At Next10 conference, Peter Espersen, Online Community Lead (LEGO global), talked about LEGO’s community policy.
Here’s a video showing how they responded to the founder of a facebook page called „for those who have experienced the pain caused by stepping on lego! “ counting 607.000 „likers“ as of today. Essentially LEGO chose to reply by mailing a video apology to the founder of the group, letting him „post it“ and get the „thunder“, as opposed to post the news on LEGO’s corporate web site.
I have not found the video on facebook yet. But I think it was a good and natural way to respond. What do you think?