8043 Excavator / LEGO's excellent customer service

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Motorized Excavator

Further to the article below about the excavator's mechanical problems, if you ordered one from LEGOshop.com you may well be receiving an email from LEGO's customer service soon:

"You recently ordered our LEGO Technic Motorized Excavator 8043. In the last few days we have received calls and emails from consumers reporting that this set doesn’t meet the high standards they expect from our products.

"Our Quality team have investigated and it appears that the digging arm itself (specifically the ‘linear actuator’), which works perfectly well in our other sets, is not strong enough to lift the arm of our Motorized Excavator 8043. The piece itself is not faulty or unsafe, but gets too strained in combination with all the gear-wheels used in this particular set.

"We are extremely sorry that this has happened and realize how disappointed the LEGO builder in your household will be. We are usually so proud of the quality of our models and know that when you buy a LEGO set you expect it to be 100% reliable.

"Of course you have the option of returning the set for a full refund or credit with Shop @ Home. If you’d like to do that, please get in touch with us and let us know.

"However, we also realize that this is a unique set and so you might not want to return it, you just want it to work properly. Because of this, we have created a second option: We are having a new replacement part made which we will send to you as soon as it’s ready. We’ve only just started the design and production of this new piece, so it may not be available until early October.

"In the meantime, if you choose not to return your set but to wait for the replacement piece, we'd like to offer you a GBP 10.00 credit with our apologies and we will send the new part as soon as possible."

I've posted this in its entirety because as well as it being good news for the set's owners, it also goes to illustrate why LEGO's customer service is world-class. When you buy LEGO, you don't just get a top quality product...

42 comments on this article

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By in United Kingdom,

Strangely enough, I just recieved this exact e-mail before opening up Brickset. I am most definately keeping the set as it is still excellent, and the £10 credit will probably go to another Technic set :)

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By in Germany,

Hmm... a new linear actuator then? A bigger, stronger one? Still, it's what I expected: Too many gears to contend with! At least LEGO's customer service is excellent! "Only the best is good enough", and that applies to customer service!

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By in United States,

Well, this solves the mystery behind the disappearances of this set. It was nice of Lego to give back $10 and a new piece for free. Although Lego has rip-off prices, this proves they have excellent customer service.

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By in Netherlands,

I got an Email like this, they said they had put me on the list for the people who get the replacement parts. Excellent customer service, they have also send me free replacement parts before (I had a broken U-Joint once, and some missing pieces).

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By in Hungary,

What about the sets on the shelves in regular shops? I dont want to buy this set by Shop at Home because of the shipping cost. How should I get this replacement part if I buy this set in a regular shop?

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By in United States,

Unbelievable customer service from TLG! All this talk of 8043 over the past week has made me want this set more and more (coming from a non-technic builder :p)

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By in United States,

I am just happy that they did not elect to discontinue the set altogether.

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By in United States,

I just spoke with S@H in the US and they are taking names for the replacement parts. I did not purchase mine through S@H so I did not get any credit but at least I am going to get the parts needed to fix the problems.

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By in United States,

Has it been confirmed that they will be reissuing this once the fix is in place?

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By in Canada,

Wow that is just excellent LEGO customer service! This is what makes me love LEGO more.

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By in United States,

At one point (2007ish), I had ordered a X-wing for a friend. When the set arrived, he realized that about a 1/3 of the bricks were missing. We called lego, and they apologized and sent all the bricks needed to build the set, as well as all the people that came in the clone turbo-tank as an apology. That's good customer service.

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By in United Kingdom,

Does anyone know if this set is going to be re-released? or has it been scraped? It would be a shame if its the latter, as Im sure it would have been on quite a few Xmas wish lists.
On the subject of Lego customer service, they can not be faulted. Great products great service.

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By in United States,

WOW! LEGO once replaced some of my broken B2 Battle Droid legs as well. I bet you MEGA BLOCK wouldn't have done that!

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By in United States,

Please, Danblom, don't use such dirty words here :-)

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By in United States,

10 what 10 dollars 10 euro 10 pounds?
@Huw haha:)

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By in Germany,

I experienced LEGO customer service too! In the 2008 Pohatu set, a piece was missing. Rang customer service, they sent the piece, done. :) I think they even sent a yellow brick keychain too...

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By in United States,

when i got loot island, the crocodile's head wouldn't snap on. lego sent the new head quickly and saved me time!
Now, on with 8043. They have now sent a new part to production and it is now fixed.

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By in United States,

@mkoesel - Me too! (Although I don't like Technic much)
Plus, again Lego has THE BEST customer service!

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By in Canada,

"Although Lego has rip-off prices, this proves they have excellent customer service."
Rip off compared to who??? LEGO is the only one who makes LEGO, they can charge whatever they want for it!!
I'll pay anything for anything LEGO!

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By in Taiwan,

Yes, nobody beats TLG for fast action on customer service. I had a Duplo motorized train that stopped running properly after just a month of my kids' (mostly gentle) play. Lego sent me a new engine no questions asked. I don't love their pricing, but knowing that top-notch customer service is part of it makes it all easier to swallow.

You get what you pay for.

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By in United States,

Hopefully TLG will discontinue using some of the cheaper China plastic parts that are also sub-standard to their normally high quality.

