hot  /  reviews  /  videos  /  cblogs  /  qposts

Nintendo: exception to the rule?

3:43 PM on 02.15.2007 // Dale North
  @DaleNorth

As sad as it is, these days poor customer service is almost expected from the makers of our beloved game consoles, although I think that last generation's horror stories were much worse than this time around. Regardless, knowing this, it's really nice to see a upbeat word about a service experience for a change.

After having an optical drive go south, one Wii owner shares their positive story after coming back from Nintendo's offices in Redmond:

So I called the Nintendo customer service telephone number, located right there on their web site (you would be surprised how many companies, and especially repair departments, don't list their phone number on the web). The message telling me I had to wait for a CSR didn't even finish playing before a rep was on the line. I explained my problem and she said she'd get me an RMA right away to get it fixed.

She asked for my phone number. I gave it to her. She did a bit of a verbal double-take and said, "Are you here in Washington?"

"I'm in Redmond, as a matter of fact [location of Nintendo of America's campus]," I replied.

"Well then, let's not bother with the RMA and the shipping labels and all of that. Just bring it on in to Nintendo," she said.

Wh-what...?

Hit the jump to read the rest of the story. 

She assured me she was not kidding. She gave me directions to the Nintendo campus building where the Customer Service Center was located, and five minutes later I was looking at an unassuming door. I took a deep breath, told my son to hold on to the Wii with both hands, for goodness' sake, and opened the door.

A life-size Mario and a larger-than-life Pikachu greeted us. So did a really nice, cheerful woman behind the sales counter. I related my telephone conversation to her, still certain that I'd been had.

"Oh, yeah!" she said. "We do that!"

"Awesome," I blurted. I really did say "Awesome." I'm embarassed about that now.

"It's going to be about 30 minutes, though," she went on. "I'm really sorry."

She wasn't Japanese, but clearly Nintendo is a Japanese company. Only a Japanese service center would apologize for taking 30 minutes to repair a piece of electronics when my expectation going in was that I'd be without it for two weeks.

The boy played games in the waiting area while I sat under the watchful eye of Mario. 25 minutes later I saw her emerge from the back room out of the corner of my eye, but I was watching the boy playing a particularly suspenseful level of Wario Ware Twist. She waited until she heard the "level complete" sound to get my attention.

In those 25 minutes, they'd transferred all of my Miis, friends, and saved games from the old console to a new one. She logged on to make sure my 500 points transferred to the shopping channel. She sent me out with a $0.00 invoice showing a warranty replacement of my Wii and a reset of the warranty clock, meaning the Wii I took home has 15 months of coverage from today, even though I bought my original one almost 3 months ago.

So this is my Valentine to Nintendo. That was the most awesome customer service experience I ever, ever had.

 

Personally, I've also had two really positive experiences with Nintendo: no hassle replacements of broken systems. How have your service calls gone? Is this the start of a new trend? 

[via Vox]



Dale North, Former Dtoid EIC
 Follow Blog + disclosure DaleNorth Tips
I am Destructoid's Editor-In-Chief. I love corgis. I make music. more   |   staff directory

 Setup email comments

Unsavory comments? Please report harassment, spam, and hate speech to our moderators, and flag the user (we will ban users dishing bad karma). Can't see comments? Apps like Avast or browser extensions can cause it. You can fix it by adding *.disqus.com to your whitelists.

 Quickposts
Status updates from C-bloggers

SeymourDuncan17 avatarSeymourDuncan17
Xbone journey continues! I thought I would like Dead Rising 3 well enough as a huge fan of 1/2, but I must say I find it's emphasis on hard drama laughable and the game fundamentally disingenuine. Guess I'm moving on to Forza Horizon 2.
TheDefenestrator avatarTheDefenestrator
I dig the feature in Until Dawn where, if you have the Playstation camera, it will record you briefly during jump scares for you to watch later. It's a really neat use of an underused peripheral. Too bad I'm dead inside and never react to them.
Shinta avatarShinta
[img]http://i.imgur.com/oZ7CQJa.jpg[/img]
nanashi avatarnanashi
Fallout Shelter: Impossible to Learn, Easy to Master.
Mike Wallace avatarMike Wallace
Not saying this is the case, but Kojima has gone on record as being a huge Mad Max: Fury Road fan. Konami decided to release MGSV on the same day as Mad Max TVG. They're trying piss on Kojima's lawn, man.
ooktar avatarooktar
Downloading Phantom Pain. ETA, 16 hours. Just in time for lunch tomorrow.
Mr Knives avatarMr Knives
OH WOW. Talk about a complete about face. After slogging through the horrid beginning and slow ass swap sequence this game picked up exponentially. So far, I'm enjoying the hell out of it now. All if forgiven. Thank you based Kojima.
Rad Party God avatarRad Party God
Oh, joyful night. [youtube]https://youtu.be/6EfhAFA2yFE[/youtube]
techsupport avatartechsupport
After a summer of on-and-off casual play, I've finally reached lv. 34 in Destiny :')
nanashi avatarnanashi
also Fallout Shelter just made me utter this: "I have to get these pregnancies done.." life is trivial in this game!
Mr Knives avatarMr Knives
Let it be known that Metal Gear 2 for MXS has aged horribly and is no fun to play. In the midst of a MGS marathon, looks like I'm skipping ahead to MGS.
Rad Party God avatarRad Party God
"Available: 31 August - This game will unlock in approximately 2 hours" HOLY SHIET! [youtube]https://youtu.be/9jK-NcRmVcw[/youtube]
nanashi avatarnanashi
-nudge nudge- hey Sony, discount Ys: I and II Chronicles and Ys: Seven on the PSP :D
RadicalYoseph avatarRadicalYoseph
Just out of curiosity, does anybody here still play Mario Kart 8 at all frequently?
Cosmonstropolis avatarCosmonstropolis
Neighbors ended up calling the cops. I hid under a cardboard box. Police officers were perplexed but went back to their patrol routes after a minute or so.
techsupport avatartechsupport
!a new MGS: Ground Zeroes update file auto dl'd and installed..the day prior to MGSV... hmm.. coincidence? OR... coincidence?
GoofierBrute avatarGoofierBrute
Just got an email from Nintendo saying that my Club Nintendo reward has been shipped and is on its way. Now it's the end of an era. *pours one out for Club Nintendo*
wutangclam avatarwutangclam
I've been thinking of starting up a criticism-minded "game of the month" type podcast. Would anyone be interested in something like that? If you'd wanna be part of it, let me know, I'm generating ideas and looking for contributors
CJ Andriessen avatarCJ Andriessen
Playing the most difficult strategy game ever: trying to figure out what order to beat your backlog in.
ChillyBilly avatarChillyBilly
Transient Ryu stays ripped by riding the rails and throwing other transients off of his rail cars - [IMG]http://i22.photobucket.com/albums/b321/Felth/homeless%20ryu.jpg~original[/IMG]
more quickposts


Contest!


Seriously

Invert site colors

  Dark Theme
  Light Theme


Destructoid means family.
Living the dream, since 2006

Pssst. konami code + enter

modernmethod logo



Back to Top


We follow moms on   Facebook  and   Twitter
  Light Theme      Dark Theme
Pssst. Konami Code + Enter!
You may remix stuff our site under creative commons w/@
- Destructoid means family. Living the dream, since 2006 -