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Almost awesome customer service

pic5225797E-ABCE-44BC-927C-A0ADE1BBFEF7LEGO does a great job of making it easy to find replacement parts for your sets. (They even have age-appropriate forms to provide more help to kids.)  The response to filling out the form:

Thank you for emailing LEGO Consumer Services. We were disappointed to hear that your new LEGO set contained a faulty part. We work really hard to make sure that our products meet your expectations of the LEGO Group so we’re sorry that this wasn’t the case with your recent experience. Unless we need to contact you regarding your part, we’ll send a replacement to you as quickly as possible. This should arrive within 10 business days.

Too bad it takes 10 business days from the parts to arrive. That’s an eternity to a kid with a brand-new LEGO set.

Same-day fulfillment wouldn’t be hard. It’s the same item being sent by the same labor at the same cost. It would just take better planning and management. (Maybe they can outsource the shipping to Zappos …)

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Comments

  1. Jake April 5, 2011 at 9:48 am #

    I suppose 10 days is a long time, but in the scheme of things, not really that bad. Especially considering the failure rate within sets is very, very, very low. Odds are that when you need replacement parts, it’s because you want to re-build an existing set, not build a new one.

  2. Rick Restell April 5, 2011 at 10:58 am #

    You are very right. I bought a basketball system for the driveway and when I was putting it together i found a part missing. I emailed the company on a Sunday afternoon and my part arrived by fedex (from Idaho to Cobble Hill BC) on Monday. I was impressed. 10 days for Lego?

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