Is Dean B still in charge of the Parts and Service Department?
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Yes Dean is still there at Lionel service. It does sound like he will retire sometime this year though.
I've had good luck with Dean, but realize they seem to be over worked currently.
Jim
Just checking, because "dean@lionel.com" was not deliverable.
Use "Talktous@Lionel.com". Dean implemented new contact procedures for Service stations and Dealers on 12/20/2018. This was so he could respond to his service stations in a more timely manner. He may have dropped his personal email account at that time. Sorry I cannot give you the new info. That would defeat the purpose of the change.
Forest @ Zeiders Toy Train Repair
Forest posted:Use "Talktous@Lionel.com". Dean implemented new contact procedures for Service stations and Dealers on 12/20/2018. This was so he could respond to his service stations in a more timely manner. He may have dropped his personal email account at that time. Sorry I cannot give you the new info. That would defeat the purpose of the change.
Forest @ Zeiders Toy Train Repair
You can use Talktous all you want, they don’t return those emails either! I sent them 3 of those weeks ago, and have received no replies yet!!! Why do they list an email for communications if they don’t reply!!!
Fredstrains
You used the wrong email address. Dean's email address at Lionel has always been dbrasseur@lionel.com. I emailed Dean just before the holidays for a question on parts. The email worked fine and he always gets back to me.
Hello, I do not know the situation now, but during the "Mogul crisis", there was an email problem in which Lionel did not receive my emails and I did not receive theirs. We had to use the telephone to communicate and they had to use the USPS to send the RA to me. I have not had any reason to talk with Lionel Service since.
Fredstrains posted:Forest posted:Use "Talktous@Lionel.com". Dean implemented new contact procedures for Service stations and Dealers on 12/20/2018. This was so he could respond to his service stations in a more timely manner. He may have dropped his personal email account at that time. Sorry I cannot give you the new info. That would defeat the purpose of the change.
Forest @ Zeiders Toy Train Repair
You can use Talktous all you want, they don’t return those emails either! I sent them 3 of those weeks ago, and have received no replies yet!!! Why do they list an email for communications if they don’t reply!!!
Fredstrains
HA same result here, sent emails to talktous with NO response
In the back of their new catalog there's a page stating "world class customer service" ?????
Maybe the new catalog was just a joke, the real one is coming out tomorrow!
I have a different take on this. Lionel parts and service have been brilliant in all the times I have ordered from them. I had reason to phone them last week - the first time ever - and once they had got over the shock I was phoning from England they were helpful and factual in their support.
Good on them.
MIKE
RickO posted:Jim Sandman posted:Yes Dean is still there at Lionel service. It does sound like he will retire sometime this year though.
Boy that's very telling. Who takes a new job only to retire two years later?
Dean was hired in 2012,that's an awful long 2 years. 
Doug
Forest posted:Use "Talktous@Lionel.com". Dean implemented new contact procedures for Service stations and Dealers on 12/20/2018. This was so he could respond to his service stations in a more timely manner. He may have dropped his personal email account at that time. Sorry I cannot give you the new info. That would defeat the purpose of the change.
Forest @ Zeiders Toy Train Repair
Sorry, I need to disagree. I have been sending emails to "Talktous" since Christmas, almost a full month ago. To date I have sent (3) of them and have not received a reply back on any of them except the "automated one" that tells me they have received it and not to keep sending multiple ones. Ditto on the phone number..no response at all.
Very frustrating from my favorite toy train company. After 55 years, I may be making a switch. I certainly will not be reserving any new product from the catalog coming out today.
I will keep trying since I need my products repaired before the warranty runs out.
Donald
Donald why dont you just ring them - I did and very helpful
mike w posted:Donald why dont you just ring them - I did and very helpful
Yep...best advice given here.
