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?  

Original Post

This is very short sighted by Lionel considering the latest up priced catalog that they have just released so that we can pour more money into their coffers to get more Trains that require repairs instead of Joy of Operation that we paid for.

Mikey

We have had the same problem. They are consistent. The service is as bad as the products. Call, message to call in an hour. Call in an hour, same message. Call, finally get a machine to answer, hold, hold, hold, finally say leave message and we will call back.

And of course, no call.

This is not a bash. It is the truth. No new catalog order from us.

Bill Webb

 

Old Hokie 70

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.

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.

Frisco, MoPac, and T&P near Rolla, MO

I called Friday concerning a short in some Southern passenger cars I recently received. They answered with a short delay, and gave me appropriate information. No complaint.

jpc posted:

I called Friday concerning a short in some Southern passenger cars I recently received. They answered with a short delay, and gave me appropriate information. No complaint.

What time of day did you call?

Thanks

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?  

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

Every time we have posts like this we are actually trying to help Lionel. The head of the company simply is not listening. When sales is the driver of your company  you Will not move forward without great customer service. It’s his or her job to make things happen. Excuse time is over. There’s other product out there. 

Rod Miller

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.

Steve

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

Director of Engineering

Lionel LLC

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

This points out the value and power of this and other forums. It would have been difficult to contact Lionel and point out the issue if the phones and emails were not working...

Chuck TCA LCCA ARRL BMWMOA

Last edited by cjack

Thanks Dave for the update, keep up the good work.

Remember damm the alligators, your job is to drain the swamp.

One atta boy award for Dean also.

ChooChooPaul

 

Acela Fella at your service.

 

Last edited by choochoopaul

Dave and all, I am having a problem with Lionel's web site. What e-mall address should I send my issue to?

Frank Ventura

choochoo@technologynation.us

 

 

... Another dedicated member of the model railroad quality control department. whenever I see quality, I try to control it...

 

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

 

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

Gunny

Member since 9/11/2002

mikey posted:

Things could be getting significently worse with Dean Brasseur leaving,big Shoes to fill.

Mikey

I think that's everyone's fear.

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.

The sky is falling, the sky is falling.

Marty

 

Below the Signature...

" Number One, make it "O"!"

 

Emailed Dave and Kate called me with in 2 hours! A big thank you to them both!!

Gunny

 

Member since 9/11/2002

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

JohnB,

I entered my number and all it did was sy "enter your phone number followed by the pound sign" I did and it repeated the message so I did and it repeated the same thing. I must say the service is good once you get them on the phone!

Gunny

Member since 9/11/2002

Just curious. You entered your 10-digit phone number (area code plus the seven-digit number), right? Sometimes people forget to include their area code or also add a 1 to the phone number, creating an invalid entry. Usually when an automated system keeps asking you to re-enter the information, it’s because you provided invalid information.

Jim R. 

Add Reply

Post
OGR Publishing, Inc., 1310 Eastside Centre Ct, Suite 6, Mountain Home, AR 72653
330-757-3020

www.ogaugerr.com
×
×
×
×
Link copied to your clipboard.
×
×