Thank you Lionel.

I would call Lionel back, or email them these photos. I certainly wouldnt take a new loco like that. 

Its not the result of preordering though.... you could have bought that box off the shelf and had the same thing. Its just bad luck. I have some confidence (from past experience with something similar) that Mike R and crew will take care of it. 

This really is not a pre-order issue, unless the dealer opened pre-ordered merchandise to check it out and did not put the wrench back correctly.  Seems more like a warranty service issue.  I would want a replacement or refund myself, not a repair.

What, me worry? 

OK (and "pre-ordering" or "on the shelf" has nothing to do with it, as Boilermaker said), we've all been there, those of us who buy or used to buy (me) big-ticket steamers and other irresitible things. Sometimes this happens, and we go off on a tirade "for what I paid for it this should not have happened/been repaired like this...!". Yep. 

All this does us make you miserable; it does not hurt Lionel (or whoever) in any meaningful way. No one else cares about your/my/our fuming.

So, first: learn a few basic repair skills, if you don't already know them. You could have done a much more presentable paint "repair" than did they. Second, no one did this (the loose wrench) to you on purpose. Third, write a firm but polite letter (like paper, an envelope and a stamp) to Lionel (Mike Reagan) expressing your displeasure. This will also be cathartic (don't shout and don't call names - you'll feel better if you don't, and they might listen).

It's a model - a "toy" (not) if you will. For over a grand, I do not believe that letting this annoyance eliminate your enjoyment of your new piece makes sense.

I say all this from experience. I have fumed over 3rd Rail stuff (primarily) over the years, buy little of it new, and when I take a breath and buy it second-hand, I have the toolbox and hammers out before it ever arrives. Then I enjoy the purchase.

I try to be a little Zen about it. Even works, sometimes.

Boilermaker1 posted:

I would call Lionel back, or email them these photos. I certainly wouldn't take a new loco like that. 

Its not the result of preordering though.... you could have bought that box off the shelf and had the same thing. Its just bad luck. I have some confidence (from past experience with something similar) that Mike R and crew will take care of it. 

Didn't he say this is how it came back from Lionel after warranty repair? With the paint dabs?

lionel89 posted:

 So, I called Lionel and Lionel said they would take care of everything.  UPS just dropped off the “fixed product”.  I am so ****ed.  All they did was put a few drops of paint (maybe a Sharpie paint pen?) on the tender and called it a day.  I keep telling myself that I am being unreasonable, but then I think about how much I paid for this locomotive.  Never again.     

 

 

I had the same "paint repair" experience with my kids' Polar Express "courtesy" of Lionel. They used a gloss black instead of flat black. My three year old paints better!! ��

I believe if you call them, remain civil and ask nicely they will make it right by getting you a new one with unblemished paint. At the end of the day with the distance these things are traveling there are bound to be issues. Hang in there and things will work out!!

BobbyD posted:

Boilermaker1 posted:

I would call Lionel back, or email them these photos. I certainly wouldn't take a new loco like that. 

Its not the result of preordering though.... you could have bought that box off the shelf and had the same thing. Its just bad luck. I have some confidence (from past experience with something similar) that Mike R and crew will take care of it. 

Didn't he say this is how it came back from Lionel after warranty repair? With the paint dabs?

lionel89 posted:

 So, I called Lionel and Lionel said they would take care of everything.  UPS just dropped off the “fixed product”.  I am so ****ed.  All they did was put a few drops of paint (maybe a Sharpie paint pen?) on the tender and called it a day.  I keep telling myself that I am being unreasonable, but then I think about how much I paid for this locomotive.  Never again.     

 

 

 

Hence I said to call them BACK. 

Like I said, something similar has happened to me where I sent something in and it came back worse than it left my hands.  Hence, the advice I provided is based on past experience.  

When things just shipped they may not have parts to fix it. I'm not saying the "repair" is excusable, but they may not yet have another tender or shell to substitute. 

What a shame , new items should be perfect.
Is there a name or sheet on who did the repair?
Hope that Lionel reads this forum and understands that posted incidents like these will affect there pre-order sales

Fortunately or unfortunately I can not afford new items and only buy used/prewar and these always come scratched and dented.

Everyone views that differently. I would have just touched that up myself and not shipped the whole thing back. Yes I know what it costs, I have two of them. Considering where that is at, and no one will see it anyway when displayed or running... you have to weigh the issue versus the risk of shipping back and forth. The chances of receiving something with a little cosmetic blem, or part that has fallen off these days is very high. This topic is brought up every time something big is shipped... remember the Berks with the axle/journal issue, just off the top of my head. Personally I would rather deal with a little paint ding than a backwards hatch, but both have simple solutions for me.    

Did you call your dealer and see if they can help you at all. With BTO and the cost of this engine, I would want a new one but they might say they have no more to send you. 

The dealer has been very helpful.  It just blew my mind when the locomotive came back from Lionel.  I have always gone above and beyond to please customers.  I just expect the same. 

For that kind of money it should be flawless ... or send it back again.

Then we'll know if Lionel really stands behind their products ...

One dealer I used to by from lost future sales when he told me to send an engine I had JUST purchased from him to the factory when it didn't work out of the box.  He refused to exchange it "because ZYW (manufacturer) needs to know about these problems directly."

In other words, he was a dork and lost all future business (which had been sizeable in the past.)

I hate when I get something brand new and it has a blemish, ding mark, unattached whatchamacallit, engine that goes on a health kick and stops smoking, cockeyed decals, flickering lights, et al. I get why Lionel 89 is miffed. I mean, who would want a new shirt with a missing button?

Now, I do admit that I'll try to remedy the situation myself before shipping it back, but mostly because I don't want to give it up - I bought it after all - and packing and shipping is such a pain in the tuckus. But even when I can fix something, which isn't often unless taking cash out of a wallet can be considered "fixing", it grates on me to the point of physical maladies that I should probably measure and track. In the event that it ultimately kills me, at least my wife will understand what happened. 

Hey, just thought of this, but maybe having a forum like this where you can let off a little steam when these things happen is good for one's health.

Yes, that's it, go ahead, let it all out. If you can't do this among friends - we are friends, right? - where can you do it?

Borrowing from another recent post -  - which I think means I'm trying to be funny.

One dealer I used to by from lost future sales when he told me to send an engine I had JUST purchased from him to the factory when it didn't work out of the box.  He refused to exchange it "because ZYW (manufacturer) needs to know about these problems directly."

Just last month I had a plumbing supply house tell me to deal with the manufacturer after one of the parts I purchased from them was defective. This was after spending many thousands on everything required for the build of a new bathroom. Their presales support was very good, but I will never do business with them again.

UPDATE.  Lionel just called and offered to replace the tender.  Thank you!

lionel called you? Mikado must have seen your post.

RonH posted:

What a shame , new items should be perfect.
Is there a name or sheet on who did the repair?
Hope that Lionel reads this forum and understands that posted incidents like these will affect there pre-order sales

Fortunately or unfortunately I can not afford new items and only buy used/prewar and these always come scratched and dented.

 

Glad that Lionel called you and will solve the problem.
This is a "Thumbs Up For Lionel".
Lionel keep the mew stuff coming