LEGO Direct Customer Service

[Hobbes]

I recently bought a 8421 Technic Crane. Apart from the dog-eared instructions booklet, which seems to have become a standard nowadays, the set also came with this piece badly bent/deformed. Meaning, it wasn't straight but pretty strongly "curved". I managed to straighten it a bit (didn't try too hard cos I didn't want to break it) and it does work, but it's still not straight as it's supposed to be. And since it is quite an expensive set I wanted a replacement.

So I used the web form on lego.com and asked for replacement of the dog-eared instruction booklet and the axle.

Today I received this:

I mean, yeah, I'm supposed to use my imagination, but even if I do and glue these three axles together I only get a 18L axle. I could use connectors, yes, but using extra parts is not the purpose of a replacement, is it?... Oh, imagination, I forgot...

OK, it's nice that they send something even if they don't have what you ask for but in this case it's just useless and shows that they don't really think about what they send instead |-/

Oh, and I didn't receive the instructions. I had dog-eared instructions with 8436, too, and did get a replacement (anybody interested in the dog-eared ones? :-P ). But maybe they've sent them seperately this time...

[kenji]

I recently bought a 8421 Technic Crane. Apart from the dog-eared instructions booklet, which seems to have become a standard nowadays, the set also came with this piece badly bent/deformed. Meaning, it wasn't straight but pretty strongly "curved". I managed to straighten it a bit (didn't try too hard cos I didn't want to break it) and it does work, but it's still not straight as it's supposed to be. And since it is quite an expensive set I wanted a replacement.

So I used the web form on lego.com and asked for replacement of the dog-eared instruction booklet and the axle.

Today I received this:

I mean, yeah, I'm supposed to use my imagination, but even if I do and glue these three axles together I only get a 18L axle. I could use connectors, yes, but using extra parts is not the purpose of a replacement, is it?... Oh, imagination, I forgot...

OK, it's nice that they send something even if they don't have what you ask for but in this case it's just useless and shows that they don't really think about what they send instead |-/

Oh, and I didn't receive the instructions. I had dog-eared instructions with 8436, too, and did get a replacement (anybody interested in the dog-eared ones? :-P ). But maybe they've sent them seperately this time...

did you ask nicely???

for my first time i was like you, impatient and making complaints to Lego in an 'i am definitely right' gesture and in the end they got my replacements all wrong.

so for my second time i asked nicely through the phone and they send me exactly what i asked for.

got to be polite sometimes....i mean, out of all the lego buyers, who do you think you are?

ask nicely, say you 'please' and 'thank you' , i assure you they will give what is aksed for.

[Hobbes]

did you ask nicely???

for my first time i was like you, impatient and making complaints to Lego in an 'i am definitely right' gesture

Uh, where did I say I was impatient? I asked for parts A and B and received part C.

and in the end they got my replacements all wrong.

What, and I'm supposed to understand that?

got to be polite sometimes....i mean, out of all the lego buyers, who do you think you are?

I hope you don't mean it the way it "sounds"...

ask nicely, say you 'please' and 'thank you' , i assure you they will give what is aksed for.

I did that using the web form. Any other suggestions?

[kenji]

did you ask nicely???

for my first time i was like you, impatient and making complaints to Lego in an 'i am definitely right' gesture

Uh, where did I say I was impatient? I asked for parts A and B and received part C.

and in the end they got my replacements all wrong.

What, and I'm supposed to understand that?

got to be polite sometimes....i mean, out of all the lego buyers, who do you think you are?

I hope you don't mean it the way it "sounds"...

ask nicely, say you 'please' and 'thank you' , i assure you they will give what is aksed for.

I did that using the web form. Any other suggestions?

Uh......like LEGO doesn't know you or anything right i suppose???

so why would they not give you the instructions and replace your parts properly?????

maybe it is the way you wrote your request to them, have to be nice, you know, when you ask for something from other people.

try writing again, say alot 'please' and 'thank you' and in a desperate-begging tone i am sure they will do their job right this time.

[Deinonychus]

That's odd, I've never had anything but 110% positive experiences when dealing with Customer Service. They've always given me exactly what I've asked for and in a couple cases, given me things I didn't even think to ask for.

I've seen quite a few problems like this reported on here, and yet my personal experience has always been 180 degrees opposite...weird and disturbing 8-|

[kenji]

That's odd, I've never had anything but 110% positive experiences when dealing with Customer Service. They've always given me exactly what I've asked for and in a couple cases, given me things I didn't even think to ask for.

I've seen quite a few problems like this reported on here, and yet my personal experience has always been 180 degrees opposite...weird and disturbing 8-|

i agree, it is ..................weird

[Hobbes]

Uh......like LEGO doesn't know you or anything right i suppose???

???

so why would they not give you the instructions and replace your parts properly?????

I dunno, you tell me.

maybe it is the way you wrote your request to them, have to be nice, you know, when you ask for something from other people.

