It sounds like there have been plenty of positive outcomes, but I just think that they should do a better job in managing this process. I think this thread proves that. So here comes my rant:
Having to wait on hold for extended time just seems insane to me. Maybe I'm the insane one. Pandemic or not, my business has seen bumps and we are an American manufacturer. We rarely have missed delivery dates nor do we ignore customers. Customer service can be done from a home office if needed.
A Lionel online portal and submission system would make too much sense to track your order/returns/repairs.
In my situation, they (Lionel) did well. I certainly don't have the patience to wait 40 days for a response, so I'm going to figure it out and pay for it on my own when it should have been a warranty issue. I bet they count on that to save money. They have little competition, so why should they improve? Just my opinion.
