Email from LEGO regarding Replacement Parts

[Brickus]

Hi everyone, I just received this email from LEGO, and thought it was odd.

"Thanks for your interest in LEGO® toys.

As you know, we offer a service to replace LEGO bricks. You can purchase pieces that get lost over time or get a missing or faulty piece from a new set.

After reviewing your account history and parts requests you’ve made, it looks like you might be asking for missing or faulty parts when you’ve actually lost pieces. Improper use of this service may result in orders being cancelled.

Please make sure you’re selecting “I want to buy a piece” if you’ve lost a piece or want to purchase some extras.

Kind regards,

LEGO® Service"

I understand, I have made replacement part requests, mostly for missing parts and for sticker sheets that have come out of the box mangled, because there is no protection in the box, but I have also bought a lot of LEGO over the years, over 100+ sets a year. I just don't understand why LEGO would think I'm abusing the service, I always give them the proof of purchase code on the back of the instruction manual, so it is not like I don't have the set, and haven't already paid for it.

Has anyone else received this email, if so why do you think you did?

[geezerman402]

I'm sure it comes down to their statistics of how often a set is missing a set, and how often you are requesting parts. They just need to cover themselves, because there are people who abuse this very helpful service. Even if you provide proof of purchase, it may seem suspect that you request parts more often than most. Just give them a call and explain in what you need, why you need it, and if they bring up then frequency just tell them it is because of how many sets you purchase.

[large88]

mostly for missing parts and for sticker sheets that have come out of the box mangled

This would be the only reason to use this service. What do you mean by mostly?... Because if you have requested replacement parts for pieces that were not actually broken or missing the LEGO® Service might have a point...

[Brickus]

Missing and broken parts were my main issue, for example

Missing 2x8 brown plate Simpsons house

Missing 1 instruction booklet from 2 city sets

Misprinted sonic screwdriver from Dr Who

Misprinted r2d2 dome piece from a Star Wars set

Misprinted Captain America shield piece

Broken ghostbusters manual

Wall-e head fix parts

100 broken cheese slopes from Tower Bridge set

Approximately 15 sticker sheets that came out of new boxes all crumpled

Was I wrong to ask for these replacements?

[large88]

Was I wrong to ask for these replacements?

no you were not

I suppose your relatively large collection would cause you to be in need of more replacement parts them is generally the case... Maybe a call to customer service could clear things up? Maybe they can clarify why this email was sent to you.

[MAB]

Take a photo of the collection, then phone customer services and explain you have a big collection.

It is good they are reviewing this, as there are a number of websites saying how to get free parts (including some on here that have done it) without buying the sets, by abusing the service.

[AFOLguy1970]

It would appear that Lego is not considering the large volume of purchases you have made. Suppose there was an error in 1 out of 20 sets (just making up the number, I have no idea what the real percentage is). In that case, most people would only report a problem to Lego every once in a while, and many people just simply shrug their shoulders at bent sticker sheets and misprints and simply accept it (not saying that you should not). If you buy 100 sets under that ratio, then you will get approximately 5 errors in one year. Five error requests might seem excessive on the surface, but it really is not if you buy a huge volume of sets. I would contact them and let them know just how many sets you purchase. I try and buy mine from the Lego store or S@H, because the VIP account history can reflect what I am buying. In the past few years, I have requested replacements 2 or three times.

[Peppermint_M]

It has been explained that a lot of people abuse the system to get free parts from expensive or popular sets. Licensed sets are ones that get a lot of abuse and the system will flag up an email or an address if you have asked often for replacements. A phonecall would work to clear it up, explain your frequent purchases as a set collector (I do not know many MOC-ists who would want stickers) and that you are fastidious about them (again, I sometimes chuck out the spare instructions, or look up online for missing booklets).

Hopefully you will get your replacement.

[Hogfather]

I do not think you have been unreasonable and the fact that you buy large amounts of the various kits leaves you open to the odds of getting sets with pieces missing being greater than the average customer.

I have recently noticed that the frequency of sets missing pieces has been on the increase! Luckily untill now I have been lucky that most the missing pieces have been such that I can use the spares box ie. all the pieces you get extra that are left over. I know I am anal I keep all those pieces seperate for that just in case moment, occasionaly I have had cause to have to get replacement major componets that has been missing this has been rare occurence however.

In your case as others have said I think you need to contact them in person and explain your situation otherwise the problem will only compound considering the number of sets you purchase. If we do not complain their QA system will not be investigated to seek out these problems and oversights and the situation will only get worse. Good Luck in your endeavours Brickus.