Topic: Really dissapointing Nintendo customer support.

I sent a length descriptive ticket regarding purchasing a game (it only was £10) for puzzle quest immortal edition, a fairly niche game, however when playing on my switch when using certain items or builds, the game lags to a snails pace. I was descriptive in the ticket.

Nintendo basically said i'm not eligible for a refund, despite me saying i'm in the UK and consumer laws exist to have a working product, i wasn't refunding because I didn't like the game.

I was not happy with this resolution, so I asked to have the ticket escalated to a senior manager and the same custoimer rep refused for escalation and doubled down that i can't get a refund for a digital product and to contact the publishers.

I contacted the publishers, who just apologised for the poor performance and then said they'll pass the feedback on and then closed the ticket.

So I am essentially stuck with a game with features that literally don't work. Now i'm no legal expert, but i'm quite shocked that the first time in my life i've requested a refund from Nintendo and they are flat out refusing me a refund despite being polite, descriptive and explaining the technical issues.

Can anyone offer advise on how I should deal with this? It's a matter of principle, and I do not really want to go down a chargeback route but I will if I have to. I must have some recourse by UK law about this.

Calling Nintendo customer support is pretty random — I've called a lot recently and some people are much more helpful than others although the overall process is kinda bad no matter what. If a game actually doesn't work (crashes or freezes constantly) they will make you jump through a lot of hoops but eventually refund. If a game is laggy I feel like you just have to describe it as being broken/not working rather than saying a word like slow. If you call again and get a different support person chances are you can get it refunded although it may feel aggravating.

Digital purchases are non refundable which is one downside to purchasing a digital game. Nintendo is not legally obligated to give you a refund. There could be a hundred reasons why your game is lagging and it may not even be Nintendos fault if its something like your internet connection.

Basically with digital.purchases its buyer beware which is why you need to be 100% sure you want the game and read reviews about performance issues before buying that game.

I am not sure what the definition of working product is, but I am guessing that lagging is okay. The game still "works", just not optimally.

You might try calling again and hope you get a different person who is more sympathetic to your situation.

@LinktotheFuture Nintendo is not going to refund someone just because a game performs poorly. Calling them again would be a waste of time.

@TimelessJubilee He is in Europe, I think the rules are different there.

I took issue a few years ago with GTA Vice City being broken on iPad. Was only a couple of quid, but I didn’t want them to get away with it and a couple of quid times thousands of people ripped off is a lot.

After lots of frustrating brick walls, I found out that you need to report it to trading standards. Firstly find out which Councils trading standards are responsible. You just need to find a linked U.K. office with either Nintendo, or the publisher. Instead of going after Apple, I reported Rockstar and then while I was waiting for a reply, told Apple what I’d done. Within a week, I got a full refund, but wasn’t allowed to play the game any more (fine by me.)