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I need 3 RA's for brand new Lionel products.  In the month of January, I called 14 times at various times of day, waited each time the 10 minutes it takes for the automatic messaging system to come online, left 2 voice messages (many time the mailbox is full), sent an email through "Talk to Us", and have not be successful at making contact.  Anyone having success lately at reaching them?  

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No luck here, either.  I have been trying for a month to get hold of the Service Dept to get them to replace defective parts they sent me back in December.  The parts were not fully molded and won't work.  Emails and phone calls have to date been unsuccessful.  I wish I could find the parts elsewhere.  Their lack is holding up a sale.

The situation is very frustrating.

Train Nut posted:
Paul Kallus posted:

I was on hold about 10 minutes last week...to annoying Nascar crap hold music, and I mean annoying...and then gave up.I figure they're still busy with holiday returns.

Just curious, what is - NASCAR crap hold music?  

It is not music, it is announcer audio from the Ford Ecoboost 400 that reports the crashes and fires and "there's a tire going down on that machine!!!"  Spoiler alert...Jimmy Johnson wins.  I about have the whole dialog memorized now.  And BTW, the race was in 2016.  It is very annoying to listen to, but the bright side is you can't listen more than 10 min because that's when the voicemail comes on and says the mailbox is full 😀

JFC454 posted:

I need 3 RA's for brand new Lionel products.  In the month of January, I called 14 times at various times of day, waited each time the 10 minutes it takes for the automatic messaging system to come online, left 2 voice messages (many time the mailbox is full), sent an email through "Talk to Us", and have not be successful at making contact.  Anyone having success lately at reaching them?  

Same thing I am getting, no answer.  No hold music, just a repeating message.  Their "customer experience" team is unavailable.   

Last edited by VistaDomeScott

Another thought, maybe we as attendees at train shows that "Lionel" the company is present, should let them know, that we as customers are having trouble getting in touch with customer service for warranty work or parts. Tell them about your experience on the phone.  Listen to their response and then respond again to them if you get an unsatisfactory answer.  They need to hear our frustration.  Then you may see changes.

All,

We have identified issues with our phone system. It was updated at the beginning of the month. The IT department is working on it.

In the meantime, if you have called in and have not had success in connecting with someone or receiving a return call, please email me and I will forward on to the Call Center to get you taken care of.

Thanks!

Dave Olson posted:

All,

We have identified issues with our phone system. It was updated at the beginning of the month. The IT department is working on it.

In the meantime, if you have called in and have not had success in connecting with someone or receiving a return call, please email me and I will forward on to the Call Center to get you taken care of.

Thanks!

Good you are addressing it Dave. Thanks

Dave Olson posted:

All,

We have identified issues with our phone system. It was updated at the beginning of the month. The IT department is working on it.

In the meantime, if you have called in and have not had success in connecting with someone or receiving a return call, please email me and I will forward on to the Call Center to get you taken care of.

Thanks!

I can fix those. Not the trains, just the phones.

Scott Smtih

 

gunny posted:

Ther phone system today just says "please enter your number followed by the pound sign" and keeps repeating that same statement.

Gunny

That wasn't the case when I called at 11:12 AM and was on hold for less than five minutes.

 

Bought maybe the last new in box Legacy 3-truck Shay in the dealer network last week expecting it would need to go back to get the truck adjusted. It did...

Last edited by Andrew B.
gunny posted:

Ther phone system today just says "please enter your number followed by the pound sign" and keeps repeating that same statement.

Gunny

Gunny,

     When you get that message enter your phone number, they will ask your name and say someone will call you back in X minutes. I did so a few weeks ago and got a call back from a service rep within 10 minutes. A very nice young man helped me out. Next time follow the prompts you will be pleased. Glad everything worked out for you.

JohnB

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