So I recently used my tax refund to purchase a few lego sets including the 2015 formula off reader. Much to my surprise,while assembling the rear suspension I discovered that the set was missing a 7L axle used for securing the upper suspension arm. I brushed it off,informed lego customer service of the missing piece and made a substitution with a 5l axle with a stop from my collection. But about 10 steps later in the instructions I found i was missing yet another piece,one I didn't have a replacement for. It was a pin with a pin hole that is used to secure the final panels onto the car. At this point I was furious and filed another claim for a missing piece.not only were there pieces missing,but I had to come to a dead stop literally 90 percent of the way through the build. I called customer service to inform them of what was obviously a serious quality control issue in the lego factory,as I have purchased 10 lego sets in the last few months with no missing pieces ever.

When I called the customer service representative was not only someone who some English,but was actually AmeRican.which is refreshing if you've had to call customer service before. Not only was she extremely helpful and made sure that I could get the pieces as soon as possible,but she made sure to get the relevant information from me(like the qc stamp on the box) to make sure that this issue is resolved in future sets.

I just wanted to share my experience with the eurobricks community because I know we all like to give TLG a hard time. We say they need new colors and the new sets are lame etc. But they do make an amazing product that allows us AFOLs to express ourselves creatively and create amazing machines. And the fact that they stand behind it this much is awesome. TLGtruly has some amazing people on their team.

Anyway,thanks for listening. Feel free to share any comments or stories you might have.

The Lego customer service is some of the best in the world IMO. No matter how big the flaw is they're always kind about it. For instance I ordered 30 rectangular panels and 4 wheels, and it shipped without the panels(Not sure how they missed that); however, customer service resolved that extremely quickly

Nice to see you are so pleased with the customer service, but since 99% of members on this forum have had good experience with the customer service, I think by now everyone just takes it for granted and aren't really impressed when this department is working as it should. You probably appreciate it more when you have to deal with an different company's customer service, that is when you see what a great job they do at Lego.

I once complained about the sticker sheet having creases and got a new sticker sheet in the mail one week later, which is very fast since I live in a country that is not even on the list in the Lego online store.

I have a lot of good experience with the customer service.

As a kid I liked to write letters to de Dutch customer service. Just for fun, about how I liked a visit to Legoland during the holidays and for info for a lecture on my primary school etc. They always replied and I've gotten a few freebies that way.

One time I actually worte a letter because a figure from a Star Wars set had the wrong head. They've sent me the whole figure afterwards instead of just the right head.

A few years ago I was missing a piece for the Grand Emporium. I filled in the form on the website and I recieved the piece really fast afterwards.

The last time I had to contact the customer service was a about week ago. They forgot to add the free Lego Elves polybag to my order. In the e-mail I received from them they first stated that the elf must have met a handsome knight or has been kidnapped by a troll, before saying that the polybag should have been added to my order and that they would send it to me. It sound a bit childish to write something like that to an adult but it's still a toy brand and I thought it was pretty funny.

So yes, Lego's customer service gets a 10/10 from me.

Last time I called them, they weren't able to help me (I tried to buy some pieces that are constantly out of stock). Later that day I received a call from them (!) and the nice lady told me she managed to solve my problem and if I was ready to order, she could do it right there. Never before has anyone from customer service called me back on my private phone just to tell me they solved my problem and wanted to help.

The only comparison I have is Fantasy Flight Games - they are also a very good example of how good customer service can be, but I never had phone contact with them, so no direct comparison.

In the US at least, customer service is in Enfield, Connecticut - not close enough to be neighbors, but still in the same state - we usually chat a bit about local happenings, best time to go to the beach, etc... A nice bunch!

My first 'dealing' with the Enfield Customer Service was in 2003, when I had ordered and just received a Silver Champion, directly from TLG. I took the day off and was waiting for an AM delivery by UPS. The driver rang the bell, dropped the box and literally ran back to his truck. I ran downstairs, opened the door, and to my horror the box was totally mangled, I caught up with the driver, asked him to wait so I call TLG and see what to do about that mess. The SOB just drove off and, needless to say, I was furious. I called TLG, explained the situation and the kind lady said she'll send a replacement. When I asked what I should do with the mangled package, she replied it was mine to keep ... waow! In less than an hour I went from totally furious to the happiest old kid in town. Thank You TLG.

Never got a chance to use this.

My first 'dealing' with the Enfield Customer Service was in 2003, when I had ordered and just received a Silver Champion, directly from TLG. I took the day off and was waiting for an AM delivery by UPS. The driver rang the bell, dropped the box and literally ran back to his truck. I ran downstairs, opened the door, and to my horror the box was totally mangled, I caught up with the driver, asked him to wait so I call TLG and see what to do about that mess. The SOB just drove off and, needless to say, I was furious. I called TLG, explained the situation and the kind lady said she'll send a replacement. When I asked what I should do with the mangled package, she replied it was mine to keep ... waow! In less than an hour I went from totally furious to the happiest old kid in town. Thank You TLG.

So am I to understand they gave you 2 silver champions?that's amazing :) to me what made the difference was that more than sending me a replacement piece,they actually wanted to correct the QC problem immediately.

In my opinion the standard of service that TLG sets is very special. I hope it will never change and I wish more companies were like that.