Major VIP problems

[kermit]

Hello I am wondering if anyone is having any major problems with their Lego VIP points since brick friday. On my last purchase on the 28th of November i had a balance of 94 VIP points but on the 30th i saw i went from 94 VIP points to -2944 VIP points. I waited a few days because i noticed that the VIP points were changing constantly and I was aware of the problems the website was experiencing but today when i checked my account my VIP points now read as -3143 which it just plain ridiculous.

[brickmack]

I haven't had any problems with that, but I have been having problems with VIP for the last month or so. LEGO wasn't letting me access my points, but I emailed them and they fixed it. You might want to contact them about it, negative points sounds bad.

[gratefulnat]

I once had a problem with double VIP points being correctly added to my account.

One telephone call to customer service and the problem was solved within a few days.

Kermit - just contact them by phone and let them know and I'm sure everything wil be straightend out.

[LEGO Guy Bri]

That is bizarre, glad mine few are fine. I did't know they could go negative... I get that it's a mistake but, would that mean you owe TLG money? They already have our souls

Edited December 3, 2011 by Leg Godt Gud

[kermit]

I sent them an email with my contact information but having negative VIP points doesnt mean you owe them money ......how can you owe then if you pay with a credit card and if you redeem VIP points you can only redeem what you have for example if you redeem 100 VIP points aka. $5 you only get that amount in the drop down list so its impossible to say redeem $1000 from 100 VIP points.

[RoxYourBlox]

Hello I am wondering if anyone is having any major problems with their Lego VIP points since brick friday. On my last purchase on the 28th of November i had a balance of 94 VIP points but on the 30th i saw i went from 94 VIP points to -2944 VIP points. I waited a few days because i noticed that the VIP points were changing constantly and I was aware of the problems the website was experiencing but today when i checked my account my VIP points now read as -3143 which it just plain ridiculous.

Hello, and thanks for sharing your troubles! I, too, have experienced the problem as you've described twice since October. On their first attempt, customer service said they could not see my negative points in their system but replenished the points by manually adding them back. However, within a day the system subtracted those points with a so-called "Product Return". Next, they reissued a VIP card with a new number while I kept my old ID name. I did not make a purchase again until late November. Then, I made a purchase and again had negative points. This time I ignored the negative points under the assumption it was a read-out problem with the website. On black Friday I went to a local Lego store. There, the cashier saw the negative points. Upon consulting the manager, he gave me a new VIP card and reported the last as lost/stolen. He then gave me a second new VIP card and recommended I start a new ID name to go with this second new card. I called customer service later that day to see if the points on my old ID name could be restored... it did not matter anyway, as they could see I had less than $1. When I asked customer service for their assurance that this problem would not happen again--that they would identify the cause and fix the bug, the lady seemed confused by my question and kept reiterating that I should use the new ID. I also filed a complaint online, but Lego responded that my problem was resolved over the phone.

My theory: There is a bug in the new website; do not place a "mixed" order online at this time. My point total went negative with orders that contained PAB/DbM parts mixed with normal sets and/or partially paid by VIP points. Orders consisting only of sets tallied the points okay. However, I can't be certain because I'm not willing to troubleshoot with my new ID.

Edited December 5, 2011 by RoxYourBlox