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Topic: Nintendo and their embarrassing customer service.

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NickWba20

Hello. On April the 5th i called Nintendo customer support (UK) to begin the process of sending my Nintendo Switch in for repair. I sent my Switch off using the pre paid label Nintendo provided. I then kept a close eye on my Switch as it made its way to Nintendo repair center from my local post office. On April 22nd they received my console and i was then told i would receive my console within 7 working days fully repaired. Today is Monday 15th May and im still yet to receive it back. Once the first 7 working days had past i decided i would phone them and see what the hold up was. The call agent informed me they had received my console and they are still awaiting parts to repair my consoles problem (power problem) ive rang them every week since demanding a update on my console as its beyond a joke now. I keep getting told "We have no idea when the part they require is due to come in we just know they are on their way from overseas as you have waited nearly a month to get your console back" ive now told them if i dont get the console back within the next fortnight they can just send me back the console and ill get it refunded and i wont buy another Nintendo product again as this is so frustrating. Ive spent nearly four hundred pounds on my switch including games and this is the poor service i get. They have had my console longer than i have owned it and its a very laid back attitude they have. Theyve even told me previously they would get someone to ring me directly from the repair warehouse to update me about the parts and if they have arrived. Twice now they have failed to phone me after the call agent told me they would call within next two days. Atrocious service by Nintendo and thank god i have a ps4 is all i can say.

NickWba20

Switch Friend Code: SW-4395-7798-6094 | My Nintendo: NickWba20

iphys

Wow, that's a ridiculous length of time. I'm surprised they couldn't have just transferred your account to a new system if it was going to take so long to get the part to be able to repair it.

http://backloggery.com/iphys

3DS Friend Code: 1504-5686-7557 | Nintendo Network ID: iphys_eh

Kuhang

I'm just gonna repost,
I can reconfirm this. I voice the same opinion. And I've decided to never buy anything from Nintendo's official store. Ever. Their service is outright medieval and frustrating. I can totally see why they've been left so far behind. So basically my Pro controller had issues had issues with analog stick and dpad day one so i requested it to be replaced but no, they would have to look into the issue first. so i had to send in for repair and after two weeks when I finally got back I got right back into gaming with the pro controller only to find out it was as it was, just as i sent two weeks ago with the same problem. Again contacted Their customer service who aren't actually too friendly, I'm not talking rude, just not friendly or helpful with solutions. So this time around they asked me to send the Pro controller along with my switch console, Why in earth buy anyways they wanted to LOOK into the problem. So I sent back both my console and pro con and I've been waiting two weeks long still haven't got my console back. Why do the customers have to go through all of these hassle for their incapability, the controller issue i have is probably a faulty production unit. Why? Just why? Why wouldn't u just replace the Damn controller, Instead of putting your customer through all of these hassle, that's what AMAZON would do, they straight away replaces everything without even questioning, Amazon would even refund if i didn't LIKE the Controller and i wouldn't have to make excuses And here with Nintendo i am having to deal with their incapability and incompetence. I didn't make any forum discussion about this but glad somebody did. Now please everybody, RANT! "

Oh and by the way, did I mention I still haven't got my Nintendo Switch back.

Kuhang

Nintendo Network ID: Kuhang

NickWba20

In my conversation with them last week i said something along the lines of "i had a xbox 360 close to when that system launched and it red ringed on me i sent it off and received it back working as good as new just three days later and that was eight years ago, This is just Nintendo being backward as per usual" the call agent couldnt apologise enough but ive got so sick and bored of hearing apologies time and time again ive really started to get quite ratty with them. Its a new console as far as im concerned they should just be sending me a new one by now. I should add i brought Mario Kart while my console was out for repair so i had it ready for when it came back because i was going to buy it either way. I still havent had a chance to play it. Pathetic embarrassing service.

Edited on by NickWba20

NickWba20

Switch Friend Code: SW-4395-7798-6094 | My Nintendo: NickWba20

Joeynator3000

...Never had issues with them, then again I've only called them like...twice in my life. lol

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Keep it PG-13-ish.

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NaviAndMii

My recent experience with Nintendo UK's repair service was actually really good - which is a relief given what you're saying what you're having to endure...

I had a problem with one of my Joy-Con and my girlfriend's 3DS XL needed some pretty major repairs --
they were both returned promptly, looking good as new and working perfectly, within the estimated time frame.

Sorry to hear that you're having such a bad experience - if you decide to call them again, ask to speak to a manager...with companies like this, escalating the issue with management can often help to speed things up/smooth things over...

