Friday, January 11, 2013

LEGO Should Be Prepared For Some Letters

When I was a kid, LEGOs were just a bunch of squares of differing shapes and if anyone on your street could build anything better than a house they were looked upon with something akin to hero worship. The thing they were best for was hearing your parents drop an f bomb in the middle of the night when they stepped on one of the tiny pieces you forgot to pick up. The fact that they could remain hidden for years and provide an unexpected moment of joy at some time in the future was also brilliant. Anyway, now LEGOs are filled with instructions and come in different shapes that can be used to actually create something. A 7 year old boy in England lost one of his toys that he bought at Christmas and wrote a letter to LEGO hoping for a replacement. Great customer service.

71 comments:

Amber said...

I will buy my child so many legos. This is amazing.

plrtz glrb said...

I hate to sound like a crabby bitch, but if u lose your toys tough shit. learn from it and be more careful next time. I think a tough life lesson would have been more valuable for this boy.

Audrey said...

I grew up with the boring box and rectangular LEGOs and I've seen the new ones too. I don't know, but something about having instructions and "every piece has it's own place" bothers me.

Where's the creativity in following directions?

Perhaps I'm wrong about the new LEGO's, but great customer service response nonetheless!

Renoblondee said...

OMG. My eight year old son got a Ninjago set for Christmas, and he is OBSESSED with legos too (He has a million that I routinely step on!) If he got this letter he would DIE of happiness. How sweet!

Little... said...

So sweet!

Pen-a-lope said...

There is hope for the human race. Kudos to this person for their heart felt gift.

Renoblondee said...

@Audrey
After my son follows the directions and gets them put together, he plays with it for a few days and then ends up changing it all around. It's all good!

Jolene Jolene said...

This is so adorable I could cry.

mikey said...

All three of my boys were huge Lego lovers. They followed the directions, took it apart after a week, and built something else. All three are now engineers of one sort or another.

Syko said...

@Audrey - with you on the creativity aspect. I loved the big boxes of rectangular Legos, so many things could be imagined and built. Unfortunately for me, Legos had not been invented when I was a kid, so I had to play with my kids' Legos, and I did, no matter how much they whined and begged me to let them have their toys back. We had a set that had a motor with it, and built some fantastic working windmills and cars.

Lauren said...

WTH is wrong with me?!?! I'm CRYING over this. Totally made my day. My son will be 7 tomorrow and only wants Legos! So glad I read this.

Tuxedo Cat said...

This is great. It's nice to know that a company this big can take an interest in one little customer.

I never regret the thousands (3 boys) I've spent, and continue to spend on Lego. It's the toy that never disappoints.

Yes, there's nothing quite like Lego foot in the middle of the night!

Just this year I finally got a replacement for a Lego racing helmet that the dog had eaten a few years ago. There are some pieces that come to mean a lot to the boys.

You can buy Lego character sets for many of the movie and TV franchises.

The website is wonderful. You can buy huge sets or even one brick!

JSierra said...

I just envisioned that letter as a scene cut from a 3 Ninjas movie.

What an awesome letter.

Tenisha said...

My boys know a kid named Luka that LOVES legos and is 7 years old. He always brings the little guys with him to school, because my boys are always asking if they can too because Luka does it. Wonder if this is the same kid. LOL...probably not...but what a coincidence! Super cute story.

Person said...

So let me understand this. Father tells child what to do. Child disobeys and exactly what parent predicted happened. Instead of telling child to suck it up and teach him a lesson, the parent suggests the child beg a corporation to replace toys the irresponsible and defiant child lost. Everyone thinks this is good parenting and the corporation is awesome for supporting it.

That poor child. I feel sorry for him when he grows up and finds out about the real world. Some people have no business having children.

MISCH said...

Oh, so sweet...

Sarah said...

Hilarious coincidence either way

C. Malone said...
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C. Malone said...

Awesome.

msgirl said...

Aw come on, when my kid was younger all his friends carried their favorite Lego figures around even tho every parent warned them not too. I absolutely do not see this as bad parenting to tell the kid to write the letter, but a great lesson.

As for the instructions, they are great! I think they teach the kids a lot, and every kid I know would then take it apart and dump the pieces in the big Lego bin that included previous kits and build their own thing.

msgirl said...
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MommaBear said...

It's remarkable what great customer service will do for your business. For the company, it's a small price to pay to ensure you'll have a customer for life. That's a kind gesture that that kid will remember for life. Kids who grow up with Lego, buy their own kids Lego.

It makes me think of the time my kids got a great jigsaw puzzle for Easter. Right out of the box, my Pug ate a piece. I emailed the company, mentioning what happened and played up how much we enjoyed their puzzles, not really expecting to hear back from them. To my surprise, a service rep emailed me back and asked that I cut the upc code off the box and mail it to them, and they would send me a replacement puzzle. To her word, three weeks later a package arrived with the new puzzle. To this day, they are my 'go to' puzzle over all others in a store shelf. They've earned hundreds of dollars of my business from that amazing customer service.

