Lego Survey Reply

[snaillad]

Hey everyone.

I recently received a survey from the TLG regarding a product I recently bought. Strange as I have not bought anything for months but I did get 10218 - the petshop for my birthday so thought I would use that for the survey. Anyway there were questions about what I like about the set, didn't like, design etc. I commented about I thought it was not as good as previous modulars (IMO), and that I also felt the quality of bricks in general has declined in recent years and asked whether this might be down to some production going to China.

I know it is a separate topic and is well debated but the response I got is to, I suppose assure me they still have very high standards wherever the bricks are made. The letter says they wanted to get back to me 'personally' but it feels like its a pasted answer to a question thats probably been asked a million times before me. I was just wondering if anyone else has received this response.

To be fair I was never expecting a reply at all and there is a name at the end which I have blanked out but I can reply to the email again if I wish to talk further.

Dear ******,

Thank you very much for taking the time to participate in our survey. We love to get feedback from our fans, and yours is very valuable to us! We received your completed survey, and after reading your comments, thought it would be great to get back to you personally.

We're sorry to hear that you're unhappy about the design of your LEGO® set. We try really hard to make sure our toys are imaginative, creative, fun and last for ages! We have a team of experts in Denmark whose job it is to invent and test new LEGO sets, themes and toys. They tell me it takes years to check everything. They need to test all the new ideas, talk to the factory about how to make them, work out what sort of box it needs to go in and then deliver the new sets to all the shops in 130 countries!

Listening to what LEGO fans have to say helps us get better and better so I'm going to pass your comments on to the team in charge of this area.

Now in regards to your comment about the quality of our bricks. I apologize that you feel as if the quality of our bricks has declined. The LEGO Group's own production sites are located in Denmark, the Czech Republic, Hungary and Mexico. Further to our own production we source approximately 8% of the parts for our construction toys from China. The parts we source from China include a smaller portion of our LEGO and DUPLO elements as well as the majority of our electronic components and textile elements.

Please let me assure you that the focus of the LEGO Group has always been and will remain on quality. No matter where our products are produced, they must comply with our high standards.

Prior to being accepted as a LEGO supplier all companies must be audited by the LEGO Group to ensure they have the agreed methods of operating and traceability. All our suppliers including those in China must adhere to our strict Code of Conduct and meet the high quality standards we have in our own factories. You can find our Code of Conduct in the "About Us" section of www.LEGO.com.

The LEGO Group maintains a Global Quality Assurance Department in Hong Kong and Shenzhen, China whose only task is to secure safe, high quality products and good working conditions.

As a responsible toy manufacturer, children's safe and enjoyable use of our products is of the utmost importance to us, and we make every effort to ensure this.

As such an avid fan, have your checked out BuildTogether.com? It is an amazing site that The LEGO Group made to allow our LEGO fans to go on a digital adventure! You can see movies and videos at the Drive-In, decorate your virtual RV through the Trading Post, and even play some fun games at the Arcade!

Exploring different areas will unveil special building instructions that will allow the builder in you to create what is shown on the BuildTogether.com commercials and many more. The site was made to give inspiration and jog the imagination. A lot of the sets on the site can be built using bricks you may already have in your collection. You can access this great new adventure from the link below:

http://www.buildtogether.com/

Please get in touch if you need anything else. It's free to call our experts at 1-800-835-4386 (Monday through Friday, 8am to 10pm and Saturday & Sunday 10am to 6pm EST) or you could go to www.LEGOshop.com.

Happy building!

*********************

LEGO Direct Consumer Services

Other surveys I have filled out recently I commented on pricng for delivery and that there should be more special offers etc like gifts or more VIP points and the catalogue I received in the last few days certainly encourages me to buy more from Lego with free delivery over 50GBP, and some bonus points, I won't be buying large SW sets but the free magnet sets are a nice incentive for people whom are tempted. I guess Lego are listening.

Hopefully they will get the quality issues right eventually.............

Thoughts? Comments?

[brickmack]

Yea I've gotten similar answers (nearly exact wording also) when I sent emails through the "contact us" section on the LEGO site. They probably just have a few dozen different answers pre-done that they can use. The end part about buildtogether.com sounds basically like an advertisement, I haven't had any of that in replies so far.