LEGO would make a better Telco than Vodafone or O2
I originally started this post with a big rant about Vodafone and O2, both of whom in the last month have treated me like a child, an idiot and a contract slave. Having read back through it all I realised that all I was doing was detracting from the positive story that is LEGO’s absolute awesomeness. So I took both rants out and proceeded with love.
This post is purely about customer service and gives a shining example of how to treat your customers. This is a long term view, not a quick fix, and while it may cost a little upfront the rewards are be great.
My son, loves LEGO (me too), he lost his little LEGO Bobba Fett and understandably was very upset. We found on the website we could buy another one for £3.50. He saved up for weeks and weeks, until he finally had the money, so we rang…
The lady was very helpful, but on paying, the card details failed. So we tried again. They failed too. The lovely lady from LEGO, then came back and said that it was their fault and they were very sorry, so they would send the figure for free… Two days later it arrived. Wow.
However, the day it arrived, after a few hours play it was lost… Nooooooooo!
So… We phone back LEGO to order it again. This time there was no stock, and the lady explained that this particular range comes from Lucas Arts and it costs them money to order, etc… So we put my son on the phone to explain what he’d done, sneaky I know, but I wanted him to be more careful next time.
She was lovely to him and whispered with her supervisor. They managed to find him another Bobba Fett and what’s more - they SENT IT AGAIN FOR FREE…
LEGO, if you sold pants, phones, TV’s, whatever, I would buy from you… Other companies (I’m talking to you Telco’s…) really could learn a lot from them. They treated us as people and obviously realise unlike these “new” companies that we’re with LEGO for life.
Comments
Thomas Wright
said on 17 August 2008I wish the same were true of their stores…
We have a Lego store in Brighton (which is fantastic - I can spend hours in there), but the staff really don’t seem interested in the product or its delivery. I go in there periodically to get a new minifig keyring (yes, I am rather sad…) and they generally act like I’m committing a crime by distracting them from their conversation.
And I have to say that recently O2 have got a lot better. For ages now I’ve been in a dispute with them over billing, but the call centre staff are always really friendly. They’re also prepared now to give out their extension numbers and even to check up on things and ring back in a few days.
Different perspectives I guess.
Tom
Tom
said on 19 August 2008I will never forgive my mum for giving my lego away without telling me lol
Tim
said on 20 August 2008It is always great when a company treats you well.
I have to say though, that I have always had great service from O2.
My last phone was a SE W800i - all fancy on my new contract with O2. 3 months into my contract I dropped it…ahem… and the camera part broke. I called O2 and they sent me a like-for-like refurb. 3 months later I was caught in the Scottish highlands in a rainstorm with no waterproof. Needless to say I ended up wearing a swimming pool and my phone wasn’t working. I called them up and they said they would repair it within a week free of charge. After sending it in (you are supposed to send it memory card and battery free) I forgot to remove the memory card.
When I got the phone back (working within 7 days as promised) without the card, I phoned them up. The customer service lady said she wa sorry they couldn’t give me a new one, but if I ordered one online from somewhere and sent (email or fax) her the bill she would take that amount off my next monthly bill.
I could not ask for better service. It is a shame not everyone has been having the same experience.
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