For Christmas, I got my wife a neat little townhouse. A LEGO townhouse. She loved it–until she got towards the end of the first model. There was a single piece missing. I went to LEGO’s web site and filled out a simple form. A few weeks later, I got the part and a really nice letter. Sure, it’s a form letter, but it’s still nice:
“Dear Mr. Watson,
Thank you for contacting us on 12/27/07 regarding the quality of LEGO(R) toys and products.
“We were sorry to learn of the difficulty you experienced with your LEGO set. We understand how upsetting and disappointing it can be when a product does not live up to its reputation. Please accept our apologies for the packaging error you encountered. Producing the highest quality LEGO products possible and establishing consumer trust in the LEGO brand name, are the most important goals of our Company. Certainly, whenever a packaging error does occur, we want to correct the situation as quickly as possible to restore your faith in our brand name and what it represents. Therefore, I have enclosed the item(s) you requested to complete your set.
“Please accept our apologies for the inconvenience you have experienced. If we can be of further assistance, please do not hesitate to contact Customer Service…”
And that’s why I love LEGO.