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Update on my Big Boy that has been at Lionel for repair since 1/9/2015.

I sent an e mail late Friday through the "talk to us" on their site. Asked for an update on my RA # and first thing this morning I received a nice message from a young lady named Meghan who I think I have spoken to on the phone (I picture red hair & freckles) .. anyway she explained that they are looking at two - three weeks wait.. which is right about were we are now. Meghan went on to explain that they are still inventorying parts for this loco and considering the number of parts in the tender alone that's a bunch. The inventory process is what is backing up repairs as one has to be done before they can do the other.

When I consider what she said about the sheer number of parts in these beasts I guess I can understand. She told me they are trying to get my engine back as soon as they could and asked I be patient a little longer.

She was so nice about it that I cant help but say OK I'll be patient... a little longer....

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Hello, I talked to Lionel on Friday. Agreed, Very nice group in Customer Support. Mine the 4014 has also been at Lionel since 1-9-2015. Not sure what your problem was but mine arrived with the front frame broken in half and the pilot hanging. Sounds like we are looking at at least 2-3 weeks more if lucky. Looking at the parts diagram looks like it needs the whole front frame assembly to avoid major pain and rework.  Not bad for a $1.9K purchase LOL. That's what I get for ordering from the east coast shipped via UPS to Colorado during xmas rush. Truthfully however think is was broken when it was packaged in China. Happy Railroading and Good Luck!! Cheers Don 

Don,
Mine was perfect .... for a week! Then all of a sudden the tender went dead. Engine ran fine and sounds from the engine just nothing from the tender... dead ... muerto! I asked why ,seeing as the loco was all of a week old ,they didn't just give me a new tender.. Meghan explained that the policy is to repair before replace.. But in your case I don't see how that's possible.
Originally Posted by Lee Willis:

I'm still waiting on a response to my inquiry about my LC+ GP-7s.  Not sure I will ever hear, but no one will die if I don't.

 

they are good people though, just overwhelmed I think by quality problems with the Berks and some of the LC+ stuff, as I see it. 

BINGO!!

Straight answers go a long way.. don't BS me about what's going on.. if you don't have the answers either find out and get back or give me to someone who does know.

The first response from Meghan (who is very cute ..but.. still a redhead w/freckles in my head ) was the usual ..Lionel appreciates your biz.. we are working hard to fix.. canned response that one would expect from a cust serv rep... 

When I asked specific questions about my loco she was quick to reply with detailed answers to all my questions. The way you deliver the news can help also.... as I said she was pleasant enough to convince me to wait a little longer... 

 

I'm sure Brian is right ..it will be on my doorstep soon.. positive waves!!

 

Originally Posted by Lee Willis:

I'm still waiting on a response to my inquiry about my LC+ GP-7s.  Not sure I will ever hear, but no one will die if I don't.

 

they are good people though, just overwhelmed I think by quality problems with the Berks and some of the LC+ stuff, as I see it. 

Lee, I don't think quality is the problem, just the lack of it.  Bob S.

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