TLC Customer service is really good

[xenologer]

Not Sure how many of you like Racers

but have you seen the new tyres on Mud Hopper?

Look awesome don't they?

Well, strangest thing, perhaps its a USA manufacturing supply problem? (maybe a EU Racers fan can comment) over here we get these tyres instead:

Not the ones on the box cover

Very lame, same old tyres I already have! And the Only reason I buy these ridiculous pull back motor racers is for the new parts!

There doesnt seem to be any mention of any inventory difference on peeron at any rate...

And the replacement parts section of TLC Customer service Does list the cool new ones, not these old things.

So I put in the request, and a week later or so later they send me the new tyres.

Anyway, just wanted to point out that TLC really has great customer service

Tyres are some of the most expensive pieces there are and they let me have em.

p.s. what is up with the wierd old ones they seem to be packed with instead? regional thing? supply problems?

[Siegfried]

That is very good. I have had a similar problem before, but it didn't bother me. Now if I bought a set for the tires I would do the same! My record for customer service is a replacement motor for my 8421 crane. The one in the box had a defective gear and they sent two to replace it!

(Nice tires too; I might have to buy that set!)

[Deinonychus]

Once I emailed customer service to see if they had any suggestions for preserving the stickers on my UCS Blockade Runner...I never heard back from them, but a couple weeks later I received a brand new sticker sheet in the mail. That was pretty cool.

Ever since, whenever I've been missing parts in new sets or I've bought a set that didn't come with something I expected (Mecha-1's legs from Striking Venom) they've always hooked me up. I love 'em

[Shadows]

I've always had either really good or really bad results with them. Ultimately, it always works out, but sometimes it takes repeated requests. I don't think this is typical worldwide, it's probably more a result of the massive changes in the system here in the US.

Still, at the end of the day, I have no complaints.

Just don't ask me about their shipping department.

[Siegfried]

Just don't ask me about their shipping department.

If you complain about shipping I may have to beat you. Australians pay a lot more, almost never get free shipping, and it takes up to 2 months...

[Cardinal Brick]

I’ve always been impressed, I’m also surprised how trusting they are (maybe they have very honest customers!) I once sent off a lot of requests at once, after a buying binge. Clearly I’d managed to get a defective batch of TIE Crawlers as all three had problems they didn’t question it. That’s the sort of customer service I want, never had a problem they're great .

[Shadows]

If you complain about shipping I may have to beat you. Australians pay a lot more, almost never get free shipping, and it takes up to 2 months...

B-b-b-but they bent my box.

Seriously. If I order any two large sets and a couple of small items, one crushes in the box of the other, the small things get stick inbetween, and something gets broken.

Of course, they arrive in under a week, even when it's free shipping (it's pretty rare here too), but that's not the point!

I paid half price for Cafe Corner because of that. Also not the point!

[Skipper 24]

my parts come in about 3 days like when i had a broken indy whip

[sam89]

I remember when I found out that there was an "improvement pack" to the old Jango Fett's Slave 1 set. I asked LEGO if I could have one, and they sent me the whole set - for free. Now that's customer service!

[Siegfried]

B-b-b-but they bent my box.

Oh. Well maybe you have a point then. I've ordered from S@H at least ten times and never have I had any damage, cosmetic or otherwise. But is this the fault of S@H?

I remember when I found out that there was an "improvement pack" to the old Jango Fett's Slave 1 set. I asked LEGO if I could have one, and they sent me the whole set - for free. Now that's customer service!

OK, you win!

[Shadows]

Oh. Well maybe you have a point then. I've ordered from S@H at least ten times and never have I had any damage, cosmetic or otherwise. But is this the fault of S@H?

Surprisingly, yes. In every case, the outside box has been absolutely perfect. They just don't pack right. I've told them repeatedly. They don't listen. I've read similar complaints all over the place. The UCS Falcon was a nice exception since the shipping box fit the actual box perfectly, so nothing could be shipped with it, nor was it possible for it to slide around. I expected perfect and it was.

[Siegfried]

Surprisingly, yes. In every case, the outside box has been absolutely perfect. They just don't pack right. I've told them repeatedly. They don't listen. I've read similar complaints all over the place. The UCS Falcon was a nice exception since the shipping box fit the actual box perfectly, so nothing could be shipped with it, nor was it possible for it to slide around. I expected perfect and it was.

But mine ship internationally and seem to be packed the same way... I think your delivery guys sux!

