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Hi
One of the german Lego Forum members just tried to order something from the new
S@H Germany, what a joke, sorry we don't have that, sorry we don't have
this,sorry that is US only, its not suppose to be in the German catalog, then
the girl told him to write in Lugnet what he is looking for, somebody can
surely help him there, can you believe that?, sorry but that is not what i
expect from a big company like Lego, you guys need to get your s... together.
Yours truly
Paul
PS if you can read german, check out the original letter in the Forum from
www.1000steine.de
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You should probably post this to the newgroup lugnet.lego.direct so that TLC
will actually read it -- presuming that is your intention.
Here it's more like preaching to the choir...
-- Richard
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Hi all,
the guy that actually contacted LEGO this morning was me, but Paul: Thanks a
lot for mentioning it here already.
If anyone wants to know what excactly happened, read on. And Brad, I hope you
read this as well!
Since I am very excited about the new LEGO S@H service, I contacted it early
this morning, right when they opened the calling lines. I had a large wish-
list of sets that I wanted to order, but instead of that, LEGO confronted me
with many many problems. First of all they will only accept few credit cards
and there is no other way to pay so far. Then, they told me that half of the
sets I wanted are not even available in Germany - they are US only! So, I have
to wonder why they are listed on the specially German Shop page? BTW, the
prices on that list were totally wrong as well. But the best thing is yet to
come. The lady on the phone told me not to call LEGO if I really wanted these
exclusive sets. Instead, I'd better check a famouns site called www.lugnet.com
where I should be able to get some support. Truely, she said something
like "Go to that website, you'll certainly find someone who can help you
better than we can!". SO, I had to wonder why these US only sets are listed on
the German site and she says that she has no idea what she is actually
selling. The catalogues are not printed yet and besides the short list she has
no info or pictures. So, AGAIN, she told me to use LUGNet if I wanted to see
any pictures of their products. "You will find a lot of pictures and details
there, way better than on lego.com. I allways use LUGNet at my Job, since we
do not have any pictures of our products here and LUGNet is a great support
for this job. Actually, you may also use amazon.com or any other web shop,
they'll certainly all be better than the LEGO.com one" . Phew, I fell down my
chair when I heard that! But, last but not least she excused and said: "Sorry
for the bad service, but this is still aly new and we haven't finished all our
plans yet, that's why the set lists and prices are totally wrong" I asked if
the shipping costs are really that high since those might be mixed up as
well. "Nono, these are correct. Of course they are terribly high and I know
that other Internet shops even ship out their products for free, but LEGO.com
has chosen not to offer a that cheap shipping method." [Only the best is good
enough] Haha!
LEGO, I've been seriously badly dissapointed by what you offer! Not even is
the new site ugly and difficult to navigate, but the service lacks a lot, the
prices are way too high and you admit that LUGNet is a way better support for
us than LEGO.com. Is there anything positive that you can mention, besides the
fact that the telephone lady was very friendly and amazed about LUGNet??
Now again, I gotta find someone in the US who is willing to send me all the
S@H exclusives over here. Anyone willing to send a couple of free sets over
here? 3439, 3723, 5712, 3057, 3058, 3059...
Sorry Brad, but your collegues seem to offer A REALLY BAD SERVICE!!! I really
doubt that this is gonna change in the near future. Now, I finally lost my
hope as well (although I used to be one of the optimistic ones here).
Bye, Christian --- xTI@N.
LUGNet Member #479
--------------------------------------------------------------------------
The World is full of AFOLs - gech1@t-online.de
In lugnet.dear-lego, Paul Rutenberg writes:
> Hi
> One of the german Lego Forum members just tried to order something from the • new
> S@H Germany, what a joke, sorry we don't have that, sorry we don't have
> this,sorry that is US only, its not suppose to be in the German catalog, then
> the girl told him to write in Lugnet what he is looking for, somebody can
> surely help him there, can you believe that?, sorry but that is not what i
> expect from a big company like Lego, you guys need to get your s... together.
