This is not a photography post. It is a post on great customer service. Something I find to be very important. It is about the Lego Group.
My son is into robots and Legos. Big time.
My wife mentioned this to a co-worker and he said he had a Lego Mindstorm NXT kit he hasn’t used in years and would like to sell it. It was a kit from 2008, but still in excellent condition. If you know about these, you know they are quite expensive. He let her bring it home for my son to play with to see if he liked it.
The heart and mind of a Lego Mindstorm NXT robot is the “brick.” It is the computer portion of the kit that you send programming to via laptop and USB cable. They are the most expensive item in a Mindstorm set. The one we had worked fine, but the screen did not work. After a little searching on the web, we found that the screen issue was happening in it’s early days but is easily fixable (make a note of the word “easily” for future reference). We could still plug it directly into a laptop and it worked just fine, we just could not see on the display or connect it via Bluetooth. Still worth purchasing if Cal approved.
As we expected, Cal approved. We were building a robot and running it around the living room floor via an old laptop in no time.
We purchased it and I was assigned the task to fix the brick screen. Many webpages read and YouTube videos were watched and I was ready to attempt the fix and hopefully not destroy it.
During my search, I did find a site that said there was a recall on the model brick we had. Since this kit was from 2008 and we were not the original owner, the warranty and recall was most certainly null and void. Every company on the planet would never think of extending a recall 9 years. But out of curiosity, I contacted Lego anyway. Doesn’t hurt to ask.
I talked to a customer service person via their chat option and told them our story. I asked if there was a repair service that I could send it into and pay for the repairs. I let them know I would gladly pay a fee to get it fixed. I never asked about having it replaced due to the recall because of it’s age and I was already committed to paying. I didn’t even save the chat because I knew the outcome, so I didn’t get the name of the person I was chatting with.
The customer service person said there was no such repair service. They also said that since the age of the item was almost 9 years old, they could not help us out. They were friendly and apologized, but said it was too old to have it repaired. Just as I suspected. I totally understood and thanked them for trying.
I then went back to trying to fix this brick. If you are in the IT world, you know “Brick” has it’s own meaning. Dead. It is bricked. It is dead. This thing became dead after a few attempts reapplying the ribbon tape. I put it aside for a week. I saw there was a way to solder it but that needed time and a quiet environment to concentrate.
That time was last Sunday. Unfortunately, I found out that my soldering skills were not up to par in getting this thing to ever show the display again. But that was okay since it worked via computer and long USB cable. All was still good in the NXT robot building world in the household.
Monday morning, I got an email from Lego to my personal business email address. I thought for sure it was a phishing attempt and that this address was starting to get spam. The email did have my complete name and address in it though. It stated that my order has been shipped and there was a part number and order number. Odd.
This is all too weird. I did not give my address to the person I chatted with, so this has got to be fake. Spammers are getting smarter each day I thought.
But there was something going on here, so I did a search. The first dozen links in my Google Search for the part number was for an NXT brick. Same one we had. Okay, this is getting interesting. I went to the Lego site and their check order status and pulled up the order via the order number. OK, this is a legit order. So, did my wife order one saving me the pain of trying to fix this? That would be great! That can’t be I thought. We were under the impression that they did not build it anymore. Hmmm. And why would she use my email address and not the email address we specifically use for internet orders. Very strange.
Tuesday, the area where the Lego offices are located were hit by a snow storm, so Lego was basically offline. Yesterday, I did not have time to chat with them. But this morning, I did.
A customer service person named Daniel was assigned my chat. I gave him the order number. While he was checking it out, I typed up what I thought was going on. Daniel confirmed that a new NXT brick with the recall fix was shipped out to us.
WOW. I am stunned.
That is amazing! And much too kind. But why? How?
I did not give any mailing address in my original chat, I know I didn’t. But I must have used my personal email during the chat. So how did this person end up tracking me down? Did they go over to the Lego Store database and find me? They must have. But in our Lego store account, we used a different email address. How many Brian Dykes’ are there in the USA? They must have taken some serious time and effort to put 2 and 2 together, right? But they did and that is amazing to me. And that is amazing customer service. Whomever did that must love their gig and definitely puts the customer first.
A company as large as Lego could have just brushed it off and not skip a beat. Replacing a 9 year old computer that is 8 years out of warranty and owned by someone other than the original owner is unheard of in the world of customer service. That is going above and beyond on an epic level. Unheard of in this day and age. Except for at Lego apparently. Lego can truly say they care about their customers. More so than I have ever seen.
There is a Lego customer service agent and supervisor(?) that decided to do something extremely nice on February 27th. They went out of the way to track my information down and replace a pricy piece of equipment for free when they could have just let it go. Especially when our chat ended with me thinking there was nothing they could do. A small act of kindness is a huge thing to some people. Hence this long winded post. 🙂 In a few days when the new brick arrives, Lego will be making an 8 year old extremely happy. It will make his parents extremely happy as well. Lego has scored a customer for life with these actions. Well, they had one anyway because they are so darn cool, but this little act of kindness just tipped it in for me. Bravo Lego. Bravo.
Thank you Lego and especially to the person(s) that decided to go that extra mile to help out a customer. If anyone at Lego reads this, and you find out who was responsible, please let them know I said thank you. Such a small act on their part, but so grateful and large on ours. Cal thanks them as well. Oh and, thank you Lego for creating a product that helps fuel my son’s passion for all things Science, Technology, Engineering and Math. Lego rocks! The toys AND the company!