THANK YOU LIONEL for great service

Well good for you, Ray. This is certainly something we don't see or hear of very often in this day and age.

Ray,

    You didn’t mention it but on Legacy components (base, remote, charger) Lionel does repairs for free. They used to pay shipping back and forth don’t know if they still do but all my Legacy components are alway working.

JohnB

Yes, John, not only did they repair the Legacy remote and upgraded the software on both the remote and base, they paid for shipping going and coming. I was glad for that.

Just goes to show how committed Lionel is to it's Legacy systems. I would have gladly paid for shipping to Lionel for the free repair, but they covered it.

I had an MTH DCS system some years ago. The thumb wheel on the remote went out, not unusual. I had to pay for the replacement wheel and shipping. And then I had to install it myself. It was out of warrantee, so I expected these costs.

RAY

I recently had a similar experience with Lionel fixing my CAB2 controller and upgrading the software.  They paid shipping both ways, fixed it and had it back to me in a little over a week.  Their customer service, repairs and status reports via e-mail were all outstanding.  I'm a very happy camper.

I also had a similar experience early this year. I had two issues. My brand new #991 Legacy Cab-2 Remote Controller would not work right out of the box and my original #992 Legacy Command Base, which I have had for many years, had suddenly stopped working. I reached out to the Lionel Service Department, and they were very helpful and professional in explaining what I needed to do and the expected time for the repair process, which I recall was approximately two months.

Lionel repaired both the Controller and the Base for free and paid the shipping for them both ways. Regarding the Controller, that came as no surprise. However, for the Base, I fully expected to have to pay for the repairs and the shipping, but was pleasantly surprised when that turned out not to be the case. The entire the process took a little longer for me than for Ray or Norb, but the total time was only about six weeks, which was still less than what Lionel estimated.

Pat

This is encouraging.  I purchased a new Cab1-L and Base1-L in April.  When I fired it up the base and remote wouldn't talk to each other (step 1).  I even went to the effort of turning off all wifi and other wireless devices to test it, no go.  The support person gave me an RMA and a prepaid USPS label.  I sent it in and about 5 business days later I got an email from Lionel that they received it, that was 4 days ago.  They did tell me 4-6 weeks as well, but based on the above, I'm hoping for a little magic on mine as well.

I'll post an update when I hear something from them.

It’s great to see others who share my perspective on Lionel service.  Thank goodness there are many people left in the USA who are nit angry malcontents, alway offended.  Companies exist to make money and serve their customers, and it’s been my overall life experience that speaking directly with a human is always better than ranting on social media.