LEGO Direct Customer Service

[phoinix]

hobbes i have to say i admire your patience!! i could never handle this guy and stay cool...

love your posts here ...

anyways i had 2 pieces missing from my police boat...

i wrote a rather NOT so polite letter to the customer service whatever..cause they dont support Cyprus or Greece and so i couldnt get my pieces...

They answered on that same day (even thow i WAS NOT POLITE I WAS FURIOUS and ofcourse i never said "please send me smth i paid for already!!) We have rights people wake up! whats with all these please and sorry and stuff...if you send them a letter keep it simple...parts missing..me not happy...you send...thats it!!

anyhow i got my pieces within a week even thow the customer servise dosent "support" my country!!

[kenji]

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!

people on that forum.........likes to cheat and steal and stuff.........i have seen that post too.

their thief like behaviour just disgust me.

hobbes i have to say i admire your patience!! i could never handle this guy and stay cool...

love your posts here ...

anyways i had 2 pieces missing from my police boat...

i wrote a rather NOT so polite letter to the customer service whatever..cause they dont support Cyprus or Greece and so i couldnt get my pieces...

anyhow i got my pieces within a week even thow the customer servise dosent "support" my country!!

mmmmmm...................even a 'Not so polite' letter to the customer service got you the piece you want. i wonder what Hobbes wrote to make the customer service not send his replacement...

[Sir Dillon]

Kenji. I can't really tell whether your trying to annoy us, or are just really thick. I'm beginning to think the former, but can't really tell. If it is the latter, Hobbes didn't do or say anything to make the customer service mad, or to mess up his order. It was just a mistake by the customer service. :-|

[kenji]

i agree to that too.

i think lego customer service quality has really been declining over the past few years.

not only with bad bricks, wrong sorting (the clone in 4504 would be a good example), great price difference between different region and now they are giving out wrong replacements.

just what is lego doing???

[jmacias]

well, i use to put the peeron part number and color, so, they never make a mistake.

[kenji]

well, i use to put the peeron part number and color, so, they never make a mistake.

yes, that is correct too. gonna let people know what you want, i mean out of a million pieces of lego of different size and colors it is not surprising things can get confusing.

[Hobbes]

Well, I contacted LEGO Direct again. I was polite, I said "please", I said "thank you", I offered to send the wrong pieces back, I included a picture(!) of the required piece and the LEGO part number(!), I included the instructions step it's used in, and last Friday, a week later, I received another "letter":

1 axle 4L

1 axle 6L

1 axle 8L

1 axle 10L

1 axle 12L

Summed up I do have my 32L axle now. I still haven't gotten the instructions, though...

[snefroe]

Well, I contacted LEGO Direct again. I was polite, I said "please", I said "thank you", I offered to send the wrong pieces back, I included a picture(!) of the required piece and the LEGO part number(!), I included the instructions step it's used in, and last Friday, a week later, I received another "letter":

1 axle 4L

1 axle 6L

1 axle 8L

1 axle 10L

1 axle 12L

Summed up I do have my 32L axle now. I still haven't gotten the instructions, though...

here's a question, Hobbes:

well, 2, actually,

1) do they redirect the phone to somewhere in UK?

2) who's paying the bill for such a call?

[Hobbes]

here's a question, Hobbes:

well, 2, actually,

1) do they redirect the phone to somewhere in UK?

I just saw that they have a 00800 number for Austria...

2) who's paying the bill for such a call?

... so I guess they pay.

But I don't see the point in calling. If they offer service by web/e-mail I expect it to be handled the same as phone calls. And I can't attach a picture to a phonecall, and I don't want to hang on there for half an hour explaining what piece I need or spelling the part number or my name and address.

[morris]

here's a question, Hobbes:

well, 2, actually,

1) do they redirect the phone to somewhere in UK?

I just saw that they have a 00800 number for Austria...

2) who's paying the bill for such a call?

... so I guess they pay.

But I don't see the point in calling. If they offer service by web/e-mail I expect it to be handled the same as phone calls. And I can't attach a picture to a phonecall, and I don't want to hang on there for half an hour explaining what piece I need or spelling the part number or my name and address.

wait a minute.......wait a minute............ i seriously wonder why no member suggest this.

there is a website called bricklink ( maybe you have never heard of it, that why this big fuss over 1 piece of lego)

here is the link: www.bricklink.com

you can buy separate pieces of bricks there from many sellers spread across the world.

i am sure this would help you.

[Hobbes]

wait a minute.......wait a minute............ i seriously wonder why no member suggest this.

there is a website called bricklink ( maybe you have never heard of it, that why this big fuss over 1 piece of lego)

here is the link: www.bricklink.com

Well, believe it or not, I do know that site, but that's not the point because...

you can buy separate pieces of bricks there from many sellers spread across the world.

i am sure this would help you.

