I've emailed twice about my broken 994 charging base and no response. This is the second time it has gone black...no lights, etc. The power supply is good. It's unusual not to get a reply. Anybody else have this non response?
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Call them. The new Lionel seems to be handling things by phone as opposed to email. Email was the way to go when Mike Reagan was there but I felt back then the phone service was "not the best".
I have nothing but good things to say about the current phone customer service. I have ordered parts a few times by phone.
The only (obvious) drawback is being limited by the customer service business hours.
cjack posted:I've emailed twice about my broken 994 charging base and no response. This is the second time it has gone black...no lights, etc. The power supply is good. It's unusual not to get a reply. Anybody else have this non response?
Yes, I have experienced the same NON Response from the Lionel "Talk to me"!!! Several times as a mater of fact! I don't think they want to talk to me! Some times they will answer their phone in Service Dept after you wait in que for some time!!!
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There was only one service representative working during the summer, and she had to answer emails as well. She did an amazing job.
They have since added another person. The new person seems dedicated to denying service and seems very happy when she constantly quizzed me if I bought my engine on Ebay. I had to tell several times, I bought the engine at Legacy Station.
My Allegheny #1604 went to Lionel for service and was NOT fixed properly, a medical emergency kept me from opening the engine to check it. When I did, the warranty had expired and Lionel had NOT fixed the engine.
Sending engines into Lionel only uses up your warranty period until it expires and they can tell you, "Tough, It is out of warranty," even though they did not fix the Allegheny the first time. What good is a Lionel warranty?
Sincerely, John Rowlen
I have e-mailed Lionel twice this year and both times they answered my questions on the very same day that I e-mailed them. My first e-mail was sent earlier in the year; I asked about a part to the Batman set and Katie reminded me that the set was still under warranty, and the part was shipped right away. The second e-mail was sent on Oct. 18th; I was impressed that I received such a prompt reply when considering that York week was in full swing.
Janet Mattern (TCA and LCCA member)
Katie got right back to me and helped me get my Cab2 repaired. I have good service response when I use talk to us.
Janet Mattern posted:I have e-mailed Lionel twice this year and both times they answered my questions on the very same day that I e-mailed them. My first e-mail was sent earlier in the year; I asked about a part to the Batman set and Katie reminded me that the set was still under warranty, and the part was shipped right away. The second e-mail was sent on Oct. 18th; I was impressed that I received such a prompt reply when considering that York week was in full swing.
Janet Mattern (TCA and LCCA member)
Consider yourself Very, Very lucky ! They must have hired some more help!
I guess one could say “Talk To Us” is intermittent? Luck of the draw?
I've had silence on Talk To Us for a couple years now. I have had to either call or email a person directly to get help. But once I get a person I have gotten excellent help.
It's time for Lionel to weigh in...I'd send them an email instead of complaining here...but...
OK, FIXED! I was just going to call Lionel instead of relying on the "Talk To Us" email but I thought I'd try the charging base again and it works...at least for the moment.
I thought I would report that if you wait 10 days after sending an email, and try it again before calling about whatever is broken, it works again.
You don't really want to hear what "Talk To Us" has to say anyway....it will just make you mad 
