8043 Excavator / LEGO's excellent customer service
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...