Problems with the replacement service

[Macropus]

Hello,

I wanted to replace a few broken Lego bricks and so I contacted the customer service. Everything worked, I selected the bricks, typed my adress in and pressed the order button. But after some minutes, I recevied a strange mail, saying that my order was canceld, because it failed the validation tests.

Does anyone knows what the problem is? And did someone else had the problem too?

Here is the german mail: Leider konnten wir Ihre Bestellung nicht abwickeln, weil diese unsere Validierungsprüfungen nicht bestanden hat. Das kann an mehreren Gründen liegen, vielleicht einfach daran, dass die Anzahl der angeforderten Teile unsere maximale Bestellmenge überschreitet.

And a translation: Unfortunately we were unable to process your order because it didn´t pass our validation tests. There can be several reasons for this, perhaps simply because the number of parts requested exceeds our maximum order quantity.

 

Thanks and have a nice day

Mac

 

[deraven]

HI Macropus!  Would be best to talk to the Lego customer service folks, but to me it sounds like perhaps you were in the Replacement Parts area when you should have been in Bricks & Pieces to place an order.  That is, Replacement Parts is for a missing, misprinted, or damaged piece in a brand-new set (factory defects) and with Lego's quality control system they're usually only expecting 1 or 2 pieces from a request.  When you say you wanted to replace "a few broken Lego bricks" it sounds like that's more than correcting a factory error and probably caused the system to reject the order because it thought you were trying to take advantage of getting free parts from the replacement service.  If you just have broken items in your collection that weren't factory defects, you should purchase replacements from Bricks & Pieces (or some place like Bricklink).  Of course, if you had a larger number of defective pieces in a new set, you should definitely contact Customer Service so they can look into it and get you what you need.  Happy building!

[Verodin]

I had the same thing a while ago. The technic Ducati Panigale set has some serious colour issues with the red parts and I ended up requesting replacements for all 8 of a specific pin. Got the same email but in English. I've contacted them by mail telling the problem and referred to the denied request. Took a looooong time for them to reply, but in the end it was no problem and replacements are on the way. It just required manual authorisation.