Question about LEGO customerservice

[Little_russian_AFOL]

I ordered from the site https://service.lego.com/en-US/replacementparts/#BasicInfo part of a set of Lego. Is it free?

[MandaloretheLesser]

I ordered from the site https://service.lego...BasicInfo��part of a set of Lego. Is it free?

Sure is. Free as the air you breath.

[Brickdoctor]

It depends. I've ordered larger replacement parts before and received emails from TLG informing me of their price and how to submit payment, but I've also ordered a couple smaller parts which they mailed to me with a letter saying that they normally charge but would be happy to give me a couple small pieces for free.

[Faefrost]

technically a replacement part for something missing from a set is typically free, while you are supposed to pay for special ordering stuff that you need for projects etc. In actual practice it seems to be if it is small, you have the set and it is in a small number, they will typically just send it to you no questions asked as a legitimate replacement for damaged or missing parts. Whereas if you tell them you want a Jabba the Hutt or Cave Troll they may raise a few eyebrows and quote you a pice sort of thing.

[Spitfire2865]

Does Lego still produce pirate hook hands? Im wondering if it would be of any use to contact them for about 20 hooks. I dont really want to use bricklink or ebay.

[TheLegoDr]

A lot depends on if it is a broken/missing part or if you are ordering parts. They offer both services and as stated above, it all depends on what you're doing. Typically with licensed themes they require a proof of purchase (for the licensed pieces requesting). They won't sell licensed pieces, but if one is broken, they will send it out with a proof of purchase. I've also heard other times when they said they can't do anything about it and apologized. So that is unfortunate, but it has happened.

As for pirate hook hands, you'd have to order a whole figure torso since LEGO doesn't support the removal of hands from the arm assembly. So if you want only the hands, you'll have to find a figure with a hook and buy the torso assembly or go to ebay/bricklink.

[Faefrost]

Does Lego still produce pirate hook hands? Im wondering if it would be of any use to contact them for about 20 hooks. I dont really want to use bricklink or ebay.

They should be fairly current. The CMF Series 8 Pirate Captain had one in pearl gold.

[Spitfire2865]

They should be fairly current. The CMF Series 8 Pirate Captain had one in pearl gold.

Lego doesnt sell CMF parts, and I need the hooks in dark or light grey.

[Faefrost]

Lego doesnt sell CMF parts, and I need the hooks in dark or light grey.

For light or dark grey you will probably need Bricklink. It's been well over 10 years since those colors have been seen in sets. Silver is currently used in Chima sets so those should be available and pearl gold was used heavily in the 2009 Pirates plus the CMFs.

[Spitfire2865]

For light or dark grey you will probably need Bricklink. It's been well over 10 years since those colors have been seen in sets. Silver is currently used in Chima sets so those should be available and pearl gold was used heavily in the 2009 Pirates plus the CMFs.

Gota look at bricklink then. Thanks!

[Str0ngbad]

Do any of you know if they give you a price per piece quote or is it just one total amount? I need quite a few beards, helmets, weapons, and torsos and it would be good if I could learn how much they each are before deciding on a quantity. Should I just call customer service?

EDIT: I ended up calling. Most of them were discontinued even though they didn't show to be online.

Edited April 20, 2013 by Str0ngbad

[TheLegoDr]

Again, with all of TLG customer service, it is hit and miss. Everytime I have requested pieces, they have given me a total amount. Then when I ask for an itemized amount per piece, they typically will send me one, except for a few times when they say they don't offer that service. If they don't offer it, why has it happened multiple times? Either some reps are just lazy and don't want to deal with that, OR they really aren't supposed to do that and a few skirt the issue and help out us fans.

And it does suck what they show online and then you check with them and they say they are no longer available. I'm not sure why it is marked as available online. Why even provide that at all? Why not just require you to call them for every piece then. I realize it is a hassle, but you have to do it anyway to pay. I'd love to be able to pay online and not worry about a thing.

[dcastdeclan]

I think that going through this service to order parts is kind of dishonest, considering how it's supposed to be for incorrect orders that happened by lego's accidents.

[kermit]

Does lego have a way to tell whether a set sold is incomplete or not?

[zux]

Does lego have a way to tell whether a set sold is incomplete or not?

Only by weight, I think.

[ep3_lol]

I've ordered from the Customer Service site once- the larger baseplates for the Orc Forge kit. I explained that the baseplates I received were warped and they sent me replacements, no questions asked and completely free for me. Of course, the parts they sent were warped as well, but that's whole 'nother topic...