Lionel Service - Bad News & Good News

Great story, which means that I need to check the trucks on my Frisco 86 Foot Auto Parts Car. They are Huge, and New.  I know that the person you talked to at Lionel wanted to help you, probably just not aware that this car is very similar to their new Scale Auto Carrier Car, which might possibly have the same couplers. I am not sure that they are an exact fit, just thinking.  Your dealer is to be congratulated for taking care of your concerns Promptly. This is a good thread, thanks for the information. Happy Railroading

Wouldn't those couplers be the same as those on their 89' autoracks? IF they are, there's a chance that their parts inventory may not have been updated far enough to recognize a compatible part on an older model.

Or, it is as it seems and the 86' boxcars have a different coupler than the autoracks, and they really have yet to break down their "parts cars" (assuming they do this for rolling stock) to add those components to their inventory.

---PCJ 

Joe,

I've been in this hobby actively since December 1947. In all my years I have noticed that there are three types of Lionel Dealers. I cannot name the others, however, Nicholas Smith is right there near the top. I wish that I didn't live so far away.

Nicholas Smith Trains is a good business.  Glad to hear they took care of you.

Unfortunately, Lionel has become very short with their answers.

Would have made more sense to contact your vendor first. It's like the chain of command.

Fred

Was just going to suggest the same thing. Why wouldn't you contact your dealer first, before Lionel? In any event, glad your problem was resolved.

I'm of this mindset too.

Some folks seem to feel like they would be betraying their dealer or sticking them with the bum product if they do so. 

I tend to more look at it as the dealer makes some money when I buy from them (if not, why are they in business?), so if something is wrong, they can extend me the courtesy of making it right if possible.

(I can see it if it is from a store very far away and you'd spend a lot of money to return, but otherwise, I'd always go to the store first)

-Dave

What is really strange since the boxcar has a very unique coupler assembly why didn't Lionel get an extra dozen or so for replacements.

While it does make sense for the Original Poster to request the vendor to remedy the initial problem it still does not excuse Lionel for not backing its product..........

I have dealt with Nicholas Smith in the past and always found them to be polite, helpful and knowledgable. It did not suprise me that they rectified your problem immediately.

-Pete

I am surprised at Lionel's response to your problem. My experience has been a little different, the Boiler Door was broken on my VL Big Boy, and I contacted Lionel and was issued an RGA, a few days later, the screw holding the Boiler Door was missing (I lost it). Lionel was contacted and they send me a screw, no charge.

Glad things worked out for you, you have a great supplier.

Brent

Nicholas Smith does a great mail order business. I had them mail me a couple of items and I live less then an hour away. Sometimes it could be a week or two before I can get out there and at those times I just pick up the phone. It is always there in a couple of days. In fact I received one order the next day.

Mario,

I realize that they do, Mail Order. I'm "old school" and like to roam the aisles. Brings back happy memories of my childhood. I've received many orders from our wonderful sponsors sometimes overnite as well.

Why would any manufacturer of anything release a product if no spare parts are readily available?

Guess you did not have to deal with Lionel before Mike Reagan took over!

because they want to get product to the customer.

Gottcha!.....Now that's funny!!