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So last week I bought a few of the last remaining series 3 lego mini-figures that were left at my local TRU. I got them for bogo 50% off and was happy to have them. Upon returning home i opened the packs and got a few extras of the rapper, chief, fisherman, surfer and the last one was the alien. There was no purple laser piece in the package :/. Went to lego customer service website and explained my problem and got a very quick emailed response. They said they couldnt provide me with the missing piece but could instead offer a random replacement pack. I agreed and it just arrived in the mail today, and what was the mystery replacement figure.....none other than the elf!! Score!! I love lego customer service. does anyone else have any awesome stories such as this that they would like to share??
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Overall, I'd say my experience of customer service is very good, however - they often go beyond the call of duty, helping me source parts for MOCs and even spare sticker sheets for a reasonable cost.
I have had several CM packs missing parts, the first time they offered me £2 in [email protected] credit, the rest they didn't seem to believe me and said to return to the retailer, I bought a case online though, so in effect I am the retailer...
I opened it, and of course, the minifigures were missing. It was not yet the height of exclusive minifigure collecting, but Leia was already going for about $45 on eBay. LEGO customer service sent replacement minfigures with no hesitation. I haven't tried replacing parts in quite some time, so I wouldn't be surprised if LEGO has made their policies stricter, but it will always stand out as a resolution that was as smooth as it should be (which is often not the case).
I wonder about something in reverse. I wonder if I have any gold chrome C3PO's in any of my MISB Star Wars sets made during the promotion. Of course, rather than opening them all, I resorted to buying one on eBay for $130 instead :P
I am a really huge Star Wars fan, and also a big Lego fan, so you can imagine how happy I was when my UCS Millennium Falcon arrived.
A week later, right in the end of the building, I noticed that there was a piece missing. Just one little tricky piece amongst all other 5194.
I contacted them, but I never really believed that they would send that tiny thing to me. They actually did it, from Germany (I guess) to Brazil, just one piece, without requesting anything from me, not even a question. There was also a letter, saying that they we're sorry and bla bla bla. I was so astonished with their trust that I wrote another e-mail just to express how rare this kind of attitude is in my country. Whoa, this is something that I don't see everyday in here, really...
1) UCS Millennium Falcon missing 12 jumper plates; sent at no charge
2) 2 defective transparent 'lightsaber blades'; replaced at no charge
3) Shuttle Adventure 'repair kit'; sent at no charge
No proof of purchase or return of pieces required. That's awesome service.
Reminds me of the price adjustment policy at some stores. I remember one case I bought something at full price, which went on clearance two days later. The customer service desk wouldn't do a price adjustment because they won't adjust the price if the item is on clearance. So I asked, "Can I return the full price item and go buy the item that's on sale?" The answer was yes, so that's what I did. Which meant that in the end I still got my price match, but now they had an item they had to restock. Crazy policies like these are anti-customer.
On the bright side, at least in this case LEGO customer service came through and did the right thing, which I think is usually the case with LEGO, unlike with many other companies.
To further close the return/rebuy loophole, Target instituted a procedure whereby you can return the item, but you can not immediately re-purchase it. The item goes back into stock and becomes available for anyone to purchase. And I think they're perfectly right to do so.
The last time I did, was about the 10188-Death Star instruction manual.
When I was nearing the end of the build, there was a weird 'jump' in the instructions that didn't make any sense. Turned out there were 4 pages that were perforated on the wrong side and put in back to front. When I told them about this they said they would send me a new manual. I got it a week later.
No charge, no hassle, just great service.
Since then I have inspected everything I buy very carefully and have noticed in my area there is a lot of lego theft going on.
I took my Dwarves' Mine set 7036 out of storage and rebuilt it, a year after original purchase. To my horror I realised that the Troll minifig was missing one of his five horns. I went onto the replacement piece site, but it was nowhere to be found for purchase.
So I sent off a hopeful email to customer services. Some weeks later, I received this back:
Absolute legends :)
There's two issues here, 1) it is not great that you are able to order items that they don't have actually have in stock and 2) the cancellation email should contain more specific information in as to why your order is being cancelled. This has actually happened to me twice now.
