We are displeased by TLC's customer service

[Kumpelkante]

My Girlfriend and Me are very unsatisfied with TLC at the Moment. We already contacted TLC directly often enough so i decided to discuss it here.

It start in january, when my girlfriend ordered 10228 Haunted House at the S@H on my behalf, because she already had collected some vip-points. After some weeks we did not get a set, so my GF called the customer service and the agent told that the set wasn't availible back then (and we are both sure it said availible on Legos homepage) and we have to wait a week or so. After another week or so, my GF had to call the customer service again and this time the agent told that the VIP-points could not be billed properly. So my GF chanceled the purchase in order to order it some time later and use her vip-points. Btw: the customer service agent told us that we are getting something small as a compensation the first time.

After Valentines day i decided to get 10937 Arkham Asylum instead and so we ordered this set and some minifigs and small sets too. After a week we got the minifigs and the small set and the money had been debited too, but there was no 10937 Arkham Asylum. Btw. the vip point had not been billed again (no idea if this was ours or TLCs fault so lets forget about the vip points). After some weeks we called the customer service hotline again and we have been told that the set is not availible again. During the following 3 or 4 weeks the shipping status changed from waiting, not availible and shipped severel times (according to my girlfriend) We also called the hotline several times again, and there have been several connection aborts (we think the customer service agent might have hanged up during the wait loop on purpose)

Finally we were told (a month after we purchased the sets at S@H) by a customer service agent that the set had already been shipped but had been lost in the shipping process. We were told that we are getting our money back and shall order the set another time as soon as we have the money back. (yeah, and not getting an purchased set another time. EAT MY SHORTS!!! i'm going to a lego store if we are buying the set at all).

In the week before easter we had not got our money back so we called the the hotline again and were told that the instruction to transfer the money back had been sent to the accounting just that day (march 28th or so 2013). Now we are still waiting to get our money back (my girlfriend checked last time april 19th and there has been no in-payment)

I thinks that is enough. If the set really got lost during the shipping process it is not TLC's fault, but i am very unpleased TLCs way to deal with this issue. We would not be angry if Lego told us, that the package got lost earlier or at least would have checked this earlier. Also i think we can expect to get money back sooner than 3 weeks, if we did not get, what we paid for.

To be fair i still want to have 10937 Arkham Asylum (but that might change soon-depends on TLC reaction) but befor we go to our local Lego store in cologne and buy it there, or buy lego products in general, we want our money back and an official response from TLC.

As you might guess we already contacted TLC directly already (often enough here). Now what do you think? Am I overreacting? Did you have similar experience? What would you do in our place? Feel free to comment.

@admins, mods and ambassadors: if you or tlc needs more information to solve the case, just send me a pm

[Thego]

That's a shame. In all my experience with TLG's Customer Service, they have gone out of their way to be helpful and to resolve issues. In fact, I don't know a company that has as good customer care as TLG. I hope they resolve your issue.

[AndyC]

Sounds like you've had really bad luck there, like Thego every time I've had to contact TLG's customer service it has always been incredibly helpful and is certainly one of the best I've ever had to deal with. The three weeks in delivery limbo does sound particularly bad, although in fairness it's quite possible the delivery company being used was the weak link there and TLG probably can't reasonably refund the money until the delivery company have admitted it's been lost (and who knows how long that might take!)

[AFOL SF]

...I agree with Thego... very unfortunate, indeed... I never had this kind of a problem solving issues with S@H customer service... having done what you could and being patient enough all these weeks, I'd suggest you contact your girlfriend's creditcard company/bank and have the TLC charge reversed or cancelled since you did not receive your order (or part of your order)... This way you won't have to wait any longer and with the creditcard company/bank investigating/contacting the matter with TLC, things could very well move faster to your favor, which is getting your money back...

[gratefulnat]

I work in accounts payable (billing), and handle about 7'500 transactions per month with a team of 8, each one checked manually. Every month we have a few cases (3 to 4) where transferring money out or registering it coming in gets messed up, and sometimes even 'lost.' The banks are not always easy to work with in finding out what happened. Sometimes finding where a lost payment is can take 4 weeks or more, worst case 2 months. Here it's helpful if you start contacting your bank (or your girlfriends) to get information, as the banks might be refusing to give LEGO the information you want from them.

