How do you break a LEGO?

This is a re-post, but I have had another great service experience with LEGO. Thanks! You are awesome.

I am still not exactly sure what kind of super-powers my son has. He does posses the strength to break unbreakable LEGO pieces. In my youth, I lost my first tooth by prying apart LEGO bricks with my teeth. It soon became a ritual. Every loose tooth led to LEGO munching. Still, my son does not understand how to harness this super-power. He broke into tears when he cracked the leg off of this guy.

In sales, the ultimate goal is to win the mind of the customer. Service is where a company will win the customer’s heart. With tears flowing, I went online to find LEGO Customer Service. A quick form entry and some checking to see which set our broken train conductor came from was all that was needed. A quick electronic response (less than 5 minutes) let me know that a replacement piece was on its way. Free of change and no questions asked. In 10 days, the package arrived. Here is where I was really impressed with LEGO Customer Service.

First, the letter was personal. An agent took the time to write a real personal letter to my son.

Second, LEGO apologized to one of their pieces breaking during play. Not every company that will say truly say sorry. Only the great ones do.

Third, the piece (from a now discontinued set) was good as new and free as promised.

I immediately wrote a note to thank LEGO and had my son add his own thanks in crayon. I have had LEGO since I was 5 and my son has loads of DUPLO LEGO sets. He plays with them daily. Today, I received another letter from LEGO thanking my son for his artwork. LEGO has great products. LEGO’s great service makes them a great company.

Thanks LEGO.