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289 Comments
- Akaji, on 10/12/2007, -34/+561This article brought a smile to my face. I think I've been officially converted into a Nintendo fanboy over the past three months.
Aaaand I get dugg down. Yay for slobbering PS3 fanboys! - inactive, on 11/11/2007, -13/+430awesome, and i'm not embarrassed to say that. that is ***** awesome.
- paulajohnw, on 10/12/2007, -4/+266Dugg - If only more companies had this kind of customer service. Lets get it to the top 10 so Nintendo knows they have got it right.
- asif5th, on 10/12/2007, -5/+212If only more companies treated their customers like this.
- Sanchez, on 10/12/2007, -2/+135Nintendo has done it again, they always do it. They are the benchmark that all other companies should aspire too. They send out before you send in, they give free stuff, they are physical incarnation of santa.
- Diggtatorship, on 10/12/2007, -0/+110I had a similar experience with my first gamecube which died at only 3 weeks of age *sniffle*
I called Nintendo Support(on a Wednesday), who gave me the address of the local service center. I took the cube in the next morning and filled out a warranty form(Thrusday). The next morning(Friday) as I left my house I almost tripped over my new Gamecube. Nintendo had overnighted it. A few minutes later, after scraping my jaw up off of the pavement, I was playing Luigi's Mansion.
Thanks Nintendo - Rodzirra, on 10/12/2007, -1/+106I had the optical drive on my Wii go out on me, as well. I called them up at 6:30PM on Super Bowl Sunday, and got right through to an agent named Wes.
He also offered me the option of carrying it in to their local service center. Since I was a little over an hour away from the LA service center, I opted for the RMA exchange. Nintendo shipped me the new console via UPS, and I had it on Wednesday. I had 21 days to return my broken console, using the return label they provided. So I had plenty of no-stress time to transfer all of my saved games and Miis, unlink the store from my MyNintendo account on the old console, and all that other stuff. I was up and playing not even 3 days after placing my call. Total cost to me: $0.00.
Satisfied customer? Damn right! Nice work, Wes. And thank you, Nintendo. - Soave, on 10/12/2007, -4/+88You can't walk while carrying an Xbox.
- eleventybillion, on 10/12/2007, -2/+83Awesome story. I love Nintendo. Always customer-centric.
Sad though, that this type of service is the exception to the point of 'Awesome!' rather than just the norm. - seand, on 10/12/2007, -6/+83Now if only a certain company that had me send my broken 360 all the way to TX after having it for all of 2 days would follow suit (especially seeing as I could have WALKED my 360 to wherever on campus I needed to in order to swap it for a functional one....yes I am bitter :)
Glad to see that you got treated in a way that we, as consumers, should expect to be treated. Both MSFT and Sony could learn a great deal from Nintendo.
Wiiiiiiiiiiiiiiiiiiiiiiii! - rstarr, on 10/12/2007, -2/+76L.L. Bean in Freeport, Maine does.
They have a satisfaction guarantee on everything. You could own boots for 10 years and they break, you call them and say you aren't satisfied, they apologize, you send them in, they send you brand new boots no questions asked. And that's on every single product and that's all lifetime. It doesn't even have to break, you just have to say you weren't satisfied and they will replace it 10/10 times.
I worked for them last holiday season, its one of those feel good companies you try to not like because they are so squeaky clean and find some hidden secret but they are just good people and have some of the best customer service ever. - MacSawD, on 10/12/2007, -2/+72This made me smile real big. If only all companies behaved in such a manner, the world would be a nicer place.
/hippie - monkeyrun, on 10/12/2007, -2/+63Nintendo's customer service has always been THE best.
- seand, on 10/12/2007, -3/+50revenge7 said:
"Do you live near a Microsoft (Games) office?"
No, but I work at Microsoft :) - VeganG, on 10/12/2007, -1/+45Nintendo customer service is never gone "shockingly" right; they've always been like that. I'm not shocked, I've come to expect it.
- Diggtatorship, on 10/12/2007, -1/+41Oh, and I live nowhere close to Washington. They treat all of their customers this way, not just the locals.
