Subject:
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Fan Thank You Letter
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Newsgroups:
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lugnet.lego
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Date:
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Tue, 18 Jun 2002 12:44:39 GMT
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I have been on the phone almost constantly since last Friday, June 14 and is my
butt sore! Ba-Dum-Bumb.
Anyway, I want to thank The LEGO Company (TLC) for their attention, efforts on
our behalf, and their recognition of us, Adult Fans of Lego (AFOLs), and this
LUGNET Community.
I say that because I have been doing a little research. I have friends
strategically placed around the nation that have collections. I have friends
that collect Barbie, MatchBox, Hot Wheels, Star Wars Action Figures, Comic
books, Baseball Cards, etc. I have called friends I haven't spoken to in years
and caught back up with them (believe it or not a lot of my 30 something
friends are married with children).
Well, I discovered something in this research. Not one of the companies which
produces the products that are my friend's collecting passion cares for their
fans like TLC cares for us. Not one of them attends conventions for the
products they purchase (except for the Star Trek Fans I spoke with) nor does
the company send representatives to these fan gatherings to speak with and
listen to the fans. The companies that do attend fan gatherings do so only to
sell their products and tempt people for new product lines. None of those
companies provides special discount offers to the fans for online purchases.
None of those companies provide support or funding for the Fan Gatherings. In
fact a couple of my friends pointed out that the company they buy their
products from probably has no idea they exist.
Now true, I would probably die of a stroke or embarassment if a TLC rep walked
up to me and said, "Todd, it's great to finally meet you in person. We have
been following your interest in our company for many years." But, TLC is the
only company that even has the remotest possibility of knowing who I am out of
all of the companies I buy from (well, except for Charmin who finally served me
with a Cease and Desist Order after years of sending them thank you letters for
making their popular toilet tissue). ;-)
Also true, TLC doesn't exactly listen to every idea or request from the AFOLs,
but then I don't really expect them to. Though it would be nice if they would
at least make a set of Mini-Fig Storm Troopers. But soliciting and accepting
ideas for products and themes and new toy lines becomes a big legal thing that
never profits the fans or the company. But then they recently created the first
fan My Own Creation (MOC) into a set the rest of us can purchase. I am still
looking for the first fan created Barbie or MatchBox Car.
Every purchase I make of LEGO Products I do so with the understanding that this
company sells hundreds of thousands of that same set all over the world. While
my one purchase helps the company in the big picture, they would hardly notice
if I stopped buying. The problem is the scale of it all.
TLC simply cannot produce a set for a limited production run of 1000 or so or
even 10,000 or so (Okay I now the Super Chief is out there, but they have to
be way over the 10,000 limited edition numbered sets by now). The company scale
simply prevents it. Now I am no expert, but it comes down to tooling in the
manufacturing plant and fulfillment center and design costs and a whole host of
other things that no company, no matter how friendly they are to the customer,
is going to share publically.
I also recognize that no company, no matter how altruistic, is going to give
their product away. That's how companies go out of business! Well, one of the
ways. Any how, TLC is amazingly responsive to the AFOL compared to other
companies in a time when corporations are doing nothing but screwing the
consumer (and the investor). I have only twice needed to contact LEGO Consumer
Affairs and both times TLC has been the model for how other companies should
treat the consumer.
It struck me yesterday, after a comment from a friend, why that maybe. I
suspect the reason that LEGO Company is so good to us compared with other
companies is becuase TLC is staffed by AFOLs.
Sincerely and respectful of each and every AFOL,
Todd
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Message has 1 Reply:
 | | Re: Fan Thank You Letter
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| (...) Just to second Todd's wonderful letter and add a brief story of my own (so this isn't just a 'me too!' letter...) I have numerous geared 9v motors. Finding out about TLC's policy on replacing defective parts, I called them up once and (...) (22 years ago, 18-Jun-02, to lugnet.lego)
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