Here is Lionel's response.
Have your customer re-program - following the steps below exactly:
Unplug your command base and turn off track power
Put the engines PROG/RUN switch into PROG
Put the engine on the track correctly
Plug in your command base and turn on your remote, then turn on track power
With your remote press the following:
ENG + whatever number you want to assign it as + SET + the AUX1 Key + 1 (where one would have been previously on the touchpad, now the volume up icon)
Unplug your command base and turn off track power
Put the engines PROG/RUN switch into RUN
Plug in your command base and turn on your remote, then turn on track power
(It is important that he is turning his command base off, not just turning off the remote)
Then, ask them to test run the engine. To bring up the sounds he is missing, ask him to press AUX1 + 1 several times. If that doesn't work, have him press the whistle then press 1 several times.
Let us know what happens,