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article imageLEGO customer service email goes viral

By Greta McClain     Jan 9, 2013 in Odd News
Highworth - LEGO has proven once again that they truly care about their customers and are willing to go out of their way to help whenever possible, even if it means talking to a fictional "Ninjago Master".
Luka Apps, a 7-year-old boy from Highworth, United Kingdom, saved his Christmas money to purchase a LEGO Ninjago Ultrasonic Raider set. Enjoying the set so much, Luka wanted to carry the figures with him everywhere he went. When Luka went shopping with his father, he took the Jay ZX character with him, despite his father telling him to leave all the figures at home. At some point during the shopping trip, the Jay figure fell out of Luka's pocket.
Distraught over his loss, Luka decided to listen to his father's advice this time, sending an email to LEGO. In the email he says:
"I am really upset I have lost him. Daddy said to send you a email to see if you will send me another one. I promise I won't take him to the shop again if you can."
A LEGO customer service representative named Richard replied to Luka's email, telling Luka he was sorry to hear that he had lost Jay, but that he should have followed his father's advice and left the figure at home. He goes on to say that his supervisor said he could not send a replacement figure for free.
That would most likely be the typical response from most companies, however LEGO has proven they are not "most companies". Richard told Luka he called "Sensei Wu", a Ninjago Master character. According to Richard, Sensei Wu told him to inform Luka:
"Your father seems like a very wise man. You must always protect your Ninjago minifigures like the dragons protect the Weapons of Spinjitzu!"
Richard continues by saying that Sensei Wu had given him permission to not only send a new Jay figure, but to also include an extra bonus, because "anyone that saves their Christmas money to buy the Ultrasonic Raider must be a really big Ninjago fan."
Richard tells Luka that he will now be the only person to have a Jay figure that combines 3 different Jays. He continues by saying he was also sending Luka a bad guy for Jay to fight, before reminding Luka that he had promised to always leave his figures at home.
Jay was thrilled by LEGO's response, sending Richard an email saying:
"Thank you for talking to Sensei Wu for me. I promise I will look after them."
In December, Digital Journal reported LEGO had sent an Emerald Night Train set to James Groccia, an 11-year-old boy with Asperger's Syndrome. James had saved his allowance, birthday money and Christmas money for two years to purchase the set, only to find that it was no longer in production.
LEGO has repeatedly proven they care about their customers, and about providing excellent customer service. As the Huffington Post stated:
"Thank you, Lego, for restoring our faith in people (and customer service reps)."
The letter Luka Apps sent to LEGO
The letter Luka Apps sent to LEGO
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