Lego customer service

[22kane]

I recently got back into Lego this year, heavily. I have been buying sets left and right as well as some older sets that I missed out on via eBay. So far out of all of the sets I have purchased two of them were missing parts. Both times that I called Lego customer service the representatives were extremely friendly and helpful. They immidietaly apologized for my inconvienience and shipped the missing parts to me ASAP. I can't remember the last time I have had such excellent service!! I am a store manager for a large retail chain and pride myself on our level of customer service but let's be honest, sometimes good help is hard to find. In this day and age with places like Walmart where customer service doesn't exist it's refreshing to deal with a company that has such a high level of it. I say kudos to lego and keep up the great work!! Buying a set with missing parts isn't even a problem when you're dealing with their reps. Great job!!

I'm curious if anyone else out there would be interested in sharing some of their positive experiences with legos customer service?

[Artifex]

I had only two experiences with Lego customer service.

In the first one, I asked about some rumours that Kingdoms would not last past 2010. They promptly answered me, denying those false rumours (wich I got from someone at Hamleys/London).

In the second time, I asked for pieces that were missing in a box sealed Medieval Market Village I bought inthe Lego store in the Bluewater Shopping Center. I filled all forms, but I never got an answer.

So you could say I got 50-50 with Lego customer service so far.

[AlexScammer]

I had missing parts and a figure one time, but the experience is great!

LEGO sent me missing parts immediately and I completed the set. :)

Great job again!!!

[Aanchir]

I recently got back into Lego this year, heavily. I have been buying sets left and right as well as some older sets that I missed out on via eBay. So far out of all of the sets I have purchased two of them were missing parts. Both times that I called Lego customer service the representatives were extremely friendly and helpful. They immidietaly apologized for my inconvienience and shipped the missing parts to me ASAP. I can't remember the last time I have had such excellent service!! I am a store manager for a large retail chain and pride myself on our level of customer service but let's be honest, sometimes good help is hard to find. In this day and age with places like Walmart where customer service doesn't exist it's refreshing to deal with a company that has such a high level of it. I say kudos to lego and keep up the great work!! Buying a set with missing parts isn't even a problem when you're dealing with their reps. Great job!!

I'm curious if anyone else out there would be interested in sharing some of their positive experiences with legos customer service?

Back in the 90s my dad used to spend many long hours on the telephone with LEGO Customer Service, for various reasons (the one that springs to mind most easily is the bug-ridden LEGO software like the LEGO Rock Raiders game, but there were other issues). Back then, for our trouble we'd usually get a free keychain in the mail, and my brother and I accumulated quite a collection of them. I don't think they're doing that anymore, which is a shame considering that most of our minifigure keychains are badly broken (something that seems to be the rule rather than the exception if you keep them on a backpack). But at the same time, it was very reassuring that TLG actually cares enough to offer material consolation for those things they can't actually replace.

My dad's still the main one who talks to customer service on the phone over issues (I prefer to use e-mail, and have never been fond of phone conversations). My dad recently got PO'd about a discrepancy on the LEGO website, where he got a VIP e-mail about the White House set being available in the US and followed the link to find that it wasn't, in fact, available. But no matter how furious he is when he first makes a call, he has a good sense of humor, and usually ends up laughing and joking with the customer service representative for most of the call.

As for the e-mail customer service, it's not as much of a back-and-forth conversation with me most of the time, so there's not that same obvious feeling that TLG cares about your request. But at the same time, I always feel comfortable e-mailing LEGO customer service any time I find anything on the LEGO website that needs to be addressed. I recently made an e-mail about the online Pick-A-Brick not offering all colors currently available from that service in the "Exact Color" drop-down menu, and while it still hasn't been fixed (Silver Metallic and Titanium Metallic are conspicuously absent), I still am confident that they did listen to my e-mail, since it was more for their benefit than mine.

And of course the Customer Service website is a godsend. It makes it easy to access PDF building instructions for most sets, and the Replacement Parts site is a great way to look at the inventory of a set-- whether just to see high-quality renders of a part, or to double-check a part's color if you don't trust Bricklink. The fact that they are often willing to give you a price quote on a part you don't have even if you're not actually missing it demonstrates how the company goes above and beyond what might be experienced with another toy company.

[Hoboman]

I have called them four times for various reasons. I have found that their service is well above the norm each time I have interfaced with them. They were fast to help and a pleasure to deal with.

[Piratedave84]

I dealt with TLG's customer service on 6 occasions (3 missing pieces, 1 crumpled sticker sheet and 2 misprint) and have always received excellent customer service.

