Topic: UK Customer Service Help

Hi guys, hoping for some advice on a situation I'm having with Nintendo.

A couple of months ago my son Joycons started to malfunction and drift while playing. They got worse so we contacted Nintendo UKs repair team via the website and they sent the appropriate forms to fill and and send the Joycons back which we did.

They were repaired by ther repair team at Repairtech and subsequently passed onto DX Delivery for shipment back to me.

I received an email and text message on the morning of Thursday 26th November advising my delivery was scheduled for that day between 8am and 6pm. I received a further email and text message at 7.09pm that evening telling me my delivery had been made and the DX tracking site advised this had been signed for.

I can categorically confirm this is not the case. I had been in all day and they were not delivered and certainly not signed for.

I then contacted the DX customer service team the next morning who advised, as they had been signed for they cannot do anything until they are contacted by Repairtech.

I cannot contact them directly so I have been in communication with Nintendos Customer service team, speaking to Fabio (Who has been nothing but polite and professional) but am still no further forward.

I've even email the head of Nintendo UK but still nothing.

I'm becoming increasingly concerned we won't have this resolved by Christmas which will leave me a very disappointed young son who will have three new switch games but no way to play them.

Has any one else had similar issues and can offer some advice?

Thank you for reading!

I guess if your not getting any help from the delivery service then you can always buy another pair so it won't ruin Christmas.

I would ask to see a copy of the signature or proof that they were delivered from DX (most delivery companies take a pic on the door, one asked to take a pic of my feet to prove I had accepted the delivery).

If this doesn't work then I would be speaking with CaB or a trade Ombudsman and seeking further legal advice.

.

Thank you, I asked for evidence of the signature but they said it was digital due to covid restriction (which I completely understand). Cab is a good shout though, thank you!

We ended up getting a Ring doorbell after a package went missing.

The delivery company had said it was delivered so I said I would check my doorstep camera (which I didn't actually have at the time so really glad they didn't call my bluff). Funny enough I got a phone all the next day saying they had found it - apparently the driver tried to deliver and when he couldn't it had been marked as delivered instead.

Hopefully you get this sorted

@ChaosBadger777 so in other words they got caught with their pants down when push comes to shove. This is why you don't stop asking the delivery company. And would also say this isn't a Nintendo fault as well-since it was the fault of the delivery company.

@Gumble316 I think you just have to keep on at Nintendo I'm afraid. You might get lucky talking with the delivery company or repairtech so it's worth doing but the buck stops at Nintendo as they are whose services you engaged. Nintendo engaged repairtechs services who engaged DXs services. It's really quite annoying how the liability shifts here in the UK, I think it's supposed to be simpler that you are just supposed to contact the party you are in agreement with but it makes for a slow response as the complaint gets delivered down the chain and the response gets delivered back up and eventually to you. Also it's annoying how they give you all this information about their independent contractors when you can't do anything to get a satisfactory response out of them yourself. Anyway, bit of rant there so my apologies if it's unhelpful and best of luck with your situation! Fingers crossed that you get those joy cons back before Xmas!

@ralphdibny yo it was the delivery company that screwed him over where did in this thread Nintendo Falsified delivery notice??? Please, tell us.....facts so we can track it down.

@SwitchForce it was the delivery company that potentially screwed this person over, or lost the package or made a mistake or a number of other possibilities.

But the agreement was made with Nintendo Customer Services who employed the services of various other parties so they are the ones that need to contact the other parties whose services they've engaged. They're also liable for any loss as it was their choice to engage the third parties, none of that is relevant to the customer who has only engaged Nintendos services. I believe that is how it works here in the UK.

So i kept on at Nintendo and Thursday I received a package which was dated 26th November (the day they originally claimed they delivered it) with the Joycons, Then, Today, I received a second package with a brand new pair in it. Good job though as the first set still drifted when we tried them! Kudos to Nintendo for sending me a new pair eventually when it was clearly the delivery company at fault.

Thank you all for your replies!

@Gumble316 that's brilliant news! That's really good that you have a new pair but still get to keep your old ones.

I've heard the repair is relatively simple to perform yourself so it might be worth just ordering a kit online and having a go on the broken ones anyway so you have an extra pair. If not you could probably sell them on eBay as faulty, I'm sure somebody will buy them so they can repair it themselves

I mentioned this but you keep harping something that was a Nintendo Problem. The only time this would be if it was sent to Nintendo company itself but since this was Repair Shop issue then they are the one to fix this.

I like to see this Agreement your talking about as well. They are not responsible for lost/damaged/undelivered Switches. They paid for the Repair and the Cost to ship back but the shipper is the Repair shop and if they failed that - then it's them and the Delivery company to compensate the Switch owners. When a 3rd party fails at Delivery, I doubt Nintendo would say it's their fault here.