Best of luck!

Edited on by NaviAndMii

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NickWba20

Finally got my Switch back on Monday and i now have a new problem in my life...Im addicted to Mario Kart. Thanks for all your messages in relation to the thread/topic much appreciated.

NickWba20

Switch Friend Code: SW-4395-7798-6094 | My Nintendo: NickWba20

MegaMari0

Never had a problem with Nintendo Customer service. Then again I only called them once for help with a 3DS purchase. Accidentally bought french version of Pokemon Bleu.(agent and I even got side tracked by our love of nintendo games) I would assume switch taking so long is the fact that they are pushing their manufacturing quite a bit, so parts are scarce. That's just my thought on the matter. Good to see you have it back though.

"When expecting booby traps, always send the boob in first." -Megatron-

3DS Friend Code: 3153-3802-3566 | Nintendo Network ID: coldfusion88

N0_Friends

That's what you get for calling Nintendo U.K. Although I'm pretty shure Nintendo U.S. is probably the same.

N0_Friends

link3710

Nintendo's US support has never disappointed me, seems UK needs to fix their stuff.

link3710

wynden

I'm from the U.S. and I've never had a positive experience with their Customer Service, despite being a fan of 30+ years.

The latest let down was when I purchased Wii points so that I could download a Virtual Console game from the Wii Shop. I was trying to download an old Mario game that I used to own, and accidentally downloaded the wrong version. I contacted Customer Support hoping that I could return the game and exchange it for the correct product, but they wouldn't even consider it. They simply said they do not allow returns and quoted something about Terms of Service.

What kind of company cares SO LITTLE about customer service that they won't do something as simple as exchanging a digital download at no monetary loss to themselves? I don't have a lot of disposable income and was biting my nails about spending the money to begin with, so this was quite a blow to morale and a huge disappointment in the Nintendo company. I've always liked their games but I guess they really just don't give a flying fig about the people that support them and made them what they are today.

wynden

SwitchForce

Here's also the problem if you also bought the extended warranty for Console or Pro controller all you did was go back to the place where they were bought and swap out a new hardware. That is what I did for my NS unit and when one of my Joy-Con connectors were broken I took it in and they replaced with new one of course not the same color match as the original Joy-Con but new one no question asked. So there comes a time when extended warranty in this case was worth the purchase at the time.

SwitchForce

teixeiras

The customer service in Portugal was bad. I had the original problem from controllers losing connections from no reason.

I call them in December (the problem was identified by nintendo more that 4 moths before). They immediatly told me it was a NETWORK problem, yes, a network problem, and there was nothing to do. After an half hour of persistence, I could finally get the request for technical support. The operator showed was really annoyed with it.

I sent the controller, after almost two weeks the return with "no problem found"

The funny was that, at in the end of operations details(marked has without any problem found), an entry with the controller isolation fix done, and the controller arrived with issue solved.

teixeiras

wasilewski

so if you have a problem with your Switch, and you're in the UK or US, you're gonna have problems getting it repaired?

wasilewski

Switch Friend Code: SW-4558-8602-8597 | My Nintendo: heavymetal

rallydefault

@wynden
That is really dumb on their part! If it's the same monetary value and just a simple mistake on your end, they should've let you switch. It's little things like that they should be doing to build good reputation.

rallydefault

Eel

The shops make it very clear several times that all purchases are final and refunds are not possible, and saying "I confused it with another game!" won't make them ignore their own terms of use.

Specially in the older shops where they may not even have the power to give refunds, to begin with.

You as the customer need to be aware of what you're doing. It's your money.

Edited on by Eel

Bloop.

<My slightly less dead youtube channel>

SMM2 Maker ID: 69R-F81-NLG

My Nintendo: Abgarok | Nintendo Network ID: Abgarok

wasilewski

Meowpheel wrote:

The shops make it very clear several times that all purchases are final and refunds are not possible, and saying "I confused it with another game!" won't make them ignore their own terms of use.

Specially in the older shops where they may not even have the power to give refunds, to begin with.

You as the customer need to be aware of what you're doing. It's your money.

It is confusing because, when you buy a game on the UK eShop at least, you get the following small print on your receipt. I know you can't get a refund, but it is confusing the fact that you're sent "Instructions for Right to Cancel", which would make one initially think "I can get a refund".

â– Instructions for Right to Cancel

You have the right to cancel this contract within 14 days without giving any reason.

The cancellation period will expire after 14 days from the day of the conclusion of the contract.

