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At the risk of sounding harsh: what fans? And where are they talking about it? I just had a skim of the main Hero Factory-related sites, and the only active username I see on most of them is yours. According to the changelog on HS01, you're the only person who's contributed to it in any way in months. The same is true of the Heropedia wiki. The Custom Hero Factory wiki has a little activity happening, but it all seems to be in relation to a single ongoing Youtube series. r/HeroFactory only has 369 members, weeks go by between posts, replies are in the single digits, and once again it looks like you're the most frequent poster by a vast margin. The only outlier is r/HeroFactoryLego, which has 3.4k members, and averages few posts a day, but that one seems to be used for general CCBS MOC-posting now rather than HF-specific discussion. I'm not saying that HF has no fans, or that it doesn't deserve to be remembered, but the general attitude of the wider community seems ambivalent at best. No one else seems to be anywhere near as fixated with the theme as you appear to be. Instead of sitting around making wistful posts hoping others will recover old content for you, why not create new content of your own, or engage with some of the existing fan content that's currently running? (Such as Master Inika's current HF story on this site).

I mean I would say it's already been forgotten outside of this niche corner of the internet. I would even go as far as to say it was forgotten from its' inception as it was always an afterthought after Ninjago and Chima. I don't know if any numbers exist but I honestly believe a good chunk of people buying HF toys were those of us left over from Bionicle. From what I recall most actual kids at the time (defined as people below the age of 12) were more interested in Ninjago. Hero Factory certainly did last longer than most Lego themes but not enough to have a large fanbase today. Most people that have any interest in it today are mostly people interested in CCBS and don't seem to care for the very lackluster story and characters. That's what I seem to recall when I sold my collection of the stuff off. A lot of the costumers were people in it for the pieces. Admittedly these pieces were very good from a MOC perspective but other themes were also using them and Lego had wanted to simplify constraction since at least 2010 so I don't think it's right to credit Hero Factory specifically. The whole CCBS experiment has since ended and Lego no longer make anything resembling constraction in line with the original slizers theme. HF was just too bland and boring to make a significant dent in my memory.

I called LEGO Customer Service for the first time in 2006 when I bought Brutaka and his weapon pieces weren't included, and they sent me replacements for free. I called them again in 2008 over some of the new joint pieces breaking and also received complementary replacements (which also later broke, but that's not Customer Service's fault). They're not really there to answer the kind of questions you were asking.

The customer service page clearly lists the topics they're responsible for. No Lego representative is going to answer questions about sets that haven't been officially announced, and digging up archived content from long-dead themes isn't LCS' responsibility. Complaining that Lego's customer service didn't adequately answer questions that don't fall under their purview in the first place is like complaining that a restaurant couldn't service your car. It's not their job.