Q. for Lionel Dealers/Retailers

Speaking as a dealer, generally it's up to the dealer to pay for defective returns to (most) manufacturers.  Return call tags are sometimes issued depending on the item and the customer.  We are a service station for Lionel & MTH, so we try to avoid shipping defective items back, however we always offer ship back items we sell and can't deal with at our expense as service to our customers.

So, if you were able to repair it, Lionel would reimburse you a specified shop rate and supply the necessary parts, and neither the consumer nor the dealer would incur a cost....is that right?

 

Since entering the hobby I have only purchased rolling stock from my LHS and since I have never had any problems with these items I have had no need to return anything.  I have purchased my engines online.  My Vision Line engines have to go to Ohio, but Lionel pays for shipping to and from on those returns.  When I have received defective engines I have dealt directly with tech support.  Tech support has done a good job, but if I could avoid the delays and costs associated with shipping that would be better. 

 

The obvious way to achieve this is to purchase from my brick and mortar hobby shop, but it does seem that would put the dealer on the hook for an engine that could not be repaired. 

 

Is it bad etiquette to take a new defective engine purchased on line to a LHS?  Lastly, and this is probably a question for Lionel, but how do they decide what has to be shipped to Ohio and what should be taken to a factory authorized service center?

 

I sure hope these don't sound like foolish questions. 

 

Hello Principal RailRookie........

Well you can operate postwar and MPC,LTI lionel and not have to deal with with those problems of modern lionel.  There are plenty of parts suppliers such as Jeff from the train tender to do the simple repairs at home working on those older trains and to keep them running for much lower cost. just a thought

the woman who loves toy trains

Tiffany

I'm not a dealer but I believe Lionel pays "authorized service centers" for the necessary parts and labor. There used to be a dealer in my area that would repair any new locomotive still under warranty no matter where it was purchased. Having said that, I get the impression that most "authorized dealerships" prefer to repair items purchased from their own store. Lastly I've found the most competant folks for modern era trains are those in Ohio, not to mention the turnaround is usually only a couple of weeks. I mean no disrespect to those "authorized shops" but I believe Lionels Ohio service station has the advantage because thats "what they do" and have the necessary tools,parts,and expertise all at hand. I would not take a locomotive to a store where it wasn't purchased for repair, seems like a bit of a "slap in the face" so-to-speak.

I would certainly think so, but I guess some folks do that.  It's certainly not something I would do unless a store I was dealing with regularly offered a repair service AND knew me well from my past dealings with them.

How many LHS would test run a new locomotive before being purchased or after being purchased then replacing the locomotive if defective?

 

TEX

Steve

Mine will.

 

Rusty

I guess you could but 1) I personally think its a pretty chickencrap request to expect an LHS to take care of it when you didn't purchase from them. 2) I wouldn't hold it against a dealer if they told you to take it up with the online store or Lionel.

 

Lionel will reimburse a Service Center for a repair, but its a pittance

Our store has no problem test running an engine on the store layout before purchase. We give all our engines in our showcases a quick test run before we put them in there.

Being an Authorized Service Station we do except items needing service purchased elsewhere but naturaly that is not our preference, no money to really be made. Our hope is to win the customer over with our freindly service for future purchases.

So, if a person moves and no longer has access to the original LHS where he bought the train, he shouldn't expect the current LHS he lives near to repair it?

 

Do you take your car back to the place of purchase if you move away?

 

I would think a LHS would be honored/proud to offer to repair a train someone brought in regardless of where it came from.

I did not know if the compensation paid to service stations by manufacturers  to fix defective products would be sufficient to make the repair worth the dealer's time.  Apparently the answer is no.  Of course I know that dealers are competing for the initial sale, so it made sense that they would be less than enthusiastic about fixing defective engines purchased from another retailer.  Better compensation for the repair would make the repair more attractive though...I imagine.

 

I do wish to patronize my LHS, but I have to perceive a value to purchasing locally. The perceived value need not always revolve around my cost.  I would like to develop a relationship with a dealer, but that has to be a two way street.  Some of the shops in my area are not the friendliest places to do business. 

 

When I was a senior in college I literally had $6K in my pocket when I walked into a motorcycle shop to buy a honda.  The sales staff did not acknowledge my existence.  I walked out and bought a yamaha down the street.  I have felt like I was imposing on a few of the train shops here.

 

In terms of cost, I understand the retailer has overhead costs, utilities and salaries to pay, but I do not think it is unreasonable to hope for a discount from the retail price for an engine that will never spend a day on the shelf.  Is this a reasonable expectation?  I don't know the margin on a $1200 engine, so perhaps this is an unreasonable expectation to have for a LHS.  

Your LHS sometimes wears a 2nd hat and that is being a Authorized Service Center for both MTH and Lionel.

 

You are not bringing the engine back to another Hobby shop but to a Lionel or MTH service center. If you call MTH they will tell you where the National Service Centers are that are close to you.

 

LHS should not have a problem with taking your return if they are a Lionel Service Station or a MTH National Service center. It was there choice to wear these hats.

Bill Henning

If I lived in PA with your attitude about this subject, you can bet I would be doing business with you a lot.

I must be an odd ball here, but if other Authorized dealers would not fix my Lionel trains, you can bet I would not be back in that store.

Larry Peterson

Erwin TN.