Lego Plays Star Wars Secret Santa

K’s kid has a Lego Star Wars Advent Calendar, most likely because K. is awesome. One of the pieces went missing, and she sent a quick “hey, how much would it cost to replace this thingy?” query on their website. She expected to hear back perhaps after the holiday toy rush. She didn’t expect to get a free replacement piece in the mail within a few weeks.

About two weeks ago, my kids got into a wrestling match & one of them lost a piece to their LEGO Star Wars Advent Calendar in the process. On a whim, I went to LEGO’s website to submit a request for a quote on a replacement. (It’s a seasonal, hard to find item so replacement parts are not readily available for ordering.) I never heard back from them, so I figured their CSRs are just busy w/Christmas stuff. Plus there’s a warning on their site saying it might take them a while to get back to inquiries due to the holiday season, so I figured I’d give them until after New Years and resubmit the request if I haven’t heard back. I’m in no rush and it’s not a big deal at all. A couple of days ago, I received a mystery package from LEGO. Behold, inside was the missing piece I’d inquired about with a letter that said:

Dear K,

Thank you for getting in touch with us regarding your replacement LEGO© pieces.

I’m sorry to hear your LEGO piece needs replacing. We get to play with LEGO sets all day long (the best job in the world?), so I know that sometimes a piece wears out or gets lost.

That’s why I’ve asked for a replacement piece to be sent out to you. We always try to match the color you want, but sometimes stocks run low, so we might have to send you a different one.

Although we usually ask people to pay for replacement pieces I’m sending this one for free – so now you can get building and have fun!

Your LEGO parts are on their way from our warehouse in Denmark and should be with you in 10 to 14 business days.

Thank you again for contacting us. If you have further questions, please feel free to reply to this email or call one of our friendly Customer Care Advisors at 1-800-835-4386 (from within the US or Canada) or 1-860-749-0706 (from outside the US or Canada). We are available Monday through Friday from 8AM – 10PM EST and Saturday through Sunday from 10AM to 6pm EST. Please have your reference number handy if you need to get in touch with us: XXXXXXXX

Happy building!

That’s it. No name or signature or anything so I can’t call and pass a thank you to the CSR or put in a good word for him/her. I’d like to at the very least say thank you for their kindness, if not pat them on the back with their supervisor. I’m very moved by their generosity and great customer service. Though the replacement part (plus shipping) only amounts to a few bucks, and needless to say, my kid is thrilled to receive the replacement piece so that his set is now complete again but it’s the fact that LEGO cared, and it’s really the thoughtfulness of the act that matters most to me. That is not only amazing customer service that’s sure to guarantee our business for a long time to come, but that is also the meaning of Christmas.

(The humor of the copied & pasted form letter is not lost on me, but I’m too appreciative and in love with their service to care. :) )


Edit Your Comment

  1. Quirk Sugarplum says:

    LEGO 2012!

  2. Remarkable Melba Kramer says:

    Dear Lego–

    I have lost 3,104 pieces that went to my Star Destroyer set. Could you replace these for me?




  3. nbs2 says:

    Dear Businesses –

    Would you like to see why good customer service (like that mentioned in this article) is essential to growth? Take a look at our house. My kids love to build things, but at 4 and 2 they tend to lose small pieces and are thus young enough that they are MegaBlocks kids. However, my daughter is turning 5 next year. One of our traditions is the advent calendar. Until this article, I didn’t even know that such a thing as a Lego advent calendar existed. I suspect you can see where this is going.

    My daughter will be getting a Lego City advent calendar next year. Looking that up helped me realize that my son will be getting the standard Lego brick calendar in the next couple of months. This is clearly not a lot of money, but it is another customer in an era when companies are stuggling to increase revenue and is more money than the one piece and shipping cost them.

    I wish you the best of luck as to try to see success with Lean Six Sigma.

    — nbs2

    • Loias supports harsher punishments against corporations says:

      I’m confused on the dfifference between Six Sigma and Lean Six Sigma. SS by design is supposed to make you more efficient, and thus, leaner.

      • Loias supports harsher punishments against corporations says:

        Hmmm, a quick wikipedia search explains the difference. Thank you [me]!

  4. HalOfBorg says:

    Years ago we bought a large Star Wars playset and it had a piece missing. Contacted them, asking about that one piece. They sent us every single parts bag in the set – no charge. So my son had the set plus extra weapons and an extra snowspeeder as I recall.

  5. LightningUsagi says:

    Pure epicness. I’ll have to tell my bf about this. One of figures from his SW calendar was missing its head straight out of the package…and I was too stingy to let him have the one from mine.

  6. skwigger says:

    Lego has great customer service.

    If you buy a set and there are missing/damaged pieces, you simply go on the website, find the set, and report the pieces. They will mail you a replacement, which is sometimes slow to arrive, but 100% free.

    Also, I ordered a couple small sets online, and one was missing when I received my package. I contacted them, and they sent me the missing set and another from my order for my trouble. I was very polite, not the least bit annoyed, and did not complain at all. They simply offered me the extra set as a courtesy.

