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So,
All this complaining about color problems, and here I am complaining about my
shiny new Knight Bus with mismatched purple bricks. I figure Lego has good
customer service, let me give them a call. Really, I am pretty sure Jake has
mentioned that complaints to customer service go a long way, so I was gonna do
just that. I had my list of 22 (yes 22) parts that were the wrong color.
(Actually, there were some that were borderline, but I didn’t put them on my
list. Sometimes they looked like they matched, and other times they didn’t.)
Anyway, so I call them, and the nice lady who answered understood my problem.
She didn’t ask for my list of parts, but she did say that they had built the
Knight Bus at Customer Service and noticed the same problem. She didn’t want to
give me new parts, but she told me she would check with someone higher up, and
see what the deal is with that set. They honestly didn’t know if it was a
mistake or if it was supposed to be that way. She said they would call me back
to update me.
The next day (today) they did call back! I was fairly amazed. I was sure I was
going to have to call back after a week of waiting. Not because I mistrust Lego
so much, as I have a general distruct of call centers. Anyway, I got the higher
up person, who told me she had called Billund to find out the story. Here it
is:
The pieces for the Knight Bus were made with ABS from two different suppliers.
(I presume that any given piece had the same supplier, but between pieces might
not--hence the variation.) She said the variation was only slight (I disagreed
with her firmly there) and that while an adult might see it, a child might not
(I again firmly disagreed). While I was not offered replacement parts, she did
offer to process it as a return (I had bought it at a Lego retail store, I guess
you can return those to S@H.)
But here is the big thing: I asked if they had had any other complaints about
this. Apparently, I was the first one. I was quite surprised! With all the
moaning and groaning on here, not one other person had complained?? (Ok, so
this is in the U.S., so I guess I can only say no one else in North America
complained, but still...)
Well, this is a call to action. If you are really concerned about Lego’s
quality standards, and you own a mismatched Knight Bus, you should call Lego
Cuastomer Service. Tell them you are really dissatisfied with the product.
Tell them it doesn’t match thier catalog pictures. Maybe the company will get
the picture.
Oh BTW, big Kudos for Lego Customer Service. They were very friendly, and even
when I was disagreeing with their suggestions (“A bus might have color
variations on the side.”) they were very helpful, and were honestly trying to
resolve the problem. (Which they did, but I think what they did was a one-time
thing only, so I won’t repeat it.) I really hope the Lego company understands
just how important those people in Enfield really are. :)
Ok thats my story. I thought you would like to know.
-Alfred
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Message has 1 Reply:
 | | Re: The Knight Bus problem
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| (...) Thanks for the info and taking the time to post this. I put together mine yesterday night and I was very upset at the contrast of pieces. As for the story, I don't really buy that considering that the same part is in 2 different shades. I (...) (20 years ago, 13-May-04, to lugnet.color, FTX)
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