> Yours truly
> Paul
> PS if you can read german, check out the original letter in the Forum from
> www.1000steine.de
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| |
|
In lugnet.lego.direct, Christian Gemuenden writes:
> Hi all,
<snip>
>
> LEGO, I've been seriously badly dissapointed by what you offer! Not even is
> the new site ugly and difficult to navigate, but the service lacks a lot, the
> prices are way too high and you admit that LUGNet is a way better support for
> us than LEGO.com. Is there anything positive that you can mention, besides the
> fact that the telephone lady was very friendly and amazed about LUGNet??
<snip>
>
> Sorry Brad, but your collegues seem to offer A REALLY BAD SERVICE!!! I really
> doubt that this is gonna change in the near future. Now, I finally lost my
> hope as well (although I used to be one of the optimistic ones here).
>
> Bye, Christian --- xTI@N.
> LUGNet Member #479
I have to admit that I wasn't exactly thrilled when I saw what is available
through S@H over here in the Netherlands (from what I saw it's about the same
as in Germany). The list is twice as short as the US version. It's nice that
we can order in bulk now but I had expected there to be a lot more sets on the
list. Most of the sets that ARE on the list are also available in the toy
shops at the same price or cheaper (eg. the 4560 S@H: NGD 249,- while the 4561
which _includes_ a Speed Regulator is available in toy shops for the same
price!)so why bother ordering through S@H an pay a LOT extra for all the
shipping and stuff? I would advise Lego to get hold of a copy of "E-commerce
for Dummies" or something...
I know that setting up things on such a large scale is difficult and it
usually takes some time to smoothen things out. Nevertheless this is not
something you would expect from a multi-billion corporation. I hope things
will get better in the future.
Wessel
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|
Hi all again!!!!
I know I am replying to my own e-mail, but something GREAT happened that
pushed my dissapointment at least a far step away, although I am still
sceptic. Wow, please let me share the latest news, since it's been an
interesting story!
The New LEGO S@H guys (or anyone at LEGO) directly reacted to my posting
here (and on 1000steine.de). They just called me up to explain the whole
situation, they asked me if there is anything that they can do for me and
they were very very friendly! It's been a strange but good feeling that TLC
themselves care about my wishes. Actually, the woman I talked to was called
"Claire Williams" a very friendly and helpful LEGO employee (an important
manager or something) was even more dissapointed than I was. The thing is
that they WANTED to start with a very little new service and a short variety
of products to test everything first. She cares a lot about what's going on,
she even mentioned a LEGO chat and forum on lego.com in a few years and that
they are seriously working on everything. She said that they need our input
and that's the reason why they started a small site in order to grow the way
we want it to. She wanted to know *excactly* what made me that dissapointed
so that they could change it as soon as possible. I replied that it's been
the US-only sets on the German shop list that made me upset, they offer
products but can't deliver them. She knew about this problem as well and
told me to be patient since all the sets should be available soon. Besides
the possibility of waiting for news, she also said that S@H is doing their
best to get the US only sets shipped from the US directly to me. She will
try to order the unavailable sets for me from somewhere else and bring them
to me if any possible. That's been great! She carefully listened to all of
my concerns and promised me that they are working on them. She also said
that she is no "telephone employee" for LEGO, she called herself as LEGO:
"We are LEGO!" (with her words).
Although I am not sure what'll happen next, this has been another large step
by LEGO. They really notice what is going on, they reply directly and they
are doing their best to work on it. Although I was very dissapointed this
morning, now I feel a lot lot better than before, I really have to excuse at
the LEGO S@H team, they are doing excellent things. Please accept my apology
(since I know you are reading as well), of course I can wait a few more
weeks until you are all set and things work better. Probably I really
expected too much - next time when I have a concern I will promptly contact
your phone numbers, they are a very useful hotline, not only for ordering
LEGO products.
Communicating directly with LEGO is coool!!!
Bye, Christian --- xTI@N.
LUGNet Member #479
--------------------------------------------------------------------------
The World is full of AFOLs - gech1@t-online.de
"Christian Gemuenden" <gech1@t-online.de> wrote in message
news:G12xy5.2wy@lugnet.com...
> Hi all,
>
> the guy that actually contacted LEGO this morning was me, but Paul: Thanks • a
> lot for mentioning it here already.
