The LEGO Group has officially responded to the controversy around its botched launch of the NASA Ulysses Space Probe VIP reward.
It’s fair to say that things didn’t go entirely smoothly yesterday. To recap: the heavily-anticipated NASA Ulysses Space Probe promo launched in the VIP Rewards Centre at 9am UK time / 10am CET, LEGO.com couldn’t cope with the increased traffic, and the vast majority of fans missed out on the very limited promo model – which is now commanding eye-watering sums on eBay.
As a result, hundreds of people have apparently been emailing the LEGO Group’s CEO, Niels B. Christiansen, to air their complaints. The company’s customer service department has now acknowledged those grievances through an official statement:
“We’re very sorry about your experience with our current VIP promo. We do our best to make sure items like this one are available to as many LEGO fans as possible, and we know how disappointing it can be when you can’t get the LEGO set that you want.
“Listening to our fans helps us get better, so thanks for letting us know we got it wrong this time. We’re taking a very close look to see what wasn’t quite right, and I’ve shared your comments with the correct team so we can do better in the future.”
Basically: hard luck on any more Ulysses Space Probes, but maybe things will be better next time. Or, you know, maybe not, if the LEGO Group genuinely is happy to continue to cultivate its air of exclusivity and collectability – even at the expense of its fans – as we surmised yesterday.