This morning I read a tweet that reported that the LEGO customer service had responded to a child he wrote to them telling them that he had lost his favorite figure of Ninjago. And although all the news seems like a very organized advertising campaign, the truth is that the boy worked, with his father, how he felt after losing his figure and especially explained how and why he had lost it.
The boy's name is Luka and he is from Highworth, Wiltshire (UK) and explained to Lego that he had bought the Ninjago set with his Christmas savings. However, when he went to the mall he took his favorite piece Jay (in the picture) against the opinion of his father Simon who told him not to take them. Even so, and once he understood that he had done wrong, Luka decided to follow another advice from his father (what a nice father!) And He wrote an email to LEGO to explain what had happened and that Lego was offered a solution. Of course Luka indicated that he had made mistakes, that he had disobeyed his father and that he would not do it again. Luka and Simon's surprise is that Lego replied that they would not only replace the minifigure but also send him new pieces and also that they had talked to Sensei Wu and that he had said that it had to be done that way whenever Luka will behave well and listen to his father's advice and recommendations.
Emails can be found on the Internet in a story in which first of all the extraordinary ability of the customer service to respond affirmatively to Luka has been recognized.
The Luka's letter (translated):
Hello, my name is Luka and I am 7 years old. With all the money they gave me for Christmas, I bought the Ninjago Ultrasonic Raider kit. The number is 9449. It's really good. My dad took me to Sainsburys and told me to leave the dolls at home but I took them and lost Jay ZX in the store when he got out of my coat. I'm really sad for losing it. Dad told me to send them an email to see if they could send me another one. I promise not to take it back to the store again, if they send it to me. Thank you
And the Richard's reply Anyone who signs with a name in a customer service !? From the LEGO Customer Service Department (also translated):
Thanks for sending us an email! We are very sorry to hear that you have lost your Jay minifigure but it seems that your father was right when he told you to leave it at home. It also seems that you are very sad about the loss. Normally we should ask you to pay for a new figure if you have lost it and need to replace it. My bosses have told me that I cannot send you a free one for your loss but I have decided to speak with Sensei Wu to see if he can help me. Luka, I told Sensei Wu that losing your minifigure Jay was purely an accident that would never happen again. He told me to tell you: “Luka, your father looks like a wise man. You must protect your Ninjago minifigures as dragons protect Spinjitzu's weapons. ”Sensei Wu has also told me that it was okay to send you a new Jay and that it would also be good to include something extra for you, because someone who saves all their Christmas gift money To buy the Ultrasonic Raider you must be a big fan of Ninjago. So I hope you enjoy your Jay minifigure with all his weapons. You will be the only one to own a Jay figure that combines 3 Jay into one. I will also send you some of their enemies so they can fight. You just have to remember, as Sensei Wu told you, keep your minifigures protected like Spinjitzu's weapons. And of course, always listen to your father. In the next two weeks you will receive a LEGO envelope with your new minifigures. Please Luka, take care of them. Remember that you promised to always leave them at home Happy construction, Richard
And of course, Luka, happier than everHe replied to Richard by saying:
Hello Richard. Thank you for talking to Sensei Wu for me. I promise I will look after them. - LUKA
(Hi Richard, thanks for speaking with Sensei Wu for me, I promise you that I will take care of the figures. Luka)
A very happy ending to an experience, initially terrifying of Luka, losing her favorite Ninjago.