>
> If anyone wants to know what excactly happened, read on. And Brad, I hope • you
> read this as well!
>
> Since I am very excited about the new LEGO S@H service, I contacted it • early
> this morning, right when they opened the calling lines. I had a large • wish-
> list of sets that I wanted to order, but instead of that, LEGO confronted • me
> with many many problems. First of all they will only accept few credit • cards
> and there is no other way to pay so far. Then, they told me that half of • the
> sets I wanted are not even available in Germany - they are US only! So, I • have
> to wonder why they are listed on the specially German Shop page? BTW, the
> prices on that list were totally wrong as well. But the best thing is yet • to
> come. The lady on the phone told me not to call LEGO if I really wanted • these
> exclusive sets. Instead, I'd better check a famouns site called • www.lugnet.com
> where I should be able to get some support. Truely, she said something
> like "Go to that website, you'll certainly find someone who can help you
> better than we can!". SO, I had to wonder why these US only sets are • listed on
> the German site and she says that she has no idea what she is actually
> selling. The catalogues are not printed yet and besides the short list she • has
> no info or pictures. So, AGAIN, she told me to use LUGNet if I wanted to • see
> any pictures of their products. "You will find a lot of pictures and • details
> there, way better than on lego.com. I allways use LUGNet at my Job, since • we
> do not have any pictures of our products here and LUGNet is a great • support
> for this job. Actually, you may also use amazon.com or any other web shop,
> they'll certainly all be better than the LEGO.com one" . Phew, I fell down • my
> chair when I heard that! But, last but not least she excused and said: • "Sorry
> for the bad service, but this is still aly new and we haven't finished all • our
> plans yet, that's why the set lists and prices are totally wrong" I asked • if
> the shipping costs are really that high since those might be mixed up as
> well. "Nono, these are correct. Of course they are terribly high and I • know
> that other Internet shops even ship out their products for free, but • LEGO.com
> has chosen not to offer a that cheap shipping method." [Only the best is • good
> enough] Haha!
>
> LEGO, I've been seriously badly dissapointed by what you offer! Not even • is
> the new site ugly and difficult to navigate, but the service lacks a lot, • the
> prices are way too high and you admit that LUGNet is a way better support • for
> us than LEGO.com. Is there anything positive that you can mention, besides • the
> fact that the telephone lady was very friendly and amazed about LUGNet??
>
> Now again, I gotta find someone in the US who is willing to send me all • the
> S@H exclusives over here. Anyone willing to send a couple of free sets • over
> here? 3439, 3723, 5712, 3057, 3058, 3059...
>
> Sorry Brad, but your collegues seem to offer A REALLY BAD SERVICE!!! I • really
> doubt that this is gonna change in the near future. Now, I finally lost my
> hope as well (although I used to be one of the optimistic ones here).
>
> Bye, Christian --- xTI@N.
> LUGNet Member #479
> --------------------------------------------------------------------------
> The World is full of AFOLs - gech1@t-online.de
>
> In lugnet.dear-lego, Paul Rutenberg writes:
> > Hi
> > One of the german Lego Forum members just tried to order something from • the
> new
> > S@H Germany, what a joke, sorry we don't have that, sorry we don't have
> > this,sorry that is US only, its not suppose to be in the German catalog, • then
> > the girl told him to write in Lugnet what he is looking for, somebody can
> > surely help him there, can you believe that?, sorry but that is not what • i
> > expect from a big company like Lego, you guys need to get your s... • together.
> > Yours truly
> > Paul
> > PS if you can read german, check out the original letter in the Forum • from
> > www.1000steine.de
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|
In lugnet.lego.direct, Christian Gemuenden writes:
> Hi all again!!!!
>
> I know I am replying to my own e-mail, but something GREAT happened that
> pushed my dissapointment at least a far step away, although I am still
> sceptic. Wow, please let me share the latest news, since it's been an
> interesting story!
>
> The New LEGO S@H guys (or anyone at LEGO) directly reacted to my posting
> here (and on 1000steine.de). They just called me up to explain the whole
> situation, they asked me if there is anything that they can do for me and
> they were very very friendly! It's been a strange but good feeling that TLC
> themselves care about my wishes. Actually, the woman I talked to was called
> "Claire Williams" a very friendly and helpful LEGO employee (an important
> manager or something) was even more dissapointed than I was.