Based on other's experience, I have no doubt that LEGO customer service is one of the best around, their e-commerce system however leaves a lot be desired IMO. I'm sure I've read a story ages ago about them replacing it, the sooner the better I think.
They refunded me my money but if I'd known earlier I'd have kept one of the two in MISB condition and not opened them both. I'd planned on opening two, selling the third and keeping the fourth intact for display. As a result, I don't have a MISB display copy, just two opened ones.
Here is my two wonderful moments of service from Lego:
1) Coming out of my dark ages, I filled my first PAB cup at the Mall of America Lego store. One of the workers took the time to explain to me how to really stack a cup to my benefit. She grabbed extra yellow 1X8's (the piece I was really buying) and told me "this is what you could have got!" She placed them in my purchase bag, and told me to come back and "do it right." :) Needless to say, the staff at M.O.A. Lego Store reminded me that Lego is a community to belong to :) :)
2) Recently filled out a receipt survey for the Sawgrass MIlls store. Asked a question about the PAB walls. The store manager wrote me a personal email about my question, and then later called me to talk about my response to the second email. I found that this store really goes out of their way to bring customers back. Side note, I fill out receipt surveys all the time (for basically all businesses), and this is the only company or store manager who has ever taken the time to find out how they could better increase customer experience!
Ok, those are my two Positive memories. Lets stay Positive, and find out where and how Lego employees have brought happiness to your life, too :)
Is there any way we can get the missing pieces? Do we need to list them all or do you have a checklist so that we could number what we don't have? Any assistance would be greatly appreciated.
They'll answer all those questions.
I a sorry to hear that you are missing parts but fom my experience I would say that this is often not the case.
On the plus side, you are dealing with a company that will do anything within reason to ensure that your child can finish his set. Let us know the end result of your interaction with LEGO. Good luck!
Great service I thought, he tried to warn me against it and was quite right to do so. I have since spoken to the same staff member quite frequently and he seems to have some very impressive inside knowledge actually. He was able to tell me all about the new sets and rather than the usual "this is a great set" he actually had some real in depth thoughts on every model, not all of which were positive.
I just wanted to share another one....
My team at work have picked a local lesser known charity to support and do some fundraising for over a 12 month period - The Gaddum Centre (www.gaddumcentre.co.uk).
As part of this we are organising a quiz night with accompanying raffle (and possibly auction) so have been contacting loads of different companies asking for donations.
From some of the responses we have had it is obvious that these companies get bombarded with requests like this and the number of very polite and pleasant 'sorry but no and good luck' responses we have had has been steadily building.
As a team that love LEGO - we have done LEGO build offs as team building using polys from the paper giveaways and have used minifig images in team presentations etc - we contacted them to ask for a donation of some sort.
As some of the methods the counsellors at the centre use with the children they support involve creative play we asked LEGO whether they would like to either donate a raffle prize of some sort or donate some materials directly to the centre for use with the children they support.
I got an almost instant response to this request, promising a HUGE box of LEGO would be despatched. One of the people involved in arranging this at LEGO was even emailing me while at home recovering from surgery!
Sure enough, a couple of days ago a pretty substantial box of Duplo arrived at work from LEGO containing some basic bricks but also some Woody and Buzz figures and what looks like a plane, caravan and other figures. This was absolutely a HUGE box of LEGO and I was really impressed as I am sure the centre will be when we get it over to them.
Before then we are going to raise a little money off the back of the donation though - we are going to get a crate for the centre to keep the Duplo in and then run a guess the number of bricks competition in our office and on the quiz night for a LEGO prize I will source from my spare polys etc.
Once we have completed that we can hand over the Duplo to the centre and they can start using it.
Now, before I started my donation requests I would probably have looked at this box and thought for a company of LEGO's size it was a very small drop in a very large ocean but based on the apparent volume of these requests that companies receive (from our rejections) and the sheer speed of their response I just wanted to publicly acknowledge their massive generosity.
Thanks LEGO for another example of your brilliant community spirit and support.