Luka is a seven-year-old boy wanted a Ninjago kit so badly he meticulously saved up all of his Christmas money to get one. He happened to buy the Ultrasonic Raider that comes with the Jay ZX mini-figure.
Now, despite Luka's father telling him not to bring his Jay ZX figure to the store, Luka did it anyway. Who knows they might have run into some Ninjago baddies, like the Serpentine or a few Sky pirates, and needed some help from Jay? Luka could have been the hero of the day, really.
But, instead, something even worse happened. Jay fell out of Luka's jacket. So, at the behest of his father – who totally pulled an "I told you so" – Luka emailed Lego, explaining the situation.
"Daddy said to send you an email to see if you will send me another one," he wrote. "I promise I won't take him to the shop again if you can."
Boy writes to Lego after losing a mini-figure.
Lego's customer service department should run the world. pic.twitter.com/6iz0dS1gvu— Scott Kerr (@scott_kerr) September 16, 2016
That is when Lego customer service rep Richard becomes the hero of the day.
Now Richard begins by saying that he is very sorry for Luka's loss, and that perhaps he should have listened to his dad – another "I told you so" for poor Luka. Richard then explains that his bosses at Lego don't seem like the nicest guys.
"My bosses told me I could not send you one out for free because you lost it but, I decided that I would put a call into Sensei Wu to see if he could help," wrote Richard.
Sensei Wu is, of course, the mentor and teacher of the Ninja, and he had not only a bit of good news for Luka, but a bit of sound advice.
"He told me to tell you, 'Luka, your father seems like a very wise man. You must always protect your Ninjago mini-figures like the dragons protect the Weapons of Spinjitzu!'" Richard continued. "Sensei Wu also told me it was okay if I sent you a new Jay… because anyone that saves their Christmas money to buy the Ultrasonic Raider must be a really big Ninjago fan."
In the end, not only did Luka get a replacement Jay ZX figure, but he also got a new bad guy figure for Jay to fight, as well as a couple of extras pieces for Jay. Luka just has to remember to keep it all protected.0comments
So, the next time you are having a difficult day with customer service, just remember that there is at least one company out there that is doing it right – or at least one company that has Sensei Wu on speed dial.