I think that is great that a manager called you on this. I have some
thoughts and questions on this. Did she say specifically that she called you
because of your postings on the Web? It is possible that the managers/trainers
are actively monitoring the telesales reps phone calls. I know that when I was
in the mail order business we regularly monitored the calls of reps,
especially when we had a new batch of trainees or a new product line or way of
processing orders. Possibly that was the case here. Someone was possibly
monitoring the call and escalated it to this manager who called you back.
Also in the US the LEGO S@H service has an after-hours and overflow
company taking calls (very common in the catalog/phone order business). These
people are very uninformed about product and can only take order by product
number, so it is also possible that the person who took your original call was
not a LEGO Company employee at all. In which case the manager who called you
would have had to have seen your postings on the web to know about your call.
Either way I think this manager's attitude is more in line with the way
TLC wants to be precieved. Sure I'll admit that the way things are leave much
to be desired. But TLC wants to do right by their customers, it is a matter
of training and implementation (and of course time).
Ben Gatrelle
(remove the spam dot from the yellowcastle to reply)
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Hi Ben,
the entire story has been pretty easy, so here's a short version that may
hopefully answer all your questions:
I called LEGO S@H early this morning and I was very excited about how it
works. I couldn't wait to place my first order. However, many of the things
that I tried to rder where not available (although shown on the list for
Germany) and that dissapointed me. Of course I knew that the S@H employee
that I called was not responsible that they can't ship these sets, so I
asked her if she could at least tell about a different place to order these
sets. She told me to check LUGNet for support, which was a great idea,
although it didn't help me a lot, since I wanted to replace this annyoing
way to get US only sets by contacting S@H. I hang up the phone and wanted to
share these news with other LEGO fans. That's why I posted the original
messages on LUGNet.com and 1000steine.de . Maybe those postings were a bit
too negative, since I was still dissapointed when I wrote them. However, in
the afternoon I took another look at the price list and found (again) a few
strange facts that confused me. I called up again to ask wheter these prices
are actually correct or not. We were talking about the Mindstorms Cam
(#9731) there, which is listed quite cheap at S@H. First, the lady told me
that the price was wrong and I'd have to pay more for that set than listed
on their site. A few minutes later she called ME back to say that she was
wrong and that the price of #9731 is actually listed correctly on LEGO.com
and she asked me if I would like to add it to my order. I was pretty amazed
that she callep me up because of that and I enjoyed that service. We talked
a little bit about how things are going over there in London (seems to be
S@H headquarters), a little blabla, but very friendly news about her job and
S@H and their problems.
Then, in the evening when I just came back home, I got *another* phone call
from LEGO S@H Europe and one of the managers wanted to talk to me (Claire
Williams). She told me that she has SEEN MY posting on lugnet.com AND on
1000steine.de and that she would like to help me if possible. She wanted to
find out the reasons for my postings. It seems like they are very proud
about their service and they take our reactions very very serious. She
wanted to know excactly what I likedand where I saw the problems. She tried
to convince me that the difficulties that occured are temporary and that
LEGO will be prviding better help soon. She was even worried about the US
only sets that I asked for and she will try to find out if any other place
might be able to ship these sets to me. She wants to call here again
tomorrow in order to let me know the results.
As she was a great help to better understand the problems I had, I told her
to post a kind of "apology" on LUGNet and 1000steine and to let everyone
else know that they care about us. I didn't feel forced to post an apology
at all, I knew I had to do it since it was more than fair after all the
steps they have taken to help me. Well, then I posted my previous message
here (the one that you replied to) and that's it.
> Did she say specifically that she called you
> because of your postings on the Web?
YES, she said that my postings were the reason to personally contact me and
care about me concerns.
> It is possible that the managers/trainers
> are actively monitoring the telesales reps phone calls.
I don't know, but since I called multiple times and the other employee
already knew me quite well, it was obviuos for them that I posted these
messages. And since they had my phone number from my order and the fact that
I told them to contact me whenever I want, I guess they simply decided to do
so. I have no idea if they have any monitoring thing, but I assume there
weren't that many phone calls at the very first ordering day.
