My Customer Service Experience (formerly a Disappointment)

Post by **Athos** » Mon Sep 24, 2007 3:34 pm

Bought the new Hogwarts Castle yesterday and raced home to put it together. Ripped open the box only to find I received two copies of the Part 2 instruction booklet, but no Part 1. So I contacted Lego customer service, having heard about their helpfulness, and told them of my problem. Got an email today, saying the booklet would cost me about $5. So I'm being charged $5 extra because Lego screwed up.

I'm very disappointed...

Since Lego won't help, I thought I'd ask here: Does anyone have a copy of part 1 they could scan for me?

Steve

DanDanLegoman · Post by **DanDanLegoman** » Mon Sep 24, 2007 5:17 pm

Did you call on the phone? They might be more helpful over the phone than through email. I'd try again; maybe whoever responded to your problem was an idiot or something. It happens.

Aliencat · Post by **Aliencat** » Mon Sep 24, 2007 5:35 pm

Yeah I'd say call them, tell them what happened, including the e-mail saying you have to pay $5, and that you don't think you should pay if it's not your mistake and you paid for the set itself already.
I'm sure they'll apologise and send you book 1 free of charge. That's what they did for me when I had one book missing in the UCS AT-ST, except I didn't get an e-mail saying I needed to pay $5, I just called them and they sent me a new book.

Saaz · Post by **Saaz** » Mon Sep 24, 2007 8:08 pm

I'll second (third?) the suggestion to call them - And I've heard it's best to call during regular business hours on a weekday.

I recently tried to submit a "replacement for broken part" request online, and somehow the request got mangled or misinterpreted, and I got a reply that they couldn't identify the part. So I called them, and got replacements for the Viking chess set armor, as well as broken parts from a couple other sets - one of them 10 years old. IME Lego customer service has always been spectacular.

DARKspawn · Post by **DARKspawn** » Mon Sep 24, 2007 8:54 pm

That is VERY disapointing

It goes against the grain of everything I personally expect from any company - let alone "The most trusted company of 2006."

I hope you get a replacement booklet free of charge & a heart felt appology for EVEN SUGGESTING that you have to pay for something you have already paid for.

I would imagine that this is an error, as fair trade practices (at least here in Australia) demand by law that you should recieve everything promised, or it is up to the company to correct the error.

Post by **Athos** » Mon Sep 24, 2007 10:33 pm

I'll try calling this evening. Hopefully, the situation will be rectified and I can retract this thread...

Steve

Escape The Fate · Post by **Escape The Fate** » Tue Sep 25, 2007 12:07 am

I'd be really shocked if they didn't send the booklet, i might be able to scan the instructions on if that helps.

Peppermint Pig · Post by **Peppermint Pig** » Tue Sep 25, 2007 1:33 am

Usually Lego takes care of these mistakes. Whoever you spoke to was not very helpful.

We've used their system twice to get missing or broken parts replaced, and it never cost anything. Never had a missing manual. We're missing a part or two from the Amusement Park set, but we haven't called in about it.

Post by **Athos** » Tue Sep 25, 2007 3:39 pm

Well they emailed me the instructions, so at least I can be building tonight. I really want to build the castle, so I can start to cannibalize it for parts. Got the C-C-C to be thinking about.

I may try to call them again to get a hard copy.

Steve

Dr. J · Post by **Dr. J** » Tue Sep 25, 2007 4:57 pm

Good to hear that, Athos.

On the subject of Customer service, I once e-mailed them about my Luke and Lando heads from Jabba's Sail Barge that my little brother chewed on, then I got a reply saying this:

LEGO Customer Service wrote:Due to our strict licensing agreement with LucasFilm, Ltd. and to be
fair to all consumers who own these products and are in need of a
replacement figure they have lost or that was missing from their original set,
we are required to obtain necessary "proof of purchase" information
prior to sending out any figures from these sets. The proof of purchase
is found on the front or back cover of the instruction booklet. It is
located at the bottom of the cover and it begins with the number 4. I
apologize if this information was not communicated with you in any
earlier requests for Star Wars figures.

Also, please call us at 1-800-835-4386 and advise us whether the items
requested were missing from your new set or are replacements for
figures you have lost. Upon receipt of this information, we will be able to
fill your request. Please note, that we are not able to sell any of
our figures separately and that to cover costs of shipping and labor,
there will be a charge for replacement parts and/or figures.

Please do not hesitate to contact us again if we can be of further
assistance. We wish you many more happy hours of creative building with
LEGO brand toys in the years to come.

I decided I would rather manage with 2 rather deformed heads than call with information and then pay for the parts.

Brickzone · Post by **Brickzone** » Tue Sep 25, 2007 6:51 pm

I also have had good experiences of Lego customer service, having received replacement parts for incorrect substitutes in sets (also the missing armour in the Viking chess set). No questions asked (I used the web interface to request the replacements). Of course, if the left hand knows what the right is doing, they have on record my significant Lego purchases this year from S@H, including far more than just the sets that had the issues.

Mind you, I am reasonably convinced of the high production standards of Lego, so I was a bit surprised to have had issues with sets in the first place.

One oddity I also had this year was a duplicate of one of the sub-stage instruction books of the City Fire Engine. Makes me wonder if the next one on the shelf was missing it! (I mean from production - the box mine came in was sealed alright)

Post by **Athos** » Tue Sep 25, 2007 8:12 pm

I may have to call again and get the hard copy of the instructions. I'm not sure my computer can handle a 70+ page pdf file of the instructions...

Steve

Post by **Athos** » Mon Oct 01, 2007 8:07 pm

Much better result from calling. They said they'd send a hard copy of the instructions to me.

Steve

Blueandwhite · Post by **Blueandwhite** » Mon Oct 01, 2007 9:15 pm

Honestly, I've only had good experiences with LEGO customer service. I'm quite shocked that they were actually going to bilk you for $5! In my experience, LEGO has been quite good when there is a problem. At least they are far better than any other company I've dealt with.

In any case, I'm glad that you've got things sorted out. These kinds of problems can be a real downer.

kelderic · Post by **kelderic** » Wed Oct 03, 2007 2:36 am

I am surprised that they tried to charge you $5.00, but I'm that they relented in the end. My guess is that it was someone at first who had no idea what he was talking about. Or, it could be that they'll try to get money out of everyone, relenting for those who complain, but then profiting off of those who just pay because it's only five bucks. I have had similar experiences with Sprint, the cell phone company, but I would hope that Lego would have higher moral standards than that. I don't know...

Kelderic