Follow up on lego banning me

[technicboi]

Hi forum,

sorry, in my last post, I didn't clarify, after that one order, I asked customer service why I was banned, and they claimed that I was ordering 'more than a normal person would need'. One order does not make sense to completely ban a person from ordering again. Sure, the actuator is slightly expensive, but it was missing and I had to give them some verification (some code written on a paper next to the box). They also told me that once they do that (banning), they will not undo it in any circumstance. Now, I don't know what to do really. Again, some advice on what to do would greatly help me now. 

[LegendaryArticuno]

You're kinda screwed to be honest, you're best options are now to buy sets from big retailers like Amazon or Walmart. If there's broken or missing pieces take it up with the retailer and get a refund rather than submitting a request to Lego via missing pieces.

You can also try emailing service@lego.com and cc'ing one of the key executives asking to review your case and reconsider your banning.

 

 

[technicboi]

4 minutes ago, LegendaryArticuno said:

You're kinda screwed to be honest, you're best options are now to buy sets from big retailers like Amazon or Walmart. If there's broken or missing pieces take it up with the retailer and get a refund rather than submitting a request to Lego via missing pieces.

You can also try emailing service@lego.com and cc'ing one of the key executives asking to review your case and reconsider your banning.

 

 

I probably wont email them, but ill most likely purchase from amazon. Well, if i had a piece missing from a set from amazon, what are they going to do? The most i could do is to return it and buy another one 

[LegendaryArticuno]

6 minutes ago, technicboi said:

I probably wont email them, but ill most likely purchase from amazon. Well, if i had a piece missing from a set from amazon, what are they going to do? The most i could do is to return it and buy another one 

If you email just the generic service distro it'll be a waste of time, but if you cc' an executive with a title such as, Senior Director, Head of Americas Customer Development or Chief Commercial Officer (use LinkedIn) you will absolutely get a resolution. In many cases the resolution will side in favour of the customer unless there's evidence of clear fraud to avoid the potential of bad PR, or wasting an executive's valuable time.

Edited January 30, 2023 by LegendaryArticuno

[technicboi]

6 minutes ago, LegendaryArticuno said:

If you email just the generic service distro it'll be a waste of time, but if you cc' an executive with a title such as, Senior Director, Head of Americas Customer Development or Chief Commercial Officer (use LinkedIn) you will absolutely get a resolution. In many cases the resolution will side in favour of the customer unless there's evidence of clear fraud to avoid the potential of bad PR, or wasting an executive's valuable time.

I guess ill try but i still might not want to do it (not too much of a big deal) because ive been dealing with customer service all day long and i dont feel like emailing lego anymore.

 

[Mylenium]

Get in touch with whatever customer rights organisation in your country/ area and ask them what can be done. You have a faulty product and are entitled to getting the situation rectified.

Mylenium

[MAB]

2 hours ago, Mylenium said:

Get in touch with whatever customer rights organisation in your country/ area and ask them what can be done. You have a faulty product and are entitled to getting the situation rectified.

In many countries, the customer should return the product to where they bought it and not to the manufacturer.

LEGO run the missing parts service (for free replacements) more for good customer service than for legal reasons. And of course some people abuse it, hence having restrictions when they spot unusual behaviour. I am still really surprise that such a big part was missing from a set, since their scales are meant to spot such errors during the packaging stage. That is probably why they flagged the user.

[Mylenium]

2 hours ago, MAB said:

more for good customer service than for legal reasons.

Depends. The real point probably is that it's cheaper than having to deal with tons of returned products every time a 1 x 1 plate is missing. You know, they'd have to reimburse the vendors and all that. Anyway, here in Germany you have the right to "cure the contract", in turn meaning you are entitled to have your defunct stuff repaired or replaced. It's also a common rule under EU law and while consumer protections in the US may not be as stringent, I'm sure there is some rules that at least cover scenarios where a product is completely unusable, which based on the OPs story would be the case with a damaged actuator.

Mylenium

[technicboi]

5 hours ago, MAB said:

In many countries, the customer should return the product to where they bought it and not to the manufacturer.

LEGO run the missing parts service (for free replacements) more for good customer service than for legal reasons. And of course some people abuse it, hence having restrictions when they spot unusual behaviour. I am still really surprise that such a big part was missing from a set, since their scales are meant to spot such errors during the packaging stage. That is probably why they flagged the user.

Most likely yes

[Toastie]

10 hours ago, MAB said:

I am still really surprise that such a big part was missing from a set, since their scales are meant to spot such errors during the packaging stage.

True. But shit happens, even with hyper space equipment and triplicate checking. I do "live" in such an environment: The impossible happening. So they flagged him. Now humans should kick-in, equipped with a brain that believes the impossible may nevertheless happen.

I am still really surprised that they did not come to another conclusion than: Fraud. Well, maybe they do deeply believe in their machines.

Regards,
Thorsten

 

[dr_spock]

14 hours ago, MAB said:

In many countries, the customer should return the product to where they bought it and not to the manufacturer.

LEGO run the missing parts service (for free replacements) more for good customer service than for legal reasons. And of course some people abuse it, hence having restrictions when they spot unusual behaviour. I am still really surprise that such a big part was missing from a set, since their scales are meant to spot such errors during the packaging stage. That is probably why they flagged the user.

Some retailers put returned products back on the shelves.  One of my LUG members bought a set that didn't contain the figs for that set.  Someone had removed the figs, added some other figs, carefully resealed the box, and returned it.  They didn't call LEGO and brought back it to the store.  It appears that too many bad or missing pieces requests in a short period of time would raise some flags.

[Bartlomiej]

On 1/30/2023 at 11:20 PM, technicboi said:

Hi forum,

sorry, in my last post, I didn't clarify, after that one order, I asked customer service why I was banned, and they claimed that I was ordering 'more than a normal person would need'. One order does not make sense to completely ban a person from ordering again. Sure, the actuator is slightly expensive, but it was missing and I had to give them some verification (some code written on a paper next to the box). They also told me that once they do that (banning), they will not undo it in any circumstance. Now, I don't know what to do really. Again, some advice on what to do would greatly help me now. 

Same. I bought new Ferrari 812 Competizione and I can't finish it's, because set didn't have printed front lights. I wrote to LEGO and after 7 days discussion by email, they said NO. So I'm banned forever. So, i sent them photos for proof. And what. NO, BECAUSE NO. And now I didn't finish set, shop don't want return, and on BrickLink these parts are unavailable. What to do help.