The Best Customer Service Reply Ever?
Seven year old Luka Apps spent all of his Christmas money to buy a new LEGO Ninjago Ultra Sonic Raider set. After losing one of the figures, his dad suggested emailing LEGO to see if they would replace it. The response was priceless.
Here’s the email Luka sent LEGO.
My name is Luka Apps and I am seven years old.
With all my money I got for Christmas I bought the Ninjago kit of the Ultrasonic Raider. The number is 9449. It is really good.
My Daddy just took me to Sainsburys and told me to leave the people at home but I took them and I lost Jay ZX at the shop as it fell out of my coat.
I am really upset I have lost him. Daddy said to send you a email to see if you will send me another one.
I promise I won’t take him to the shop again if you can.
A short time later, Luka received an email from Richard, a LEGO customer service representative. Here’s a short version of the email.
Luka, I told Sensei Wu that losing your Jay minifigure was purely an accident and that you would never ever ever let it happen ever again.
He told me to tell you, “Luka, your father seems like a very wise man. You must always protect your Ninjago minifigures like the dragons protect the Weapons of Spinjitzu!”
Sensei Wu also told me it was okay if I sent you a new Jay and told me it would be okay if I included something extra for you because anyone that saves their Christmas money to buy the Ultrasonic Raider must be a really big Ninjago fan.
So, I hope you enjoy your Jay minifigure with all his weapons. You will actually have the only Jay minifigure that combines 3 different Jays into one! I am also going to send you a bad guy for him to fight!
Just remember, what Sensei Wu said: keep your minifigures protected like the Weapons of Spinjitzu! And of course, always listen to your dad.
It’s nice to see a company like LEGO responding to their customers in such a manner. They could have easily ignored the email and nobody would have thought twice about it. Poor costumer service just seems to be accepted these days.
Know of a local business with outstanding customer service? Tell us in the comments section below!