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By in Canada,

But what's really scary is LEGO seems to have no plans in place to support the independant dealers with this issue. At least not yet. Generally dealers are not allowed to return product at all, so unless LEGO changes something, dealers are going to be eating alot of money. OUCH!!

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By in United Kingdom,

I think thhe quality control team just got fired

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By in Netherlands,

I hope that they will 're-release' the set in October! And then I mean with the linear actuator replaced by the NEW :D one!! So I can still buy the set, but then it works properly.

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By in Gibraltar,

Aesthetically would be bad but why didn't they use elastic bands to help the liftarm? (as in 8851)
Are they really going to bring out a different linear actuator?
perhaps an additional linear actuator in reverse on the back of the arm?
Or go back to Pneumatics.... :-D
We have to wait until october to find out!... can't wait

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By in United Kingdom,

I rang Lego yesterday to buy some actuators only to be be told that Lego are currently not suppling any actuators at all, due to the fact a fault has been found.

I asked about this and was told that a problem has been found in the actuators contained in the 8043 model. The design team has apparently redesigned the actuator and are starting production any time now.

Buy all accounts anybody that has bought the 8043 model will be sent new actuators in due course, if they have not opted for a full refund. Lego advised me to call back in October as that is when they are hoping to have actuators on sale again.

By all accounts no other problems have been found in any other models that use actuators.

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By in United States,

@trfislegomad, a problem they all have, IMO, is that the internal gearing is such that they are so slow to operate, needing loads of turns of the shaft to go the full distance.

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By in United Kingdom,

Having seen "The Ultimate 8043 (modification)" on the MOC pages Jurgen Krooshoop, he has modified the excavator to put the XL motor in to lift the boom. So I am wondering if it is a 2 stage problem, one the motor being under powered and 2 the problem with the actuator like Huw says???

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By in Gibraltar,

modifying the actuators to lift heavier objects means gearing them down even more internally and possibly slowing them down even more.....

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By in Sweden,

If you miss a part, the easiest way to get a replacement is to do it through the Lego website. I have done it twice this year. You enter your name, adress and the number of the set. Then that sets list of bricks appears and you just check the box for the part missing and within a week its in your mail.

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By in Canada,

Just got off the phone with Lego. I love calling them, they're always so friendly. I've been put on the list to receive the new actuator for both my 8043 sets and the Lego rep said they should be ready to ship in a few weeks.

I've only had a handful of issues with other sets but Lego has been very willing to correct them. I had a leaky pneumatic switch on my 8455 back hoe and a sticker sheet from the 8258 crane truck that was mangled. Both communicated to Lego by email and replaced very quickly.

My only real complaint about Lego is the pricing in Canada. The 8043 set is a good example, it's $250 here while in the US it's $200. Today’s exchange rate would put the US price at $210 Canadian. Lego told me they price things to account for market fluctuations but this and past prices have been a bit too steep to be justifiable. The worst set yet for pricing has been the 8265 front loader, it's also $50 more making the percent increase huge.

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By in Germany,

Talked to an employee in a big store today. I reported her from the probs with the 8043 a couple days ago, if and when they get those sets in. Today she confirmed those problems and told me the LEGO rep was there yesterday and didn't knew anything about that. So he called LEGO immediately and got the information ALL 8043 are canceled for the rest of the year. That's the information I got from her today. Also, all sets were recalled from wholesalers. I thought I share this information here. I still hope I find a set early next week somewhere and somehow. Wish me luck! Sorry for the bad news.

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By in United States,

i wonder if this means i could get new actuators for my front end loader? it does work fine though lol. i think it's just the weight of the actual arm on the excavator. my actuators on my excavator stopped working completely.. i hope this fix works well

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By in United States,

"Lego customer service is world class"? Heck yeah it is! Twice they have sent a replacement part to me. One was from Obi-Wan's Speeder & Hyperspace thing with Kit Fisto (technic piece) and the other was a Mars Mission alien. No one can beat that! :D

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By in United States,

I wonder since I bought mine form the lego store, if they too will give the $10 credit... WOuld be nice.

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By in Canada,

just to let all you guys know lego is not allwes great with customer service i had a clone helmet with the paint all mested up and i sent them pic and all thay did not even wright me back

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By in United Kingdom,

I'm just glad I bought mine when I did, I nearly didn't. When I was in the Bluewater lego store I was deciding whether to get this or the Space shuttle adventure set. I haven't actually got round to building it yet and don't know whether I should build it now or wait until the replacement part(s) become available.

I am just glad I won't have to wait until next year to get this great set.

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By in United Kingdom,

Customer service is excellent, I am not a technic builder but they have sent me uncountable packets of pieces from other sets and once when they sent the wrong replacement piece they sent me the correct one and a racers lanyard and a Harry Potter keychain as an apology! The only fault is with the slow replies and the apparent inability to replace power functions parts: The motor with my City Coast Guard helicopter was broken so I sent them an email and they asked me to send it back so I did but there was no response even after phoning (They said on the phone that the matter would be *looked into*)

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By in Canada,

I bought my 8043 a few weeks ago from LEGO. I elected to wait for the replacement parts.
LEGO just sent me an email about a ship notice for a $10 gift card.

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By in United States,

It is now available for back orders as of today!

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By in Australia,

LOL $250? Count yourself lucky. In Australia it's $350, and our exchange rate is currently about us$0.90. THAT is a rip-off.

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