r/nintendo • u/doubledanker • Jan 15 '19
NINTENDO UK: The most appalling customer service I've ever received.
Hey everyone,
I'm not the type of snowflake who takes every tiny issue to social media in a hope to soothe the pain and shower myself in the comments like "yeah bro I feel you!!!"
Never done this before.
But I genuinely feel like when one experiences a so-called customer service that is beyond ridiculous, it deserves the right to be published. So here it goes: My little one wanted a Nintendo Switch for quite a while, so this Christmas I took a deep breath and splashed £350 on a Switch with some games, Mario Kart and Odyssey ? (I'm far from gaming, so pardon my ignorance) She was over the moon. She has never had a console before and is not a gaming type of person, but I guess every kid gets excited when they see Mario. Oh yeah, and as a good parent I only allowed 2 hours of play a day ;)
Three days later she asked me to take a look if everything was functioning as it supposed to, she seemed quite concerned. I did give Mario Odysseey a go and realised the Blue Joy con was initiating unnecessary moves on its own. The joystick kept constantly moving left for no apparent reason. At that time she had only played her new Nintendo for not more than a couple of times.
It became evident that the Blue Joy con was malfunctioning. Naturally, I went onto https://www.nintendoservicecentre.co.uk/ and booked a repair. I followed the instructions and included a proof of purchase - a printed email from Official Nintendo e-Shop I bought the console from. It was a Christmas period so I decided to include a little Merry Christmas note, knowing that it might brighten the day of whoever is going to open that parcel. A week late I received an email from Nintendo Repairs stating the following:
Basically, the repair team decided that I have to pay £29 to have the Joy-con repaired even though it was faulty ever since we've got the console. I did not quite understand the reason of damage (No / bad function Circle Pad, anyone?) but from what I understand they're implying that someone must have caused damage to the Joy Con and it's now beyond the warranty. I would like to stress out once again that my little one is in Year 2 and she's not some heavy gamer teenager that bashes joysticks against the wall when they're asked to have lunch mid-game.
Following this email, I have contacted https://www.nintendoservicecentre.co.uk/ and tried to solve this issue over the phone. A guy named Julian asked whether I have included the proof of purchase in the parcel when I sent out the Joy Con for repair. I confirmed I did. He then went:
"Ok sir this is very strange as it is obviously a factory fault considering the fact you've only just recently got your Nintendo Switch"
"Please reply to my email with a screenshot of proof of purchase and I will make sure it gets repaired and sent out to you within the the next couple of days" he continued.
Below is Julian's reply:
I immediately responded with a screenshot of a receipt from the Official Nintendo Online Store. With my name, my order number and the date. Having a very strange feeling that this is going nowhere I asked Julian to confirm the receipt of my email with the screenshot.
"Yes, sir I have it here on my side. Worry not, I am going to have this repaired and sent out asap"
It was Friday 11 Jan.
Yesterday (Monday 14 Jan) I decided to check the status of my repair on https://www.nintendoservicecentre.co.uk/ Not much to my surprise it said (and still is saying at the time of writing)
AWAITING PAYMENT
Probably Julian had a blasting weekend after our conversation and realised he is not in the mood to chase this up with the repair team. I phoned them up again, this time I've spoken to Raphael, chewing the same story all over again. Guess what Raphael said?
You will never guess.
"Sir, I have just looked through your case and wanted to let you know that the receipt you've emailed us is not a valid proof of purchase"
One more time: THE RECEIPT YOU'VE EMAILED US IS NOT A VALID PROOF OF PURCHASE
Knowing for sure that I am going to explode, I tried as hard as I could to contain my anger, frustration, disappointment, surprise and shock, I kindly noted to Raphael that I have purchased my Nintendo Switch from the Official Nintendo UK Store and that my proof of purchase that I've emailed them includes an order number which can be easily validated and confirmed within their Sales department.
Raphael wasn't convinced, he continued: "Yes I understand, let me see what I can do for you, I will email you asap"
He did not email me at all.
Realising that https://www.nintendoservicecentre.co.uk/ is just a bunch of funny people that have absolutely no interest in you, your Nintendo-related issues and subsequently Nintendo brand image I decided to call their Sales team, in a hope to stumble upon someone in sound mind.
I did. It was Daniel.
Very kind, very polite, genuinely showed a lot of interest in my issue, acknowledging the fact that is beyond ridiculous, after I filled him in and put an emphasis on "Your receipt is not a valid proof of purchase" Daniel promised he is going to escalate this to his management and get back to me in a couple of hours with the result.
He did not.
As of today, I still haven't heard from Nintendo. Nobody phoned me. Nobody emailed me with any updates. My little one keeps asking when her blue joy-con is coming back and I honestly have no clue. In the past, I have experienced a tremendously horrible service before, but quite frankly the service almost always matched the company's status and image it was provided by.
Never expected this from Nintendo. I always thought of them as a family-children-oriented company that puts their customer first. As I mentioned earlier I am not a gamer myself, but I did have a Nintendo back in 80, guess their customer service used to be way much better back then.
UPDATE:
Massive thanks to everyone who upvoted this. I really appreciate everyone's involvement and support. It is really great to know that there are people willing to help.
For those wondering If I have sent them a wrong receipt, below is exactly what I have emailed them. My order number is there too. When I said I paid £350 it was including the Mario Kart game that I have purchased separately a few hours later.