Again: I used the web form, which is a formal, impersonal, automatic e-mail generator, nothing else.

try writing again, say alot 'please' and 'thank you' and in a desperate-begging tone i am sure they will do their job right this time.

Why should I? I didn't make a mistake. And I was polite.

[kenji]

Uh......like LEGO doesn't know you or anything right i suppose???

???

so why would they not give you the instructions and replace your parts properly?????

I dunno, you tell me.

maybe it is the way you wrote your request to them, have to be nice, you know, when you ask for something from other people.

Again: I used the web form, which is a formal, impersonal, automatic e-mail generator, nothing else.

try writing again, say alot 'please' and 'thank you' and in a desperate-begging tone i am sure they will do their job right this time.

Why should I? I didn't make a mistake. And I was polite.

that's my whole point.

to LEGO company , individual buyers like you are a small potato if not nothing. plus you probably didn't ask politely enough so who ever read your email simply played a little trick on you.

and yes, there is not much you can do about it now except take a picture and post it up here so everyone can hear your tragic story. (those axle probably cost like 0.1USD in BL anyway)

try email them again, be polite, explain your situation and hope they will respond to your request.

[Hobbes]

and yes, there is not much you can do about it now except take a picture and post it up here so everyone can hear your tragic story.

try email them again, be polite, explain your situation and hope they will respond to your request.

Customer service rule #1: the customer is king, no matter how he acts or behaves. You don't play tricks on customers as customer service.

(those axle probably cost like 0.1USD in BL anyway)

Read my opening post again...

I was merely telling about an experience with LEGO Direct, nothing more. I wasn't looking for a "solution" or what I'm supposed to do. I'm mature enough to handle it myself. Now, stop telling me to be polite because that wasn't the point of this thread.

[Mister Phes]

Is this Kenji dude serious? :-D I'm laughing my megablocks off at this thread...

[Hobbes]

I'm laughing my megablocks off at this thread...

Understandable. The whole purpose of the thread is destroyed... I'll go in a corner and cry for a bit...

What are you doing outside your realms, anyways?

[ghoulrealm]

Is there anything on the invoice or shipping pakage that corrisponds at all or slightly off to the part number or description?

Accidents will happen. It's just a matter of how many constitutes a real problem, but so far it's allready two; 1 on quality control and 1 on part replacement.

Persistance will pay off, but what a hassle. *wacko*

ps. don't forget to ask real nice and then start crying! :'-(

[kenji]

and yes, there is not much you can do about it now except take a picture and post it up here so everyone can hear your tragic story.

try email them again, be polite, explain your situation and hope they will respond to your request.

Customer service rule #1: the customer is king, no matter how he acts or behaves. You don't play tricks on customers as customer service.

(those axle probably cost like 0.1USD in BL anyway)

Read my opening post again...

I was merely telling about an experience with LEGO Direct, nothing more. I wasn't looking for a "solution" or what I'm supposed to do. I'm mature enough to handle it myself. Now, stop telling me to be polite because that wasn't the point of this thread.

dude, the 'customer is king' thing is only a long lost legend, we are never right.....or wrong if that matters. we just have to go with the flow, we can only choose to buy or not to buy when something is produced.like you can be a customer and say to lego 'i think a set of CTT should only cost 5USD', i mean when i say you i mean anyone can go and say that to LEGO but that doesn't make them right even if they are customer, right????

as for not playing tricks on customers........

given with what you have told me i think a trick has been played on someone already..........fancy giving 3 short axle when a long one is asked for.........

i know you are not asking for a solution, but then i am lost at why do you bring this up????? maybe just as ghoulrealm has mentioned------------be polite and then cry later.

don't worry, we are always here to help you out.

[snefroe]

well i guess it depends on the person that is handling your file. Some will do a great job others won't ...

from all the posts about the services, i'd have to say they're quite passive. i mean:

they usually don't ask questions about you missing a part, they'll just send you a new piece if you need one. Maybe there's fraud involved, but they don't take steps to see if it's the case, they don't get actively involved. Their motivation is probably kinda low... i guess that also means they don't double check things. you're a file number, that's it. so if some one reads it the wrong way, you'll get stuck with the outcome.

[Hobbes]

dude,

Please, don't... "dude-ing" someone is, like, so not, like, cool...

the 'customer is king' thing is only a long lost legend,

For Customer Service, no matter which one, it's not. Definately not.

we are never right.....or wrong if that matters. we just have to go with the flow, we can only choose to buy or not to buy when something is produced.like you can be a customer and say to lego 'i think a set of CTT should only cost 5USD', i mean when i say you i mean anyone can go and say that to LEGO but that doesn't make them right even if they are customer, right????

Whatever CTT is, but what's that got to do with Customer Service? Please, read the thread again. And then get off those drugs... please...

i know you are not asking for a solution, but then i am lost at why do you bring this up?????