M52799 said...

Come on, this is a little kid. He has plenty of time to find out about the real world. Let him be a kid. Lighten up.

Sis said...

Great customer goes along way!!

My boys love their legos and they are now 22 and 14, my oldest is a Physics major and my youngest wants to be a veterinarian. I only think building the legos shapes etc., helped them learn to think beyond the instructions (after they built what is what supposed to be). They have thousands of little tiny legos and still "play" with them.

One time (and it only took once lol), they left their legos on the carpet and they did not pick them up (after a few warnings), so I vacuumed up a few pieces and they make this god awful very loud noise clicking tumbling noise....so I said, "Awww that must have been your favorite lego", now it is a family saying. Lol !

Sherry said...

Yeah sure he disobeyed his father but he accepted the responsibility of his action and owned up to it. Kids make mistakes and to slap this one for this tiny one would only teach him to lie about the loss (my dog ate it, it was not in the box, etc.). And his letter was eloquently written.

Nope, not given the kid or the parent shit for this but giving Lego's two thumbs up for their generosity. And they spent what? $5 dollars and some time to reply but what do they get in return? A helluva lot of new and continuuing customers. And imagine what they would have gotten if they hadn't? Much scathing criticism and lost business...Well thought out and played.

ingrid said...

There was no harm in asking, LEGO could have said 'no' but instead, they created a brand-loyal family for another generation. Kudos to a smart business. LEGO didn't get as big as they are by being dumb -- they're not there to make a 'teaching moment' they're there to make zillions of dollars and this is how you do it.

Turkish Taffy said...

"My name is Luka??..." Does he live on the second floor?

Enty, I love you, but I hate it when you print these things that I can't see.

Robert said...

Technically, Lego DID say "no" ("Normally, we would ask that you pay for a new one...My bosses told me I could not send you out one for free...") but it looks like Richard went over their heads directly to Sensei Wu, creating a pleasant memory for this kid and a magical moment for him, I'm sure ("Sensei Wu? Wow!") which he'll remember when HIS kids are playing with Legos one day.

Seachica said...

I live upstairs from you. Yeas, I think you've seen me before

maggs said...

ok, I love Lego Company now. I've stepped on MANY lego's at night and yes the F-bomb was yelled, lol. I'm going to a birthday party Sunday for a 1 year old girl and now guess what she is getting as a gift? LEGOS!!! :)

DBZee said...

I, too, have spent thousands of dollars over the years, and regret not a penny. My boys are entering their teenage years and refuse to let me pass the legos on - every once in a while, they'll pull the bin out and make some insanely awesome creation (like Serenity ship).

Lay off the kid - he's seven years old and no doubt learned his lesson. The c/s rep is awesome - he put the responsibility back on the kid and then made him promise to keep his word. Kudos, Richard!

littlemanwhatnow said...

i almost cried cause that's so nice

Tuxedo Cat said...

@Person

I think the larger lessons learned here are forgiveness, compassion and generosity.

Believe me, kids get plenty of shit lessons just existing.

ButterKwup said...

It seems to me like dad didn't want to be the bad guy and said ' you want a new one, you write the letter'. I think the dad should have explained to him that it was a consequence of not listening, but LEGO's response is fantastic.

nudibelle said...

amazing customer service!

WednesdayFriday said...

What's up with the killjoys around here?

Telomeraz said...
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Sherry said...

LOL WednesdayFriday: That avi is awesome.

yodelay said...

This is so fantastic! I recently saw a short about the history of and they are really dedicated to building imagination, and I bet thia kid's is running wild. There is just no replacement for a company that cares.

And this is a great lesson for the kid - it never hurts to ask.

E Gee Be said...

@tuxedo cat, ITA. The positive parts of this so outweigh anything else. And I cannot endorse Legos enough for all kids. Parents, take lots of pictures of your kids creations, my 21 year old son gets such a kick out of seeing his old creations.

Sarah said...

Agreed. As a kid I had plenty of people being tough on me and giving me a hard time. A few moments of kindness go a long way, and being wonderful lessons of their own.

Mango said...

@ maggs - I was going to post the same thing! My little brother was obsessed with Legos and they were all over the house. At night I would get up to use the bathroom and would step on one barefoot and OMFG!!! There is NOTHING more painful than stepping on a Lego with your barefoot! And it being the middle of the night I couldn't yell, lol.

I'll have to forward this story to my bro.

Mango said...
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Me said...

Between this letter and this video...LEGO FOR ALL THE WINS!

https://www.youtube.com/watch?v=4xGU-5KVS_g

Comma Chaser said...

I occasionally do Lego sets, and one time, one of the kits from the Creator series was missing a piece. I emailed them about getting a replacement piece, and they sent me a letter kinda like this one. About a week later, the pieces arrived, no questions asked. Great company.

wacko jacko said...

Aw, wonderful story. Hardly hear about great customer service anymore. This makes me want to visit Legoland even sooner than planned!

wacko jacko said...