> Ben Gatrelle
> (remove the spam dot from the yellowcastle to reply)
I hope that answered all of your questions, if not, just ask back.
Bye, Christian --- xTI@N.
LUGNet Member #479
--------------------------------------------------------------------------
The World is full of AFOLs - gech1@t-online.de
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In lugnet.lego.direct, Christian Gemuenden writes:
> Then, in the evening when I just came back home, I got *another* phone call
> from LEGO S@H Europe and one of the managers wanted to talk to me (Claire
> Williams). She told me that she has SEEN MY posting on lugnet.com AND on
> 1000steine.de and that she would like to help me if possible.
Cool! I think this is one of the most positive messages we have seen from TLC
that they really do want to reach out to us. I'd almost hazard that this is
more positive than Brad's involvement here.
To those that feel that TLC "just doesn't get it [the net]", I think this is a
sign that they do "get it" (or at least realize they don't quite "get it" and
want to "get it").
Frank
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Frank Filz wrote:
> In lugnet.lego.direct, Christian Gemuenden writes:
> > Then, in the evening when I just came back home, I got *another* phone call
> > from LEGO S@H Europe and one of the managers wanted to talk to me (Claire
> > Williams). She told me that she has SEEN MY posting on lugnet.com AND on
> > 1000steine.de and that she would like to help me if possible.
>
> Cool! I think this is one of the most positive messages we have seen from TLC
> that they really do want to reach out to us. I'd almost hazard that this is
> more positive than Brad's involvement here.
>
> To those that feel that TLC "just doesn't get it [the net]", I think this is a
> sign that they do "get it" (or at least realize they don't quite "get it" and
> want to "get it").
>
> Frank
Yes this is very encouraging news.... very encouraging. And I expect more little
bugs in the future, but by the sound of it, TLC is on top of it. And it is very
gratifying to see that we are listened to after all. (God Bless you KKK and the
Executive Team). We just have to have a little more patience..... I am more
hopeful now than ever before about the new relationship between TLC and AFOLs!
See, they really do like our money after all!!!! :-)
Keeping my fingers crossed!
Gary Istok
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Christian Gemuenden wrote:
> Hi all again!!!!
<snip>
> Actually, the woman I talked to was called
> "Claire Williams" a very friendly and helpful LEGO employee
Hmmm.... Susan's daughter, perhaps;-)
All seriousness aside, thanks for sharing, Christian-- I think that is a great
example of how things are going to be different from now on IMO. I really
believe that TLC has turned the proverbial corner in terms of its marketing
strategy, and that the best it yet to come.
-John
>
>
>
>
>
>
> Bye, Christian --- xTI@N.
> LUGNet Member #479
<snip>
>
>
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| |
|
"John Neal" <johnneal@uswest.net> wrote in message
news:39C67132.AF7873B5@uswest.net...
>
> Christian Gemuenden wrote:
>
> > Hi all again!!!!
>
> <snip>
>
> > Actually, the woman I talked to was called
> > "Claire Williams" a very friendly and helpful LEGO employee
>
> Hmmm.... Susan's daughter, perhaps;-)
>
> All seriousness aside, thanks for sharing, Christian-- I think that is a • great
> example of how things are going to be different from now on IMO.
I agree :-)
I have been reading this group for quite a while and it saddened me that the
majority of posts have a negative tone. For some strange reason I felt that
in the eyes of many fans TLC couldn't do anything right. Whenever IMHO a
milestone was reached, the negative posts appeared too. Like TLC has to do
it right in only one shot ...
Don't get me wrong: I also wish the European S@H sold more sets (Starwars
minifig packs!) and I agree that advertising sets you can't deliver is bad
practise. I do understand that for many AFOLs LEGO direct didn't live up to
their expectations, it's just that I believe that Brad and his crew are
trying their best to achieve the goals they've set and I too believe that
many of Brad's goals are our goals. Sometimes it takes some time to achieve
these goals (like in this case- the distribution of US sets to Europe,
educating staff etc.) and sometimes TLCs planning doesn't match ours
(gradually increase the amount of sets available, while we (ofcourse) want
all of them right now).
