Back in 2007 I noticed a super deal on a Lego Christmas Train that they were phasing out, I bought one for future use come Christmas time. I have tried to put it together a few times, but always got lost when it came to fitting a certain couple of pieces in their set location. I pulled it out again in early December to put together for our decorating spree and once again was reminded why I had not finished putting it together. After a while of just not location the 1x2 red flat brick I decided I would visit their website and try to determine if I could order the missing pieces. A huge array of any and all the pieces I could imagine and some I could not were to be found at the replacement parts portion of their web site.
I rummaged through their site for 20-30 minutes trying to determine the pieces that were missing and it looked like I was missing one of the bags of parts that are included in the bigger box. I looked up the phone number and gave them a call. After five or so minutes on hold I was talking to a customer service representative that asked me a couple of questions, the item number of the set and I confirmed a couple of piece types that were missing. He agreed that it looked like I was missing a bag so I counted the number of plastic bags I had, 12, and said there was a 13th bag that should have also been part of the package. A couple of minutes later and he had confirmed that all the parts were in stock but had to apologise that they wouldn’t arrive before Christmas. That wasn’t a huge problem, I thanked him for his time and went about my way.
The between Christmas and New Years was when the parts all arrived, with no cost to me I might add. I look forward to assembling this next year with all the parts now in one location.