I do not usually use the forum to complain, so please do look at this as a complaint as much as a request for help.
After two answered calls to Customer Service and multiple calls on hold waiting patiently for someone to answer (I'm on one now waiting for someone to answer) usually for 45 - 60 minutes before I give up or something else comes up. Hopefully, someone from Lionel will read this and get back to me via my listed e-mail or better yet, by the telephone number associated with the order number above.
In early November I ordered replacement smoke resistors for my NYC scale bay window caboose using the part listed in the exploded diagram. There is an earlier thread about the dead resistor around the Lionel Parts Sale date. Anyway, I ordered more than anyone could need, six (6) using the part number in the diagram. What was sent is a resistor at least 2 times longer and twice the diameter part #6-17652, I called and after a few tries and e-mails I spoke with someone, Aaron. He was extremely nice and wanted to help. The only thing he could think of was that they were picked from the wrong parts bin or mixed in with the correct part. I sent the photo below and he agreed, they are the wrong ones. He would resend them and told me to keep what they sent because it is not cost effective to return them. Okay, about two weeks later the replacements arrive, they are the same resistors. After another email with a photo and attempted calls I get to speak with the same person as the last time. He apologizes but admits he is not sure what is the correct part number or where to find them. He tells me the Parts Manager, also named Aaron, will call me to straighten this out. Again, keep the resistors.
Well, it is now another couple of weeks later and multiple unanswered calls and have not heard from anyone nor have I been able to speak with anyone. I have 12 resistors I may never use, Lionel has my money as little as it may be and I do not have the parts.
Is it a big deal in the grand scheme of things today, no. But this just is not right. It is no way to treat a customer. Boy things have changed...
I look forward to hearing from someone.
Mike
PS: The banjo music does not bother me as much as the recording that my call is important to you, your agents are busy helping others and someone will be with me as soon as possible (sic).
PSS: I am still on hold going on 45 minutes according to the timer on my iPhone.
