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

OrochiLeona avatarOrochiLeona
I took some shots of my DIzznee Infineetee Quorra figure. Been waiting for this since the brand first stumblefucked its way onto the scene. (pics in comments of post to save feed space)
Sophie Pierre avatarSophie Pierre
Ninja Trail New Game App of 2015
Jiraya avatarJiraya
Now Listening to Old Music 7 - Metal Gear Solid 3: Snake Eater
[youtube]https://youtu.be/9aHQnDTd1y4[/youtube]
Shinta avatarShinta
[youtube]https://youtu.be/ix6BJTSjAB4[/youtube] There is a ton of awesome music in this game.
Dr Mel avatarDr Mel
Laracraft: World of Tomb Raiders
Joe Parlock avatarJoe Parlock
So there's a game called School of Ragnorok coming out, and in it there's my new boyfriend. He's an 8 foot tall demon thing with awesome hair: https://www.youtube.com/watch?v=7ibgnjCHv24
Nerdcotic Network avatarNerdcotic Network
check out this awesome video made by the Nerdcotic Network. https://www.youtube.com/watch?v=J3KgJfBt0uE
Nerdcotic Network avatarNerdcotic Network
Hay check out this awesome video made by the Nerdcotic Network on youtube. https://www.youtube.com/watch?v=QemwbuspOJg
The Travisionist avatarThe Travisionist
[img]http://cdn.destructoid.com//ul/308609-RR1.jpg[/img] Dayum. Billy Mays is back and lookin' good.
StriderHoang avatarStriderHoang
Pivot smash my way to victory
Osc44 avatarOsc44
You ever dream of flying through the clouds, but couldn't so you just watch TV? Me neither.
Zack Furniss avatarZack Furniss
Oh GOOD, The Flock is awful. I was hoping to break my high review score streak. (this is a joke)
Zack Furniss avatarZack Furniss
So many PAX things to write. So many.
Shinta avatarShinta
Bwahahahaha .... my helicopter now arrives in the middle of a fight blaring "Take on Me" on the loudspeakers. Metal Gear 5, 10/10. [youtube]https://youtu.be/djV11Xbc914[/youtube]
OverlordZetta avatarOverlordZetta
Oh neat, Hollow Knight got through the Colosseum of Fools stretch goal while no one was looking. Shame they couldn't get to three characters but the game still looks awesome.
techsupport avatartechsupport
S Rank is so satisfying. Too bad I rarely earn it!
Bardley avatarBardley
My MGSV: The Phantom Pain playthrough has quickly devolved into a journey to fill out Big Boss' 80's synth pop collection. And I couldn't be happier.
Dinosir avatarDinosir
You know what I love? Game tgat force you to connect to their servers even though you only want to play single player. Then the servers are down an the game tries for like 5 minutes, not even giving you a way to cancel the process, you just have to wait
Pixie The Fairy avatarPixie The Fairy
In today's Spelunky daily challenge, I was nibbled by a bat that pushed me into a Tiki trap that landed me dead on Kali's alter. Kali was pleased with the bat's sacrifice.
Shinta avatarShinta
It's pretty good guys ... [youtube]https://youtu.be/_98VZT9s7M0[/youtube]
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 -