[Batbrick]

Well I accidentally ordered a replacement part when trying to find the price of it under the quickly scribbled name of "mistre sffc" and it came in for free - with phony name attached

Even though I accidentally ordered it, it actually was quite convenient, as I had worried if I had to pay shipment. Also, my Niddhog's leg snapped a week before it arrived so yay!

Batbrick Away!

[Ickelpete]

I have always had great service from TLC.

I once had a faulty part in a set that was no longer produced and they managed to replace it however the best deal i got was a free Darth Vader key ring with one of the replacement packs.

Edited June 14, 2008 by Ickelpete

[CP5670]

TLG's replacement service is good in the sense that they won't give you any hassles, but my impression is that they are not very organized and often won't send you exactly what you are supposed to get. Sometimes it will go in your favor and other times it will be against you.

I remember I sent them a bunch of broken stuff at one point in 2001 (at their recommendation after contacting them), which included two pneumatic pistons, a 9V electric wire, an 8448 damped shock absorber (notorious for breaking) and a European 220V transformer that I had gotten out of an ebay set but couldn't use in the US. I got replacements for most of the stuff, but some things were either replaced by the wrong part or had no replacement at all.

I recently also tried to replace a broken micromotor (which itself was actually a replacement they sent me a few years ago) with them and just got a generic email that "this part has been discontinued." I guess it has been quite some time since those appeared in any set though.

[Cardinal Brick]

I remember when I found out that there was an "improvement pack" to the old Jango Fett's Slave 1 set. I asked LEGO if I could have one, and they sent me the whole set - for free. Now that's customer service!

That is truly amazing, that’s service no mistake.

[Deinonychus]

Should be interesting...

I just placed two customer service requests about ten minutes apart. One to LEGO and one to Hasbro. I'm curious to see how this turns out in a head-to-head examination.

I kind-of have a feeling on how this will shake out though

[Shadows]

TLG's replacement service is good in the sense that they won't give you any hassles, but my impression is that they are not very organized and often won't send you exactly what you are supposed to get. Sometimes it will go in your favor and other times it will be against you.

That's the way it looks, but it's a pretty tricky system, which I've had a little bit of a glimpse into.

I had a case where requested a part, received the wrone one, explained it again, received the wrong one, explained it again and finally a US employee emailed me to apologize and make sure they got it right. At least in the US, when you order a part, someone here does the paperwork (electronic, I'm sure) and the request goes to Billund where an employee hand picks the part from a massive series of drawers and bins.

As a result, if a number goes wrong, or a word doesn't translate clearly, or someone just misses by one drawer, you get the wrong part. It's perfectly understandable, and they seem very willing to make it right, as long as it's possible. It's got to be tough with all of the old and discontinued parts out there.

It seems like a cool job, in a way, but a headache at the same time.

[iamded]

TLC Customer Service is really good! I bought an Arkham Assylum, about a year ago or something, anyway, a few days after I bought it, I was setting it up for display after bringing it back from dragonator's, and all four of the 'robot arm' clips broke when I went to move the bar holding them all together. I was quite dissappointed.

Only recently did I realise I could use Customer Service. I added a note saying they broke after I opened the set and built it, but they broke way to easily, not by force or anything. So anyway, about a week later I got four replacement ones, all in great condition. With a pleasant letter as well. It arrived much quicker than expected and in very nice condition. Thanks TLC!

~Peace

[radiant7]

Most 7261 Clone Turbo Tank's had 7 light-blue grills instead of 7 trans. light-blue grills as per the box and instructions, so I simply ordered some from the replacement parts page for the turbo tank and they sent them out to Australia in only 5 days!. I honestly wasn't expecting anything, but I got a wonderful suprise when the padded Lego envelope arrived out of the blue. I thought I'd have to go to Bricklink for the pieces :)

This was only last month too.

Edited June 15, 2008 by radiant7

[Deinonychus]

Jun 15 2008, 02:11 AM

Should be interesting...

I just placed two customer service requests about ten minutes apart. One to LEGO and one to Hasbro. I'm curious to see how this turns out in a head-to-head examination.

I kind-of have a feeling on how this will shake out though

UPDATE!

My request to Hasbro netted me an email response on the 17th telling me how they're sending me a mailing label so that I can box up my broken toy, drive to my post office, and send it back to them so they can exchange it for another of the same toy or one of equal value.

My request to LEGO resulted in a package today (21st) containing a replacement for my broken piece, plus three more of the same part, I guess in case the others in the set break.

LEGO wins again!