Let's Go LEGO

Once in awhile you receive particularly good customer service.  This was the case recently for me with LEGO.  Killian has obtained several LEGO sets over the past few years (which don't come cheap) and, in turn, has about a million individual pieces.  Many of them are replica pieces but several of them are unique.  Such is the case with one that was lost the other night while out to dinner.  As part of a $50 set I decided to try and order the individual piece from LEGO's replacement piece offering.  To do so, you add the needed part to your cart with no stated price.  Following that they sent me the following message:

"Dear LEGO® friend,

Thank you for emailing us.

We know that sometimes pieces from your favorite sets can go missing and we're happy to try to help you to replace them. However if a piece is more than 5 years old it may not be in stock anymore. We will try to find the piece/s you need, this can take up to two weeks because it's such a popular service. We will email again to let you know what the cost will be and how to pay.

Once your payment is received your pieces will be on their way to you so the LEGO fans in your household can finish their building."

Since it was a new set, I wasn't worried about the 5 year issue but I was concerned about the lack of promise or cost in the message.  About 3 days after that message, they sent me this one:

"Thank you for getting in touch with us about your replacement LEGO® pieces.

I'm sorry to hear your LEGO pieces need replacing. We get to play with LEGO sets all day long (the best job in the world?), so I know that sometimes a piece wears out or gets lost.

That's why I've asked for a replacement piece to be sent out to you. We always try to match the color you want, but sometimes stocks run low, so we might have to send you a different one.

Although we usually ask people to pay for replacement pieces, I'm sending this one for free - so now you can get building and have fun!

Your replacement parts will be shipped from our facility in Denmark. Please allow 7-10 business days for delivery.

Thanks again for contacting us. We are always pleased to receive feedback from LEGO fans! If you could take a moment to complete a four question survey by going to the link below, it will help us make sure we are providing the best customer service to you.

[link was here]

Please contact us again if you need anything else (you’ll need to remind us of your reference number 031582720A). It’s free to call our experts at 1-800-835-4386 (from within the US or Canada) or 1-860-749-0706 (from outside the US or Canada). Our phone lines are open Monday through Friday from 8am EST to 10pm EST and on Saturday and Sunday from 10am EST to 6pm EST or you could go to service.LEGO.comwhich is always open!

Sincerely,

Hannah
LEGO Direct Consumer Services"

How freakin' awesome is that?  Not only did they have the piece but they are going to ship it to me free of charge from Denmark.  That, my friends, is quality customer service.

LEGO, I applaud you on this and share the story as a testament to such service.  Yes, it may be a simple single piece of plastic but it's a huge deal to one little boy.  Thank you for your kindness.