3DS eShop Forum

Topic: losing digital downloads and getting them reinstalled to a new console.

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SPUD

1. Posted:

I'm totally gutted. I decided to upgrade my 3ds to a 3ds xl. I bought the new 3ds xl from game, it was an offer with a starter pack and a downloadable game. I picked Mario cart 7. when I got it home I charged it up and. transferred my data. Then the 3ds xl froze, the only button that worked was the "a" button so I couldn't transfer the data back. I went back to "game" yesterday and explained what happened, they replaced my 3ds xl, which works perfectly , but I lost all my games. they advised me to contact Nintendo, as all my games are registered on club Nintendo,
Brief explanation of the fault. I bought a red 3ds Xl+ game +Starter pack today at Game shop In Lewisham for £179.99.I paid Cash I did a data transfer from my old 3ds, including my ambassadors games and Mario Kart 7 registered: 27/07/2013 101 DinoPets 3D registered: 24/07/2013 ATTACK OF THE FRIDAY MONSTERS! A TOKYO TALE™ registered: 24/07/2013 Animal Crossing: New Leaf registered: 14/06/2013 TETRIS® registered: 06/06/2013 The Legend of Zelda: Oracle of Ages registered: 30/05/2013 The Legend of Zelda: Oracle of Seasons registered: 30/05/2013 Mario and Donkey Kong: Minis on the Move registered: 22/05/2013 and many more, I downloaded Mario kart7 , which came with the deal. Everything was OK. After the transfer I left the 3ds Xl to charge.

Later when I went to play the 3ds xl. The touch screen and the circle pad , actually all the buttons except the "A" button don't work.

Basically they don't want to know , or care,

Dear Frank,

I am sorry to hear that you are unable to access your downloaded content due to taking the console back to the retailer.

The Nintendo eShop account (including Ambassador Programme titles) is tied to the console itself, so if the console has been returned to the retailer you are not able to simply re-download the titles.

Should you have purchased a second console for example because you wanted to take advantage of one of the new range of colours we now offer but traded-in your original console we strongly recommend getting in touch with the retailer/buyer to see if they still have possession of your original console to carry out this process.

If your console was returned as it was faulty, again we recommend contacting the retailer and seeing if they still have your console. If you can get your console back we have a repair service in which we would always be sure the licenses for any downloaded games will stay on the console.

Please note that formatting the console does not delete your eShop account and download content, providing the retailer has not manually deleted the eShop account your purchases will still be on the console.

I hope this helps. If you have any other queries please do not hesitate to contact our support team and we will be happy to help.

Kind regards,

Ollie Malloy

Nintendo UK

Tel: 0845 6050 247

Fax: 0203 166 4136

Email: customer-support@nintendo.co.uk

This communication is confidential and may be legally privileged. If you are not the intended recipient, (i) please do not read or disclose to others, (ii) please notify the sender by reply mail, and (iii) please delete this communication from your system. Failure to follow this process may be unlawful. Thank you for your cooperation.

Nintendo of Europe GmbH, Nintendo Center, 63760 Großostheim, Germany,
Registration number FC022968


From: _MAIL NintendoCS
Sent: Sun 28/07/2013 00:11
To: Nintendo Customer Support
Subject: FW: Faulty 3ds xl


From: customer-support customer-support[SMTP:CUSTOMER-SUPPORT@NINTENDO.CO.UK]
Sent: 28 July 2013 00:11:42
To: _MAIL NintendoCS
Subject: Fwd: Faulty 3ds xl
Auto forwarded by a Rule

>>> frank murphy <somethingfrank@hotmail.co.uk> 07/28/13 00:11 >>>

Your order number 27/07/2013 A9542 T02-096648

The item being returned Red/black 3ds xl

Brief explanation of the fault. I bought a red 3ds Xl+ game +Starter pack today at Game shop In Lewisham for £179.99.I paid Cash I did a data transfer from my old 3ds, including my ambassadors games and Mario Kart 7 registered: 27/07/2013 101 DinoPets 3D registered: 24/07/2013 ATTACK OF THE FRIDAY MONSTERS! A TOKYO TALE™ registered: 24/07/2013 Animal Crossing: New Leaf registered: 14/06/2013 TETRIS® registered: 06/06/2013 The Legend of Zelda: Oracle of Ages registered: 30/05/2013 The Legend of Zelda: Oracle of Seasons registered: 30/05/2013 Mario and Donkey Kong: Minis on the Moveregistered: 22/05/2013 and many more, I downloaded Mario kart7 , which came with the deal.Everything was OK. After the transfer I left the 3ds Xl to charge.

Later when I went to play the 3ds xl. The touch screen and the circle pad , actually all the buttons except the "A" button don't work.

Whether you require a refund or replacement. I want a replacement but also don't want to lose the games I have previously downloaded on my original 3ds and transferred to my new faulty 3ds xl. I will take the 3ds xl back to the shop tomorrow with the receipt. have you any advice, I'm not happy about this.

Frank Murphy

_______________________________________________________________________

This communication is confidential and may be legally privileged. If you are not the intended recipient, (i) please do not read or disclose to others, (ii) please notify the sender by reply mail, and (iii) please delete this communication from your system. Failure to follow this process may be unlawful. Thank you for your cooperation.