- Absolute0, on 10/12/2007, -1/+41No, no. You don't seem to get it. It's Nintendo. Who wouldn't want to visit Nintendo HQ?
- loker269, on 10/12/2007, -1/+40Sharp is just as awesome....as soon as you call you press 2 and immediately someone picks up and helps you.....they pay overnight shipping both ways and have a guaranteed 24 hour turn around unless the part is not in stock.....
Not only that they said it was my lamp that failed and it was out of warranty.....I pleaded my case without arguing and they said as a courtesy to me they would waive the entire $481 fee...and on top of that she said she would have her techs install an additional filter to help with ventilation....
so Nintendo AND Sharp=the winners when it comes to support...... - saska, on 10/12/2007, -0/+38Abusing the comment system to post a link to the photos I went back and took:
http://www.flickr.com/photos/saska/sets/72157594536514195/ - __J__, on 10/12/2007, -16/+53@Akaji
Did you expect him to go through 33 pages of comments to make sure you don't always say fanboy? That's ridiculous! I think he was referring to the general digg user who says fanboy... - deadaluspark, on 10/12/2007, -0/+37a few years ago my original NES broke.
i dont think they advertise the fact that they will fix them.... im not sure if they still do.
but i was able to take in my nearly 20 year old NES that i had since i was 6 years old, and Nintendo fixed it completely and cleaned all my games for 30 bucks.
those dudes in redmond know what theyre doing. - theOster, on 10/12/2007, -2/+38kevx -
working as a sysadmin, i routinely have to call some company or other for some kind of techy question. 95% of corps suck monkey nuts. symantec is the worst, especially since the veritas merger. sage software is a close second. hp - blows. dell isn't bad but i suspect only because i throw gobs of money at them.
this *is* awesome. and more corps need to take note. - tizz66, on 10/12/2007, -2/+36"To pile" I think.
That sounds silly though. Let's just call it "Bury" and be done with it. - NSMike, on 10/12/2007, -0/+34It's truly sad that this example of customer service stands out so much. It makes glaringly obvious the more common "contempt for the customer" attitude of most major corporations these days. This is how it should be done, always. Any company willing to put out a product should be willing to stand behind it, and make certain their customers are happy.
"Good customers are as rare as latinum - treasure them." - Ferengi Rule of Acquisition #57.
And, just for kicks - "The flimsier the product, the higher the price." - Ferengi Rule of Acquisition #82. - kuribo, on 10/12/2007, -6/+39If only there were some way to show your disapproval for a story without making useless comments. Some sort of digg down feature, but for a story instead of a comment. We could put it right on the homepage next to the story and summary, even allowing users to say why they disapproved of something. We could even give it a cool name; hmm, what's the opposite of "to dig"?
- TravisG5, on 10/12/2007, -0/+31Like this...?
"A life-size Mario and a larger-than-life Pikachu greeted us."
That is amazing, it made me LOL. - seand, on 10/12/2007, -5/+36hahaha :)
I bet it actually saved Nintendo money to have Saska bring the Wii, wait out the 30 minutes, and then leave. This way no postage was used, no time was spent by anyone but the receptionist...all were happy!
Then again, you are most likely right. Seeing as her office is right next to mine, I will walk over there after posting this comment and wag my finger at her for you for posting an obviously fake story to further push the (obvious lie of a) rumor that Nintendo has had, and still has, the best CS of all the console manufs.
Thanks for pointing it out!
:P - KANSUO, on 10/12/2007, -0/+30Somebody broke into my apartment a few weeks back. He got all my games (and my roomies PSP), but I guess didn't want to spend time to unhook the Wii. After seeing the high prices Wii Sports was going for on eBay, I decided to see if Nintendo could do anything about it. Called them up, and a new copy of the game was in my mail box in about a week. Nintendo ***** rocks.
- dmason, on 10/12/2007, -3/+33@np374, your wish is my command.
- AoiTakuma, on 10/12/2007, -2/+31one doesn't have to be a fan boy to appreciate good customer service. If Sony and MS did this kind of thing people would say the same things.
