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- JDoggqx, on 11/19/2007, -2/+221Nintendo's customer service and replacement policy has always impressed me.
Recently I was playing FF6 on my DS Lite when the right trigger stopped working. I called support and found out that it was just over a year since the purchase. At that point I was expecting to have to pay for the repair (or trash it and buy a new one, but instead they said they would honor the warranty even though it expired! They sent me a new DS in the mail that included a new one year warranty!
The real kicker was when my new DS Lite arrived in the mail. The package included a small baggy that contained my old screen protectors that I forgot to remove from my old DS! - gordonp, on 11/20/2007, -1/+103I read the title as Nintendo taking the DS Lite off the market and replacing it with another product line.
Go figure.... - heypetray, on 11/19/2007, -11/+90Bbubub-But Microsoft and Sony have better graphics!!! :o
Nintendo has always had excellent integrity. - taintedzodiac, on 11/20/2007, -1/+79Funny, my manual from 2006 has the same text in it that it did in 2006...
- mrfreeziexp, on 11/19/2007, -0/+62When the gamecube first came out, I accidentally dropped it and the controller ports stopped working. I took it to some local game store just assuming that they were authorized by nintendo. Well, they weren't, and not only did they not fix it, they ended up breaking it more by mistake, and still charged me the $75 repair fee.. anyway I ended up calling Nintendo and they believed me that I didn't know the store wasn't authorized and fixed it for free. Needless to say, I am very impressed by the way Nintendo treats their customers.
- heathuff23, on 11/20/2007, -1/+56exactly how intimate are you with them? Is there cuddle time?
- atomicpoet, on 11/19/2007, -4/+44Interestingly enough, other companies learn to keep a careful eye on Nintendo's customer service policies. A certain unnamed company, of which I am intimate with, had a 90 day warranty on their consoles until the Wii was released -- at which point they promptly switched the default manufacturer's warranty to one year. If you don't believe me, check your console instruction manual in 2006, then check it again after 2007.
- inactive, on 11/19/2007, -11/+48I wish this happened to me....they wouldn't replace my hairline crack, which was a defect anyway....
- chingy1788, on 11/20/2007, -0/+35I was expecting DS2 or something
but this is better
showing the level of customer support nintendo give - betterth, on 11/20/2007, -1/+34Microsoft may have had black marks for the failing of their consoles, but the retroactive refunding and extending of warranties of affected consoles to three years shows that they know how to handle customer service as well.
- sl123000, on 11/19/2007, -1/+34I was having problems with WIFI on my DS lite, and called wifi support, there support had to be the nicest (and most english) tech support ever.
- fohf, on 11/20/2007, -0/+27I had no problem getting mine replaced due to the hairline crack on the hinge.
- eviljim, on 11/20/2007, -0/+27I had a similar experience getting my Wii fixed:
For a while now, my Wii has been displaying little green pixels every now and again while playing games (especially when playing Resident Evil 4). It was only a little annoying, but I finally got sick of it, so I called Nintendo for support.
Their first bonus point is that they were open on Saturday. The rep took my serial number, and asked what was wrong. I explained the problem and she asked if I was using Nintendo-official cables, I said yes, so she set up a repair. I said I was in Washington, and she asked, “Do you live within driving distance of Redmond,” and it just so happens I live in Redmond. She said instead of waiting for a repair, I can pop into the Nintendo repair center and get it fixed while I wait. Not only that, they’re open Saturdays, 9-6.
I jumped into the car, walked in (turns out it was about 2 blocks from my old Microsoft building), and the guy said they’d just swap me over to a new console. He went back to go do that, and I looked at some old-school Nintendo systems in a display case. They had most everything in there, though surprisingly none of the rare top-loading NES machines. They did have a ROB, though.
I also noticed a Wii set up, and it had Super Mario Galaxy in it, so I played that for about 5 minutes until my new Wii was ready. He handed me the new system, said I have a 1 year warranty on the new system already set up in my name, and sent me on my way. Took about 20 minutes including driving there and back.
Sure beats the 360 experience I had: they refused to fix my machine (it was before they extended the warranty to 3 years for the red-ring-of-death), so I had to swap it out at Costco. Plus I had to deal with their “helpful” automated debugger “Max” and useless India-based technical support who had me do everything “Max” did again. All this before telling me it’d be $179 to fix.
