Purchased 2 of the new Frisco 86' boxcars recently. Was getting ready to put on track for first time and noticed that 1 of the trucks was broken on 1 of the cars. Called Lionel to arrange a repair and was told they did not have any couplers for this car. I could understand that for a new item, but what was disconcerting was that no alternative was suggested other than trying to retrofit another style of coupler that they had in stock. This option is not attractive given the length of this car which is why the special couplers were being used. Given that Lionel did not have the part I needed in stock and that the car was brand new (never even on the track), I expected that I would be offered a replacement. It was not to be, this despite the fact that I have spent a not-so-small fortune on Lionel products over many years. I expressed my unhappiness to the person I was dealing with but nothing changed and no alternative remedies were suggested. That's the bad news!
The good news is that I then called Nicholas Smith where I purchased the cars. They offered immediately to exchange the car with the bad couple for a replacement. I was very favorably impressed and bought a 3rd (single) Frisco 86' boxcar as well (there are 3 altogether).
My story ends well, but I wish Lionel would improve its customer service. I understand there will be problems with new items occasionally, but in a situation like this - where a specialized part was needed - offering a replacement car would have made me feel a lot better. Like many on the Forum, I am a very good customer.
Yes, in the end this is small beer, and I suppose Lionel knows it has guys like me hooked!
Cheers to Nicholas Smith - thanks Joe!
