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Can it get any worse than no one answering the phone???

Nothing against Dean, (his own parts store is great, they actually answer the phone.) and it likely isn't his fault, but Lionels service really seemed to erode off after Mike Reagan left.

When Mike was there. ALL of my emails were answered within 24hrs. He even sent me a paid return tag to correct an electronic glitch on the legacy M1b that didn't allow control of the doghouse light.

All I did was inquire about the issue, I had purchased the loco NOS but several years out of warranty. His answer was, we'll fix it, no charge. It was a minor feature that I could have easily lived without.

Mike had put forth a huge effort ironing out the kinks in Lionels parts and service, and set the bar high for the entire model railroading hobby in all scales.

Now they no longer monitor emails and one must sit on hold indefinately only to get a recording saying try again another time.

Maybe Lionels service is at the mercy of the bean counters, and they don't provide enough resources for the current staff to keep up with demand.

Its a bit interesting Mike R, Rudy T. and Jon Z all left at more or less the same time.

I'm sure between all of the defects and errors as of late Deans job wasn't much fun, can't blame him for leaving.

I hope this was O.K. to say. I wouldn't want to get an unfriendly email like I do from the "other forum moderator".


People say "its negative" or "Lionel bashing" , for me its really just frustration over the fact that Lionels service has become so abysmal.

Hmmmm, this actually sounds like a great opportunity for you til fill John, you always end up finding and fixing the issues in the new stuff anyway, LOL!
 

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Their current Customer Service/Warranty Repair has to be a bigger rats nest than anyone would want to climb in to...

Sad to see all these great names leave...
 

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With all the issues of their top of the line locomotives and passenger cars I would think that heading up the CS and repair depts has to be a gigantic headache. Seems like Lionel is currently adrift and the CEO is struggling to correct the problems.

Bill
 

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Question: I gather this guy was involved with Lionel's service dept. but what exactly was his role?

I bought four new Lionel engines last year: three RA's and one return for refund. So yeah, if my experience is any barometer, they're getting crushed.
 

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All the grumbling on the various forums, but it appears they are still financially solvent. Maybe when they see those BTO's dry up things might be addressed. But will it be too late??
 

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Question: I gather this guy was involved with Lionel's service dept. but what exactly was his role?



I bought four new Lionel engines last year: three RA's and one return for refund. So yeah, if my experience is any barometer, they're getting crushed.


He was the head at the time. I believe when Mike Regan left he took over some of his duties. My Lionmaster Class A was the engine from Hell. Within a Year and a half span, it went back and forth to Lionel 8 times. After the 4th time, I emailed Ryan and me and Dean conversed the times the engine went back and forth.

Everything was replaced once. When it went out of it’s normal 1 year warranty, he still helped me with the engine because is spent probably 8 months of it’s time in that Year at Lionel. Dean took care of my stuff. The last time I had a warranty issue with any engine was 2018 when the A went back for the last time. My other 2 engines have done incredible.


Sent from my iPhone using Tapatalk
 

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We need a train guy to buy Lionel and not bean counters. JLC must be turning over in his grave!

How true... Ryan and Dave did that little video some time ago. IMHO, if everything is alright in the Lionel world you have a little fun and put out something like that.

We the recent string of issues it makes you question the leadership, or lack of, at Lionel.
 

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Discussion Starter #13
Question: I gather this guy was involved with Lionel's service dept. but what exactly was his role?

I bought four new Lionel engines last year: three RA's and one return for refund. So yeah, if my experience is any barometer, they're getting crushed.
Dean was the Service Manager.
 

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Dean was the Service Manager.
I see. Well, I have to say that my dealings with Lionel service were perfectly fine. Each time I called, they emailed me an RA with return label, I shipped it off, and they returned the item repaired promptly (30 days max each time).

So credit where it's due: repairs were top notch, new products not so much. Insofar as this Dean Brasseur had anything to do with it, his departure is probably not a positive.
 

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beachhead2;2506316]I see. Well, I have to say that my dealings with Lionel service were perfectly fine. Each time I called, they emailed me an RA with return label, I shipped it off, and they returned the item repaired promptly (30 days max each time)."




Please tell us how you got them to answer the phone.
 

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Please tell us how you got them to answer the phone.
The most recent one was in Oct./Nov. 2019. Admittedly, it took patience. But I always made sure I called first thing in the morning. I got a cup of coffee, sat down at the computer, put it on speaker phone, and settled in for the wait.
 

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... sat down at the computer, put it on speaker phone, and settled in for the wait.
Yep, the only way to deal with "Your estimated waiting time is 4.3 days."

For those looking for a low cost solution I recommend This "Beats Pill" knockoff speaker phone. Sits under my PC display - I matched the color scheme :)

I leave it powered all the time via a PC USB port. Once on, just have the phone scan and pair it. And turn on "Hands Free Mode" (Android setting). It will announce incoming calls and text message senders. It can get quite loud with it's stereo speakers, each paired with a passive radiator to enhance bass (would make a great stocking stuffier for Tweens).

The first one lasted two years before the USB connector failed from repeated insertions. I need it for my hearing and was disconnecting it often to get it nearer my ear. The replacement is on an extra long USB cable. The only negative - other than some wonky control functions - it doesn't auto re-connect after the phone has been away for a few minutes. You have to reconnect via the phone. I never tested the Li-Ion battery life in portable mode as it stays on my desk full time.

BT Speaker.png
 

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Discussion Starter #19
I don't see the utility of an external speaker, I have to turn down the speaker on my phone wheever I'm on hold at most locations with the terrible distorted music or in the case of Lionel idiotic NASCAR clips that run over-and-over-and-over again!
 

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The only way Lionel is going to change in not words but actions. Stop purchasing expensive trains, stop going to the Lionel section at York, if you do express in no uncertain terms how you think about service, sometimes I attempt to order parts of locomotives, guess what, not available, not available. Stop making a big deal over the offering in the catalog. leave then at the lionel table. Most of all stop purchasing BTO trains and locomotives that will only result in heart break and grief, then and only then will Lionel get the message. Perhaps the movement of firms coming back to the use will include Lionel. This way good old american quality will return and the less than optium managers at lionel will come to understand customer service makes or brakes firms.
 
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