Bruette
Well-Known Member
In March of 2018 I bought and received a new Lionel Legacy EMD NW2 Diesel Locomotive, Baltimore and Ohio #9527 (Built to Order)
In December of 2017 I had disassembled my layout when I moved. I have yet to rebuild my layout. With no permanent layout I never tried out my new purchase or even opened the box.
In December of last year (2019) my 1994 Lionel Christmas RS3 began to have problems running on one of my Christmas layouts. I thought it would be a good time to open the box and try out my new locomotive. To my surprise the wheels were locked up. Needless to say, I was disappointed.
Being that it was only a few weeks before Christmas I did not want to burden Lionel at such a busy time. I waited until after the first week of January to call them. I had plenty of other locomotives to fill the void.
I thought the new locomotive was still under warranty, but when I searched for the receipt, I was disheartened to learn it was 10 months past the 1-year warranty. The older we get, the faster time goes by, as many of you already know.
I decided to call Lionel anyway. I was hoping they would tell me it was something simple I could easily fix myself. When I spoke the Lionel service representative and explained my plight I was put on a brief hold. When he came back, I was more than pleasantly surprised to learn that Lionel would repair my locomotive, at no charge! I again reminded him that the warranty had expired 10 months ago. He said he understood, but his supervisor told him take care of it for me.
Not only did they repair the locomotive for free, they paid for shipping, both ways! I received a shipping label and the RA # in my email.
Less than 3 weeks later my locomotive was at my front door.
Not only has this increased my faith in Lionel, it has reaffirmed my Loyalty. I have yet to get started on my layout, but I have already picked out several items from the 2020 Lionel catalog. I buy with confidence from Lionel.
In December of 2017 I had disassembled my layout when I moved. I have yet to rebuild my layout. With no permanent layout I never tried out my new purchase or even opened the box.
In December of last year (2019) my 1994 Lionel Christmas RS3 began to have problems running on one of my Christmas layouts. I thought it would be a good time to open the box and try out my new locomotive. To my surprise the wheels were locked up. Needless to say, I was disappointed.
Being that it was only a few weeks before Christmas I did not want to burden Lionel at such a busy time. I waited until after the first week of January to call them. I had plenty of other locomotives to fill the void.
I thought the new locomotive was still under warranty, but when I searched for the receipt, I was disheartened to learn it was 10 months past the 1-year warranty. The older we get, the faster time goes by, as many of you already know.
I decided to call Lionel anyway. I was hoping they would tell me it was something simple I could easily fix myself. When I spoke the Lionel service representative and explained my plight I was put on a brief hold. When he came back, I was more than pleasantly surprised to learn that Lionel would repair my locomotive, at no charge! I again reminded him that the warranty had expired 10 months ago. He said he understood, but his supervisor told him take care of it for me.
Not only did they repair the locomotive for free, they paid for shipping, both ways! I received a shipping label and the RA # in my email.
Less than 3 weeks later my locomotive was at my front door.
Not only has this increased my faith in Lionel, it has reaffirmed my Loyalty. I have yet to get started on my layout, but I have already picked out several items from the 2020 Lionel catalog. I buy with confidence from Lionel.