Lionel repairs help

Click on the  "service/repair question" header at this link.http://www.lionel.com/ContactUs/

Then fill in all of the necessary information. Lionel will contact you via email with a Return Authorization number. You put this number clearly on the outside of the shipping box and then send it to the address Lionel gives you.

If you fill out the repair request today you'll likely here from them on monday, during the week responses are usually the same or next day.

Lionel will update you via email as to when they receive your loco, and when they are returning it with a tracking number.

They require a signature on the return shipment so someone will need to be home when it gets shipped back.

Hi Matt, 

Once everything is ready to go, call customer service 586-949-4100. Follow the prompts and one of their customer service reps will walk you through some basic info about the loco, get your contact info, and give you a Return Authorization number ( you must have that number before you return the loco). Pack the loco up and ship it off to Ohio. If it is a warranty item Lionel will cover the return shipping. Mike and his team will fix your loco and you will get email updates along the way. They are a first rate team and it really is an easy process to send in and get repairs. Your loco will be back before you know it. 

Hope this helps,

Derek

You beat me to it Rick!  Good explanation. 

I would avoid calling, it elimintates the "customer service woman" in the middle.

It has been my impression in the past that  MR and his crew read the emails sent under the "service repair question" heading. I've always gotten fast no hassle responses. Go straight to the source.

Ok, thanks guys, but do I need to tear off the original shipping info sticker on the box?

No, if your shipping Fedex or UPS they will plce new labels over the old one.

If your shipping it via the post office, you can just cover the label with a piece of paper with the new address on it.

Try to pack it up just the way it was when you received it so it is safe for the trip. You need not send the manual, legacy module etc.

* Remember, Lionel will often change the id# rather than guess at yours so if you get it back and it doesn't respond first reset your i.d.#. Plenty of folks here on the forum, myself included got a scare when our repaired loco returned and didn't work because we didn't know/realize the i.d.# had been changed by Lionel service.

Ok, thanks Rick, its very much appreciated!

FWIW, upon return from Lionel if your loco does not respond to default engine ID of engine #1, Lionel Service often changes the ID# to either the first two or last two digits of the locomotive's cab number.  You can try those numbers and/or reset as RickO suggested.