I would be so happy if I could bring my console to the emergency room and have someone fix it up in a half hour and then wait for me to finish a level before telling me that it's all fixed. - VaporBro, on 11/11/2007, -0/+28Back in the day when the SNES was a new console my Aunt called me over to her house to see if I would call Nintendo for her about her malfunctioning SNES unit. At this time in my life I had plenty of experience dealing with Nintendo; broken NES, Nintendo Power, Writing letters (Which, by the way, were ALL answered very quickly), etc. I decided that I would help her. "What's wrong with it?", I asked.
"The dog peed on it."
Sure enough, there was the SNES and a pile of games completely soaked in Mastiff urine. I guess while my cousins were busily playing Super Street Fighter 2 Turbo the dog decided to stand right over the top of the SNES and let go his massive bladder (Maybe he was jealous that the children were spending all their time with the console and not the giant dog). At any rate the console would not turn back on and smelled like ammonia.
I called up Nintendo and told them that the console was not working. The nice man on the other end of the phone asked me why, exactly, the console wasn't working.
"The dog peed on it."
"Yup...that'll do it", he replied. They gave me the address to ship it to and within one week they sent back a SNES and all 10+ games back fully functional, shiny and non-Mastiffed. You think Bill Gates would scrub your pissed on Xbox? Think Sony would want to give you another $800 system?
Nintendo has been and will forever be my company of choice. Thank you so much Nintendo for continuing to show that you actually care about your customers. :) - babylonian, on 10/12/2007, -1/+29I can completely back this article up. I've had nothing but good experiences with Nintendo. When I was young, I lost the battery cover for my Game Boy Color and they sent me a new one, 100% free. When the R button on my GBASP got stuck down, not only did they offer to fix it for free, but they also offered to have 10 of my Game Boy Advance games professionally cleaned since I wouldn't be able to play them anyway. I've never had a single negative experience with them.
I'm still trying to forget the one and only time I called Sony. It was about my PSP's dead pixel. It's no surprise Nintendo has a popular image with consumers and Sony doesn't. - sabotank, on 10/12/2007, -0/+28too bad all the company's in Redmond don't act like that.......
- hove, on 10/12/2007, -3/+29Nintendo can probably do that because in my experience, i work in a game shop (I have said that so many times on digg i feel like a broken record), A far lower percentage of Wii's than 360's break (can't comment on the ps3 as i live in the U.K.).
- juanotejano, on 10/12/2007, -1/+26Man I wish my xbox was made by nintendo... The idiots at xbox live some how ***** up my gamertag when putting it on suspension (my credit card expired) and after 3 months of waiting for them to fix it they said it was broken beyond repair and I have to make a new account.
- trunkster, on 10/12/2007, -3/+27Yep, I've been to the Redmond campus before, and it even sounds like the same entrance. They have all their old systems going and ready to play. Also if you have to use the bathroom... they will let you by the security door there and you can get a better peak at Nintendo's offices (nice Killer Instinct arcade machine in there). Anyway, that was 10 years ago, I should drop by again and see what's new.
- saska, on 10/12/2007, -1/+25Did you register your XBox with Microsoft before it was stolen? Did you start here?
1-800-4MY-XBOX / / International direct dial to US: / 425-635-7180
Just off the top of my head. - kutza, on 10/12/2007, -0/+23I had a similar experiance with Nintendo back in the day. My game boy color was acting up, and erased all the memory from my sister's pokemon (no joke). They said it'd be faster if I took it into their HQ, and since I lived half an hour away I agreed. I went in with my mom, sister, and the gameboy. The lady there took it for 5 minutes promptly said it was a problem with water getting in some coil (probably because I had it in the bathroom while I showered), so she went to the back, found a replacement, gave it to us, and asked us to wait a second. We were curious, then she brought back a new copy of pokemon blue, complete with all 150 pokemon. I was kinda bummed it was so fast, as the room we were in was a treasure trove of Nintendo games and consoles...
