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THIS GETS REAL GOOD: Lionel Customer Service

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Posted by Buckeye Riveter on Thursday, February 12, 2015 5:34 PM

ChiefEagles

This is something.  Kristen is the greatest.  UPS delivering to Concord today.  Thanks Kristen and Lionel for a great job.  Told her no rush though.  I understand folks ahead of me have been waiting.

 

 
Another Buckeye saves the Boss Hog of Roseyville. Laugh

Celebrating 17 years on the CTT Forum. Smile, Wink & Grin

Buckeye Riveter......... OTTS Charter Member, a Roseyville Raider and a member of the CTT Forum since 2004..

Jelloway Creek, OH - ELV 1,100 - Home of the Baltimore, Ohio & Wabash RR

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Posted by ChiefEagles on Thursday, February 12, 2015 9:12 AM

This is something.  Kristen is the greatest.  UPS delivering to Concord today.  Thanks Kristen and Lionel for a great job.  Told her no rush though.  I understand folks ahead of me have been waiting.

 God bless TCA 05-58541   Benefactor Member of the NRA,  Member of the American Legion,   Retired Boss Hog of Roseyville Laugh,   KC&D QualifiedCowboy       

              

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Posted by rogruth on Monday, February 9, 2015 9:30 PM

I have a friend who was a Lionel repairman and service center for nearly 50 years.Some time ago, @ 2005, he had a$1200.00 CMTT  equipped  loco to repair. He was told that the needed parts for a loco over three years old would not be available.When he asked what he should tell his customer he was told to tell him to buy a new loco. My friend no longer is a service center.

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Posted by Buckeye Riveter on Monday, February 9, 2015 6:35 PM

lionelsoni

I'll say it if Ohio will say "Denali".

 

 
Your quietness is noted.

Celebrating 17 years on the CTT Forum. Smile, Wink & Grin

Buckeye Riveter......... OTTS Charter Member, a Roseyville Raider and a member of the CTT Forum since 2004..

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Posted by Rob412 on Monday, February 9, 2015 6:09 PM
Have to agree. I e-mailed Lionel yesterday about my AC6000. To be fair to my repair shop you can't get a board for this engine. You have to send it to Lionel for repair. (They left that part out). So they were correct however left out the last chapter of the story. So They contacted me today and I will be able to get a RA for April and offered to repair the board sooner if I wanted to send it in. I would rather send the whole thing so they have all info to fix it properly. This was all done by e-mail BTW. Hats off to Lionel as my e-mail (and subsequent correspondence) was answered same day and resolved. I dealt with Angela and Megan so a shout out to them. Good customer service.
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Posted by lionelsoni on Monday, February 9, 2015 6:01 PM

I'll say it if Ohio will say "Denali".

Bob Nelson

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Posted by Buckeye Riveter on Monday, February 9, 2015 5:49 PM

ChiefEagles

That is great customer service.  And she is from all places, OHIO.

 

 
Makes perfect sense.  Okay let's all say it!  O-H!!!    I-O!!!
 
 
 
 

Celebrating 17 years on the CTT Forum. Smile, Wink & Grin

Buckeye Riveter......... OTTS Charter Member, a Roseyville Raider and a member of the CTT Forum since 2004..

Jelloway Creek, OH - ELV 1,100 - Home of the Baltimore, Ohio & Wabash RR

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Posted by ChiefEagles on Monday, February 9, 2015 4:58 PM

KRM

Glad it worked out for you Frank. Still leaves one wondering how it would of went if you had not been able to walk in and you had to complete the transaction over the phone or by e-mail??? We will never know will we?  Confused

 
Also shows, it depends on who you talk with and their attitude on customer service.  Better know I will email Lionel with prasises for Kristen.  Probably why they "encouraged" her to move down from Ohio.   

 God bless TCA 05-58541   Benefactor Member of the NRA,  Member of the American Legion,   Retired Boss Hog of Roseyville Laugh,   KC&D QualifiedCowboy       

              

KRM
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Posted by KRM on Monday, February 9, 2015 2:36 PM

Glad it worked out for you Frank. Still leaves one wondering how it would of went if you had not been able to walk in and you had to complete the transaction over the phone or by e-mail??? We will never know will we?  Confused

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Kev, From The North Bluff Above Marseilles IL. Whistling

 

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Posted by ChiefEagles on Monday, February 9, 2015 2:03 PM

Just had time to call Kristen at Lionel Customer Service.  Lady answered the phone was not her.  Lady knew who I was and was expecting my call.  Kristen was on the phone with a customer.  In three minutes, Kristen returned my call.  Seems she went to Bass Pro Shops right after I left the Lionel store and tried to find me.  I had gone to eat after visiting Lionel so was not back in the store.  She was going to see if I had engine with me.  If so, they were going to do a "fix it now".  Now that is completely different from what I got when I called Thursday.  I guess is its all who you talk too.  I know now to call Kristen [I guess she spells it with a K].  In fact, she told me to call her if I wanted to ship.  WOW  Since I am busy with Town business for two weeks, think I may call her tomorrow and ship to them.  That is great customer service.  And she is from all places, OHIO.

