I sent my Vision line Gs4 back to lionel on Feb 26th when I had problems with it. I haven't herd anything back from lionel nor have the engine should I be concerned?
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Did you get a return authorization number? When you sent it did you track the delivery?
If the answers to those questiions are yes, I wouldn't worry. I sent a piece back to them on December 22 and got it back March 21st.
I did get a authorization number and the package did make it there. I would think they would had made me a follow up call or something.
No followup or confirmation the they got it. I just got a Fedex notification that a package was coming from N.C.
I just got my Vision GS-4 back last Thursday. It took 7 weeks round trip.
Good to know stuff is getting turned. I wish Lionel would give you confirmation and notify you when the ship it back. I sent in a Cab-1L that wouldn’t send RF to the base. FedEx dropped it off Feb 25th and still don’t see anything coming back. As I understand they don’t have many techs so some wait is understandable but no commutation is what gets people worried
They just don't invest in customer service. If they did, they would answer the phone, send emails upon receipt and when shipped, plus faster turn times and be able to take out of warranty repairs. So there you have it.
I sent my Vision Line GS 1 in on Feb 17 because the Tender Coupler and backup light stopped working and the front of the Tender was crooked and Fell off,hoping that it comes back in one piece for the kind of money I paid for it.
Mikey
@superwarp1 posted:They just don't invest in customer service. If they did, they would answer the phone, send emails upon receipt and when shipped, plus faster turn times and be able to take out of warranty repairs. So there you have it.
And why should they!!!!
they have no competition!
the bean counters rule there.
"the bean counters rule there."
No margin, no mission.
If they don't have enough staff, as suggested above, I'd think that extensive communication is lower on the list of priorities. Unfortunate that turnaround times are longer than desired, but if the pandemic has led to increased purchases, increased operation and increased warranty work, it would not be a big surprise that turnaround times have increased. Not to mention potential loss of staff time to sickness and worse. I'm amazed at the lack of understanding and compassion shown at times for the overwhelmed employees of various companies and agencies (e.g., Post Office).
We're in the midst of one of the great disasters of our lifetimes. Worth remembering before attributing problems to greed, malice, stupidity or incompetence. Perhaps in your life everything is going business as usual, but I can speak for hospitals and say it's anything but. Lots of people not getting the care they need because we are up to our you know what in alligators. Lots of suffering, burnout and weariness that compromise our ability to do what we used to do. If you are not stressed, feeling overburdened, etc. consider yourself extremely fortunate.
I sent a engine in on 2/22 and received it back on last Thursday. Granted it came back in worse shape then when I sent it.
@Landsteiner posted:"the bean counters rule there."
No margin, no mission.
If they don't have enough staff, as suggested above, I'd think that extensive communication is lower on the list of priorities. Unfortunate that turnaround times are longer than desired, but if the pandemic has led to increased purchases, increased operation and increased warranty work, it would not be a big surprise that turnaround times have increased. Not to mention potential loss of staff time to sickness and worse. I'm amazed at the lack of understanding and compassion shown at times for the overwhelmed employees of various companies and agencies (e.g., Post Office).
We're in the midst of one of the great disasters of our lifetimes. Worth remembering before attributing problems to greed, malice, stupidity or incompetence. Perhaps in your life everything is going business as usual, but I can speak for hospitals and say it's anything but. Lots of people not getting the care they need because we are up to our you know what in alligators. Lots of suffering, burnout and weariness that compromise our ability to do what we used to do. If you are not stressed, feeling overburdened, etc. consider yourself extremely fortunate.
I understand stand what you are saying. But when I order a 2 thousand dollar engine and it comes in late. Doesn't function correctly and has paint problems. I want it fixed and I want it done timely. This isn't costumer services fault. Its Lionel not having any Quality Control what so ever they really need to step their game up a notch.
@Christopher Bradley posted:I sent my Vision line Gs4 back to lionel on Feb 26th when I had problems with it. I haven't herd anything back from lionel nor have the engine should I be concerned?
According to Aaron 5 hours ago (I had to get an RMA), the brief simple answer to your brief simple question, is 5-6 weeks. You are about due. Give them a call.
Well you have answered most Of my questions, I sent two Legacy 990 remotes and bases in for LCD screen update 4 March 21 and three emails and two calls on the phone put on hold for over 30 minutes and no answer I hung up. Yes I did get a RA but no response for a new RA for the third 990 update, with MTH gone and all the electronics involved in the DCS system and the problems with Lionel where does the Model RR hobby stand???????????
Mike
@1slowstang posted:I sent a engine in on 2/22 and received it back on last Thursday. Granted it came back in worse shape then when I sent it.
Care to elaborate？ Sorry to say I kinda like hearing other’s stories because then I don’t feel like I’m the only one this happens to!
@JamesRx posted:Care to elaborate？ Sorry to say I kinda like hearing other’s stories because then I don’t feel like I’m the only one this happens to!
Sure I sent my trainmaster in for a clicking from the rear truck. Somewhere between here and NC one of the antenna holders broke so lionel warranty glue it back on. When they did it turned the shell white. Then on the return trip the rest of the holders broke off. I called them on Monday and emailed theses pictures to them and I waiting on a response. I disappointed that this is a good repair.
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They don't care. Plain and simple.
Is Lionel service the only one that is able to repair or update the legacy remotes and bases? I would not have a problem paying for repair or I could do it my self if parts and software was available? I have one new 990 with 1,0 software that I need a RA for.
@map posted:Is Lionel service the only one that is able to repair or update the legacy remotes and bases? I would not have a problem paying for repair or I could do it my self if parts and software was available? I have one new 990 with 1,0 software that I need a RA for.
Yes. It's been this way since the Legacy system was released.
