Lenz return policy

Dangerboy Jul 14, 2003

  1. Dangerboy

    Dangerboy TrainBoard Member

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    In another post,someone mentioned that Lenz has a no questions asked policy on malfunctioning decoders.I am thinking of returning a decoder that doesn't work.Here's the catch...My install is the reason it doesn't work.Should I mention that it was my boo-boo that smoked it when I speak to customer service,or should I play dumb?(I'm good at that!) I didn't have the instructions,if that makes it any easier.I didn't know you had to put tape over the frame in the N scale SD60.
     
  2. rray

    rray Staff Member

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    You dont have to play dumb, just say "I installed it and it dont work" :D
     
  3. ChrisDante

    ChrisDante TrainBoard Member

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    I have broken or mis-installed many parts over the years, everything from a Lenz LZ100, pieces of a Bar Mills bill board, to a life like station platform.

    I have always started out my letter to the company by saying; 'I screwed up'.

    All the companies have sent me replacement parts at no charge. In one instance I even included the $2.00 stated in the instructions. It was returned to me along with the new part. The reply letter mentioned that since I admitted to my mistake, it was their pleasure to send me the part free.

    I'm not saying this will work all the time, but it never hurts to admit to your error and offer to pay. Chances are the actual part, decoders included, cost is a small percentage of the market price. There are lots of other factors that increase the price from manufacturer to retailer. So most mfgs will be happy to ship another part to you. It's gives them good PR and keeps a customer.

    Good Luck
     
  4. BoxcabE50

    BoxcabE50 HOn30 & N Scales Staff Member TrainBoard Supporter

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    I have needed help a few times.....

    The last time, was a couple of years ago. I blew it assembling an InterMountain kit. I e-mailed them about my goof. They sent me all the parts no charge! I was floored. Am certainly happy to support a company so willing to help!

    :D

    Boxcab E50
     
  5. Black Cloud

    Black Cloud TrainBoard Member

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    Lenz has been known to replace user-fried decoders at their cost. Give em a call.
     

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