Is anybody else having issues applying LEGO VIP Online Credit?

[gundamz]

So I got a $5 gift credit from LEGO VIP points for use on LEGO Shop at home, but every time I tried to use the credit, I get back an Error message.  I have contacted Customer Support but have not heard anything back.  Is anyone having this issue over the last few days?  Anyone been able to figure out a solution?

[1963maniac]

I found that you have to be spending more than the VIP amount without tax and shipping. Like I was trying to spend $30 of VIP for a $29.99 Lego set which didn't work. I called and a penny short did not compute.

[gundamz]

5 hours ago, 1963maniac said:

I found that you have to be spending more than the VIP amount without tax and shipping. Like I was trying to spend $30 of VIP for a $29.99 Lego set which didn't work. I called and a penny short did not compute.

Yeah, I was trying to apply the $5 credit to a $80 set but it still wouldn't work.

[1963maniac]

 That's the USA number I called and got help immediately.

800-835-4386

[manglegrat]

I redeemed 13,000 points for a $100 voucher last night to buy the ISS set plus a series 19 minifig to make the purchase amount $103.98, over the coupon value, but all I get is "Sorry, there was a problem applying your VIP voucher." when I try to apply it to the cart on checkout. 

It's too early here for calling so I sent an email through the site. Not a good first impression of actually trying to use the new system to get something back for the first time since they switched over... the old system (which I used a few times) seemed to be so much better. 

<Round 2>I called the support line and it seems they transitioned my VIP account to a US-based one when they moved to the new system, despite never having lived in the US, so the code I was given was for US Lego.com and not valid for Canadian purchases. The very nice agent switched me over to Canada and reloaded the 13,000 points - which was awesome.

I deleted all my Lego.com cookies, logged-in again to both the .com site and the VIP one and redeemed the 13,000 again but the code still gives exactly the same error message. Oy!  

So I guess I'll be calling back... Maybe third time's the charm... 

<Round 3>And yes, it was the charm! 

I called back, walked through the problem with the new agent, then with them on the phone I deleted my cookies, logged-in again and they reviewed everything on the back end for me, then they refunded the second (failed) 13,000 points and I tried again. This time the change to Canada seemed to have stuck, as it said I only needed 10,000 points to get the $100 voucher - which he told me was the correct exchange rate for a Canadian account. So I redeemed those for a new voucher.

I filled my cart with the ISS and Series 19 fig again, and when I applied the new voucher it accepted it! Sweet. I got my ISS ordered along with the free patch. 

He didn't actually change anything on my account so it might just have been a timing thing - taking a while for the changes the previous agent made to ripple through the system... Anyhoo, all's well that ends well! Big thumbs up for Lego customer service! 

Edited February 1, 2020 by manglegrat
Added <Round 3> update.