Check this interesting article I found on forbes.com

 

http://www.forbes.com/sites/micahsolomon/2013/12/14/legos-expert-path-to-customer-loyalty-consulting-their-brick-by-brick-approach/

 

Talks about the CSR response, someone gets when missing brick pieces in their sets, and I could truly relate to that. Amazing read,

 

 

Great read indeed. Great Customer Services goes a long way. When I buy Lego sets, I get them from one particular Toys R US store. It's about 30 km away from where I live. There's stores closer to where I live, but, because of the great customer services, I always give them my business.

 

They have been very helpful to me. They even bend the rules a couples of times for me. At the end of the day, if the customers are happy, they will return.  

It's similar to my experience with Onkyo earlier in the year. My receivers hdmi board went out and it was out of warranty by a few months and I called asking what I could do. Without a pause the customer service rep gave me an authorized warranty repair. A couple of weeks later and about $400 saved later, I got my receiver back and working great. Because of this, I go out of my way to praise Onkyo and the service they have been able to provide. Most of the time great customer service = repeat and many new customers. It's too bad most companies don't realize this. I've also had great service from lego as well.