> I really
> believe that TLC has turned the proverbial corner in terms of its • marketing
> strategy, and that the best it yet to come.
I'd say let's give them some time to right the wrongs and see what happens,
S@H in Europe and via the Internet is only the beginning of their new
marketing strategy and I think they and the community both want that
strategy to succeed.
-Frank
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| |
|
Hey Frank,
I've been one of the most optimistic ones among all. I didn't like all these
negative tones either, since I was too happy about each and ervery small
step forward that Brad Justus announced. I kept believing that everything
will be amazing one day and I was totally excited about LEGO.new. Finally,
when the new site showed up this weekend, I thought: "Okay, it's not quite
good as expected, but I can live with it. Just look at the cool new things.
An easy to use S@H for many countries (as announced) and the S@H exclusives
for us over here as well." Well, those were the two big advantages that made
me ignoring the confusing new LEGO site (I still wonder how you are
navigating through it), so I simply enjoyed the great new products and
prepared to order them ASAP. When these items were not available, they told
me to check LUGNet instead. What they wanted to say was "We're sorry that we
couldn't help you, but maybe someone on LUGnet can help you getting the
sets" but what I misinterpreted was "If we don't have it, you'd better check
LUGNet, someone over there will find it for you". That's the reason for the
negative tone and I think it has been correct regarding the situation when I
wrote it. What's that for a new service that offers products, but won't
deliver them? Of course I now regret having thought that way, because the
phone call has been simply great! But I am not willing to delete my first
posting, it's still worth being read. From everything I heard today, I can
only tell you to stay optimistic, LEGO is really working hard on everything
and one day they will give us what we asked for. I'm happy that I got my
hopes back (directly by LEGO btw), but right now I can't see too many facts
to be amazed about, just the hope for what is coming soon...
Bye, Christian --- xTI@N.
LUGNet Member #479
--------------------------------------------------------------------------
The World is full of AFOLs - gech1@t-online.de
I have to excuse if my negative tone annoyed anyone, there are way too many
negative postings in this group, all we need is patience!
"Frank Buiting" <frank.buiting@infopulse.nl> wrote in message
news:G13oyI.85s@lugnet.com...
>
> "John Neal" <johnneal@uswest.net> wrote in message
> news:39C67132.AF7873B5@uswest.net...
> >
> > Christian Gemuenden wrote:
> >
> > > Hi all again!!!!
> >
> > <snip>
> >
> > > Actually, the woman I talked to was called
> > > "Claire Williams" a very friendly and helpful LEGO employee
> >
> > Hmmm.... Susan's daughter, perhaps;-)
> >
> > All seriousness aside, thanks for sharing, Christian-- I think that is a • great
> > example of how things are going to be different from now on IMO.
>
> I agree :-)
> I have been reading this group for quite a while and it saddened me that • the
> majority of posts have a negative tone. For some strange reason I felt • that
> in the eyes of many fans TLC couldn't do anything right. Whenever IMHO a
> milestone was reached, the negative posts appeared too. Like TLC has to do
> it right in only one shot ...
>
> Don't get me wrong: I also wish the European S@H sold more sets (Starwars
> minifig packs!) and I agree that advertising sets you can't deliver is bad
> practise. I do understand that for many AFOLs LEGO direct didn't live up • to
> their expectations, it's just that I believe that Brad and his crew are
> trying their best to achieve the goals they've set and I too believe that
> many of Brad's goals are our goals. Sometimes it takes some time to • achieve
> these goals (like in this case- the distribution of US sets to Europe,
> educating staff etc.) and sometimes TLCs planning doesn't match ours
> (gradually increase the amount of sets available, while we (ofcourse) want
> all of them right now).
>
> > I really
> > believe that TLC has turned the proverbial corner in terms of its • marketing
> > strategy, and that the best it yet to come.
>
>
> I'd say let's give them some time to right the wrongs and see what • happens,
> S@H in Europe and via the Internet is only the beginning of their new
> marketing strategy and I think they and the community both want that
> strategy to succeed.
>
> -Frank
>
>
>
>
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