To exercise the right to cancel, you must inform us (Nintendo of Europe GmbH, Herriotstrasse 4, 60528 Frankfurt am Main, Germany, fax number: +49 69 667747 95412, telephone number: +44 345 60 50 247 (UK and Ireland), +49 69 667747 5412 (other EU countries and South Africa), email: [email protected] (UK and Ireland), [email protected] (other EU countries and South Africa)) of your decision to cancel this contract by a clear statement (e.g. a letter sent by post, fax or email). You may use the attached model cancellation form, but it is not obligatory.

To meet the cancellation deadline, it is sufficient for you to send your communication concerning your exercise of the right to cancel before the cancellation period has expired.

Effects of cancellation

If you cancel this contract, we will reimburse to you all payments received from you, including the costs of delivery (except for the supplementary costs arising if you chose a type of delivery other than the least expensive type of standard delivery offered by us).

We may make a deduction from the reimbursement for loss in value of any goods supplied, if the loss is the result of unnecessary handling by you.
We will make the reimbursement without undue delay and not later than:

(a) 14 days after the day we receive back from you any good supplied; or

(b) (if earlier) 14 days after the day you provide evidence that you have returned the goods; or

(c) if there were no goods supplied, 14 days after the day on which we are informed about your decision to cancel this contract.

We will make the reimbursement using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise; in any event, you will not incur any fees as result of the reimbursement.

We may withhold reimbursement until we have received the goods back or you have supplied evidence of having sent back the goods, whichever is the earliest.

You shall send back the goods or hand them over to us, without undue delay and in any event not later than 14 days from the day on which you communicate your cancellation from this contract to us. The deadline is met if you send back the goods before the period of 14 days has expired.

You will have to bear the direct cost of returning the goods.

You are only liable for any diminished value of the goods resulting from the handling other than what is necessary to establish the nature, characteristics and functioning of the goods.

If you requested to begin the performance of services during the cancellation period, you shall pay us an amount which is in proportion to what has been performed until you have communicated us your cancellation from this contract, in comparison with the full coverage of the contract.

***

â– The cancellation right expires earlier in respect of the contracts listed below:

  • contracts for the supply of digital content: where we supply digital content not on a tangible medium, the cancellation right expires if we have begun our supply of the digital content after you have expressly consented that we can begin the supply before the cancellation period ends, and you have acknowledged that you lose your right to cancel the contract in this circumstance;
  • service contracts: the cancellation right expires earlier if the service has been fully performed by us, the performance of the service began with your prior express consent, and you acknowledged that you lose your right of cancellation once the contract has been fully performed.

***

â– Model Cancellation Form

(If you want to cancel the contract please complete and return this form.)

  • To Nintendo of Europe GmbH, Herriotstrasse 4, 60528 Frankfurt am Main, Germany, fax number: +49 69 667747 95412, email address: [email protected] (UK and Ireland), [email protected] (other EU countries and South Africa)

I/We ( * ) hereby give notice that I/we ( * ) cancel my/our ( * ) contract of sale of the following goods( * )/for the provision of the following service ( * ):

  • Ordered on( * )/received on ( * );
  • Name of consumer(s);
  • Address of consumer(s);
  • Signature of consumer(s) (only if this form is notified on paper),
  • Date:

( * ) Delete as appropriate.

wasilewski

Switch Friend Code: SW-4558-8602-8597 | My Nintendo: heavymetal

wynden

Meowpheel has a promising career in business or politics. But to reiterate, I wasn't talking about refunds - the money would have been unaffected. Mistakes happen, TOS are literally designed to be unreadable, and a virtual shop in an online console has every ability to delete a download and apply another to an account. As rallydefault says, it's the little things. When a company can't be bothered to do something so basic and painless as this for the people who have supported them, it really diminishes faith and good will. It is my money and it makes me reconsider where I spend it.

Edited on by wynden

wynden

spizzamarozzi

wynden wrote:

What kind of company cares SO LITTLE about customer service that they won't do something as simple as exchanging a digital download at no monetary loss to themselves?

Every.

I had a similar experience with Sony. I wanted to buy Limbo for PS3 but accidentally purchased the Vita version from the PS3 store. The game was offered as a cross-buy up until the day I decided to purchase it. Of course I didn't know they had just "split" the two versions. I called Sony (their customer service is not free btw, you have to pay an insane amount per minute) to ask if I could simply give the Vita version back and get the PS3 version instead, and they told me that it was my fault and all sales are final.

I asked them what's the bloody point of having a console online shop that sells games for another console that you may or may not have. The guy just hung up.

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