  7. Rachacha says:

    The folks at Lego are awesome. We had a situation a year ago where the wrong Mindstorm sensor was shipped, we called them up and they told us to keep the sensor that we received, and sent us the correct part overnight. During that call, we asked them if they had any siggestions on how to glue models together (My son has the space shuttle, and we want to hang it in his space themed room). The CSR was taken back “LEGO IS FOR PLAYING!! You can’t glue Lego…[under her breath] but if you were, here is the glue I would recommend.

    I don’t even want to know how many Lego bricks we have.

    • ahecht says:

      Out of curiosity, what glue do they recommend?

      • Rachacha says:

        Basically anything with CA (I can’t remember the chemical name), We found that plain old Super Glue works well. My son tells me that the glue works better than the gel. Just a single drop is enough to hold on those pieces that always fell off if you looked at it funny. We are not gluing every piece together, just some of the detail pieces and a few key structural pieces so we can hang it from the ceiling.

        • rawley69 says:

          It’s cyanoacrylate. Basically that’s what super glue is. I work in a lab that uses it often, and funny enough, the cheap stuff you buy from the convenience store (like “The Original Super Glue” or Elmers) works better than the stuff lab supply companies sell.

  8. Sarahlara says:

    My nephew has autism and he gets upset over parts being different colors from those shown on the box. His mother has called Lego many times over the years and they have always come through like this for them, no matter if the toy is very old or a current big seller.

    By the way, he’s been enjoying that advent calendar this year very much!

    • Brunette Bookworm says:

      That’s pretty cool! I work with people with developmental disabilities and we also have an autism program. Having things match is VERY important. One kid freaked out about the Monopoly cups at McD’s so it’s nice to hear Lego is friendly to people with autism.

  9. Jules Noctambule says:

    Our second-youngest niece has a Lego advent calendar, and I swear that opening the little flap and discovering the day’s toy is the only thing that gets her out of bed on a weekend morning. It’s nice to know that the company truly stands by the quality of their toys.

  10. Gonzfather says:

    I’m also very impressed with Lego customer service. I recently THOUGHT that one of the pieces in my VW Bus set was broken, so I e-mailed asking for a replacement part. The part arrived rather quickly, but the new part ALSO seemed to be broken. I e-mailed again and the reply I got was detailed verbal instructions on how I was supposed to connect the piece (seems that I had switched another piece on accident making it impossible to connect the “broken” piece). I was pleased that a CSR would go the extra step and explain to me what I needed to do (this was certainly no form letter).

  11. hobochangbar says:

    I’ll 2nd (5th?) that about this being SOP from Lego. We’ve done it a few times with missing pieces. My kids aspire to be a Lego designer. If you have OnDemand cable see if you have a Lego channel. They have a bunch of short videos of designers at work, little animated pieces & such.

  12. woogychuck says:

    I’ve had similarly awesome exchanges with LEGO customer support. They are fantastic.

  13. Taed says:

    I’ve had nothing but great experiences with Lego support. I’ve had missing and lost pieces replaced a few times. I’ve had two Mindstorms “brains” replaced (our school owns many of them). All without any trouble.

  14. Galium says:

    The best part of this story is that this is not uncommon for Lego. I do a small ammount of business with Lego and I have always received this high quality of consumer service evrytime I had an issue. Lego’s consumer outlook and their CSR’s are what all other companies in the world should strive to meet. Unlike most companies, Lego does not believe that their part ends after they have your money.

  15. notdandan says:

    As a former lego child who remembers when the first lego space sets came out a couple of years ago I found a bashed-box Ultimate Collectors Tie Interceptor at my local Toys R Us going cheap (was the only one they had). Grabbed it quick but when I got home found about 80 pieces (1 bag?) were missing.

    I Phoned Lego who told me you can only ask for up to 10 pieces to be sent to replace missing parts, but the CSR lady was very sympathetic and said she’d see what she could do. Few days later, jiffy bag with about 500 bits turns up, including all 80 bits I needed!

    Echoing previous comments, Lego might cost more than rivals but they last forever and their customer service is truly excellent – I look forward to enjoying the old build for many years to come, at least until my fingers are too old to manage the fiddly bits!

    Thank You Lego, may you continue to have all the success you deserve.

    Oh, and I have the Star Wars advent calendar too – looking forward to my Yoda Santa in the morning! I might be almost 40 and married but couldn’t agree more with the first line of this article.

  16. Azagthoth says:

    I bought my oldest (6) one of these calendars this year. Best money I’ve spent in the last month. He has played with each piece for hours and eagerly awaits for me to get home so he can open it up.

  17. Kestris says:

    I got one of those advent calendars for my husband. It’s quite cool actually and he’s very happy with it. The little figurines will give him something to play with on his desk at work. Heh.

  18. jeni1122 says:

    Lego is awesome for going above and beyond link this, even if the replacement piece and shipping was very inexpensive.

    I was not aware that I could go onto their site and get replacements pieces as needed. Good to know.

  19. Vandil says:

    Lego does this for older sets, too. They simply have the best customer service.