I work in a government call centre which is rated highly amongst world class (international) call centres for the quality of it's customer service. I like to think I have a good idea of what good customer service is. In my book LEGO is the embodiement of excellent customer service; the reps are apologetic, understanding, willing to help and are always attentive to the caller\customer's needs.

Kudos to TLG for having such a high level of profesionalism amongst it's reps and striving to maintain total customer satisfaction!

Pirate

[brickmack]

I've probably had about 15 experiences with customer service (Combo of breaking a lot of ball joints and being VERY unlucky with missing parts). Every time except once they sent the parts I needed, and the other time it was just a few small parts that I had about 500 of so it didn't really matter much anyway.

I had only two experiences with Lego customer service.

In the first one, I asked about some rumours that Kingdoms would not last past 2010. They promptly answered me, denying those false rumours (wich I got from someone at Hamleys/London).

In the second time, I asked for pieces that were missing in a box sealed Medieval Market Village I bought inthe Lego store in the Bluewater Shopping Center. I filled all forms, but I never got an answer.

So you could say I got 50-50 with Lego customer service so far.

Did you try sending it again? Sometimes they have problems where the message just gets lost or the website isn't working right and isn't sent or something like that, so they may not have even gotten it.

Edited July 6, 2011 by brickmack

[ziljin]

It has excellent customer service for sure. They always answer my emails right away. I emailed them about my pink lion knights and got replacements with no problem.

The only thing is, when buying stuff from S@H, the shipping they always use for me tends to be the cheapest kind of shipping they can get(despite costing so much considering most online stores offer free shipping all year long now). Half the time the tracking does not even update until the day of delivery. And sometimes I even received the package before the tracking results were even posted. Waiting on two pick a brick orders right now, DHL says "Package tendered" on June 29th and June 30th but it also lists USPS but they say "There is no record of this package". It's been a week with no updates. =(.

They might be getting better though since the regular packages (Sets and promotional target practice) arrived promptly though with functional tracking numbers.

Edited July 6, 2011 by lego40k

[Lego Otaku]

I agree their service is beyond excellent. I've contacted them 3 times since coming out of the dark age last year. One for damaged piece, one for missing piece, and again for service pack for the set 10213. They always answered fast and sent in the parts.

[Brickdoctor]

I've had only one experience, and it was a while ago, but it was definitely positive. Long story short, a younger relative got ahold of my TIE Bomber set and shot the blunt shooter missile into the Land of Lost LEGO Bricks. I didn't have a ton of those at that time, so I was a litte upset, but Customer Service understood and replaced it for free.

[AndyC]

I've had a few dealings with them over the past couple of years and every time has been a positive experience. I even contacted them after picking up a MISB 4483 At-At, because one of the old grey technic beams was deformed. I wasn't expecting much, but to my surprise they happily sent me a replacement part.

[Brickus]

I find their Customer Service is of the highest quality, I deal with them on regular occasions, and always find that they are very friendly and always send out the parts or the stickers when I need them. Which reminds me, my Mr Gibbs figure is poorly printed on the back, with smudge marks and black streaks, so I should be sending out an email very shortly.

[Calabar]

In my experiences, it is probably the best customer service I ever deal with.

In the second time, I asked for pieces that were missing in a box sealed Medieval Market Village I bought inthe Lego store in the Bluewater Shopping Center. I filled all forms, but I never got an answer.

I noted that in this case they often don't answer but send the pieces anyway.

If your pieces are not arrived, contact them again: probably the letter they send has been lost by the post system.

Two notes about that:

- it is impossible that many pieces are missing from a set, because every set is carefully weighted. My experience in this situation was a wrong tire in a small set: the tire i received and the right one was almost identical in weight, so the error was possible.

- often the piece arrives many time later, even more than a month. So if it is not arrived still, be patient.

[ziljin]

In my experiences, it is probably the best customer service I ever deal with.

I noted that in this case they often don't answer but send the pieces anyway.

If your pieces are not arrived, contact them again: probably the letter they send has been lost by the post system.

Two notes about that:

- it is impossible that many pieces are missing from a set, because every set is carefully weighted. My experience in this situation was a wrong tire in a small set: the tire i received and the right one was almost identical in weight, so the error was possible.

- often the piece arrives many time later, even more than a month. So if it is not arrived still, be patient.

I read once that someone bought a set and inside found a bag from a different set and then they got the original bag free of charge.

Edited July 7, 2011 by lego40k

[Si-MOCs]

In all my years I’ve actually only called up Customer Service once. I’ve had a few missing pieces for the most part they weren’t anything major that I couldn’t easily replace instantly. Though my friend’s once had the wrong bag (duplicate of existing bag).

