Can LEGO customer service do this?

[addemlit]

I requested a missing pieces order like 3 or 4 months ago. And a week before that another order. I never even got acknowledged about the order, besides the automatic one you get when you first place it. My last two orders never showed up. I've place many orders within the last couple years actually.

Do you think customer service stops sending people pieces if they think they are abusing their system? I'm assuming this is what happened to me because they won't even email me anymore.

[TheLegGodt]

I only have positive experiences. I think LEGO is pretty reputable and consumer-consious. I imagine that if they doubted you they would at least ask questions rather than simply ignoring you. Perhaps it has got lost somewhere in translation. Why not just phone them?

[Boulderer]

I too have only ever had positive experiences with Lego Customer Service. In fact, they have usually gone above and beyond expectations when I've dealt with them.

As such, I'd agree with TheLegGodt in that something must have got lost in translation, or the vastness of cyberspace.

Abusing the system would be very bad form, and I would hope that they would do more than just blank someone, if they suspected such a sin. A brick blight on the culprit's collection, from the Lego Gods, perhaps? :)

[TheLegoDr]

I am in the same boat. They quit responding to my emails. I requested the correct spelling of the DeLorean Time Machine panel and a Ghostbusters instruction manual since it was falling apart. All over the internet everyone claims ask customer service, they will take care of it. Well, they quit responding to me. They asked for me to fax receipts of the sets to prove I own them, even though I don't have receipts as they were gifts from my parents. Once I told them this, they quit answering my email. I didn't try calling regarding this specific issue since I rarely have time to do so during their available hours. But other times I have called they try to hurry me off of the phone. Either my account is flagged or they are a bunch of a******s.

[Yzalirk]

I am in the same boat. They quit responding to my emails. I requested the correct spelling of the DeLorean Time Machine panel and a Ghostbusters instruction manual since it was falling apart. All over the internet everyone claims ask customer service, they will take care of it. Well, they quit responding to me. They asked for me to fax receipts of the sets to prove I own them, even though I don't have receipts as they were gifts from my parents. Once I told them this, they quit answering my email. I didn't try calling regarding this specific issue since I rarely have time to do so during their available hours. But other times I have called they try to hurry me off of the phone. Either my account is flagged or they are a bunch of a******s.

And that is why I try to get most things from BrickLink!

[jodawill]

I've requested my fair share of parts from them in the past. But I think their system has become kind of buggy. A few days after I bought the new cargo train, the blue train base piece broke when the train derailed. They sent me the replacement part, but then about two weeks later, I got an e-mail saying they had just shipped it and that I should expect it by whatever date was a couple weeks away from then. I never got a second one. The system was just delayed for some reason.

I've never been asked to prove my purchases or anything like that. It could be because a lot of the parts I've requested are from sets I've bought with my VIP card.

[BirdOPrey5]

My only experience was emailing them about an issue with LDD. I got the email confirming they received my question saying they would respond- but then nothing- no response, not even "Sorry we can't help you."

[Boulderer]

Am I correct in thinking that the people having the problems are all State side?

[tkatt]

I live in the states and have had a positive experience. I had several bad parts in a couple of Chima sets I bought. I went through the customer service section of shop at home and requested replacements. They sent them to me but shorted me four pieces. It showed on the invoice they should have been included. About two months later I got around to emailing them again to tell them of the mistake, they sent the four pieces a few days later.

I was worried they would think I was lying and abusing the system. But they didn't ask for proof that the parts were bad, and the form letter they sent me was quite apologetic.

As the others have said calling them is probably the best option.

[TheLegoDr]

I am in the states yes. I've had many problems with them. Which is odd because I seem to be one of the few.

I have had my share of positive experiences, but lately it is always negative.

During this same time I placed a bricks and pieces order, which I never got an email saying it was received either. So I can understand a company not wanting to send something for free, but when a customer is trying to place an order with you and give you money, you'd think said company would like this.

I realize the system might be buggy, but the email system is also buggy?? That seems odd that every one of my responses would get lost in the cyberspace.

Edited July 24, 2014 by TheLegoDr

[Faefrost]

They asked for me to fax receipts of the sets to prove I own them, even though I don't have receipts as they were gifts from my parents. Either my account is flagged or they are a bunch of a******s.

Your account is flagged. You probably got flagged by the system for use or requests above or substantially outside the established and tracked norms. At which point they asked for evidence and proof of purchase. This is a quite normal business practice. Most people will never encounter it as most people will never in their lifetimes trip the flags that modern CS and QA systems track. So they asked for information, you responded in a way that raised more flags (true or not. It said A. You had no proof of purchase and it said or implied you were a minor), hence your whole account got flagged.

[VintageLegoEra]

In My case, I had a bad wrinkle sticker shape were some sticker were even peeled off.

I wrote to them about the issue and in 1-2 days rhey sent a replacement...:-)

I think it depends how many you requested them. I think they have certin deliveries to do then they dont, but they should mail u.

Every time I send them email I get a reply...so definitely ur mail has been lost somewhere. Try again or call them.

Good Luck

[AncientDayz]

I just got two replacement parts for my Delorean in the mail this week. Overall, I was happy wih the process and the speed, but I was asked a lot of questions. For instance, they checked my purchase/receipt on their end (since I ordered it online), and they had me read the numbers off the back of the instruction booklets as well as answering few more questions. I thought it was a bit odd since I've only ever contacted them one time before for a small bag missing from a modular set I ordered through them a few years ago. Despite the questions though, I'm quite satisfied, but as somebody else just pointed out, I still use BrickLink a lot (for instance, I'm snatching four replacements for some broken modular pieces today).

