Posted by Anonymous
To Whom it May Concern,
This letter comes to you with complete disappointment in your customer service. As an elementary school, we've thought nothing but great things about the Lego Company and what it produces.
In teaching at a low income, Title One school, it is not only our job but a top priority for us to provide high interest academics. As we prepare our students for the real world, hands on learning is most effective.
Opening opportunities for our students to build and program robots is critical to preparing them for career and academic success that they would otherwise not have. After researching different companies and extensive financial planning, choosing Lego Mindstorm EV3's was an easy decision to make for our STEM Fair project. It is a product most children are familiar with and were more than eager to give up their recess time to participate in the project.
Upon ordering the kits on January 26th, we were told the 6 kits would be delivered and ready to use within 5 - 7 business days. When the kits were not delivered, we made several attempts to contact the company, go to the post office to make sure we didn't miss a delivery, and with no other options, waited patiently.
You can imagine not only the teachers disappointment, but the disappointment of 32 students, when time after time the shipment did not come in. These students were prepared and willing to work hard, through their free time, to engage in a robotics project.
We were finally told there was an error made on the delivery side in which there was no tracking number put on the shipment. A shipment of 6 EV3 kits were out in the mail, somewhere, with no way to track and yet our credit card had been charged, in full. With an impending STEM Fair dead line and no real answer to this issue, we were set in to wait, again, for your company to correct this problem. No accommodation was made on your behalf to better the situation other than to overnight the new shipment.
We finally received the shipment 18 days later (2/13) only to find 5 of the 6 kits were delivered. Again, you can only imagine the disappointment of the 1 group of students who had already been patient with the process, and were not able to begin. Upon calling to check why only 5 were delivered your customer service told us we were wrong and that 6 kits were delivered. While this goes against all company policies "the customer is always right," I also couldn't help but think how unprofessional it was to state that we were lying to your company after spending $2300, of our students' school dollars, to provide this educational opportunity for our learners.
After many disappointing, ineffective phone calls, we were told it would take another week to get this 6th kit in, again no accommodations were made to better the situation. This final kit arrived on Feb. 21st, 26 days after our purchase agreement with your company.
We simply expected our order to show up in full and on time so our students would have a full month to prepare for the STEM Fair. However, our students were consistently let down and the excitement about this opportunity continued to dwindle. Our students do not have opportunities like this outside of school.
After the amount of money that was spent on these and the perpetual obstacles that we endured, it was disheartening that there was little to no effort from your company to right the wrong. Any small accommodations on your end would have made the situation much more positive.What had started with pure excitement, turned into coming to work each day to see continuous disappointment on the students' faces.
To add fuel to fire, one of our kits is dysfunctional. The power button does not work, making the robot run continuously once programmed. We have to take the battery out each day, which is not a simple or necessary task, in order to preserve the battery life.
This activity was meant to provide STEM opportunities to low income students further our students' education and engagement levels in the classroom. With each disappointment, your customer service had many opportunities to make it right. Our students were left with less than 2 weeks to complete their projects for the STEM Fair instead of a month due to your company's lack of customer service. The next time our school is considering a purchase of this value, we will be forced to chose a different company.
Daffodil Valley Elementary