_______________________________________________________________________

Nintendo of Europe GmbH, Nintendo Center, 63760 Groostheim, Germany,
Registration number FC022968

_______________________________________________________________________

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SPUD

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Chris720

2. Posted:

It seems that GAME sold you a faulty 3DS XL, so they should offer you a free replacement. Nintendo should really offer you back the games you've registered on Club Nintendo for free. I'd say just badger the hell out of both of the companies and don't stop.

I've never known Nintendo to be that much of a knob with their customers, eventually they should budge. But y'know... Nintendo are just being stupid now not having a cloud back-up.

Edited on by Chris720

This thread beats all other threads
My Unfinishedloggery of Games | Google+

3DS Friend Code: 2793-0642-9960 | Nintendo Network ID: Chris720 | Twitter: Jirachi720

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NFreak007

3. Posted:

As far as I know, Nintendo usually only transfer downloaded games to a new system if you go through them for the repair or replacement rather than the retailer. As the email from Nintendo advised, see if Game still has your broken 3DS XL and, if they do, send it to Nintendo to be repaired or replaced. Otherwise, all you can do is try begging Nintendo again (send them the serial number of the console you returned if you can, it might help) and make sure to handle faulty consoles through Nintendo rather than a shop.

I was hiding under your porch because I love you...

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DePapier

4. Posted:

"I am sorry to hear that you are unable to access your downloaded content due to taking the console back to the retailer."

There was a case like this reported by Nintendo Life not so long ago. I hope you can get your console back from your retailer and use it with Nintendo to get your stuff back. You have proof from Club Nintendo that you have indeed downloaded all these games from them, pound the hell out of them to get your games back.

I just sent an e-mail to Nintendo today for them to explain me what to do in such a situation and I hope they'll respond soon.

https://miiverse.nintendo.net/users/Luther
https://miiverse.nintendo.net/users/Therlu

http://www.notenoughshaders.com/2013/01/15/f-zero-wii-u-lets-dream-it/
http://www.notenoughshaders.com/2013/07/01/opinion-a-suggestion-for-a-wii-u-pricing-restructure/

3DS Friend Code: 4468-2063-9396 | Nintendo Network ID: Luther

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DePapier

5. Posted:

But Nintendo should REALLY make a campaign for people to know that if anything happens to their Nintendo console, they should contact Nintendo. Not only does failing to do so makes them look behind the times, it also causes customers just like you to fall into a death trap whereas they didn't ask to receive a faulty machine. Nintendo should tell retailers to inform their customers, prevent retailers from even being the onces to take back consoles.

Edited on by DePapier

https://miiverse.nintendo.net/users/Luther
https://miiverse.nintendo.net/users/Therlu

http://www.notenoughshaders.com/2013/01/15/f-zero-wii-u-lets-dream-it/
http://www.notenoughshaders.com/2013/07/01/opinion-a-suggestion-for-a-wii-u-pricing-restructure/

3DS Friend Code: 4468-2063-9396 | Nintendo Network ID: Luther

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MeWario

6. Posted:

Yip same thing happened to me over a year ago now. Lost hundreds of dollars worth of games, I am very picky about what I download now.

It's Wario time Yaahhhhhhhhhhhhh!

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Ryno

7. Posted:

"If you can get your console back we have a repair service in which we would always be sure the licenses for any downloaded games will stay on the console."

And that is one of the biggest reasons I will avoid downloading retail games and go physical whenever possible.

To blessed to be stressed.
I miss Japanese games, the good stuff... Games that are imaginative, have good and unique gameplay, a great soundtrack, and replay value.
What Would Duane Do?
Rynoggery

Nintendo Network ID: Choryzo

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DualWielding

8. Posted:

There is no excuse for Nintendo's policy in this area, its idiotic how they are trying anything to make consumers move to all digital while screwing consumers that did at the first sign of trouble...... they need a solution for this like yesterday and I'm afraid they might not even be looking for one.

DualWielding

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SPUD

9. Posted:

Thanks for all the advice. Went back to game, but they no longer have the console. sent another e mail to Nintendo, if no joy I'll write a letter to the chairman of Nintendo, Feel like I've been ripped off, will definitely stop buying digital downloads. physical copies all the way from now on, but I do feel cheated by Nintendo.

SPUD

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DePapier

10. Posted:

SPUD wrote:

Thanks for all the advice. Went back to game, but they no longer have the console. sent another e mail to Nintendo, if no joy I'll write a letter to the chairman of Nintendo, Feel like I've been ripped off, will definitely stop buying digital downloads. physical copies all the way from now on, but I do feel cheated by Nintendo.

I really wish you the best and I encourage you to not give up. As much I like Nintendo, if their customer service can't sort this out for you, that's utterly unacceptable and even I wouldn't dare to defend them.

Oh, before I forgot! In your e-mail, add all the proof you can find. Don't just say it's on Club Nintendo, go on it and make a screenshot out of it to send it to them in case they would try to deny your ownership. In a sense, make it clear to them that you could potentially retaliate in anyway whatsoever — especially legally — if they don't give you back what you already owned.

https://miiverse.nintendo.net/users/Luther
https://miiverse.nintendo.net/users/Therlu

http://www.notenoughshaders.com/2013/01/15/f-zero-wii-u-lets-dream-it/
http://www.notenoughshaders.com/2013/07/01/opinion-a-suggestion-for-a-wii-u-pricing-restructure/

3DS Friend Code: 4468-2063-9396 | Nintendo Network ID: Luther