Lionel Warranty Service

I certainly like the good news.

Thanks

Larry

Here's some more good service news. My wife bought me a 213 Lift Bridge for Christmas when they came out in 2002. It's been in the box since, waiting for me to build a new layout to feature it. That time has come so I removed it from the box to work with it and discovered the lifting cables were not in the box. I emailed Lionel and had 4 cables in my mailbox three days later no charge. Thanks Lionel!

Jim,

   A lot of the time it's the shipper that causes the problems, and Lionel ends up picking up the tab, Lionel still top dog with me, ask any Legacy owner how Lionel backs their 990 Legacy package, no company comes close.

PCRR/Dave

DITTO  !!!!!!!!!!!!!!!!!!!!! All above.  Been there done that .  

Brent

I am a Certified Lionel Tech and deal with Lionel many times in a week.  They are great with parts.  Dean Brasseur who is in charge does an excellent job.   I get all parts orders usually in two days.

I sent a warranty one time returned in less than a week. Sent a out of warranty and after paying the service charge which was reasonable the repair was back here in maybe ten days. The competition can learn from Lionel. 

Over the last years, I have sent a LC+ Hudson loco, Pere Marquette loco, Pocahontas loco, Legacy CAB2 remote for warranty service and all have been returned in the above time frame fixed; no complaints here.

My most recent experience has been pathetic.  New Veteran's SD60 wouldn't program so paid to ship it for warranty service.  Two weeks later received a new one because Lionel said parts were not available.  Sounds good right?  Nope.  Opened box and paper from Lionel says "engine replaced with new one test run 4 hours everything ok".  I put it on the track and power it up and the headlight doesn't work.  So much for the 4 hour test run.  No I don't think it was damaged in shipping back to me.  I have yet to receive my engine back yet.  Engine was purchased 6 weeks ago.  To me that's totally unacceptable.  Poor craftsmanship, quality control, and service is what Lionel stands for.

MLAT posted:

  Poor craftsmanship, quality control, and service is what Lionel stands for.

I was sympathetic to you dilemma until you wrote that. 

MartyE posted:

MLAT posted:

  Poor craftsmanship, quality control, and service is what Lionel stands for.

I was sympathetic to you dilemma until you wrote that. 

I understand your position.  I also understand that there are always going to be some issues when products are made, but when issues arise they should be handled efficiently.  IMO major shortcuts are taken that sacrifice quality.

Marty Fitzhenry posted:

Press AUX-2 and turn the headlight on.

I tried that along with an engine reset multiple times before sending it in.  I contemplated just dealing with it out of frustration. 

Just chiming in ....

Two weeks ago, I purchased a new Lionel Legacy Polar Railroad K4 from an OGR sponsor.  (First new Lionel locomotive for me since 1956!)  Out of the box, the fan smoke motor was a "whiner."  After a bit of back `n forth with Lionel's Customer Service, I received an RA to send it in for warranty service, which I did last Saturday.  On Thursday, I received an email indicating that it was shipped back to me.

Very impressive turn-around service.

I know of a guy who recently sent back an engine with no headlight.  A nasty note came with it.  I pushed AUX-2 and guess what.   It takes all kinds.  Most people are great when they have an issue.  MOST people are way  too smart to read the book.  I wish I knew everything like some do.  I own over 300 engines of my own and read the book on every new engine I buy.

People sending repairs back to Lionel today get excellent plus service and work.  Dean Brasseur the head of Customer Service (repairs) gets things done.

Marty, I'm in complete sync with you. Those "way too smart to read the book" keep me employed.��