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Post by phil55 on Nov 12, 2020 3:37:08 GMT
What's going on at Lionel? Been trying to call them all week. I get put on hold then after 10-15 minutes it goes to an answering machine. I left a message but nobody returns calls anymore. I'm trying to get a small air hose that was missing on my Legacy Trainmaster when it was returned to me after warranty work. They also don't like answering Emails apparently but I guess this is the way they choose to do business!
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Post by rtraincollector on Nov 12, 2020 12:22:57 GMT
Right now they are busier than a two headed rooster. The 50% sale was this past weekend, it will probably take them close to a month to get near normal again, with trying to fill all these orders. This probably isn't a good time to call or e-mail.
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Post by Deleted on Nov 12, 2020 12:25:04 GMT
Their call center is severely understaffed, and sadly they are not putting any money in increasing the man power.
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Post by ptc on Nov 12, 2020 13:21:55 GMT
Most staffers are probably working from home. Not surprised at what you are going through.
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Post by dennym57 on Nov 12, 2020 18:59:36 GMT
Right now they are busier than a two headed rooster. The 50% sale was this past weekend, it will probably take them close to a month to get near normal again, with trying to fill all these orders. This probably isn't a good time to call or e-mail. One leg man in a butt kicking contest.
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Post by harborbelt70 on Nov 12, 2020 20:53:59 GMT
I’m not making excuses for them but from what I read, they are shipping out a load of products right now. I expect most of it is drop shipped from the port of entry to the main dealers/distributors but that still requires head office admin. Plus they still have another expected shipment due right around Turkey Day. As I would guess that their revenue depends on getting these products out we lowly consumers with device/parts inquiries get pushed down the priority list, rightly or wrongly.
Speaking of wrongs, I am none too pleased with what I hear about some of these products including a UP baggage car that I have on the way but I’ll see what state mine is in when it arrives . . .
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Post by JKP on Nov 12, 2020 21:58:15 GMT
What's going on at Lionel? Been trying to call them all week. I get put on hold then after 10-15 minutes it goes to an answering machine. I left a message but nobody returns calls anymore. I'm trying to get a small air hose that was missing on my Legacy Trainmaster when it was returned to me after warranty work. They also don't like answering Emails apparently but I guess this is the way they choose to do business! No they don't always return emails but since they have your shipping address you might see a new hose in your mail in a week or 2.
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Post by phil55 on Nov 19, 2020 17:51:36 GMT
What's going on at Lionel? Been trying to call them all week. I get put on hold then after 10-15 minutes it goes to an answering machine. I left a message but nobody returns calls anymore. I'm trying to get a small air hose that was missing on my Legacy Trainmaster when it was returned to me after warranty work. They also don't like answering Emails apparently but I guess this is the way they choose to do business! All good now! Lionel sending parts I need.
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Post by dennym57 on Nov 21, 2020 20:55:38 GMT
Answering machine?? They still use those?
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Post by phil55 on Nov 22, 2020 2:56:58 GMT
Answering machine,whatever you want to call it,they don't answer their frikin phone!
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Post by Deleted on Nov 22, 2020 5:21:14 GMT
I’ve been told they only have two people working the phones. Again lack of man power is a big issue with Lionel which is trying to do customer service on a shoe string budget
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Post by phil55 on Nov 22, 2020 20:50:47 GMT
They sent me a new pilot for my Trainmaster. All good now!
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Post by JKP on Nov 22, 2020 22:46:18 GMT
They sent me a new pilot for my Trainmaster. All good now! Glad they took care of the issue. While it is a BIG hassle with the damage that some of their products get, at least they take care of it. I haven't read were they haven't taken care of any damage/ warranty issues.
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