On 17 January, my CAB 2 failed to function. After proceeding through all of the normal fixes and work arounds, I called Lionel, support.  I was put on hold and listened to repetitive NASCAR race accounts for thirteen minutes.  I hung up and tried to connect several hours later and had the same result.  After several rounds of NASCAR  again, this time I was asked to leave a phone number and my call would be returned.  The call was not returned.  On Tuesday, the 21st, I called again and again endured the racing recording and again left my number, again no return call.  I have tried several times since, this morning being the most recent.  Today, I tried to reach the operator and again, no live answer, and again was put on hold, this time with music rather than racing to listen to and I was asked to leave my number so I would not lose my place in que on the wait list.  When I tried to leave my number, when keying it in, I was unable to do so.  The request to punch in the number just kept repeating itself.  IS LIONEL SERVICE CLOSED?  In all of my years, having had many contacts with Lionel, I would have to give them high grades for prompt and courteous service, but not this time.  Help is needed and for more then two weeks Lionel is AWOL.  Please help!

Original Post

I have had the same experience. That NASCAR stuff got a little old quickly. I'm chalking it up to some kind of transition the service dept is going through at the moment, hopefully they will get it ironed out soon.

Last edited by Chuck Sartor

That’s why I buy my trains from a dealer that is a supporter of the forum here. Any problem I have had, Charles Ro has top notch service and I don’t bother to go through Lionel. 

I do agree though, it is sad what has happened to Lionels service. In the new catalog inside the back cover, it says word class customer service. I just hope it does get better because we do need their service department too. The dealers can’t do it all. 

There was another thread about this problem and I dreaded making the call as I have 2 brand new engines (RS-11) that cannot retain new ID #s. This morning at 9 am I made the call to their warranty service #.  I got the automatic answer about changes made to extensions, please listen and pick appropriate #.  I selected choice 2 which then gave the usual that all agents are busy and your call is important to us.  So I waited on the line and got the choice of a call back, but decided to wait on hold and got that terrible NASCAR crap recording. By 9:06 am I got a live person name Aaron and he was very helpful.  He set up an return/repair account for me and gave me a RA #, then told me a FED/EX return label would be e-mailed to me.  The call was completed by 9:13 am.  I am very thankful that I did not experience the frustration that others are experiencing.  Maybe dialing the warranty number right at 9 am made the difference, 9 am EST is the time that Lionel opens for business

Steve

I am happy to say that Aaron at Lionel returned my calls.  It didn't take long to determine that my CAB 2 is in need of repair.  Unfortunately, I must send the base and CAB to Lionel for re-programming.  Upon return, I will have to re-install all of my operational data.  Surely a pain, but at least I'll have some fun, especially with items that are not heavily used.  Hope all goes well.  

Train Nut posted:

It's become pretty obvious that Lionel doesn't care about service after the sale.  

While it may be difficult to get a hold of them I believe that the service department does care.  I believe they are just overwhelmed with after the holidays demand and possibly lack of techs.  Unfortunately keeping trained technicians in a company size of Lionel and MTH is probably difficult as they cannot compete with the pay scale of other companies.

Marty

 

Below the Signature...

" Number One, make it "O"!"

 

People here are used to this stuff. Imagine somebody buying a product from them for the first time? Trying to call in and get him nothing!  While they are not a huge company, they have claimed recently that they've had their best years ever. That said, if lacking trained technicians, a receptionist that picks up the phone and passes on your concern I think most certainly could be fit in their budget.

For the people here, a simple post saying that they are working to get there problems resolved would mean a lot to most.

The lack of addressing the problem can only lead one to believe they do not care.

Last edited by Train Nut

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

Last edited by Dave Olson
Goody posted:

I am happy to say that Aaron at Lionel returned my calls.  It didn't take long to determine that my CAB 2 is in need of repair.  Unfortunately, I must send the base and CAB to Lionel for re-programming.  Upon return, I will have to re-install all of my operational data.  Surely a pain, but at least I'll have some fun, especially with items that are not heavily used.  Hope all goes well.  

You can always backup your Legacy base using the LSU then restore  it when you get it back.

Not exactally the same thing but I had a problem with their web site and sent them an email to the talk to us@loionel.com addy on their site and still haven't heard anything back.

Frank Ventura

choochoo@technologynation.us

 

 

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

 

ChooChoo1972 posted:

Not exactally the same thing but I had a problem with their web site and sent them an email to the talk to us@loionel.com addy on their site and still haven't heard anything back.

+1

Waiting on a reply regarding a DOA transformer since before Christmas.

-Pete...

"My greatest fear is that one day I will die and my wife will sell my trains at the price that I told her I paid For them!"

 

 

All credit where credit is rightfully due:  I emailed Dave around lunchtime today and got a call about 1/2 an hour ago.  I am told replacement parts are on their way.  

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

Zeke13 posted:

Goody

Just curious, when did you purchase your Cab 2?  Is it still under warranty?

Zeke13

Unless the CAB2 Legacy System was abused, they are always under warranty.

Marty

 

Below the Signature...

" Number One, make it "O"!"

 

MartyE posted:
Zeke13 posted:

Goody

Just curious, when did you purchase your Cab 2?  Is it still under warranty?

Zeke13

Unless the CAB2 Legacy System was abused, they are always under warranty.

Marty,

I don't have the CAB2 and am thinking of upgrading, but with what I am learning of Lionel's warranty and Customer Service, I have reservations in doing so.  Does Lionel's warranty card / information indicate this or is it an implied warranty by Lionel open for their interpretation and can be stopped at any time?  I can see no warranty if abused.

Zeke13

The Cab2 has been accepted for repair under warranty since Mike Reagan was there.  I would guess you could say it's implied.  Like anything else they can decide whether it is covered.  I personally have had great experience with CS.  Your mileage may vary.

Marty

 

Below the Signature...

" Number One, make it "O"!"

 

I sent my 2 RS-11 engines that were under warranty to Lionel on Feb. 8 after receiving an RA# and Fed Ex return label. Fed Ex delivered the 2 engines to Lionel on Feb. 11.  I received the engines back today Feb. 22 ( originally Fed Ex attempted delivery on Feb. 20, but I was not home and a signature was required).  The Tech was able to correct the problems and replace an issue I had with the original shipment from the Hobby Shop.  Thanks to Lionel, the Tech and his Manager for making me a happy customer.

Steve

Aaron in customer service is doing a great job.  Instead of calling, I just emailed customer service last week and I had a response with a perfect resolution within less than 24 hours.

Chris 

palallin posted:

All credit where credit is rightfully due:  I emailed Dave around lunchtime today and got a call about 1/2 an hour ago.  I am told replacement parts are on their way.  

As a follow-up, we received the parts in just a few days, and the new ones are properly made.

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

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