If you read my post about the Lord of the Rings Lego set Gandalf Arrives you may have noticed that there was a damaged piece. I didn't point it out, but there was. One of the 2x6 pieces that make up the side of the wagon was bent and deformed. I still made it work, but I decided to see what Lego would do.
So I went to Lego's website and followed their links for missing and broken pieces. It was pretty simple. They asked me what set I had and what piece was missing or broken. It was easy and interactive. I then provided a brief description of what was wrong, my address, and sent off the request. Well a few hours later I had a response and the next day I had an email telling me that they were shipping my piece, all the way from Denmark.
About a week later I get this padded envelope in the mail and the following letter.
Lego takes their quality and customer service very seriously.