Thursday, January 10, 2013

Customer Service, Doin' It Right...

Seen on Facebook last night was this very cool story...

Boy writes letter to LEGO after losing minifigure, gets awesome response
Seven-year-old Luka Apps spent his Christmas money on the LEGO Ninjago Ultra Sonic Raider set. A sound investment, if you ask us. But the thing about LEGOs -- those small pieces are easy to lose. They don't call 'em minifigures for nothing.

Against his father's recommendation, young Luka took his newly procured Jay ZX shopping. And then, wouldn't you know it, the figure went missing, never to be seen again.

So he wrote to Lego, explained what happened, and they responded by sending him a new Lego figure, an adversary, and an exhortation to listen to his father when his dad tells him not to bring the toys out with him. For the price of a small plastic figurine, they made a little boy happy, his father gets to say "I told you so", and Lego gets about a million dollars worth of free - and good - advertising.

That is how you do good customer service!

That is all.

5 comments:

Anonymous said...

Not too long ago I read about an autistic kid who saved his money for two years in order to buy a specific Lego set. In the meantime the set went out of production. The kid wrote the Lego company about his problem and the fine folks at Legos found an unshipped copy of the set and sent it to the kid. Mad props to Lego.

Mike

Old NFO said...

German company... That says it all...

David said...

We've written to Lego and gotten replacements for lost parts; I think it's their SOP, but that letter went above and beyond.

Ancient Woodsman said...

They are Danish, not German.

And yes, any father of children who have a creative streak will readily credit Lego for being a very fine idea and cmpany.

Nathan said...

When I was married, my mother looked around for a Lego bride and groom cake topper. She was unable to find a set, official or custom.

After e-mailing Lego to se if one could be bought, they sent her a bride and groom (with trellised base) for free!

They are a classy company and I'm happy to be a fanboy for life.