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I just called in to check the weekly LEGO Shop at Home phone specials.
Unfortunately, this program has been discontinued. There will be no more phone
specials. This was confirmed by speaking to a second LEGO customer service
representative.
Dominic Gruetzmacher
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In lugnet.market.shopping, Dominic Gruetzmacher wrote:
> I just called in to check the weekly LEGO Shop at Home phone specials.
> Unfortunately, this program has been discontinued. There will be no more phone
> specials. This was confirmed by speaking to a second LEGO customer service
> representative.
>
> Dominic Gruetzmacher
Thanks for the news, Dominic.
This is a sad statement but not too surprising considering Lego's great
financial returns (currently anyway) and the way their sets continue to be
overpriced by 20-25%. They're making money (and keeping the tiniest suggestion
of any threat to their precious empire under control with lawsuits), why give
the patient/watchful consumer a break?
Competitive brands are making some small measures of improved success (and
getting some notable licenses). This combined with those brands' terrific
customer service (even rivaling Lego's) may provide the needed impetus to remind
TLG of keeping the customer in mind, but we'll just have to see what happens
over the next couple of years.
Don't misunderstand me, I enjoy the TLG product (for the most part). It's just
measures like removing this one small program (that gives a customer a break)
that have me shaking my head in disgust (and make me pause ever so briefly
before making my next Lego purchase).
..joseph g
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In lugnet.market.shopping, Joseph Gonzalez wrote:
> In lugnet.market.shopping, Dominic Gruetzmacher wrote:
> > I just called in to check the weekly LEGO Shop at Home phone specials.
> > Unfortunately, this program has been discontinued. There will be no more phone
> > specials. This was confirmed by speaking to a second LEGO customer service
> > representative.
> >
> > Dominic Gruetzmacher
>
> Thanks for the news, Dominic. • ::snip::
> Don't misunderstand me, I enjoy the TLG product (for the most part). It's just
> measures like removing this one small program (that gives a customer a break)
> that have me shaking my head in disgust (and make me pause ever so briefly
> before making my next Lego purchase).
I have a different theory on this. I think that LEGO is merely streamlining its
operations and recognizes that these days, orders by phone represent a very
small portion of their total sales. I would guess that their call center staff
is a fraction of what it once was, as evidenced by the fact that I often have to
wait for a representative when I call these days, which was never the case only
a year or two ago. The few phone representatives that remain are probably
swamped each Wednesday when the new phone specials roll out.
Trends would seem to indicate that one day, orders by phone will be non-existent
and the website will be the only way to go.
As far as giving the consumer a break, I will be the first to admit that TLG's
sale and clearance items were once at much better discounts. It used to be that
all items on sale were 50% off or more. Now, building sets are barely
discounted, and the only items that are 50% off are the vastly-overpriced
LEGO-branded accessories such as housewares, video games, watches, foam shields
and swords, and other things that make die-hard brick fans cringe. It has indeed
become difficult to find the classic LEGO building sets at any sort of discount.
-Jordan Schwarz
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In lugnet.market.shopping, Jordan Schwarz wrote:
> In lugnet.market.shopping, Joseph Gonzalez wrote:
> > In lugnet.market.shopping, Dominic Gruetzmacher wrote:
> > > There will be no more phone specials.
> > >
> > > Dominic Gruetzmacher
> >
> > Don't misunderstand me, I enjoy the TLG product (for the most part). It's just
> > measures like removing this one small program (that gives a customer a break)
> > that have me shaking my head in disgust (and make me pause ever so briefly
> > before making my next Lego purchase).
>
> I have a different theory on this. I think that LEGO is merely streamlining its
> operations and recognizes that these days, orders by phone represent a very
> small portion of their total sales. I would guess that their call center staff
> is a fraction of what it once was, as evidenced by the fact that I often have to
> wait for a representative when I call these days, which was never the case only
> a year or two ago. The few phone representatives that remain are probably
> swamped each Wednesday when the new phone specials roll out.
>
> Trends would seem to indicate that one day, orders by phone will be non-existent
> and the website will be the only way to go.
Jordan
I appreciate your response.
I considered the phone coverage aspect and you're right about phone orders for
TLG and other stores eventually going the way of the dodo. It just stinks that
this one break (and a nod of recognition/appreciation to some of the die-hard
fans here at Lugnet) is being taken off the table.
..joseph g
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