 God bless TCA 05-58541   Benefactor Member of the NRA,  Member of the American Legion,   Retired Boss Hog of Roseyville Laugh,   KC&D QualifiedCowboy       

              

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Posted by ChiefEagles on Sunday, February 8, 2015 9:44 PM

Surprise!!!!  Got home tonight and messages on machine.  All for Wifey but one.  She does not delete messages after listening.  One was Friday afternoon after my visit to the Lionel Factory Store.  Wifey did not call and tell me [normal for her].  It was from the nice lady I talked to at the store.  She wants to follow up on our converstaion about poor response from customer service.  Seems she must have talked to someone.  Do have to admitt, she moved down from OHIO. Embarrassed  Will call her tomorrow.

 God bless TCA 05-58541   Benefactor Member of the NRA,  Member of the American Legion,   Retired Boss Hog of Roseyville Laugh,   KC&D QualifiedCowboy       

              

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Posted by Buckeye Riveter on Sunday, February 8, 2015 2:24 PM

sulafool

Some one is full of crap; the boards are available, but you have to talk to somebody at Lionel to order one

 

 
DITTO.........Even is the exact board is not available, newer models that would work are available.  We have a dealer in this area that is considered an authorized Lionel Service Stations but is scared to death of the electronics and board replacements.  He does a great job on conventionals.

Celebrating 17 years on the CTT Forum. Smile, Wink & Grin

Buckeye Riveter......... OTTS Charter Member, a Roseyville Raider and a member of the CTT Forum since 2004..

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Posted by Rob412 on Sunday, February 8, 2015 2:18 PM

Was planning on doing that in the coming week or so.  Just doesn't seem logical to not have a part for an engine in last years catalog.  

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Posted by sulafool on Sunday, February 8, 2015 2:01 PM

Some one is full of crap; the boards are available, but you have to talk to somebody at Lionel to order one

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Posted by Rob412 on Sunday, February 8, 2015 12:50 PM
I feel your pain Wally. I picked up a brand new CSX heritage AC6000 at the last York meet in October. Ran great for about 90 seconds and it was done. Took it to my dealer to find out that both boards were fried. I said I would replace them only to find out lionel doesn't carry the boards. Imagine buying a new car only to find out that the dealer can't get parts for it. It doesn't even sound logical. "Luckily" these engines have a removable drive coupling so it's now a dummy. The sad part is when I was told they could not get parts for a brand-new engine not only was I was not surprised but was actually expecting that answer.
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Posted by wallyworld on Sunday, February 8, 2015 11:51 AM

Don't get me started on replacement parts and customer service. You'll regret it. I spent over 30 minutes on hold with Bachmann only to have the phone answered and then hung up. Attempt #2 Another twenty minutes listening to an endless repitition of ""we will be with you shortly" ...The more delay the more determined I bacame armed with my part number..it was a screw that fell off the truck of a brand new EP5 when I opened the box and it vanished into the fourth dimension. Aha! Someone picked up the phone! The dark clouds parted, the sun shone through..

The young lady answered "I'm sorry..we don't carry that part"

Nothing is more fairly distributed than common sense: no one thinks he needs more of it than he already has.

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Posted by ChiefEagles on Saturday, February 7, 2015 9:11 PM

sir james I

In your case where was that southern hospitality?

 

Like most Yankee companies, they bring most of their Yankee staff with them.  Yankee attitudes too.  Smile, Wink & Grin

 God bless TCA 05-58541   Benefactor Member of the NRA,  Member of the American Legion,   Retired Boss Hog of Roseyville Laugh,   KC&D QualifiedCowboy       

              

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Posted by sir james I on Saturday, February 7, 2015 9:42 AM

Well frank at least the lady in the store was nice. When service was in Michigan there was one very rude lady that answered phones here. Everyone complained about her. So what did lionel do? you guessed it. made her a manager. They finanlly saw the light and fired her but she did a lot of damage to customer relations. In your case where was that southern hospitality?

"IT's GOOD TO BE THE KING",by Mel Brooks 

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Posted by ChiefEagles on Friday, February 6, 2015 8:04 PM

Buckeye Riveter
 
ChiefEagles

Just came back from Lionel Factory Store.  Nice young lady there and some young guy came in later.  Both could not believe that lady on phone would not give me a March RA and let me drop it off as I was going to be in town.  Young lady said they had meeting yesterday AM [I guess before I called] and were told service and warranty backed up bad.  So, Service Manager stopped all RA's for Feb.butors.   

