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NEW PROCEDURE POLICY CONCERNING CONTACTING LIONEL FOR QUESTIONS, RAs AND PART ORDERS VIA EMAIL OR PHONE 12-18-2018

12/18/2018

NEW PROCEDURE POLICY CONCERNING CONTACTING LIONEL FOR QUESTIONS, RAs AND PART ORDERS VIA EMAIL OR PHONE

12-18-2018

 

Dear Dealers and Service Stations.

Due to the concerns of our Dealers and Service Stations about long waits for answers via email and long waits on hold while calling in, a new policy will go into place starting 12-20-2018. This new policy will help to hasten answers and RAs for you.

  • Emailing in for questions or help:  Starting tomorrow 12-20-2018 please send all questions and requests from Dealers and Service Stations to TECHSUPPORT@LIONEL.COM. I will be monitoring this account myself and you will get a faster response by using this email address. If you use talktous@lionel.com it will take longer for the CSRs to get to it and then it will get transferred to TECHSUPPORT@LIONEL.COM and will only add more delay to your answer.
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  • No calls please: Due to the volume of calls into Lionel we ask that any Dealers and Service Stations please adhere to this policy. You will also be asked to email the question to TECHSUPPORT@LIONEL.COM if you do call in, so your long wait on hold will go for naught. The CSRs have been instructed not to answer any questions from Dealers and Service Stations over the phone.
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  • Parts order by phone: Part orders will no longer be taken over the phone. ALL Dealer and Service Station part orders must be placed through your Dealer portal. If you call in to place an order on the phone you will not get your discount rate and it will be treated as a full price order.
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    There is one exception

     

  • Exception to no call rule: The only exception is that when you are prompted to “Contact Lionel To Order” (MCLTO) you still must call in to the CSRs to place this order. The CSRs will not be able to take additional part orders or add to the MCLTO while taking the MCLTO part order.
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  • 5.     To save a shipping charge: If you have other parts you need to order you will need to place this order through the dealer portal FIRST, then call in for the MCLTO parts. Please have the part order number that you placed before calling ready. Give the CSR the order number and we will combine the orders to save a shipping charge. Please have the order number ready. We cannot add to any orders placed online due to credit card laws. 
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  • 6.     RAs: If you need an RA to send in a PCB or an eligible warranty repair (dealers only) please email TECHSUPPORT@LIONEL.COM for the RA.
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    I understand that this may place a burden on some but this has to be done so that everyone can get a timely response to questions and get RAs.

                              I thank you in advance for your understanding.

     

                                                   Dean

    Dean J. Brasseur

    Director Of Customer Service

    TECHSUPPORT@LIONEL.COM