Aw, wonderful story. Hardly hear about great customer service anymore. This makes me want to visit Legoland even sooner than planned!

Ms Cool said...

LEGO is a fantastic company. I had a phone call with them last year asking about a set. I mentioned how much my son loved Legos - I think I was buying something for his birthday - they sent him a courtesy set for his birthday. It was very touching.

Ramya said...

Exactly!!! The old Lego was more fun, more creative. U stack them, unstuck, build, rebuild and lo-behold u have ur own amazing creation in place!
There's no fun in instructions.

The Black Cat said...

I hope Richard doesn't get flack from doing this.

car54 said...

GIVE RICHARD A RAISE!!!!

ljsmed said...

Agreed M52799, geez....

Della said...

OMG! Lighten up X 2. Glad u aren't his parents.

Della said...

They have duplo packages for ages 2 - 5 but I don't know about 1. I bet you can find something. I do think they have really big ones so the little ones don't choke. My 8 year old loves the lego friends.

Della said...

RICHARD. FOR PRESIDENT!

misspoppypants said...

I totally agree that Dad has some balls thinking the company should send his kid free toys when the kid lost them, thats awfully entitled.
However, the kid only did what his Dad said (that time) and I LOVE Richard at Lego for his adorable, gracious and solemn-sounding advice. I like how he told him to remember he promised to always leave them at home. How cute he went above his boss' head, haha! And he gave him a super special toy too and a bad guy to fight, so freaking funny!
Anyway thats quite something Dad expecting that and most likely found the email address to Lego and went pretty far in this plan, but at least the kid has a great sunshiney story from his childhood now, a big treasure. Every kid deserves a great story like this.

misspoppypants said...

Btw, I totally want to work at Lego's CS now! I used to train people in cs for four years at a huge store in LA. We were so dedicated. You just don't see good cs anymore. I bet Lego is a fun job and Id love to get to write these great letters to kids and make their day with surprises. It would more than make up for all the downsides that also goes into cs'ing

Molly said...

This is really really precious.

zeldafitzgerald said...

you'll have to excuse me, i have something in my eye

Agent**It said...

Richard was well trained and the response indicates that the EM and physical address were researched to rule out that this request was a one time thing. Great PR !

auntliddy said...

As grandma of 5, 4 girls and a boy, i have a very popular series of stories about the little lego boy who was lost and the adventures he has. He has been lost in a circus, in a birds nest, underwater and hitched a ride on a truck. I made these up stemming from my advice to leave the little lego boy home, lol. And when the children lose a figure of any sort, i tell them they have set it free to have all new adventures. Takes the sting out. What happened to this little boy is exactly what should happen when you are little;a little magic and then everythings okay. He'll learn tough lessons later. And as for working at lego, its one(!) factory in germany that makes all these things. Every single lego fits with every single other one. I saw a special on tv, it was very interesting.

Spring said...

I loved this! Someone in customer service is an angel in disguise!

Agent**It said...

meant..to verify (not "to rule out")

April Walsh said...

That letter and the response are so cute, I can barely stand it!

Lego is, IMO, a great company. They've even sat down with women's groups who've rightfully complained their sets aimed at girls are too limited. They seem to genuinely care what people have to say.

Scott said...

You do. I'd be pretty happy with my kid taking the initiative to write a letter to a company, and learning how to get free stuff from major corporations is a much better lesson than "you lost your toy, tough shit".

FlirtyChick74 said...

I agree with Person. The kid would be better served going through the pain of losing that toy and then working and saving his money to buy replacement for it. I think it has greater impact and he'll be more careful with his toys next time. I also think the company should've turned him down. I think it is actually bad PR for LEGO. Now everyone will want replacements for toys they lost or just free toys. I think they should give toys away for charitable purposes but not for irresponsible kids.

Agent**It said...

I always thought Legos were asexual?

Trashaddict said...

ITA auntliddy. Yes, one should suck it up sometimes, but those occasional times in childhood where one screws up and is forgiven, and things made right again, you remember forever and hopefully it teaches you to be forgiving of other's mistakes.
Plug for the girls - my girls and I are crazy about Lego, too. PS Lego - not the pink stuff, although I know some girls like it. I love Technic, although I think they are pricing it astronomically these days.

chemical said...

Awwwwwwww. I miss my three LEGOsets :( .

Fashionably Mode said...

this almost almost made me cry. it's amazing a person would take the time to answer a kid this way.
costumer services around the world should take notes.

Dee Lurker said...

@Person. ITA; please don't have kids.


Being in a CS-kind of job myself I hope I would have done the same as Richard, but I KNOW I would never have thought to be so creative in my response-that is pure HEART!
ITA@MissPoppy and Spring.

I most love that he reinforced the dad's actions. Being a new parent to an adopted child I have learnt that, barring abuse, it is amazingly benefical to reinforce a parents parenting to a child, even if it's not how you would parent. And I mean benefical for the child.

If Richard was a facebook page, I would totally like and share :)