Vindicare Posted August 8, 2011 Posted August 8, 2011 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. Wow, that's above and beyond right there. Do you remember her name? If you do, I'd definitely send an email to the correct Lego department and tell them what you told us. It's always good to inform the higher ups of a company when someone does that. Quote
Ogre Posted August 8, 2011 Posted August 8, 2011 (edited) Wow, that's above and beyond right there. Do you remember her name? If you do, I'd definitely send an email to the correct Lego department and tell them what you told us. It's always good to inform the higher ups of a company when someone does that. Good idea. *edit* Done! Edited August 8, 2011 by Ogre Quote
SilvaShado Posted August 10, 2011 Posted August 10, 2011 We've always had good experiences with LEGO's customer service. I always complain when the instruction booklets or sticker sheets are damaged, which is quite often with the larger sets. And they send me replacements right away. Recently, my husband had a problem with using an e-gift card. When it got all figured out, he got a follow-up call and the rep wanted to apologize for the problem and gave us the free gift of the month, even though we didn't spend enough. Actually, after a long conversation, she gave us both July's and August's gifts - 2 of each. My husband wrote a blog about it, if anyone wants to read the whole story. Quote
Vindicare Posted August 10, 2011 Posted August 10, 2011 We've always had good experiences with LEGO's customer service. I always complain when the instruction booklets or sticker sheets are damaged, which is quite often with the larger sets. And they send me replacements right away. Recently, my husband had a problem with using an e-gift card. When it got all figured out, he got a follow-up call and the rep wanted to apologize for the problem and gave us the free gift of the month, even though we didn't spend enough. Actually, after a long conversation, she gave us both July's and August's gifts - 2 of each. My husband wrote a blog about it, if anyone wants to read the whole story. What do you mean when you say damaged? I'm curious because I've bought many sets, but have never had damaged instructions, just bent corners or instructions don't lay flat. Quote
SilvaShado Posted August 11, 2011 Posted August 11, 2011 What do you mean when you say damaged? I'm curious because I've bought many sets, but have never had damaged instructions, just bent corners or instructions don't lay flat. I consider any bending, creasing or warping as damage. I mean, if it's just a corner, I don't mind. But when the booklet is creased in half or at multiple points, I have an issue with that. This didn't use to happen when they packaged the insides of the box better. I mean, all they have to do is bag and board the instructions, stickers and other delicate items like cloth sails and there wouldn't be any problems. Quote
Vindicare Posted August 11, 2011 Posted August 11, 2011 I consider any bending, creasing or warping as damage. I mean, if it's just a corner, I don't mind. But when the booklet is creased in half or at multiple points, I have an issue with that. This didn't use to happen when they packaged the insides of the box better. I mean, all they have to do is bag and board the instructions, stickers and other delicate items like cloth sails and there wouldn't be any problems. Hopefully they'll expand that packaging the instructions and stickers in the cardboard backed bags. Quote
SilvaShado Posted August 12, 2011 Posted August 12, 2011 Hopefully they'll expand that packaging the instructions and stickers in the cardboard backed bags. They've done it with a few sets, so I know they can do it. So they just need to do it all the time, or at least for the bigger sets. The smaller sets don't usually have the same problems. Quote
Brickdoctor Posted August 12, 2011 Posted August 12, 2011 They've done it with a few sets, so I know they can do it. So they just need to do it all the time, or at least for the bigger sets. The smaller sets don't usually have the same problems. Reportedly it started with stickered sets of over 1,000 pieces, and TLG plans to eventually extend that range to the other sets. Quote
SilvaShado Posted August 14, 2011 Posted August 14, 2011 Reportedly it started with stickered sets of over 1,000 pieces, and TLG plans to eventually extend that range to the other sets. That's good to know. It really is a simple solution to the problem. Quote
22kane Posted August 25, 2011 Author Posted August 25, 2011 I picked up another set of Whitecap Bay POTC and discovered bag 1 was missing. I called Lego and asked the rep if I should just take it back but she said they could just send out the bag I was missing so I didn't have to deal with Targets customer service department. They just make everything so much easier. They just have some of the nicest people working there. I've never had better customer service, really. Anytime I have an issue they fix it immediately. Quote
Roger Rabbit Posted August 29, 2011 Posted August 29, 2011 They have great customer service. Although I've only dealt with them online, I cannot fault them. I recently got back into Lego and got myself the Fire Brigade, only to find a small window was missing. I filled out the form online and it was with me within ten days. About a month later I stood up and what fell out of my dressing gown (which I'd worn everyday since), only the missing window.. I felt so bad. Interestingly, I found that the very same window was missing from my Grand Emporium, so I used the replacement then, and now longer felt like I decieved them. Even when filling out surveys, they are brilliant. I filled out a survey which voiced my minor disappointments with the police motorcycle set (which wasn't a big deal, it was free anyway) and within four hours they sent a reply saying how sorry they were. Now that's good service. Quote
kaykay Posted August 29, 2011 Posted August 29, 2011 i've been missing several parts from my sets and its just to easy to claim a missing part, received the missing part within 2 weeks. I had a damaged part with the race car driver from the minifigure series, the visor wasn't molded properly, so i sent them an email if i could get a replacement part for it, turns out that wasn't possible, so they offered to send me either a randomly picked minifigure or a keychain of my choice. I went with the keychain! I admire they're boldness to trust their customers - I just hope it doesn't get abused, as these things (getting anything for free) usually are. @ Roger Rabbit - I found my 'missing' piece too, ah felt bad... turned out it was stuck in the plastic bag. Quote
Recommended Posts
Join the conversation
You can post now and register later. If you have an account, sign in now to post with your account.