December 6, 2107
6301 Performance Drive
Concord, NC 28027
I want to take this opportunity to inform you how an old Lionel collector/user
feels about the "new Lionel".
About a year ago, I took a 32930 ZW and 180 brick to my local hobby shop for
repairs, as it appeared to be DOA.
When I finally had time to see what progress had been made, I was informed
that the ZW was, in fact DOA.
I had note that your former Customer Service Manager was now doing repairs
on Lionel. I wrote to him, told him of the situation. He quickly replied
that he could not repair the ZW, as no parts were available. However,
if I contacted Lionel Customer Service, I could get a new ZW-L for $400.00
and my old ZW. He even so far as to contact "Dean" to let him know I
would be in contact.
I asked who "Dean" was and was told he was Dean Brasseur, Lionel Customer
Service Manager. I copied my entire email conversation with Reagan and
sent it Dean. He replied and said to call and the folks in Customer Service
would take care of it. I replied that I would call the first of the week.
I called the Lionel Customer Service number at about 10:30am on Monday
morning. I got an answering machine, I pushed the buttons for Customer
Service and was informed by the machine that all reps were busy and
then was disconnected YES- a dial tone!
I called back, got the same thing. My third call was to Dean's extension-
you guessed it-SAME THING! I then sent Dean an email detailing my calls.
He replied that he had checked and they had not missed any calls and that
someone would be in touch. He also informed me that they had been slammed!
Monday around 3-4pm, I got a call from Cathy at Lionel. I was unavailable.
I called Tuesday morning and the phone was answered by Cathy, who took my
info and told me an RA would be sent to me by that days end or by 9am the
following day. I asked her about "slammed" and she informed me that 2
people answered the calls for 3 divisions.
This took place the Monday/Tuesday of November 20 & 21, 2017.
I have yet to receive an RA or any other correspondence from Lionel.
I really don't want one now! I donated the ZW to a group in Chicago
and sold the two bricks. I thought you might want to know how
business is handled.