What's a message board for? Sharing your thoughts and experiences about your hobby. Experiences with Customer Service is part of it. Not that I haven't mentioned that before...

don't worry, we are always here to help you out.

Now I am worried...

from all the posts about the services, i'd have to say they're quite passive.

[...]

you're a file number, that's it. so if some one reads it the wrong way, you'll get stuck with the outcome.

That's the experiance I've gotten. It's not the first time inquiries went like that. Although, one time I did receive a call(!) at home and the lady left a message on my answering machine. That was surprising...

[ghoulrealm]

If you're courteous enough, I may send you some axels.(maybe even the right one)

however if your'e 1 thankyou or please less than nessessary I'll warp them all! X-D

[Hobbes]

:-D :-D :-D

[kenji]

dude,

Please, don't... "dude-ing" someone is, like, so not, like, cool...

the 'customer is king' thing is only a long lost legend,

For Customer Service, no matter which one, it's not. Definately not.

we are never right.....or wrong if that matters. we just have to go with the flow, we can only choose to buy or not to buy when something is produced.like you can be a customer and say to lego 'i think a set of CTT should only cost 5USD', i mean when i say you i mean anyone can go and say that to LEGO but that doesn't make them right even if they are customer, right????

Whatever CTT is, but what's that got to do with Customer Service? Please, read the thread again. And then get off those drugs... please...

i know you are not asking for a solution, but then i am lost at why do you bring this up?????

What's a message board for? Sharing your thoughts and experiences about your hobby. Experiences with Customer Service is part of it. Not that I haven't mentioned that before...

don't worry, we are always here to help you out.

Now I am worried...

from all the posts about the services, i'd have to say they're quite passive.

[...]

you're a file number, that's it. so if some one reads it the wrong way, you'll get stuck with the outcome.

That's the experiance I've gotten. It's not the first time inquiries went like that. Although, one time I did receive a call(!) at home and the lady left a message on my answering machine. That was surprising...

pal, maybe that is it. people did call you up to ask what is your issue with your lego but you were not there to answer them at home. i would assume they don't just have people sitting in the lego office waiting for someone to come home and then ask them about their missing axle and wrinkled instructions booklet.

but then again i am not sure if that is the case, letr's put it this way, if everyone's replacements are fine and settled, why is yours not all right?????/have you not done something ???? you know, it is easier to change yourself than change other people.

oh you don't know what a CTT is?????i thought you are quite good with Lego and stuff but i could be wrong. nevermind, the CTT is short for Clone Turbo Tank. hope that has answered your question and helped you alot.

[xwingyoda]

pal, (...) but then again i am not sure if that is the case, letr's put it this way, if everyone's replacements are fine and settled, why is yours not all right?????/have you not done something ???? you know, it is easier to change yourself than change other people.

"pal", a friendly piece of advice here, do tone down before its too late ;-)

I'm getting tired of those "attack" threads really !!

oh you don't know what a CTT is?????i thought you are quite good with Lego and stuff but i could be wrong. nevermind, the CTT is short for Clone Turbo Tank.

And so ? Those types of acronyms are usually/nearly exclusively known & used by SW fans. I really dislike reading those kind of sarcastic posts *sad*

And please guys, DO NOT quote the entire post when you want to quote just a part of it !! Its really annoying !!

Why can't people have more common sense these days :-|

*yoda*

[ghoulrealm]

I suppose "pal" is a "cool" way of saying "dude."

anyway this is going to be great!

wonderful thread *y*

It is getting a bit 'heavy' in here, but it sure is funny. :-D

[kenji]

i am not being heavy and sarcastic, i was offering my help.

in fact, i have got lots of axle of different lengths which i don't really need.

if you can ask me politely, i can even look to see if i have anything you want.

just trying to be helpful to those who needs help.

[ellerb]

Customer service makes a few mistakes from time to time. They may have misunderstood your request or did not have the axle in the replacement parts stock. I suggest calling and speaking to a rep. LEGO will replace the part. Quality is something the company takes very seriously. If you still do not have luck on the phones, I could look into it for you.

Ben Ellermann

LEGO Ambassador

[ghoulrealm]

Hobbes said he didn't need a solution.

I think the point of this thread is to ask if anyone else has had these problems and find out how common they are.

[kenji]

in that case, it never happened to me........i wonder why.

[captaintau]

I had a warped piece in my Slave I. I called LEGO. No problems whatsoever. Really nice and polite and efficient. Never had this problem or any like before. Then a week later, piece missing from my tehnic Jango Fett. I didn't have the courage to call them again so close to the previous time in case they thought I was extracting the urine (they do record the calls). So I got the piece from Bricklink!

I vaguely recall someone on FBTB saying they used the call ask for replacement stickers as they collected everything "mint". He explained there was nothing wrong with his stickers and he was just a collector and willing to pay, but they always sent more with no charge!