Lionel Service - Bad News & Good News

Great story, which means that I need to check the trucks on my Frisco 86 Foot Auto Parts Car. They are Huge, and New.  I know that the person you talked to at Lionel wanted to help you, probably just not aware that this car is very similar to their new Scale Auto Carrier Car, which might possibly have the same couplers. I am not sure that they are an exact fit, just thinking.  Your dealer is to be congratulated for taking care of your concerns Promptly. This is a good thread, thanks for the information. Happy Railroading

Wouldn't those couplers be the same as those on their 89' autoracks? IF they are, there's a chance that their parts inventory may not have been updated far enough to recognize a compatible part on an older model.

 

Or, it is as it seems and the 86' boxcars have a different coupler than the autoracks, and they really have yet to break down their "parts cars" (assuming they do this for rolling stock) to add those components to their inventory.

 

---PCJ 

Joe,

I've been in this hobby actively since December 1947. In all my years I have noticed that there are three types of Lionel Dealers. I cannot name the others, however, Nicholas Smith is right there near the top. I wish that I didn't live so far away.

Nicholas Smith Trains is a good business.  Glad to hear they took care of you.

Unfortunately, Lionel has become very short with their answers.

Would have made more sense to contact your vendor first. It's like the chain of command.

Fred

Was just going to suggest the same thing. Why wouldn't you contact your dealer first, before Lionel? In any event, glad your problem was resolved.

 

I'm of this mindset too.

 

Some folks seem to feel like they would be betraying their dealer or sticking them with the bum product if they do so. 

 

I tend to more look at it as the dealer makes some money when I buy from them (if not, why are they in business?), so if something is wrong, they can extend me the courtesy of making it right if possible.

 

(I can see it if it is from a store very far away and you'd spend a lot of money to return, but otherwise, I'd always go to the store first)

 

-Dave

What is really strange since the boxcar has a very unique coupler assembly why didn't Lionel get an extra dozen or so for replacements.

While it does make sense for the Original Poster to request the vendor to remedy the initial problem it still does not excuse Lionel for not backing its product..........

I have dealt with Nicholas Smith in the past and always found them to be polite, helpful and knowledgable. It did not suprise me that they rectified your problem immediately.

 

-Pete

 

If you still need replacements let me know... I have 3 pairs that I don't need as I removed them for Kadess.

 

I am surprised at Lionel's response to your problem. My experience has been a little different, the Boiler Door was broken on my VL Big Boy, and I contacted Lionel and was issued an RGA, a few days later, the screw holding the Boiler Door was missing (I lost it). Lionel was contacted and they send me a screw, no charge.

 

Glad things worked out for you, you have a great supplier.

 

Brent

 

 

 

Man you guys are brutal.... they are brand new cars, of course they don't have parts yet... but they will, just be patient. Just like the BBs and the Berks... the parts will come.

Mario,

I realize that they do, Mail Order. I'm "old school" and like to roam the aisles. Brings back happy memories of my childhood. I've received many orders from our wonderful sponsors sometimes overnite as well.

 

Why would any manufacturer of anything release a product if no spare parts are readily available?

Guess you did not have to deal with Lionel before Mike Reagan took over!

because they want to get product to the customer.

Gottcha!.....Now that's funny!! 

Our train manufacturers are very small companies and I really think they do a pretty good job for the most part. They offer us some pretty amazing products to choose from. When we have a problem, as much as we would like to always have the parts we need and a solution for every problem, nothing is perfect and this is just not always the case. I think they do the best they can and really are doing a pretty good job over all.

Unbelievable.....if Lionel were to delay shipping new products to vendors in order to take the time to disassemble new cars or engines to create a parts inventory then guys get on the forum and complain about another late product.  If Lionel ships the product ASAP before creating a parts inventory people complain about terrible customer service.  

 

Getting a defective anything is a bummer, I suppose venting on this forum is a form of catharsis for some.

So, I guess when you buy a new car you go to the manufacturer if there is anything wrong with it rather than the dealer?  Or before any other dealer for that brand of car.

 

Anything you buy from a retailer the retailer is expected to be the first line of defense.  If you buy something direct from the manufacturer/importer then they are the first line of defense.

Is it possible, even likely that you weren't offered a replacement from Lionel because they don't have any?  They might all be in the hands of distributors or retailers.  I'm surprised they didn't immediately suggest you contact your dealer for a replacement, since that, as some have noted, is the usual drill.  Retailer first, since they have more leverage with the manufacturer in any case.  Manufacturer only if the retailer cannot help or the retailer refuses to do so.

       
       


You seriously think that's how it happens? Parts are stocked before product is released? Oh boy....
How many Big Boys and Berks did you read about right here on the forum that showed up with minor issues? Lionel had no parts when the engines were delivered, why would they. Ford don't have a warehouse full of parts for the 2016 models yet. That logic doesnt even make sense.