(According to the Invoice I got repair of a Wii is $75, though obviously my warranty covered that amount. That’s a fairly reasonable price - especially since you also get a new warranty to go along with your replacement system).
Kudos, Nintendo. I wish I knew how to buy your stock. - CruJones, on 11/20/2007, -0/+25Damn. I've never had the pleasure of dealing with customer service relating to a defective Nintendo product. I've never had a defective Nintendo product.
- JordanTW90, on 11/20/2007, -1/+21Customer service can entirely make or break a whole business.
- doshindude, on 11/20/2007, -1/+21You can't transfer VC games over SD card.
- tanside, on 11/20/2007, -0/+19WTF!?! this is the story where the customer said the DS lite wouldn't power up and left out the beer ruining it, then Nintendo paid to have it sent back while the shipped him a new DS Lite. While it appears to be good customer service, in reality its a customer who lied and got a free DS Lite, i hope karma does its thing here.
- chingy1788, on 11/20/2007, -3/+22Sony Customer Support is evil
surge protector = void warranty
use of better quality cable = void warranty
dust = void warranty (though it was quite dusty, it was like he left it on mars or something) - inactive, on 11/20/2007, -0/+19A corporation being honest. Sadly, it's something you don't see everyday now with any other corporations out there.
- darkzealot89, on 11/20/2007, -2/+18Microsoft? AM I RITE GUYS?!
- Diggtatorship, on 11/20/2007, -0/+15I had a similarly pleasant experience with Nintendo's awesome customer service. I was one of the .03% of gamecube customers who got a faulty unit at launch time. It worked for about a week and then wouldn't read discs. I called Nintendo on a tuesday, took my system to the local service center on wednesday and on thursday I had a new system sitting on my doorstep. No questions asked, no red tape, just unbelievably fast service.
Kudos to Nintendo for backing their products and going above and beyond the customer's expectations. - xino, on 11/20/2007, -1/+16Since when was it that easy? I thought the DRM on them stopped you from doing just that.
- ChromaVita, on 11/20/2007, -2/+16They wouldn't replace your hairline crack? Amy Winehouse, is that you?
- mywhitenoise, on 11/19/2007, -7/+21"Every corporation on the face of this Earth needs to learn from Nintendo, and NOW."
Maybe in the event that one of my products is damaged, and I get a free replacement...but please don't follow their "we don't want to get sued" ideals, by making retarded friend codes, and switching to AAC from MP3. - banmaster, on 11/20/2007, -2/+15Really? They charged an arm and a leg to replace a screwed up power supply, CPU and logic board because they used a badly designed leaky liquid cooling system (coz Steve didn't want any fans in the computer) which dripped green corrosive crap all over the internals and rendered the system useless?
- ageedoy, on 11/20/2007, -0/+13Just blow on the cartridge. Duh.
- Konstantino, on 11/19/2007, -1/+14Try writing a letter? No company likes bad press, and if your letter gets popular on a site like Consumerist.com, Nintendo is bound to listen. It's happened with Apple quite a few times.
- monsterenergy, on 11/20/2007, -0/+12Heh. My Mario Party 8 disc got scracthed and stop working, so I sent it to Nintendo in a jewel case, and they sent me a new disk with a new box, but they included my jewel case too!
- thebellmaster1x, on 11/20/2007, -0/+12Oh, should it, Mr. Vested Interests?
- dyrshin, on 11/20/2007, -0/+11where to begin correcting you....
- ephrils1, on 11/20/2007, -0/+11I wonder if they'll fix my old NES systems.
- tahcoboy, on 11/20/2007, -1/+12Nintendo customer service FTW
- commiecat, on 11/20/2007, -0/+10Nor did I -- twice. They were actually really polite on the phone and I didn't have to navigate a series of robotic questions to get to a person. The only drawback was being without a DS for ~ two weeks, but the process was painless and I was impressed with the way they handled it.
- schoate09, on 11/20/2007, -0/+10They did up until a few weeks ago.
- MrFisty, on 11/20/2007, -1/+10Bad customer service is always derivative of cost cutting. Sony and Microsoft take a hit on every console, so they're probably less inclined to want to throw more money at it. Nintendo make a profit on every system, so vice versa.
