Lionel has done it again!

Lionel is TOP NOTCH !!!!!!!!!!!

Alex

Gentlemen,

   I have said this more than once, Lionel's repair shop personnel here in the USA are top notch, chances are the other lady that you spoke of was Meghan, and she is one of Lionels best employees.  Glad you got your Engine back in great working order, I had a similar experience with my Legacy Shay, everything works great on her now also.

PCRR/Dave

Good to hear. Recently sent my Legacy 990 set in for repair. 

Recieved a brand new set from Lionel Service.

Great customer service.

Nick

Well, tested the engine on the tracks in the Train Box.  Engine runs great, sounds great and headlight works.  Smoke!!!!!  I think it smokes better than any of my other 20+ Lionel engines [some I have modified to smoke more than standard].  Unbelievable.  Have to turn on the exhaust fans.  Great job Lionel.

Alex M posted:

Lionel is TOP NOTCH !!!!!!!!!!!

 

Alex

Couldn't agree more with Alex. 

I have had to use Lionel customer service only twice in the past four years, following the purchases of numerous locomotives and operating accessories, and each experience was good enough to make up for the inconvenience.

Alex (the other Alex - Alexander Müller)

Glad to hear they took care of U Chief!

Nice to hear! Seems like all you hear of as of late is the negative things.

Lionel is good at CS. Your op alludes to your dealer selling you a repaired product or used one as new?

a froum sponsor shipped me a used diesel as new this past summer. It had broken handrails and was missing the wrapping around the engine . He wanted me to order parts and repair myself!

He agreed to a refund and I later cancelled preorders I had placed with him.I am not comfortable buying from this dealer, sorry to say.

I like to think dealers are so buzy that things like this happen because they are not paying attention, but who knows?

If one is in business to serve the public with an item, they better do a decent job of serving their customers.

Sadly, some do not, but most are above average, I have found.

However the old addage comes to mind...something about apples...OH Yes! "Takes one bad apple to spoil

the bunch!".

ChiefEagles posted:

Bought a Lionel NS diesel from a train store I can not mention on this forum [will say it is above the Mason Dixon ].  When I got it out of the box, headlight and smoke did not work.  Immediately called the dealer.  Was told rather point blank not to send it back.  Take it to your local authorized repair station.  Took it to one close by [now not open].  Took shell off.  Had been worked on before and a sloppy job.  Never could get headlight to work.  Replaced smoke unit and control board.  I ran it in a lashup all the time so headlight was not a problem.  Then smoke stopped again.  Sent Lionel repairs an email [same one I emailed last year that repaired my Y6B so nicely].   Actually asked for Kristin who had helped me with the Y6B.  Didn't get the reply from her but another nice lady.  Explained the above.  Said would have to pay repair costs.  OK.  Got an authorization to return.  Shipped to Concord.  Got it back today.  NO CHARGE.  Lionel came through again.  Two years out of warranty.  My guess is they read the above explanation on the return letter and, since it was new out of the box but poorly repaired before I got it, they covered the costs.  Test run tomorrow.

That is customer service. 

I just had a similar super experience with Lionel repair.  i have a Lionel Backshop (6-22918).  bought it over 5 years ago. The accessory had many bad reviews. I replaced the motherboard and it worked fine in command mode. I love  it.  It went into storage for over a year. Pulled it out a month or so ago and I started having trouble with the sound.  I exchanged emails with Dean Brasseur at Lionel. Did diagnostic work as he suggested.  We both concluded it was probably the sound board. i sent it in and within a week they tested it, the board was indeed bad. They sent me a new one, no charge even though it was long out of warranty.  This is not my first very positive experience.  Kudos to Lionel!

"That is customer service" Indeed.