Doing It Right, Lego Customer Service Style

May 11, 2012 | 2

Recently, I had to get in touch with Lego’s Customer Service for some replacement parts for 2 sets that I bought several months ago, Emma’s Fashion Design Studio and Pizza Planet Rescue. I got 2 defective tiles, one cell phone tile from the Friends set and the “YO” license plate for the Toy Story one.

Now, I’ve read countless awesome things about Lego’s global customer service on forums and on Reddit’s r/lego on their excellent service so I didn’t hesitate in dropping them an email via their Customer Service Portal.

Now wait a minute. You don’t live in the US or Europe, wouldn’t you have to jump through a million hoops and deal with their local distributor and whatnot? NOPE. Lego’s customer service is that good that you can write in from almost anywhere in the world (don’t know if they cover North Korea..) and they should be able to help you out.

After sending my initial email, their customer service got back to me almost immediately and after a few short exchanges where they had to verify the part numbers and stuff, they told me to expect the replacement parts in the mail within 21 business days. For free!

And just like that, my new parts where shipped out from the home of Lego itself, Billund in Denmark!

My parts came today in the mail.

Woohoo! It came in 10 business days, that’s in half the time it was promised.

I work in PR and it’s extremely easy to see value in companies that invest so much to ensure that their customers who buy their products not only feel satisfied during the point of sale and with the product, but with the after-sales service as well. And this is especially so when I live in Asia where getting good customer support service is almost as rare as winning a lottery.

This, this is one of the main reasons why I love The Lego Group so much. Not because they just pump out great products after great products but it’s because they do put a great deal of thought into making their customers happy.

10/10, would approach their Customer Service for solutions again.