I imagine LEGO handles many thousands of transactions more than we do every month, so even the best service can sometimes not work properly.

We also called the hotline several times again, and there have been several connection aborts (we think the customer service agent might have hanged up during the wait loop on purpose)

With issues like this, with more than just one mistake, I recommend always getting the persons name you are dealing with. That way when you have to follow up, you have a personal contact. In a large company it's much easier to have one contact than many, because communication between the different employees/departments sometimes just doesn't work ('Too many cooks can spoil the soup')

I don't think you are overreacting, and I believe you're showing a certain amount of consideration/understanding that a mistake has happened. Stay calm but be persistent.I do believe as the other's have said that LEGO has one of the best customer services of any company today, and that they take that very seriously.

In the end, I think you have had extremely bad luck, which can happen, with one of the best customer services. I recommend contacting LEGO daily until the issue is resolved to your satisfaction. They will want to resolve it as quick as you want it to be resolved.

[Navy Trooper Fenson]

That´s bad luck. I had a similar problem back when the Modular Department Store was released. I ordered it with another set and the package was lost but then they just sent me a replacement. I wonder why they didn´t just do that.

[Diggydoes]

@Kumpelkante, as others mentioned the Customer-Service is (usually) pretty awesome! BUT if there´s a problem like the one that you have here i would highly recommend to ask for the line manager/boss because usually the people on the phone are limited in how they can help! I´ve talked to customer service a couple of month ago about the wrong cape that the LOTR Elrond Polybag came with (it was a short one instead of a long one), the woman on the phone said they can´t do anything and that i shall contact Warner since Warner distributes the Polys via the Video-game, well i asked her kindly to talk to her Boss, the Boss called me back (he wasn´t available at the time i´ve called) and i told him what the problem is, he was totally unaware of the short capes and promised to find a solution (he even gave me his email adr. in case i´ve had any question) long story short, after a couple days he called me and said they have some long replacement capes they´re gonna send me!

Conclusion, ask for the Manager/Boss!

[Bobskink]

Doesn't it help to get a little mad at the telephone. Usually when I get unfair service, which costs me,. Eventually, I always get which I have the right to. The thing is to keep a little pushing on the phone and when that doesn't work, just get mad. Ask for the manager etc... It sucks, but it helps.

Anyway, I can't imagine this turning out bad, you live in Europe, we have good rules and laws towards on-line selling.

[Lance]

We've had some similar issues before (in our case, delayed orders), however TLG were very nice about and gave us a free set This was years ago, and luckily we haven't had a problem since.

As for what to do, I would phone the credit card company about your refund like 'AFOL SF' said, and then get the sets you want from a Lego Store.

Edited April 24, 2013 by Lance

[toolewab]

they have gone out of their way to be helpful and to resolve issues.

[Kumpelkante]

Thanks for your commentaries.

Lego already has sent us a letter in wich they apology for everything and promise to sent a replacement and give us a big discount for the whole purchase. (in other words we are getting arkham asylum for less than a half of the original price)

I think the problem is going to be solved soon

[Kumpelkante]

Update: Two weeks later we did not get arkham asylum, nor did my girlfriend (as far as i know) her money back. I am starting to get a bit angry again.

[Kumpelkante]

Update: my Girlfriend called the Customer Service this morning, and was told that our set finally left the depot today and the money is going to be remitted.

I'm still curious when my set arrives and sadly if it will arrive.

Besides it is two weeks ago that a supervisor of the customer service apologied and promissed they were sending replacement. i expected that the set would leave the depot in 2-3 days after our last contact with customer servise.