My customer service from Microsoft when my first 360 died was terrible (numerous hang ups, denials, but this great example: Me: "The fan is making a really bad grinding noise" Them: "OK, sir, have you checked that the power is connected"), but amazingly it was EB Games who saved the day and exchanged it no questions asked. And when EB can outshine your bad customer service, you know something is wrong. - blahtastic, on 11/20/2007, -0/+9My Wii somehow crapped out entirely and had a motherboard failure of some sort back in August. Launch day as well (so waaay, out of warranty).
Excerpt from conversation:
Rep: "Alright, sorry about that, we'll just get your shipping info and send your shipping stuff to you so you can get that back to us, and we'll get that repair started"
Me:"Oh...uh. Ok. Don't you need my serial number or something?"
Rep:"Oh, yeah, we'll get to that later."
Me: *woooo!*
Not only that, but they sent me my own Wii back, and listed what repairs were performed on the paper in the box. Unfortunately a motherboard failure means I lost my game saves, but still. Free repair :) - AceLy, on 11/20/2007, -0/+9My brother's DS Lite stopped working and he had thrown away his receipt and didn't register the DS Lite either. He emailed them about it and they sent him a brand new DS Lite right away and asked that he ship in his old one.
- mywhitenoise, on 11/19/2007, -9/+18They wouldn't let me redownload my VC games because I erased them off my old console, and bought a newer one.
- heypetray, on 11/20/2007, -1/+10I know it may sound like that's the case.. but we're talking about the issue of customer service and I'm with Nintendo on this one.. That doesn't mean I wouldn't come to the defense of Sony or Microsoft on other issues. Don't look at me like a radical for praising a brand.
- blahtastic, on 11/20/2007, -0/+8People taking advantage of warranty policies like you are why most companies are douche bags about them. 1 year warranty does not mean break it, mistreat it, or grunge it up with your cheeto covered hands and call at 11 months to get a new one. You're ***** everything up for people who actually have problems.
Also, it's wear and tear, moron. - DeathJux, on 11/20/2007, -1/+9I'm saddened it took this many replies before someone mentioned it. As a technician, this sort of denial of personal responsibility drives me absolutely crazy. Own up to your own *****, people, ffs.
- Jennica, on 11/20/2007, -6/+14My hinge is loose and I called them and said they couldn't help me.
- carstairs, on 11/20/2007, -0/+8I got mine replaced with the crack, out of warranty. As long as you plan out ahead of time, or just know what to expect, they can be even better than you'd ever expect.
- fezzler, on 11/20/2007, -1/+9I work at Target and the management tells us to always sell service plans with the Wii's, and I kindly respond, "No". I tell every customer that if somehow, someway, something actually does go wrong with the product, Nintendo will be all over it. I had a crack on the hinge of my DS and a single dead pixel and they gave me a new one. Got it in less than a week. I also had a Wii Remote that was broken, got it back in less than a week.
- Tempest261, on 11/20/2007, -0/+8Nintendo, if you are reading this: This pushed me over the edge to buy a DS Lite (pink) for my girlfriend. It's so much easier, psychologically speaking, to throw my money at a company that treats their customers with respect and appreciation.
- quazyjazz, on 11/20/2007, -1/+8Too bad Apple is forgetting about how important customer care was to all of us. http://www.crosspond.com/apple/home
- carstairs, on 11/20/2007, -2/+9They once replaced my DS Lite for free, out of Warranty. And they've helped me many times before.
I love their Customer Service! - inactive, on 11/20/2007, -0/+7i have the same router and my wii works fine with it on any channel i've used so far :)
- nunofgs, on 11/20/2007, -2/+9Don't digg him down. This has happened to me aswell. In my case, they wanted 48 euros to replace the case. That's absurd!
- Icupnimpn2, on 11/20/2007, -0/+7I just phoned Nintendo today to set up service for my Wii, which has had graphical artifacts for a few months. My warranty will be running out soon, so I asked them what would happen if the unit that is returned to me ends up having the same problem. I was really surprised when they told me that any time you have your week serviced while under warranty renews the warranty for another year. I felt reassured!
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