So a week from Friday, I got a response from LEGO corporate regarding my letter concerning the mini builds. Sadly, it was lackluster:
Thanks for getting in touch with us.
We’re sorry to hear that you had such a disappointing experience when you visited one of our LEGO® stores. We work very hard to provide the best service we possibly can to our fans and their families. We know we’re really lucky to have so many loyal fans around the world and we’re always pleased to get comments back – even when they’re about our mistakes!
Listening to what LEGO fans have to say helps us get better and better we’ve passed your comments along to the team in charge of LEGO Stores. You should hear back from Store personnel within the next 1-2 business days.
We want to make sure we’re doing a good job for you, so you’ll always find the link to a four-question survey in our emails. Please tell us how we did today:
LEGO Survey link
Please let us know if you need anything else.
The survey they directed me to asks if the LEGO representative was friendly and helpful. I responded with:
While your representative was friendly, she was not helpful at all.
I would have appreciated a direct response. If she had read it, she would have known my issue wasn’t with a Store, but that I was addressing concerns about the new Mini Build Registration process.
She also mentioned she forwarded my concerns to the LEGO Store Team, but again, since my issue isn’t with the stores themselves, I’m left without my true concerns getting addressed.
Disappointing again.
After that, I put the issue to rest in my head. I figured I wasn’t going to hear from them again regarding my true issue with the mini build registration.
However, when I walked into the LEGO store for The LEGO Americana Roadshow tour this week, I was surprised that our local store manager was asking me if there was anything he could do directly to resolve my complaint. I explained to him it was not the stores themselves, but the registration process with which I took issue… but he already knew that and clarified as much to his immediate boss. The store manager and I had already had this discussion previously and he knew where I stood *AND* he was the one who encouraged me to contact LEGO corporate with my issues.
My husband did tell him jokingly, if we got a complete set collection of the Star Wars theme, he could make the complaint go away… we can dream, right?
So frustrating regardless. At this point, it’s not even an issue that bothers me of my daughter not being able to attend the free mini builds. It is what it is and I’ve accepted it. But what’s bothering me is that LEGO didn’t bother to directly respond. It feels like they just passed the buck to their public-facing evangelists.
As of now, the original issue has not been address and it may never be since the LEGO representative failed to take the time to read my concern. Our store manager will be letting his immediate boss know, but whether that goes back up the chain to get addressed appropriately, I don’t know.
And in the meantime, I decided to just respond to the email, since it has a support case number on it and see if I get a proper response, since I’ve heard nothing regarding my submission on the survey link.
Grrr…what would you have done?