Posted on 01/09/2013 7:44:54 PM PST by Altariel
We’re used to dealing with companies that seem to take joy in foiling their customers, so when a company comes through, really performs above and beyond, we jump at the chance to warm a few hearts. Like say when an 11-year-old boy saves up his money for two years to buy a LEGO train set only to find out it isn’t being made anymore and is now a collectible, completely out of his price range. You better believe this one has a happy ending.
In a letter posted as part of a video on YouTube (via Buzzfeed) A Massachusetts boy with writes Asperger’s syndrome had his eye on a $100 set called the Emerald Night Train, and started saving for it more than two years ago. He used LEGO blocks as part of a playgroup that helps him with his social skills and had fallen in love with the toys.
But then recently, the bottom dropped out of his plan — the set was no longer available and prices for it skyrocketed out of his range. Bidding on Amazon and eBay proved too expensive.
He writes:
“For two years I kept all the money I got for birthday and holiday gifts, some of my allowance and some money I got for participating in a research project. At last, a couple of months ago I had my $100 and was ready to buy the LEGO set of my dreams. My mom started looking for it online and could not find any. We checked the LEGO store in our area and they didn’t have it either.
I was completely crushed. You’ve stopped making it! I got another LEGO set, thinking I could forget about the Emerald Night, but every time I see it anywhere online I get very sad and disappointed. I still want the Emerald Night so badly, but there are none to be found. Do you have any at your corporate headquarters? Perhaps I could get one that way? If you have any other ideas, I would be happy to hear them. I have never wanted a LEGO set so badly ever in my life.”
LEGO wrote back saying the set had been discontinued, but didn’t say much else. Until two days before his birthday, when a box arrived from the company holding the coveted set, along with a note.
‘The Emerald Night Train is a wonderful set, so we can understand why it is your dream to own it. I commend your willpower and patience to save money for over two years just to purchase this. We have located an Emerald Night Train for you, James, and included it in this package! I am sure you will enjoy building it and cherish your time playing with the train. Fans like you are why we are so lucky as a company. Who knows, maybe you will be working for The LEGO Group one day! You certainly have the heart and passion for our bricks to do so! Happy building, James!”
It’s not often that we’re reminded of companies that really do seem to have their customers’ best interest at heart, and for that, we tip our hats, LEGO. Making dreams come true is a pretty good way to treat your customers.
Awesome.
We buy exactly the Legos we want from eBay all the time. You sure can get a lot of cool Legos used.
Now that IS customer service. LEGO shows it not only stands behind its products, it knows the importance of keeping customers happy.
And if you can’t do that, you won’t remain in business. Your customers are your most important asset. And if you can’t take care of them, they won’t do business with you again.
Lego shows how its done - or should be.
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