I have two questions about Lionel customer service, I need to know if these rumors are true. First, does Lionel do non-warranty repairs? Also if you use a smoke fluid other than Lionel Premium smoke fluid will it void the warranty? I heard both of these rumors on here. Thanks for the help.
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RadioRon posted:Everyone is thinking.. "What is CS?"
Customer service
Call Lionel and ask them.
dgauss posted:Call Lionel and ask them.
That's a good idea but I figured I'd ask here first.
I tried in February to get a non-warranty repair. Was told they would only be doing warranty repairs for another month or so...post Holiday rush. I haven't tried lately, but I suspect the rush is over and they will now do non-warranty repairs. So, I'd also say call them.
BANDOB posted:I tried in February to get a non-warranty repair. Was told they would only be doing warranty repairs for another month or so...post Holiday rush. I haven't tried lately, but I suspect the rush is over and they will now do non-warranty repairs. So, I'd also say call them.
Sounds good. I'll try it.
Last week they gave me an RA for a non- warranty repair so, I would have to say they are doing repairs. Not sure what the turnaround time might be.
As far as smoke fluid, I don't see where stated that not using Lionel's smoke fluid will void your warranty. I use Lionel but I also use Mega-Steam and MTH. Used properly they all work well.
I sent this inquiry to "Talk to Us" and was told that using other fluids could cause you to be charged to have your engine to be repaired if this was a smoke unit issue.
Now that was when Mike was still there. It may have changed.
MartyE posted:I sent this inquiry to "Talk to Us" and was told that using other fluids could cause you to be charged to have your engine to be repaired if this was a smoke unit issue.
Now that was when Mike was still there. It may have changed.
So if you flooded a board with smoke fluid or a fan motor broke and it was under warranty, you would be charged for it?
Trainlover9943 posted:MartyE posted:I sent this inquiry to "Talk to Us" and was told that using other fluids could cause you to be charged to have your engine to be repaired if this was a smoke unit issue.
Now that was when Mike was still there. It may have changed.
So if you flooded a board with smoke fluid or a fan motor broke and it was under warranty, you would be charged for it?
Possibly. I would encourage you to contact Lionel. When I posted this the last time I got the same reaction from other members. Best course of action, ask Lionel CS and see what the policy is. I specifically emailed them because of this coming up on the forum before.
MartyE posted:Trainlover9943 posted:MartyE posted:I sent this inquiry to "Talk to Us" and was told that using other fluids could cause you to be charged to have your engine to be repaired if this was a smoke unit issue.
Now that was when Mike was still there. It may have changed.
So if you flooded a board with smoke fluid or a fan motor broke and it was under warranty, you would be charged for it?
Possibly. I would encourage you to contact Lionel. When I posted this the last time I got the same reaction from other members. Best course of action, ask Lionel CS and see what the policy is.
I will. The past few repairs for motor issues my uncle has had have been caused by too much smoke fluid.