[Kumpelkante]

ANother Update:

We had to call the customer service again, and my girlfriend mentioned my angry posts i did on facebook a few days ago, and my contact with alyssa lego and the Team Leader of the customer service. The woman at the hotline told us that the order is in progess and we had to be patient because we were getting the set für 75% off. REMEMBER: Last tuesday we were told that the package already left the depot. (at least that is what i understood)

I am really pissed off, when i am told that the package left the depot, i expect to recieve it within a week. AAAAAAND I feel personally insulted by the customer agent.

What do you think about the issue. Have you any advice, because customer service apperantly does not work

[TheLegoDr]

I don't think there is anything else to be done. You either have to believe it is getting shipped out or you need to keep pressuring them with your disdain and see if it speeds it up. If you forget about it at all, more than likely so will they, so you do need to keep at it, as annoying as it is.

I've never had this type of issue before, so this is quite odd.

[Kumpelkante]

Update: Since i posted last time, we contacted TLC several times. Each time we were told a someone (a supervisor as far as i remember) will call back. this never happened.

Finally we sent a letter (on paper, not an email) and soon after that we were told that someone from tlc will call me directly (guess what happened)

finally my girlfriend got an email, which sums up like this: TLC didn`t recognize the high demand for that set, and now it is not availible anymore so the chancelled the order. (and that after four months) Of course the apologized and we are getting our money back (wich was originally the plan in mid april) but the discount we were granted as a compensation was not mention with one single word.

The end of the story might be that i am not getting arkham asylum at all or for a higher price on the secondary market. AND I AM SURE THE SET WAS AVAILIBLE AT ONE TIME WITHIN THE LAST FOUR MONTHS.

The person(s) responsible for this shall.... (fill out the blanks yourself, i dont want to get banned)

[Cwetqo]

You are right, set was available. I bought it on 27th april and I saw it in Lego brands on one other occasion also. It should be available at least until end of this year and is even now on german S@H with "available now" status.

I think you are right to be angry and I also think that you should insist on getting your set and/or some compensation.

I will let Mike know about this and forward it to Kim.

[Itaria No Shintaku]

Update: Since i posted last time, we contacted TLC several times. Each time we were told a someone (a supervisor as far as i remember) will call back. this never happened.

Finally we sent a letter (on paper, not an email) and soon after that we were told that someone from tlc will call me directly (guess what happened)

finally my girlfriend got an email, which sums up like this: TLC didn`t recognize the high demand for that set, and now it is not availible anymore so the chancelled the order. (and that after four months) Of course the apologized and we are getting our money back (wich was originally the plan in mid april) but the discount we were granted as a compensation was not mention with one single word.

The end of the story might be that i am not getting arkham asylum at all or for a higher price on the secondary market. AND I AM SURE THE SET WAS AVAILIBLE AT ONE TIME WITHIN THE LAST FOUR MONTHS.

The person(s) responsible for this shall.... (fill out the blanks yourself, i dont want to get banned)

You are a very patient person.

Perhaps in Italy I am used to face situations like these very often so I already know how to behave.

IF I am allowed to give you a small piece of advice, I would suggest you this:

when you face similar situations, and you pass too much time according to your own limits, in a very polite (raising the voice won't do any good) way just ask to be redirected to the supervisor of the assistent, saying that you can claim legal actions and you will go on further until you get satisfaction either in getting your money, your goods, or a legal justice.

Alas, sometimes you must use a menacing attitude to get what you want.

The more calm and polite you remain when you menace actions, the more you will be credited.

[TheLegoDr]

That is unfortunate that it was delayed so long to not get the set at all.

I think the being patient and polite was a good starting approach, but it was all for naught. Next step should be to get angry. My wife can be as sweet as can be at first, but if the goal still doesn't get accomplished, her alter-ego B***h Jena springs out and will get stuff done. She was a corporate secretary for years under the CEO, so she knew how to get stuff done. It helps.

Hopefully you can get this all taken care of and get the set at a good price!

[Wodanis]

VIP points as I found out are attributed after your purchase has shipped from Lego S@H. This is a very odd situation and bad luck. Lego Customer Service has been exceptional in my experience. Much better than other companies. I do know screw ups can happen. In this case it sounds like there was a disconnection between customer service and the factory for getting your order out on time.