... it would help if I needed additional pieces. I got a half-defective piece, though, and I want it replaced. I don't see why I should pay for that...

Thanks for your suggestion, though ;-)

[natelite]

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

somehow i doubt that ben. just the other day i bought 7706 from tru and the parts list showed 18 of these but the set only contained one. if i wanted to make the alternative model i will need 2. luckily i have some from this set

not to mention instead of getting this in white i got this instead.

now i'm not upset at all since i was still able to complete the model but it is just annoying how they can pack different items into a set instead of the original. same with 7781. i got the funny looking new rims. but i can't complain about that since i bought it from ebay, not from an authorized retailer.

[Berry Syedow]

not to mention instead of getting this in white i got this instead.

The robo pod I bought some odd months back had the same mistake. I'm curious if all of them are this way or not.

[Ras 74]

This tread is out of control.

I have never used that way to contact lego service as you mensioned Hobbes.

So in that matter I have no experiance and no idea how it works.

All I can say is that I have great experiance when I have called them.

I have never had a problem when I have called them.

It

[Morten]

I have called LEGO direct a few times. They have allways been very helpfull. Some years ago i tried to get some bricks that i coould not find anywhere, and they gave me the bricks in dark gray instead of light greay. I think that if they do not have the brick requested they try to replace it as good as possible. Offcourse it is a little strange that they don

[kenji]

so................what is stopping everyone to order "missing parts replacements" from LEGO even if they DO have the piece????

[Hobbes]

so................what is stopping everyone to order "missing parts replacements" from LEGO even if they DO have the piece????

Nothing. It's happening, too. They just don't accept "bulk orders", they'll send you a certain, very low number of replacements only.

[natelite]

if i order one lot a day, i could potentially get the whole model/set in a month or two. :-/

i thought they would need the serial number of the box at least. oh well, i think we already know TLG didn't exactly hired the smartest people in the world.

no wonder they keep losing money. i betcha it's from "customer service" cost. imagine them having to send individual parts, the postage cost, the packaging cost, all for a cost of $2 to replace a $0.05 part. if through this method i get a whole set worth $10-20 retail, you can easily see how lego is losing $30 or more just by sending "replacement" parts. massive abuse can easily run the "customer service" to the point where all they do is bring profit to shipping companies and incurring serious losses. this is actually bad for consumers because price of future sets will go up to cover the "customer service" cost or TLG will go bankrupt servicing "customers."

[Hobbes]

Customer Service sure costs a lot, but they do keep track of orders. And there sure is a red warning light implemented somewhere somehow...

[Ras 74]

but they do keep track of orders. And there sure is a red warning light implemented somewhere somehow...

I bet they do.

Maybe not forever, but for awhile back in time they do.

Can

[kenji]

!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!I KNOW THE ANSWER!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!

hey hobbes, did you previously claimed alot of other replacements from LEGO????

that is why they are like "oh, it is this guy again."

and send you the wong replacements .

i dunno,it is only a speculation.

[gylman]

I need to reread this threat while on some mind altering substance. - I'm sure it will be even more entertaining.

Honestly, I have never had a part missing. Every time I thought something was missing, it ended up being under the rug, or stuck to my foot, or whatever.

I have never had a warped part.

Is this a North America vs Europe thing? Are our boxes packed or quality controlled differently than in Europe?

My biggest issue with S@H has been the rare dented Lego box in an overly soft shipping carton. Since it was going for parts, I didn't try to get a new one.

[Hobbes]

hey hobbes, did you previously claimed alot of other replacements from LEGO????

Nope.

that is why they are like "oh, it is this guy again."

and send you the wong replacements .

That would be pretty unprofessional, don't you think?

i dunno,it is only a speculation.

Mhm...

[snefroe]

I need to reread this threat while on some mind altering substance. - I'm sure it will be even more entertaining.

Honestly, I have never had a part missing. Every time I thought something was missing, it ended up being under the rug, or stuck to my foot, or whatever.

I have never had a warped part.

Is this a North America vs Europe thing? Are our boxes packed or quality controlled differently than in Europe?

My biggest issue with S@H has been the rare dented Lego box in an overly soft shipping carton. Since it was going for parts, I didn't try to get a new one.

well it seems to me that the missing part phenomenon only started this year or last year. i never had any complaint up untill january 2006 when i got the exo force uplink... So maybe your "missing part set" is still to come... ;-)

[kenji]

i have never encountered a missing part set in my life.

i wonder why other people does