Lego builds satisfaction with great customer service

(a personal story of a boy, a toy and some missing parts)

My son is a huge lego fan... HUGE. He turned 7 in December and for a couple of years has been building complicated lego projects. So he knows his way around a set of directions and gets very excited when he gets a new lego set.

With a birthday near Christmas and a known love of Lego, he received a whole bunch of new lego joy. Then it happened. Something that had never happened before in the 20+ previous lego sets - parts were missing. He's at the stage now where there are over 1000 pieces in a set -- so it takes a lot of time and energy to be sure something is missing. After we checked and double checked we determined a couple of pieces were gone.

So we called the hotline and they happily agreed to send out the missing pieces. Ok...can deal with that.

We waited. And waited. And called again. Finally the pieces arrived.

So my son - who was about 20% through the project before he found parts were missing - started building again using the newly sent pieces. Two minuted later ... more pieces were discovered missing.

AHHHHHH!!!!!!!!

So another call to the hotline and this time they say they thing an entire bag of parts might have been left out of the box (there are often 5 or more different bags of parts). So they place an order for the entire bag of parts.

Move forward another 3 weeks . After checking the mail box every day for Lego delivery we call the hotline again to check on the order. At this point we are told some of the pieces are on backorder. And here's what has to happen BEFORE we get it.

Parts have to ship from Europe - to the United States - then here to Canada. My wife expressed her displeasure with the situation and explained to the always pleasant help person what we have been through.

Ten minutes after that call -- Lego calls US and says that they are going to send us a FREE lego set for our troubles. My son then had the fun of picking out any lego under $30! Wow, that was unexpected and very impressive.

Thanks Lego.

The icing on the lego cake was that the missing parts came quickly after that as did the free lego. Fantastic customer service is alive and well and made out of little plastic bricks.