Several people sent me a copy of the Inc. magazine news story that carried the headline: “Customer discovered their $350 Lego set was missing pieces. The company’s response was brilliant.” You may have seen it as it was tagged as a top story and featured on several consolidation sites.
In short, the customer purchased a rare and coveted $350 Star Wars Lego set and it was missing a bag of pieces. The story is getting all the buzz because when Lego replied they said “…This must be the work of Lord Vader. Fear not, for I have hired Han to get that bag right out to you…”
While admittedly clever, the rest of the email is what caught my eye: “Your order number is XXX and will be arriving in the next 7-10 days.” To me, Lego’s response was not only not brilliant, and certainly not newsworthy, but I don’t even classify it as acceptable. The guy paid $350 for a defective product and they put the replacement in regular mail? No additional special product included compensating for his delay and disappointment? Just wait a week or so and you’ll be right back to where you should have been from the start.
To me, it seems like Lego forgot that their focus should be on service, not on witty banter. You can do better.