Being a father of three this story just made me smile. It also will restore a little faith in good old customer service, no matter how large your company is.

My sons are really into LEGO sets. Starting out a very young age with the basic building blocks, then, through the years, we've evolved into Ninjago, Star Wars, Pirates of the Caribbean, and our latest, Marvel's Super Hero Avengers. And we've lost our share of pieces and action figures along the way. That's why this story made me smile.

Luka Apps, used his own Christmas money to buy the LEGO Ninjago Ultra Sonic Raider set. Even though his father told Luka not to bring the action figure JayZX with him on a shopping trip (something I've said a hundred times...) he did, and lost it.

Luka was crushed and, decided to write a letter to the LEGO corporation.


My name is Luka Apps and I am seven years old.

With all my money I got for Christmas I bought the Ninjago kit of the Ultrasonic Raider. The number is 9449. It is really good.

My Daddy just took me to Sainsburys and told me to leave the people at home but I took them and I lost Jay ZX at the shop as it fell out of my coat.

I am really upset I have lost him. Daddy said to send you a email to see if you will send me another one.

I promise I won't take him to the shop again if you can.

– Luka

A short time later, Luka received a reply from Richard, a LEGO customer service representative.

Luka, I told Sensei Wu that losing your Jay minifigure was purely an accident and that you would never ever ever let it happen ever again.

He told me to tell you, "Luka, your father seems like a very wise man. You must always protect your Ninjago minifigures like the dragons protect the Weapons of Spinjitzu!"

Sensei Wu also told me it was okay if I sent you a new Jay and told me it would be okay if I included something extra for you because anyone that saves their Christmas money to buy the Ultrasonic Raider must be a really big Ninjago fan.

So, I hope you enjoy your Jay minifigure with all his weapons. You will actually have the only Jay minifigure that combines 3 different Jays into one! I am also going to send you a bad guy for him to fight!

Just remember, what Sensei Wu said: keep your minifigures protected like the Weapons of Spinjitzu! And of course, always listen to your dad.


And that, business owners, is a classic example of the power of excellent employees, and how to win customers for life.

By the way, my 6 year old lost Captain Jack Sparrow in the parking lot of Hobby Lobby just this week after my warning to leave him home to guard his ship. Oh, what do dads know, anyway?

(Credit: ITV for letters)