how easy it was to control the train using my iPhone using the Bluetooth LionChief app.

d. Because the passenger cars tilt on curves, I needed to spend several hours chopping down part of a hillside adjacent to the curved track to prevent the cars from brushing against the scenery.

e. The pantographs need 5.5" of clearance above the rail. Although my bridge and tunnel portals can provide that, I notice that I have several lighting wires hanging down from the 2nd level where the pantographs could become snagged. Because those wires are not easily accessible, I am running the train with the pantographs locked down.

f. I agree with other commenters that it is disappointing that we are not hearing the Northeast Corridor station stops. I guess we are spoiled by the MTH trains that do this.   

g. I am looking forward to the expansion set arriving Tuesday.

Again, thanks to forum commenters who have helped me successfully set up this train set.

5.5" high is pretty tall for my coaling towers...Bruce, thanks for that tip. Can you disengage the pants such that the train will run with them in the down position? That's what I do for both my Lionel and MTH bipolars, but they are not motorized.

@Paul Kallus posted:

5.5" high is pretty tall for my coaling towers...Can you disengage the pants such that the train will run with them in the down position?

Paul,

The Lionel spec is actually 5.75" measured from the top of the rail. There are two switches to lock them down and that's how I run them. For a $3k investment I didn't want to take the slightest chance in ripping one of them off, but it's still pretty neat to see them go up and down on a reversing sequence during testing.

@Walter Anderson posted:

My head would be exploding receiving TWO ENGINES not working.

Good Luck

I know you've probably already checked but both of mine were shorting but then I wiggled and oiled the pickup rollers on the bottoms and boom they were fine. They may just be stuck.