CX Stories

AMAZINGLY SHOCKING customer experience stories! (Part 7)

Written by Sonal Jaiswal | Evangelist, Customer Guru

The Lego Group, the manufacturer of the iconic LEGO, goes beyond the call of duty to provide exemplary customer experience to a very faithful 7 year old customer.

This is a story that occurred in January 2013. Luka Apps, a 7-year old from Wiltshire, England went against his father’s advice and carried a Jay ZX Lego character to a shopping trip to Sainsbury’s. Luka had gifted himself with a LEGO Ninjago Ultra Sonic Raider set with all the money he got for Christmas. And while shopping, misfortune struck – the inevitable happened! The figurine fell out of his pocked, and was never found again.

Devastated, Luka decided to write to LEGO to check if he could get a replacement. The reply that he got is a quintessential example of amazing customer experience!

Letter to Lego

Simon Apps, Luka’s father tweeted about the story and the social media went berserk with it! The exceptional experience that was provided by LEGO was tremendously praised.

Meanwhile, Luka wrote back promising that he would ensure that he took good care of his figurines.

Here is a picture of Luka with his LEGO set.


Wasn’t this an AMAZINGLY SHOCKING customer experience story? If you have experienced a similar story, write to us and we will publish it for you!

Source: Luka Apps, 7-Year-Old Boy, Writes Letter To Lego, Gets His Toy Replaced


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