Subject:
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Re: Very poor customer service from Lego Shop at Home
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Newsgroups:
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lugnet.lego.direct
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Date:
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Tue, 9 Jan 2007 23:10:28 GMT
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Viewed:
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9830 times
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In lugnet.lego.direct, Aaron M. Sneary wrote:
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In lugnet.lego.direct, Bob Parker wrote:
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In lugnet.lego.direct, Gregory J. Overkamp wrote:
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I wanted to share my extreme displeasure with the Lego Shop at Home
service. My mother, knowing what a big fan of Lego I was, decided to
surprise me with a set this Christmas, the Lego Factory set 5526. At the
time she didn’t realize that it was not at mini-figure scale, and I asked
her to return it since I felt it was not really worth the cost.
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Pardon my naivety, but at 2,776 (per the box top) pieces,
set 5526 seems to be a fairly decent way
to get a variety of legos at an average of $0.047 per peice even if you
don’t want to build the set using Lego’s (online only) instructions.
Per Peeron’s inventory of said set,
you would seem to get a lot of
tan and other cool color parts (it’s neat that Peeron can sort by color!)
which might make the $0.047 per piece an even better deal?
But that’s just IMHO and YRMV.
:-)
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I think you missed the real point. It wasn’t the price per piece that he was
dissatisfed with. It was the set. Remember, not everyone who likes LEGO
builds MOCs.
The first thing I noticed was that his mother didn’t notice the scale.
Something likely to happen among non-FOLs or FOL-parents. This is because the
LEGO website RAREly includes in the product photos ANYthing that could
suggest scale or size. Nor does the description state the approximate scale.
This is a sad event indeed. I have always had premium service when dealing
with S@H. However, I have never wanted to return an item. Because of the
shipping costs involved, I have always been wary of buying gifts online, or
items I am unsure about.
Greg, I think this incident deserves another phonecall to S@H, or perhaps
even a letter. Explain the situation, describe your displeasure as you have
done to us. Mention the number of people on LUGNET that have now seen your
message, and allude to the impact that may have on their business. You might
get a better response, you might not.
Good luck.
Aaron
- hoping that TLG and S@H don’t sub-contract out their customer service like they are their manufacturing.
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Actually according to http://news.lugnet.com/general/?n=53272: “Also, LEGO
direct-to-consumer (Shop at Home) sales division announced a partnership with
PFSweb Inc. to fill Internet orders of Lego products from its catalog and online
store, according to a statement in December from LEGO Systems President Soren
Torp Laursen.”
I do fully intend to follow up on this further with Lego, having been a loyal
customer for over 20 years. I just felt it was unfortunate that my mother had
to deal with this after a well-intentioned gift. Thanks for the advice.
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Message is in Reply To:
 | | Re: Very poor customer service from Lego Shop at Home
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| (...) I think you missed the real point. It wasn't the price per piece that he was dissatisfed with. It was the set. Remember, not everyone who likes LEGO builds MOCs. The first thing I noticed was that his mother didn't notice the scale. Something (...) (17 years ago, 9-Jan-07, to lugnet.lego.direct, FTX)
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