Dear LEGO People
Posted by Cottontimer on 23 Oct 2007 | Tagged as: Stephen
Dear LEGO People,
My name is Stephen and I am five years old. I like Bionicle. My mum gave me Hahli and I played with him carefully. But I was sad when some of the parts cracked.
Can you please make all the Bionicles better? And, make Nuparu even stronger than Hahli? Please make the Bionicle legs and the other bits harder and please do not make them so soft.
Thank you, LEGO people.
Stephen
Update: Here’s their response just hours after we emailed them! Very impressive.
Dear Stephen,
Thanks for getting in touch with us!
I’m sorry there was something wrong with your Hahli Bionicle!
We try really hard to make sure all LEGO toys are perfect, but sometimes a faulty one sneaks through.
Actually – controlling the quality of the toys that leave our factory is a big job (about seven LEGO sets are sold every second!) and we spend a long time trying to get it right.
We have a whole department of experts (and machines) who test every LEGO set before it leaves us – they even weigh every box to make sure there’s nothing missing.
We’d like to get even better at catching any faulty LEGO sets though, so I’m passing your comments onto the team in charge of testing. It’ll help them make sure this doesn’t happen again.
Thank you for the suggestion of making Nuparu stronger than Hahli. We really appreciate you took the time to write to us! We would like to replace your broken pieces as well! Just let us know which ones got broken and we will send them to you for free!
Please get in touch if you have any more problems (you’ll need to remind me of the reference number on this letter).
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I am not at all surprised at the quality of customer service.
We’ve bought various products from them for many years (my brothers and I had Legos as kids, remember the original Space Legos? very fun) and almost never have had any problems with the pieces.
I think I had to write in or call them once, but I forget what it was that was missing. It was sent promptly. That I do remember. It’s part of why I will still buy their products even though they are more expensive than other similar building toys.
I don’t think I played with Lego much when I was a kid! Stephen would have loved the space Lego sets but their new Mars Mission line is pretty cool too.
That’s great to hear that LEGO was so responsive. My son just did a lego review on the Lego Shadow Crawler ( http://legos-legos.blogspot.com/2007/10/review-of-lego-exoforce-shadow-crawler.html ) which he did not like at all, because it wouldn’t stand up and stay balanced.
Other than that, he really loves practically everything that lego delivers. (Although I must admit, that with the larger sets, there is typically a time of frustration and tears somewhere in the project. But of course that makes it even sweeter when you overcome the difficult sections and get to the final outcome).
What a great Lego blog you’ve got! We’ve stayed away from frustration by not buying kits that are much beyond Stephen’s age range. Mom and Dad don’t need the hassle! lol
Thanks.
Just wait though. Your Stephen will probably be an expert builder by the time he is 7!
Goodness. I honestly cannot think that far ahead! lol
How sweet that he wrote to the LEGO people! That’s cool that they responded so nicely too.
Isn’t it cute the stuff they think up?
Very impressive customer service from Lego – that probably explains why they have been around for so long!
I can’t wait to buy lego’s for our little one and the response Stephen got from then further solidified our expectation from them. Good for them and good for Stephen for writing!