Good Guy LEGO: Toy Company’s Customer Service At Its Best

Good Guy LEGO: Toy Company’s Customer Service At Its Best

It was a peaceful Sunday afternoon when my wife and I decided to bring our son over to my parents’ house. Over there, Radley had a lot of LEGO City heavy equipment vehicles. My son, who turned 3 this April, was considered a fast learner for his age. His current hobby is to play with LEGO and identify the different parts of the vehicles. As he was playing that day, he began to enumerate the different parts of the tow truck: side mirror, door, hood, headlights. However, as soon as he turned the vehicle upside down to check the under chassis, he was a bit disappointed to find out that the smoke emitting pipe (muffler) was missing. I calmly explained to Radley that LEGO doesn’t have a muffler included in the set.

I was determined to please my son, though, so I tried my luck by emailing LEGO about my son’s complaints about his muffler-lego LEGO vehicles. My parents, younger brother, and my wife all told me that LEGO would not take my matter seriously. Nevertheless, I still gave it a shot and wrote to them with the hopes that they would value their international customers’ feedback.

To my surprise, LEGO Denmark replied to my email a day later.

Lego Customer Service Surprise Email Reply

Lego Customer Service Surprise Email Reply

 

I was so thrilled that LEGO Denmark considered my request despite being so far away from our country, and how they even promised to send my son five mufflers to attach to his LEGO vehicles. After exactly 15 days, a notice was sent to our house noting that a package from LEGO was now available at the Quezon City Post Office.

The item has finally arrived! Yehey!

The item has finally arrived! Yehey!

As soon as I got to the post office, the person from the Bureau of Customs saw my small package with a LEGO logo and said that the item should be subjected to tax. After a short argument telling them that they can just ship it back to Denmark instead, they eventually agreed to hand it to me without extra charges aside from the 50-peso inspection fee.

50 Pesos Bureau of Customs fee for releasing the package.

50 Pesos Bureau of Customs fee for releasing the package.

Here is what was inside the package that was addressed to me:

Packing List

Packing List

Mufflers are carefully sealed inside.

Mufflers are carefully sealed inside.

The 5 Mufflers!

The 5 Mufflers!

I got home and ended up seeing my son happily attaching the mufflers to his LEGO vehicles.

New and improved Lego Firetruck with Muffler!

New and improved Lego Firetruck with Muffler!

The all new Lego Tow Truck with Muffler!

The all new Lego Tow Truck with Muffler!

Happy LEGO FanBoy with his New and improved heavy equipment vehicles.

Happy LEGO FanBoy with his New and improved heavy equipment vehicles.

I would like to show my sincere thanks and greatest appreciation to LEGO for doing an excellent job in taking time to listen to random suggestions and making us, your customers, happy and satisfied. Not only did LEGO make my son’s day; it also made mine. #faithinhumanityrestored

Here is a short video of my son thanking LEGO for his 5 mufflers.

Here is what LEGO had to say about the simple thank you video that I uploaded for them.

Appreciation Email by Lego Customer Service

Appreciation Email by Lego Customer Service

 

good guy lego company customer service

Thanks again to Good Guy Lego!

 

For other related articles, check these out:

Customer Service Innovation Event with Francis Kong

Cebu Pacific Air Official Statement to “Cebu Pacific Have A Heart” Letter

 

 

Good Guy LEGO: Toy Company’s Customer Service At Its Best

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