Response to One Young Customer Suggests LEGO Might Be the Best Company In The World

Fan of LEGO? You should be. This is the classiest response to a customer query we've seen in a very long time. 

Ten-year-old James Groccia is a fan. He's been playing with LEGO sets almost every day over the last 6 years, and playing in a LEGO Playgroup has helped develop his social skills, which is not easy as James has Asperger’s Syndrome.

In 2010 LEGO released their Emerald Night Train Set. James saved birthday money, pocket money and everything else he could gather for two years, but when he reached his target recently the set was considered a collectors item and could only be found at over twice the original price.

James wrote to LEGO asking them where he could find the Emerald Night Train Set...

Dear Sirs,

My name is James Groccia and I am 10 years old. I have been playing with many Lego sets and products since I was about 4 years old. I have brick sets, Hero Factory, Creationary, Lunar Limo and more. I participate in a Lego Playgroup to help with my Social Skills (I have Asperger's Syndrome) and I love playing with Legos at home (I play with them every day).

A couple of years ago, I saw The Emerald Night Train set (K10194) and fell in love with it. I wanted it right away, but my parents said I had to save the money to get it. 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 on line 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! It seems the only way to get one now is to pay $250 on Amazon or ebay, since now it is considered collectible.

I got another Lego set, thinking I could forget about the Emerald Night, but every time I see it anywhere on line 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!

Your most loyal Lego fan,

James G. Groccia

James recieved this reply from LEGO ten days later...

Dear James,

Thanks for your interest in our products.

James, I'm afraid that we no longer make the Emerald Night. I understand how upsetting this news can be. I realize that you saved up your money to purchase it, I do apologize for any disappointment this news may have caused you.

The toy store shelves aren't big enough to hold everything, so sometimes we have to stop making a few of the older sets. Meanwhile, we have a team of experts in Denmark whose job it is to invent to LEGO® toys every year. They spend their time trying to create new and fun toys for children of all ages.

You never know though, some of the old favorites sometimes make a comeback, so keep a look out!

The best way to track down discontinued LEGO sets or individual pieces is to check the following secondary market websites:

http://www.bricklink.com/ and http://www.peequestion surbron.com

Please note that these websites are not affiliated with the LEGO Group.

I hope one of our many new LEGO toys will inspire the LEGO fans in your home. To take a look through the hundreds of sets and toys go to www.LEGOshop.com and remember to keep an eye on the 'Exclusives and Hard to Find' section, which includes classic and collectible sets!

Thanks again for contacting us. We are always pleased to receive feedback from LEGO fans! If you could take a moment to complete a four question survey, it will help us make sure we are providing the best customer service to you.

Sincerely,
Thomas
LEGO Direct Consumer Services

 

Relax, that was not the good part. In fact if the story ended there we'd have been very disappointed. There was another letter on the way from LEGO, along with a box...

Dear James,

We are always thrilled to hear from our LEGO fans! You truly have a passion and joy for LEGO. I am amazed at how many sets you have at only ten years old! I am a very big LEGO fan myself and enjoy some of the same sets you do. We received your letter here in Consumer Services and were very touched by your determination.

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 set. It is very evident that no other set could make you happier. We can understand how disappointing it must have been to find it had been discontinued. Due to your passion for LEGO and your heart-warming letter, we knew we had to go above and beyond to help make this a reality.

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. We are excited to know that we could help make this dream come true for you! Now there will be no more sadness or disappointment when you think about it ...just happiness!

We hope you will continue to love to build and create with LEGO. 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!

Sincerely,

Megan
Consumer Services Advisor

So Megan at LEGO, there's no doubt you made James' year - but you kind of made our day too. Amazing.