 

 

This is a classic case of a management mess up.  The lady on the phone did what she was told to do, do not take anymore "RAs this month".  Instead, they should have been instructeded that "We are now taking RAs for March 2015. Please inform our customers of this when they call."  "Not" is a dirty word for marketing or service.

Our company just make probably another $M in fees this years because a PM who attended meeting would say, "I can get that done for you."

BTW, Chief.....I know where that BP is.  I could see it from my sixth floor deluxe suite last week.   

 

Probably in the same area of hotels I am in.

 God bless TCA 05-58541   Benefactor Member of the NRA,  Member of the American Legion,   Retired Boss Hog of Roseyville Laugh,   KC&D QualifiedCowboy       

              

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Posted by Buckeye Riveter on Friday, February 6, 2015 2:36 PM

ChiefEagles

Just came back from Lionel Factory Store.  Nice young lady there and some young guy came in later.  Both could not believe that lady on phone would not give me a March RA and let me drop it off as I was going to be in town.  Young lady said they had meeting yesterday AM [I guess before I called] and were told service and warranty backed up bad.  So, Service Manager stopped all RA's for Feb.butors.   

This is a classic case of a management mess up.  The lady on the phone did what she was told to do, do not take anymore "RAs this month".  Instead, they should have been instructeded that "We are now taking RAs for March 2015. Please inform our customers of this when they call."  "Not" is a dirty word for marketing or service.

Our company just make probably another $M in fees this years because a PM who attended meeting would say, "I can get that done for you."

BTW, Chief.....I know where that BP is.  I could see it from my sixth floor deluxe suite last week.   

Celebrating 17 years on the CTT Forum. Smile, Wink & Grin

Buckeye Riveter......... OTTS Charter Member, a Roseyville Raider and a member of the CTT Forum since 2004..

Jelloway Creek, OH - ELV 1,100 - Home of the Baltimore, Ohio & Wabash RR

TCA 09-64284

KRM
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Posted by KRM on Friday, February 6, 2015 1:09 PM

Good for you Frank, Guess it helps when you can look them in the face. Wink

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Kev, From The North Bluff Above Marseilles IL. Whistling

 

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Posted by ChiefEagles on Friday, February 6, 2015 12:44 PM

Just came back from Lionel Factory Store.  Nice young lady there and some young guy came in later.  Both could not believe that lady on phone would not give me a March RA and let me drop it off as I was going to be in town.  Young lady said they had meeting yesterday AM [I guess before I called] and were told service and warranty backed up bad.  So, Service Manager stopped all RA's for Feb.

Factory store is too small.  Lady said experiment.  Seemed to be working though.  They can get items from main Lionel warehouse in the back.  I was wanting N&W hoppers.  She checked and all were already shipped to distributors.  Most of their stock in the store is Polar Express and Thomas.  Some other Legacy items.  Track and etc.  Secret is they can pull from the warehouse if still in stock.

 God bless TCA 05-58541   Benefactor Member of the NRA,  Member of the American Legion,   Retired Boss Hog of Roseyville Laugh,   KC&D QualifiedCowboy       

              

KRM
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Posted by KRM on Friday, February 6, 2015 9:35 AM

Good luck Frank with that. They had no problem last year not selling replacement parts when they were moving their parts department. Not much SERVICE these days in the SERVICE industry.  Angry

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Kev, From The North Bluff Above Marseilles IL. Whistling

 

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THIS GETS REAL GOOD: Lionel Customer Service
Posted by ChiefEagles on Friday, February 6, 2015 8:35 AM

I have a JCL Y6B that had thrown its shoes [traction tires]. Found out you have to remove the valve gear and drivers to replace the back set. Called Lionel last week. Told lady that I was going to be in Concord this week at Bass Pro Shops. Told her I might drop off engine at the Lionel Factory Store. She said I needed a RA. Told her I would call back if I wanted to do that. Lady was very nice and friendly. Was told $60 plus parts. Well, at that price, a no brainer. Well, called yesterday for an RA. Was told by another lady, "We are not taking paid repairs until March." "Mam, I am going to be in Concord all weekend." "Going by Factory Store Friday." Would you let me drop it off so I don't have to ship in March." "You can repair it in March." "I told you we are not taking paid repairs until March." The tone of voice was really "great". Going by the Lionel Factory Store about noon. Hope I can report such rudeness.

 God bless TCA 05-58541   Benefactor Member of the NRA,  Member of the American Legion,   Retired Boss Hog of Roseyville Laugh,   KC&D QualifiedCowboy       

              

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