Well played, LEGO. Well played.
How do we love thee, LEGO? Let us count the ways.
We all love to have a moan about crap customer service but credit where credit's due - the iconic Danish brickmaker seems to have it down pat.
The company has been getting internet back-slaps for the below correspondence with a seven-year-old boy named Luka, who wrote to them after he lost one of his favourite figurines.
Image source: @simonapps/Twitter
Highlight from the LEGO customer service reply: "Luka I told Sensei Wu that losing your Jay minifigure was purely an accident and that you would never let it happen ever again.
"Just remember what Sensei Wu said: keep your minifigures protected like the Weapons of Spinjitzu!
"And of course, always listen to your Dad."
Details of the letter were posted to Twitter by Luka's Dad Simon, who said the lad was chuffed with his new figurines - and new-found fame.
Luka going slightly hyper with all the Lego stuff. Trying to calm him down to get him to school!— Simon Apps (@simonapps) January 8, 2013
While Luka himself said:
This is so cool my tweet has been around the world . Thank you everybody— Luka Apps (@lukaapps) January 8, 2013
A favourite of children and adults since its foundation in 1932, LEGO has some form when it comes to outstanding customer service.
The company made online waves late last year with this video, featuring a 10-year-old boy with Asperger's Syndrome who got a special surprise in the post.
Of course, two feelgood customer service stories in a short space of time have led to some inevitable speculation: Is LEGO outstanding at customer service, or viral marketing?
Some Tweeters weren't so sure…
@ratskins Blatantly obvious lego PR machine was blatantly obvious.— Jason Thomas Brown (@VertMB) January 7, 2013
However we're willing to give LEGO the benefit of the doubt. Because everyone loves LEGO, us included.
CUSTOMER SERVICE 101
LEGO isn't the only company to earn online plaudits through great customer service.
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