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Hello all,
We have been asked to get gather some testimonials from AFOLs regarding the
service of LEGO consumer services. Please respond to this post with any
information you would like passed on. If you’ve interacted with them, please
let us know if you’ve had positive interactions, problems, issues, or just
general impressions you may have.
To got the ball rolling, here are my thoughts:
I wrote customer service a letter when I was seven to tell them I thought
correcting people who said ‘laygoes’ was lame. I never recieved any
correspondence back on this most important issue.
Otherwise, I have never called or had interactions with the costumer service
department. Before meeting folks like Steve Witt and Jake McGee, my
interactions with anyone from the company was at LEGO stores. For the most
part, they never seemed to know much about the product beyond how to ring it up
at the register. I doubt if I were missing a piece or had a major complaint
that I would even contact costumer service at this point. These days we have
community reps (Steve Witt, Ambassadors) who seem to fill that role and carry on
opinions and concerns. My general impression is that if I call cosumer service,
I’m going to get some desk employee who will have little to give me in the way
of information or action.
Felix Greco
LEGO Ambassador
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Message has 10 Replies:
 | | Re: Opinions about LEGO consumer service
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| (...) I think it's spelled Lagos, and it's in Nigeria. No wonder they didn't know how to answer ;-). (...) I have, and it's been significantly positive... but I've learned never to call on weekends. I've had missing parts... which have always been (...) (17 years ago, 15-Aug-07, to lugnet.ambassadors)
| | | Re: Opinions about LEGO consumer service
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| I have learned that you must phone as to use the designated web/email system can be useless. The last time I had a query I used the web form which then produced two emails. The first was an automated "we'll get to your concern, thanks for filling (...) (17 years ago, 15-Aug-07, to lugnet.ambassadors, FTX)
| | | Re: Opinions about LEGO consumer service
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| (...) I've always had great service in regards to getting replacement parts, including the time LEGO sent me an entire RC unit for the dune buggy set, no charge, when mine stopped working. The only negative experience I've had was a few weeks ago (...) (17 years ago, 15-Aug-07, to lugnet.ambassadors, FTX)
| | | Re: Opinions about LEGO consumer service
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| My experience has been positive. There have been times when pieces were missing or damaged from a set including sticker sheets that were folded, bent and unable to be applied and customer service has always sent the missing pieces. Never had the (...) (17 years ago, 15-Aug-07, to lugnet.ambassadors)
| | | Re: Opinions about LEGO consumer service
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| (...) I talk to Lego customer service almost weekly. I have had very good service from them and they try. My only complaint is that they do not know how to answer difficult questions or any history (except for one person that will search out an (...) (17 years ago, 16-Aug-07, to lugnet.ambassadors, FTX)
| | | Re: Opinions about LEGO consumer service
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| (...) I have had only positive experiences with Lego Customer Service. When I was eight or nine I wrote customer service to get replacements for some broken pieces. Not only did I get the pieces, but also a hand signed letter from Susan Williams, (...) (17 years ago, 16-Aug-07, to lugnet.ambassadors, FTX)
| | | Re: Opinions about LEGO consumer service
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| All I know is right now shop@home is suffering badly. a lot of shipments with wrong things, but then to make it worse, they sometimes seem to feel it's ok to pressure the person into paying for what they shipped that was wrong. Not something I have (...) (17 years ago, 16-Aug-07, to lugnet.ambassadors, FTX)
| | | Re: Opinions about LEGO consumer service
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| (...) OK "Customer Service" and consumer service stories... First, two "Customer Service" the organization in Enfield circa 1995 I wrote a letter to Susan Williams (yes, I was in my twenties and I addressed a letter to Ms Williams :) about the (...) (17 years ago, 17-Aug-07, to lugnet.ambassadors)
| | | Re: Opinions about LEGO consumer service
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| (...) I have been very pleased with the customer service from LEGO S@H. Two examples come to mind: 1. An order was placed online and delivered by our favorite package smashing service. There were damaged and missing items. This went way beyond (...) (17 years ago, 18-Aug-07, to lugnet.ambassadors, FTX)
| | | Re: Opinions about LEGO consumer service
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| My experiences with LEGO customer service are few and far between, but when I have contacted them, I have been very satisfied. Once, I had bought two of set 8420 and received different couloured shock absorbers. After a brief e-mail conversation, I (...) (17 years ago, 20-Aug-07, to lugnet.ambassadors, FTX)
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