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My O gauge Lion Chief Polar Express engine was having problems. So I called Lionel and they sent me return instructions and I sent it in. Mailed it on 2-7-17, they received it on 2-9-17. Got an email 2-20 saying it was fixed and on the way back (had board damage??).   Picked it up at a UPS store last night (signature required) 2-23 repaired and running great!    I have to say I am VERY impressed with the service that they have provided me!   No I was not happy that my month old engine quit, but they fixed it and got it back to me in what I consider excellent time!     THANK YOU LIONEL!    If this engine holds up I will build a fleet of LC+ engines!   

Jim : )

Last edited by carsntrains
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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!

Last edited by NYC Z-MAN

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.

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.

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.

Last edited by Marty Fitzhenry

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OGR Publishing, Inc., 1310 Eastside Centre Ct, Ste 6, Mountain Home, AR 72653
800-980-OGRR (6477)
www.ogaugerr.com

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