[VintageLegoEra]

So far I sense a great service from LEGO interms of: respond and quality.

But BL also a great source and I am dealing with it everytime...

[rockethead26]

I've always ordered missing parts online (4 times) and have always received them in a few weeks. I've never ordered missing parts via a phone call with a customer service rep. One time there was a missing set of train track in an order and a quick phone call resolved that easy as pie. Had the missing track in about 4 days. Now, that said, all of my missing piece orders were from sets that I had purchased thru lego.com, so they knew that I had bought them. No customer service issues here.

Sorry that some of you are having issues, but there may be a reason for it. Also, customer service people sometimes drop the ball or have a bad day.

[BirdOPrey5]

Am I correct in thinking that the people having the problems are all State side?

True for me.

[TheLegoDr]

I am sure my account is flagged. I didn't think I requested that many pieces, but maybe requesting TWO pieces from CUUSOO/Ideas sets helped push it along. I don't know. I don't think requesting ONE printed panel should be enough to warrant that, but maybe something else popped up on their system.

I fully understand a company tracking these things. I know there are people out there that want to abuse the system. I am not one of them, so it is just more frustrating. If I ever have free time from work I'll have to make a phone call and see what can be resolved.

Edit: And I guess technically they didn't ask me to fax a receipt. They wanted me to email them one. I don't have access to a scanner so I asked for a fax number and that was when they quit responding to me. I did mention to them they were gifts, but I did end up getting ahold of the DeLorean receipt, but they never responded to emails asking for a fax number to send it to. It is now beyond their 2 week window or whatever they deal with, so I'm sure I'll have start all over again.

Edited July 25, 2014 by TheLegoDr

[VintageLegoEra]

I am sure my account is flagged. I didn't think I requested that many pieces, but maybe requesting TWO pieces from CUUSOO/Ideas sets helped push it along. I don't know. I don't think requesting ONE printed panel should be enough to warrant that, but maybe something else popped up on their system.

I fully understand a company tracking these things. I know there are people out there that want to abuse the system. I am not one of them, so it is just more frustrating. If I ever have free time from work I'll have to make a phone call and see what can be resolved.

Edit: And I guess technically they didn't ask me to fax a receipt. They wanted me to email them one. I don't have access to a scanner so I asked for a fax number and that was when they quit responding to me. I did mention to them they were gifts, but I did end up getting ahold of the DeLorean receipt, but they never responded to emails asking for a fax number to send it to. It is now beyond their 2 week window or whatever they deal with, so I'm sure I'll have start all over again.

Try to find a scanner and send them via email...might they reply!

[talos]

I think there are a lot of loose ends with Pick a Brick, which is strange, its always in the 25 top sellers list on S@H. I think most of the process is manual, not automated, and they really do need to sharpen things up there.

My experiences with support have been very pleasant, but later realize most of what they told me to do was bad information. I think there are a lot of inexperienced workers on the phone here in the USA. I have had cancelled orders come anyway, told to delete my VIP account (when the card got lost in the post) and make a new one, even though my points got transferred without having to do that to a new card that I did receive (I didn't do it, and have had no problems).

I still think Lego is hands above other companies on support though.

[Cara]

If you have a brick and mortar store close then take your set and the part you want replaced there. They can phone customer service from the store and vouch for you. I had success this way when a dinosaur was missing for us.

[Bennemans]

Edit: And I guess technically they didn't ask me to fax a receipt. They wanted me to email them one. I don't have access to a scanner so I asked for a fax number and that was when they quit responding to me. I did mention to them they were gifts, but I did end up getting ahold of the DeLorean receipt, but they never responded to emails asking for a fax number to send it to. It is now beyond their 2 week window or whatever they deal with, so I'm sure I'll have start all over again.

If you don't have a scanner, just take a photo of the receipt and email that! As long as the info is readable it should be valid

[CrazyDalton777]

LEGO Replacements tends to be very weird about sending licensed set parts to people as they ask for proof of purchase etc. I think the reason for this is a few bad eggs in the community using that service to get licensed minifigs and sell them on. If its a normal set, they normally send em out without proof of purchase.

[TheLegoDr]

I agree, licensed sets can be completely different. But they strictly do not sell licensed minifigures. Otherwise I'd have a lot more LOTR figures..

But there are other factors at play too. Because I've requested things from normal sets. They still require proof. So my account has issues because of their tracking. Is it my fault I receive crap products? I'd say no, but they might beg to differ.

[mrfuture]

I have nothing but good experience when I have asked for replacement parts.

My first was a DOA IR receiver in a Technic set. and after that a few missing parts and discoloured technic parts. All received without any problems. But I have never misused it.

Even a question to LDD about a strange problem in the program showed up a week or two back. It was sent a few months back, and I thought it was nothing they could do about it since no answer came. But I was wrong about that..

It was a new problem to them and they needed to figure It out before answer, they told me in the answer.

[Hrw-Amen]

I am in the UK, I had a problem once when ordering some PF stuff. When it arrived the lights were missing from the order although clearly showing on the receipt. When I checked online I noticed that the PF lights were out of stock so I assumed they would send them in due course when they had some back in stock. About a week or so after they were showing as back in stock I e-mailed them to ask where mine were. Turns out they seemed to think they were with the original order and not delayed due to being out of stock at all. They did send me some though so I cannot complain really it just took a month or longer than anticiapated to get them.