But I was actually quite surprised how accommodating and nice they were, I had received a 9v train as a present from overseas, and DAR, no one (including me) thought about the different transformers, being my first train set after my dark ages, I was well frankly a bit disappointed, so I called them up and I was very straight with them – it wasn’t missing – it was just wrong continent – they put me on hold to talk to their supervisor – as it’s a pretty expensive item – and after a few minutes of music, they came back and said no problem and in few days I had my little cargo train flying around :)

On a related note, I did meet the customer service people once (not the call center, but the pickers), they were very cool. And I saw the massive isle of ‘retired’ set parts that they kept around – just in case :)

But seeing how busy they were, it dawned on me how often there are missing/lost pieces... but percentage wise it must be low given how many sets get sold around the world...

[Vindicare]

It's always been positive for me.

I didn't recieve my MMV in the timeframe said, I called and they checked it out and it turned out the the numbers in my address were mixed up. I then received my set rather quickly.

Then, with the whole shiny/pearl gold POTC theme. I emailed them about it, they sent it out, no gold bars though. Emailed again, got another 2 sets of coins with my bars. They always returned my emails quickly.

Definite :thumbup: from me!

[TeufelHund]

They always send out replacement pieces promptly when I complain about missing, damaged or poor-quality pieces.

I have had one bad experience though, when I complained about some horse armour from a Kingdom's set with pink rather than white, panels. First they sent me out a minifig torso instead of the correct piece and then when I told them about the problem lectured me about not giving them the full details of the piece that needed replacement (BS - I gave them the part number and a full description) and then they promptly sent me a replacement part pinker than the one I was complaining about!

[ziljin]

They always send out replacement pieces promptly when I complain about missing, damaged or poor-quality pieces.

I have had one bad experience though, when I complained about some horse armour from a Kingdom's set with pink rather than white, panels. First they sent me out a minifig torso instead of the correct piece and then when I told them about the problem lectured me about not giving them the full details of the piece that needed replacement (BS - I gave them the part number and a full description) and then they promptly sent me a replacement part pinker than the one I was complaining about!

me and two other guys on eurobricks received the replacement piece for the pink horse barding and it was still pink.

[mr ndslfreak]

I lost a brick from my taun-taun and I lost my jay.I contacted with lego ccustomer sevice and 1.I got it all free 2. I got a whole free taun-taun! :classic:

[Rocketbilly]

I received a misprinted torso in the Helicopter and Limo City set. I emailed Customer Service about it and not only did they send me the properly printed torso I needed but they sent me one of each of the torsos in that set. Four torsos!

[danim]

i contacted lego last night as I saw that the toy story train small wheels would be perfect for a moc that I am doing. So I emailed them throught their replacment part service since that was the easyest way of entering the information and asked them how much it would be for four of them they emailed me back saying they were sending out the wheels free of charge and thanks for contacting them. The wheels sell on bricklink for about 40p each

[Vindicare]

They always send out replacement pieces promptly when I complain about missing, damaged or poor-quality pieces.

I have had one bad experience though, when I complained about some horse armour from a Kingdom's set with pink rather than white, panels. First they sent me out a minifig torso instead of the correct piece and then when I told them about the problem lectured me about not giving them the full details of the piece that needed replacement (BS - I gave them the part number and a full description) and then they promptly sent me a replacement part pinker than the one I was complaining about!

Well, maybe you should've sent the pink barding in with a note saying that you'd like this remedied. Oh wait, but then you wouldn't have 2 for the price of one. How are they supposed to know they had sent you ome pinker than the last, without something to go off of...

[drevim]

Just had to contact them about a couple of missing pieces. I received an email back in less than 2 hours, and the pieces in 6 days. Can't complain, and the email was nice and professional, much more than you get from most businesses now a days.

[Ogre]

I had to call yesterday, after a VIP points mix-up and due to the fact that I still haven't received my summer catalogue.

Lady on the other line was exceptionally nice, as always and get this...SHE REMEMBERED ME FROM SEVERAL MONTHS AGO and even remembered calling my wife with some info for me, since I wasn't home!

That's pretty freakin' stellar, IMO.

[Brickdoctor]

Lady on the other line was exceptionally nice, as always and get this...SHE REMEMBERED ME FROM SEVERAL MONTHS AGO and even remembered calling my wife with some info for me, since I wasn't home!

That's pretty freakin' stellar, IMO.

Wow. This gets my vote for best evidence of how awesome LEGO Customer Service is.