I am in need of some o-rings for my BB blow down cover plate unfortunately it says to contact them to order for a week no one answering and voicemail is full so anyone here know if in fact they are still closed?
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Yes, I know for a fact that they are open because I just ordered something from their store by phone earlier this week.
Chuck
PRR1950 thank you I'll try again on monday I use provided tel number and feature 2 but I never get a live person always to mailbox is full and a disconnect I even make sure i call when there time zone says 10am.
anyways thanks for the clarity on this
If you have the part number just go to the Lionel website. I did so twice recently. It stated that the parts were in stock and I had them in a matter of days
This past Monday I called the parts line number and used their call back feature (i.e., left my phone number instead of staying on hold). I received a call back in 10 minutes from a helpful LIONEL lady.
😃 i have used emil and they responded back in one to two days.
I tried calling 4 times on Monday. Once yesterday. Used 2 then 3 to get to parts. On hold for 11 minutes each time before it cuts to voice mail. Left message. No callback. No option for them to call me, so I don’t know if I’m using wrong option or if they like pingman better than me. On hold for over 50 minutes in total. That’s great customer service.
@VADarthDad posted:I tried calling 4 times on Monday. Once yesterday. Used 2 then 3 to get to parts. On hold for 11 minutes each time before it cuts to voice mail. Left message. No callback. No option for them to call me, so I don’t know if I’m using wrong option or if they like pingman better than me. On hold for over 50 minutes in total. That’s great customer service.
They don't like me either. Basically the same result a year ago. Long before this virus . The only difference was a message saying they went home early try again another day lol!
I remember when an email response was 24hrs or less away. You either got your response, part info, or an RA# if needed. I even had an out of warranty loco with a factory glitch fixed for free with paid shipping.
Those were the days.....
add me to the list who has called once and ordered parts twice online in the last few weeks.
I had the parts in a few days after ordering, and I got a call back within 25 minutes for my phone call.
They don't like me either.They won't answer the phone,won't return my call,and they won't answer Emails. Pi## poor customer service.
Seems like there are some pretty satisfied folks here...see this current thread.
ordering parts online from Lionel is awesome. No issues ever, other than not getting confirmation emails. A few areas of improvement which need attention. In my estimation the call center/service is severely understaffed. No one answers the phone, voice mailbox is either always full or you leave a message and no one calls back.
Another issue is parts lists for newer engines are not going up on the website. So if you need a part like I do for my J3 hudson, I can't order it online and trying to call is impossible.
Lionel come on and put a little better effort in your service.
@superwarp1 posted:ordering parts online from Lionel is awesome. No issues ever, other than not getting confirmation emails. A few areas of improvement which need attention. In my estimation the call center/service is severely understaffed. No one answers the phone, voice mailbox is either always full or you leave a message and no one calls back.
Another issue is parts lists for newer engines are not going up on the website. So if you need a part like I do for my J3 hudson, I can't order it online and trying to call is impossible.
Lionel come on and put a little better effort in your service.
While I tend to agree with you Gary, many companies right now are understaffed because of the pandemic. I know folks will say it's been like this for a while, even pre 2020, but 2020 isn't making it any easier now. With limited folks in the office this could be a reason why newer engines aren't getting loaded into the part gallery. I'm finding myself being somewhat more patient with companies during this time where staffing is concerned. Many times you are at the mercy of the local authorities as to how many folks can be working.
All I can suggest is try calling different times during the day and keep emailing. I understand the frustration. I'm pretty sure Lionel doesn't have a list of people they ignore...except maybe Rick. LOL!
@MartyE posted:While I tend to agree with you Gary, many companies right now are understaffed because of the pandemic. I know folks will say it's been like this for a while, even pre 2020, but 2020 isn't making it any easier now. With limited folks in the office this could be a reason why newer engines aren't getting loaded into the part gallery. I'm finding myself being somewhat more patient with companies during this time where staffing is concerned. Many times you are at the mercy of the local authorities as to how many folks can be working.
All I can suggest is try calling different times during the day and keep emailing. I understand the frustration. I'm pretty sure Lionel doesn't have a list of people they ignore...except maybe Rick. LOL!
Call center personnel you figure could work remotely from home. Maybe they are, who knows.
From what I have seen- Lionel's parts availability and service on parts orders for the last two times (60 days) has improved dramatically. Each time I was surprised at 100% fill, and on my doorstep in less than 10 days.
The phone access has still been an issue- long wait ( bad country pickin' music) and eventually a message to leave a message... leading to a "mailbox is full" message.
I have a warranty service claim and locomotive on an engine ordered over a year ago. It "wobbles". The claim has been in NC since mid-October- they confirmed receipt after I contacted them by e-mail, but are saying "4- 6 weeks" backed up. The warranty claim service is a lot longer than my last experiences (2). This might be seasonal- at least they didn't "blame the virus".
One GOOD thing has not changed- when you do get somebody on the phone they are terrific- the service contact people on the phone ARE Americans, and seem to be allowed to make decisions (w/o "seeing my supervisor") and then send needed RGA documents out within a few hours.
An out-of-the-box problem- serious- not talking about a slight flaw here- really leaves a bad taste (bad PR). For a $500 locomotive, new, bought from a LHS, then for the customer to get no use or running before having to make a return. I still can't truly enjoy another one from about two years ago- Legacy- immediately defective, and sent in for correction.
Yes sir I can relate to what Mike is talking about. I bought a built to order Pw switcher 2 years ago . It has only one pick up and just plays havoc with my legacy remote. Causes all kinds of senerios that can not be explained . Got nowhere with the tech. Dept at lionel. So it just sits on my train display shelf. I just had a thought maybe I can call a dealer that does repair. Have you out there had any experience with a dealer that can step up to the plate.🤪
@superwarp1 posted:No issues ever, other than not getting confirmation emails.
This always annoys me. I normally screenshot my order to have a list of things I ordered but I forgot to during the warehouse sale, oh well.
Bryce
@Oscale_Trains_Lover_ posted:This always annoys me. I normally screenshot my order to have a list of things I ordered but I forgot to during the warehouse sale, oh well.
Bryce
Sign up using the "My Lionel" option and you can see the status of your order and all past parts orders.
https://ogrforum.com/member/bill.grafmiller bill you could contact Alex M on the forum he can repair your Lionel engine he is a Lionel repair shop and does excellent work!
here is video of a repair he did bigboy!
https://ogrforum.com/...-large-repair?page=1
Alan
@MartyE posted:Sign up using the "My Lionel" option and you can see the status of your order and all past parts orders.
Marty, I did not know that. Thank you so very much!
Bryce
@Oscale_Trains_Lover_ posted:Marty, I did not know that. Thank you so very much!
Bryce
Just beware you will not see any orders that were not done under the "My Lionel" account so once you sign up, make sure when you make a parts orders sign in first.
@MartyE posted:Just beware you will not see any orders that were not done under the "My Lionel" account so once you sign up, make sure when you make a parts orders sign in first.
I assumed as much. Thanks again!
Bryce
@MartyE posted:All I can suggest is try calling different times during the day and keep emailing. I understand the frustration. I'm pretty sure Lionel doesn't have a list of people they ignore...except maybe Rick. LOL!
I knew it!! Well..... at least that makes sense why they don't answer.
Lionel finally got back to me and will be sending parts I need. All is good!
