Subject:
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Re: The Knight Bus problem
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Newsgroups:
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lugnet.color
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Date:
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Thu, 13 May 2004 03:57:46 GMT
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Viewed:
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1195 times
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In lugnet.color, Alfred Speredelozzi wrote:
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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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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 might have to see what Lego can do for me. However, I will only
“trade my knight bus in” for one that is ok. If they can’t replace mine
then I’ll make due with the messed up one that I have.
Ben M.
ps. Alfred, you saved me time from having to begin a senseless rant.
Thanks for saving me time!!! :)
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Message has 3 Replies:
 | | Re: The Knight Bus problem
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| (...) Today we got some further information about this on our Danish LUG's forum. Our contact from TLC, Bjarke H. Nielsen, asked quality management on our behalfes and got this answer: The Harry Potter Knight Bus We would like to stress that the (...) (21 years ago, 13-May-04, to lugnet.color, FTX) !!
| | | Return poor quality product (was Re: The Knight Bus problem)
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| (...) Here is where I have an issue about the moaning and groaning that goes on about the color issues witht the Knight Bus (and Lego color issues in general). Everyone who is really upset and feels that the color variations are not acceptable (even (...) (21 years ago, 15-May-04, to lugnet.color, FTX)
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Message is in Reply To:
| | The Knight Bus problem
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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 (...) (21 years ago, 13-May-04, to lugnet.color, lugnet.harrypotter, lugnet.general, FTX) !!
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