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What to do if your new NXT kit is a missing part

I've always been amazed at the consistency and reliability of LEGO's packaging (as well as the product), but it seems that occasionally a kit escapes without all its parts. The good news is that the solution is very simple...

http://badgerrants.blogspot.com/2007/02/why-lego-is-such-great-company.html

Rob

Comments

Brian Davis said…
Over the years, I've bought... a few ;-)... LEGO sets. On the very rare occassions that something has been missing (three, IMS), customer service has replaced it fast and with zero hassle. I once had a light sensor from the RCX die while I was teaching a class, and called up customer service about it. I told them honestly that the kit was more than a year old, but I thought I'd ask... and within two days, I had a new sensor in hand. Yep, the customer service, especially for a toy, is one of the strengths of LEGO as a buisness (again, IMO).

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Brian Davis
Mar 1, 2007, 1:26:00 PM
Anonymous said…
Yes, but the problem here in Australia is that Lego pulled the plug on Educational Experience (the only dealer that knew the products) last month. So all the technical support and knowledge they supplied to us teachers has gone and cannot be matched in any way by the remaining suppliers.

So when I went and bought my NXT sets I went to Dick Smith and got them for $309ea inc GST (they do the deal for schools in multiples) and bought the software/site licence and batteries from Moore Education.

Why pay >$460 plus software from the so called Lego Education suppliers when the same thing (except the battery) is cheaper in retail stores.

Shame, Lego, Shame!

Bill Reynolds
Glenbourne SHS
Mar 1, 2007, 6:31:00 PM
Unknown said…
I can absolutely back the impression voiced in the article. Once one of my (pretty old) RCX bricks just gave up working .. dead ... just sitting there and doing nothing at all any more. Although anyone used to modern capitalist market (including my own rational thinking) told me that it would be simply foolish to go for a a replacement for that, I filled out some formular on the LEGO customer pages, just for the sake of having tried...
Only few days later, I received a brand-new RCX brick, and for free! The only thing LEGO asked me to do was to send in the old one (bat that wasn't mandatory).
For truth to tell, I never would have expected that!

Great company.
Mar 1, 2007, 10:05:00 PM
Anonymous said…
My son got a new Lego set about a year ago that was missing a part and I am amazed at how nice the experience of getting a replacement was. One phone call with a very pleasant support rep was all it took. The woman had me describe the part and identify it in the instruction manual. I chatted with her about it, but I'd really like to get a look at the computer system that allowed her to so quickly find the exact part. Imagine the sheer number of unique parts in the Lego system...
Mar 2, 2007, 4:23:00 AM
Andy said…
Matthias: My RCX died not to long ago too, I think I'll contact LEGO about it.
Anyway, one of my US snesors just stopped working correctly and I contacted the costumer support and it took almost two weeks before I got the opportunity to send it in, now it has gone four whole weeks scince I sent it in and still have not got a new one! It is propably only because I am in Norway it is so slow, Noway is a slow and boring (well sometimes atleast) country. I hope I get a new US sensor soon so I can test if it works and how it works, the US pinging thing you know. :-)

Andy
Mar 2, 2007, 7:37:00 AM
Brian Davis said…
Andy, it could also be because parts like the US sensor are probably still in rather short supply, with the popularity of the NXT.

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Brian Davis
Mar 2, 2007, 8:00:00 AM
Andy said…
Youre propably right Brian.
I'll call them next week to see how it goes where ever they are...

Andy
Mar 3, 2007, 4:33:00 AM
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