LEGO customer experience

I was planning to write my experience about Dubbo zoo but something else came up so… Change of plan!(((o(*゚▽゚*)o)))

As mentioned in my blog of helicopter, I would really appreciate if LEGO can provide something for user to break down the bricks, especially in those x in 1 boxes. So I wrote this feedback to LEGO on their website. Below is my original letter to them. I submitted it on LEGO website under Customer Service.

Hi there – I have bought 3 Lego’s and have had great fun! 🙂
One small feedback:

with those 3 in 1 or 2 in 1 Creators, it would be great to also supply a tool to dismount the craft or even just guideline/ instruction on how to do that. It’s very well designed so breaking it down will take some time and hurt fingers (esp with smaller parts).

And guess what? Shortly I received a letter from them!

Followed by a confirmation Email of shipment!^_^

I have to say that’s really excellent customer experience. As you can see, I didn’t even asked for anything in my Email. They make me feel that my feedback is valued and they put effort to solve my problem. There is no sales information in the Emails and no pushing  away accountability.

It actually reminded me of the AAMI experience I had a couple of months ago. In short our car got stolen and found later. AAMI as an insurance company provided us the car check service. However the car was with them for more than one and half month. Everytime we called them, their reply was: car is with the workshop which is operated by another company, we cannot do anything; and if you need a replacement car, you need to change your policy  to blahblahblah… Basically very unhelpful, doesn’t want to take accountability, with no repect to the customer and even try to upsell us something. When I search AAMI online, that’s basically the feedback from other customers too – AAMI sucks!

I understand companies use different strategies to attract customers, but good will is always appreciated. Sometimes immediate financial return might not be obvious, but as long as companies treat customers in a genuine way, beautiful thing will happen naturally to them without asking for it, in one way or another.

*・゜゚・*:.。..。.:*・'(*゚▽゚*)’・*:.。. .。.:*・゜゚・*

BTW Dubbo experience coming soon.

And… Just to show off another LEGO of mine. I think if you put an engine in there it can move.


2 thoughts on “LEGO customer experience

  1. Jax says:

    It does move and there is also instructions on how to install the engine. The engine is standard parts too.
    The good customer service experience reminded me of Sportsbet. Some customers are very surprised and happy when instead of saying “anything else I can help ?” to close a call, they sometimes will hear “here is a $20 bonus bet just for your call. It’s in your account now ” things like this keep conversations open and they will remember ur name.


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