Subject:
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Re: LEGO - Small shop horror story
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Newsgroups:
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lugnet.lego.direct
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Date:
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Fri, 14 Jun 2002 21:30:42 GMT
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Viewed:
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1044 times
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"Laura Gjovaag" <tegan@eskimo.com> writes:
> In lugnet.lego.direct, Ace Kim writes:
> > quite shocking considering how liberal and helpful their S@H Customer
> > Service is. why the same practice and consideration isn't true for their
> > retail shops is beyond me.
> >
> > of course this could be an isolated case. have you tried calling back and
> > getting a different service rep? i've found that not everyone is as helpful
> > or is as knowledgable in customer service practices. i would try calling
> > back and rolling the dice again.
>
> We tried. Several times. We've talked with a number of different
> people. It is apparently their policy that small shops NEVER get
> backorders filled, even if the reason for the backorder is a mistake
> on their part.
>
> I have no problem with "no backorders". What I have a problem with
> is "no backorders even if WE screwed up". If you make a mistake,
> you should fix it. Period.
See if you can bend the ear of a reporter who deals with this sort of
issue. LEGO prides themselves on great customer service, i.e. public
relations. If LEGO is brought to task publically for this kind of
behavior which so dramatically favors the "big box" stores, they will
need to address it in order to preserve that reputation. The only
reason they can get away with this kind of behavior is because the
public never hears about it.
--Bill.
--
William R Ward bill@wards.net http://www.wards.net/~bill/
-----------------------------------------------------------------------------
AMAZING BUT TRUE: There is so much sand in northern Africa that if it were
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Message has 1 Reply:
 | | Re: LEGO - Small shop horror story
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| (...) I will only use this as an absolute last resort. I'm still trying via several channels to get the message to SOMEONE in the chain of command that this behavior is inexcusable. *I* don't want to harm the LEGO company's reputation. I like LEGO (...) (22 years ago, 15-Jun-02, to lugnet.lego.direct)
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Message is in Reply To:
| | Re: LEGO - Small shop horror story
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| (...) We tried. Several times. We've talked with a number of different people. It is apparently their policy that small shops NEVER get backorders filled, even if the reason for the backorder is a mistake on their part. I have no problem with "no (...) (22 years ago, 14-Jun-02, to lugnet.lego.direct)
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