- tidalwav1, on 10/12/2007, -1/+24I had an extremely positive experience with Nintendo customer service last week, actually.
I had tried to order a Wii LAN adapter from the official Nintendo Store at http://store.nintendo.com. I wanted to get it shipped to my college mailbox (which is a two line address and includes a street address and box number.) I noticed that after I placed the order, the order software had apparently seen the word 'box' in my address and had tried to automatically parse it as a P.O. box, which showed up on the order status page, and is incorrect. The system also changed the zip code I had entered to match the P.O. box address it had come up with.
I called Nintendo and explained the situation. There was no hold time at all. I spoke to a rep who had to transfer me to someone higher, and during this call there was maybe ten seconds of hold time (the hold music was from Pokemon for Gameboy, I believe--an added bonus!) The second person I spoke to said he had never seen this happen before and would have to let the Nintendo administrative offices solve my problem. I was promised that I'd receive a call from Nintendo within two business days.
I was skeptical, but I waited. Sure enough, I got a call back from Nintendo. Everything ended up being straightened out--they reshipped the adapter to the right address using UPS second day air, and I got it yesterday, just in time for the new Everybody Votes channel.
The entire Nintendo customer service experience was great from start to finish; there was almost no hold time on the phone, the representatives were courteous and understood my problem, and best of all, they spoke English and sounded like they weren't calling from some outsourced call center in India (not that I have anything against India.)
The only thing that could have made the whole experience better was not having the address get messed up in the first place.
Go Nintendo. - guerrilla_suit, on 10/12/2007, -1/+21Actually, see Microsofts Xbox Customer Support. They sent me a broken xbox 360 to replace my broken xbox 360.
- Shawnosaurus, on 10/12/2007, -1/+21That really is awesome. Is it sad that a story of good customer service is shocking to us nowadays?
- Szandor, on 10/12/2007, -0/+20I worked at Nintendo when the N64 came out. The environment was upbeat, positive, and very "team" oriented (without being cheesy or fake).
Like any corporate culture the attitude of management trickles down. Glad to see that the same vibe is still there and that a customer service experience can actually bring a smile to someone's face.
Awesome, indeed. - saska, on 10/12/2007, -0/+19I never said anything about costume people, for the record. I said life-size Mario and Pikachu. They're big models.
You people are ridiculous. I'll go drive up there and take pictures. - SimianSamurai, on 10/12/2007, -3/+21That's awesome! I wish there were a location here in Kansas City... and that they replace DVD drives in XBOX 360's...
- lamech, on 10/12/2007, -0/+16I never knew they had such excellent Customer Service... none of my systems have ever broken.
- saska, on 10/12/2007, -0/+16No, what's awesome is that they will do this for anyone. And that the CSR answering the call center volunteered it. It didn't even occur to me to ask -- even though I live five minutes from Nintendo's campus -- if there was any way I could do it locally.
Yes, I'm lucky, but I'm not unique. - inactive, on 10/12/2007, -0/+15i knew nintendo's reps were helpful, but not this helpful. when i myself had a problem with my wii's memory system, the rep calmly explained what to do and actually was apologetic that it didn't work, as if it was his fault. this has digg up frrom me.
- saska, on 10/12/2007, -0/+15I'm a photographer. If I was going to Photoshop them, I'd take the time to make them look better than crappy snapshots. =D
Of course, now that I've said that, I'm sure someone will claim I 'shopped 'em and made 'em look crappy on purpose.
So I can clearly not choose the wine in front of me. - D3koy, on 10/12/2007, -0/+14The best part about Nintendo's customer service is it's hardly even needed! I sent my DS through the washer, the only thing that didn't work was the GBA game I had left in there...Gotta love that...
I sent in my power cord to Microsoft during the whole "Whoops, our cords will burn your house down" phase...still haven't gotten one back(After a few days I went to EB Games and bought one) - MrStabby, on 10/12/2007, -3/+17Yea I agree....
You know that feeling you get when you become a big fan of a band before they get really popular?
That's how I feel about Nintendo right now... -
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