Warranty on Lionel, process

Are you a tinkerer, or a collector?  We are a market largely made up of tinkerers, as is the case with most hobbies.  Some of us may also be collectors.  Collectors often gripe.  But most of us would rather fix the little problems ourselves if we can because we're challenged by it, as part of the learning the hobby, and because experience has shown that shipping very detailed items back and forth causes more breakage than it fixes.

For its first 80 or so years manufacturers to our hobby didn't offer scale-sized models having many, many tiny little details so there was little damage.  Now the models you pay so dearly for, because of their increased detail, are the easiest to be broken in shipping and handling.

What you're experiencing is common across this industry, and with most hands-on hobbies.  There are of course, some exceptions but not many.

The idea that you've spent big money and thus shouldn't have problems comes from your experience with other markets, e.g. automobiles, appliances, fine jewelry (like a swiss watch), and even sewing machines.

It doesn't apply here.

If the deficiencies really bother you then send your item back; otherwise we welcome you to stick around here and learn how to fix things yourself.

Mike

Lionel has been very good about doing warranty work even beyond the published warranty period on some products. They also have been liberal on giving out labels for free shipping back to their repair facility.  Just send your defective product to them, especially if it has been recently purchased (and beyond the period the selling store will issue you an exchange or refund.)

What Lionel is not good at is with communications once the item is in their North Carolina shop. There rarely is any opportunity to communicate back and forth with their techs to discuss and further clarify the issue. You'll need to write a detailed explanation of the problem when you first mail them the product. A day or two before they ship the item back, you will be sent a cryptic note explaining in a few words what they did to fix the item. At times, the item will not be properly fixed and you'll need to send it back to them for a 2nd repair. But at least the 2nd return label will be free also! 

It just takes time and a little/some/much frustration.

The good news is that your product will eventually be properly fixed and you won't spend a dime except for the cost of gas to and from UPS or FEDEX.

In the final analysis, IMHO Lionel does a good job standing behind their products. (Manufacturing QC for all the toy train manufacturers is a whole different discussion.)

Well you may not want to hear this BUT what do you think they are going to do?  Most likely glue it.  I don't like it either but that is the most likely reality.  So do you risk shipping the engine and caboose back incurring more damage or just glue it yourself.  AGAIN, I don't care for it either and not defending it, but if all else is working I think I would handle the repair myself.  Now it it was something on a larger scale like your Triplex bell by all means that should be handles without you needing to open up your locomotive.

I myself as Bruce pointed out always had good service from Lionel but never need a detail item repaired.

Lionel could have responded better.  That aside, the big boy is an easy repair.  Its not broken.  The handrail just popped out of the hole.  A tiny drop of glue and gently press it back in.  I would not ship the engine back for a handrail.  As Marty said, shipping is likely to cause more damage.  I've had handrails completely fall off just taking it out of the packaging.  Drop of glue, press back in its hole.  Perfect.

The caboose is clearly broken.  You could glue it and call it day.  Lionel should have offered a replacement or repair.