 

So, let's see. You go out and purchase a automobile. The wipers stop wotking the next day. It' the wiper motor. The dealer stages there are no replacements available. 

 

You would be happy?

Lionel shouldn't be compared to an auto mfgr. They might have a "brand name" as well known as the big guys but their business mfg operations isn't in that league. I dont think its a surprise Lionel wouldnt have significant inv of that particular spare parts on shore ready /available at this time.

Mike Reagan has stated: Lionel gets "extras" of a particular item the same time everyone else gets theirs.

 

They then have to disassemble, identify, and list each component with images on the parts website. This takes some time, I imagine new locos get "parted" first.

So if no replacement parts are made, and a broken piece comes down the assemble line, the assembler attaches the broken part, packages it, and hopefully when purchased, parts will be available???

Seriously, I have purchased brand new items, with missing, or broken parts. Its been a toss up between having replacement parts, or making or pirating parts to make item look halfway decent. In receiving replacement parts, the best have been Woodland, Atlas, MTH, usually 100%, and Lionel is or has been around 40% in receiving replacement parts for missing or broken parts.

I agree the of Lionel to the automobile industry is absurd. But then again there are many who seem to think Lionel is akin to Burger King, where you just make a post of what you want them to make, and they'll whip one up for you in a minute.

 

Well, unless you want to pick some trains that do sell in much larger quantities. I'm sure if you called Lionel seeking parts for a traditional box car (which Lionel has sold in the millions over the years) parts would be available, save for the inventory glitch, where a very common part is momentarily out of stock.

 

These 86' box cars are brand new items, and as RickO pointed out above, they will eventually have some parts in the method Mike Reagan has talked about. If you want to complain about Lionel not having parts on a brand new, small production run item... maybe you consider buying trains the kinds of trains that Lionel has sold millions of, for which parts are more universal and readily available, if not from Lionel then from other parts vendors.

 

 

Mgf process of a new top level startup is complex even on small production. Many mfgs are using "just in time" processing or similar strategies, so, it's not like they're going to order a major overage of a part to simoultaneously send stock to the US fo fixes. They don't even know how well each run will sell.  Not defending Lionel CS.. just illustrating some of the factors to consider.

not bashing Lionel or any other mfg but in the real world there is something called planning(not really a new concept). a mfg has an idea what the normal percent of defects are, and when they bring in a product they should have the parts to support what they sell at the time of first sale. yes in the case of autos, wash machines and the like they are to big to send back to the mfg but a train that was shipped by ups should be handled by the mfg not the dealer. everyone on here wants the best deal when they buy and if a dealer is stuck with ups 2 ways on replacing damaged merchandise and then have to return the item to the mfg how much have they made on that item?

i import distributors and when i bought my first container i purchased extra parts that were in that container so that i could service what i sell.surely i am not smarter than the big train mfg's its because they know that we will defend them.

you hit the nail on the head with that statement!!!

Hello guys and gals..........

 

One way to solve this is to buy older Lionel NOS trains and you can still get parts for them from part vendors. The older NOS trains are simple to repair at home !! it works for me !!! You guys don't need 2000 dollar big boys to have fun.

 

Tiffany

Keep trolling Tiffany. Guess what to some of us, if we had to run old trains, we would find other hobbies. If it works for you great, but a post war engine of even early TMCC is pretty **** boring to me

Then I suggest that you practice what you preach, and dispose of that great big Sunset/3rd Rail Santa Fe 2-10-4 steam locomotive model!

It's not just Lionel who does stuff like that, I worked for a Lincoln Dealer when I was in college. We had a brand new Mark 7 that sat for 6 months waiting for an air shock that went bad out of the factory. Their excuse was all the new parts were production scheduled and we would have to wait for the first spares delivery

Lionel does order some loose parts, but for many of the parts they get in the same items you buy, then tear them apart, photograph each part and put it on the website, that generally takes a month or two after we get ours

Curious, I really don't know. But when these plastic cars, etc. are molded. Aren't dies made to make multiple smaller parts, compared to large parts which maybe only one to a mold?

Working for the Chemical Industries, I've visited many plastic manufacturers. One I remember visiting was Revell Plastic. The molded numerous extra small sprue, that were not needed but were replacements for broken or missing on the assemble boxing line, and also catalogued in case of customer not treceiving, missing or broken sprue pieces.

When I had a missing horn on an Atlas Switcher, the nice lady told me thay molded extras and would send me 2, also what color I needed. Woodland, had broken lamps on a building. They said to return it, or if I could repair it, they would send replacement parts. MTH, had broken pilot, trailing wheel axle bent, coupler broken, cracked PS3 board, etc. replacement sent.

Lionel, broken coupler, bent axle, missing bell. Still waiting for replacement parts

You must have a pretty boring life

 

Tiffany