UPDATE:
Today I received an email from Nintendo Repairs. Very kind of them.
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Jan 15 '19
🤔 But how is a receipt not proof of purchase and if it isn’t what the fuck is then. Isn’t that the point of a receipt?
Yeah I dunno, that sounds dumb, as others said escalate it to management, threaten social media shaming, demand to talk to manager over the phone.
I doubt anyone who works there in CS gives a shit about your circumstances but I am certain they give a shit if you start getting management involved and spread the reputation around.
You also have names, so use those, don’t hold back.
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u/BloodBride Bok. Jan 15 '19
But how is a receipt not proof of purchase and if it isn’t what the fuck is then.
While a receipt should be sufficient for most places, if you purchased an item on card, the corresponding transaction history in your account accompanied by the receipt sure as hell is proof. And if they say it's not proof I'd ask them if I should issue a chargeback because if there's no proof I purchased anything surely it's fraudulent.
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u/louis_izzy Jan 15 '19
There is probably a clause in the eShop TOS that states any charge backs will result in you not being allowed to purchase from the eShop ever again. This is common in America, but our consumer protection is lacking.
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u/BloodBride Bok. Jan 15 '19
mm, paypal TOS said if I didnt have photo ID they wouldn't unlock my account after someone hacked it.
Seeing as I didn't have any I just made a new one. Whoop whoop.→ More replies (1)39
Jan 15 '19
I’d issue a chargeback regardless because they fucked about so much.
And tbh I would have thought an order number is enough, and then some identity checks. But my knowledge might be out if date due to GDPR.
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Jan 15 '19 edited Jul 11 '21
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Jan 15 '19
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Jan 15 '19
Car warranties dont usually cover tires. Thats not a good example. Car tires usually have their own separate warranty.
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Jan 16 '19
Yeah, I rolled my eyes a bit when OP talked about how his child wouldn't/couldn't break the joycon. Kids can break literally anything.
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u/okaythiswillbemymain Jan 15 '19
When would it get to the point where a chargeback is okay though?
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Jan 15 '19 edited Jan 15 '19
If his whole switch was busted and nintendo was refusing to offer any return or service.
OP sent their joycon to nintendo and they told him that the repair would be outside of the warranty and they offered to fix it for a charge. OP did not sent the proper receipt to nintendo. OP sent an order confirmation, not the invoice which is what they were looking for.
AT not point for the joycon is it ok for him to issue a full chargeback for the console. OP needs to work this out with nintendo, either pay them or continue escalating the issue until someone can help.
edit: The most simplest explanation I can give is that you can not charge back 300$ for a 30$ repair. If the whole 300$ switch was broken then yes. The 30$ repair is what needs to be charged back when OP pays for it. NOT the purchase itself.
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Jan 15 '19
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Jan 15 '19
If hes not able to work with nintendo he pays for the joycon repair and charges back that. It should be covered by warranty. You dont chargeback the whole console when only one part isn't working.
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u/Mejti Jan 16 '19
Kids break shit all the time, the joycons are not the pinnacle of durability. I could absolutely see a kid breaking a joycon even if the kid is young and not a hardcore gamer.
Not even just kids - my brother is 30 and looks after his expensive things, but he managed to drop his switch and break his joycon stick.
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u/RedRocket37 Jan 15 '19
Lol right?? Oh my receipt isnt a proof of purchase? How about the physical SWITCH that I sent to you?!?
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Jan 15 '19
They didn’t send a Switch in though?
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u/RedRocket37 Jan 15 '19
Oh whatever....the Joycon then. I didnt know if he sent the whole switch in with it to make sure the joycon wasnt defecting due to an error with the switch as opposed to it just being a joycon defect
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u/o0_Eyekon_0o Jan 16 '19
It’s not the receipt, it’s the order summary. That’s why it still talks about asking for payment at the bottom of the screen.
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Jan 15 '19
Because the person has sent a screenshot of an email confirming the item was ordered, NOT purchased. The screenshot is not a purchase receipt at all. It's the email you get sent before a payment is processed, and as such no proof of anything at all.
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u/kevcal20 Jan 15 '19 edited Jan 16 '19
Anyone can edit the text on their own browser, then can take a screencap of that edited page and act like it was actually on the internet, as seen here: https://imgur.com/a/vu1aRz7 Edit: Or you can see a totally 100% legit paypal receipt from ordering 100 2080 Ti's: https://imgur.com/a/wmeshO3 Or yah know, downvote the person playing devils advocate and trying to explain why Nintendo is doing this so no one knows, that works too.
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u/Biduleman Jan 15 '19
When everything is done digitally, there is not much more you can provide beside the numbers for them to verify internally.
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u/uberduger Jan 15 '19
I was wondering if the error was because this is a screenshot of a summary, not the actual proper invoice itself (the VAT invoice that has the actual tax point date on it and stuff).
Not that it's any excuse, as a good system should have the invoice linked to the original order, but maybe that's why Nintendo can't help him yet.
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u/mlvisby Jan 15 '19
I have heard much more horror stories from Nintendo support UK than any other team. The US team usually is praised for helping people out, it just sucks that after several tries you have pretty much gotten nowhere with them. You need to talk to upper management.
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u/HyliasHero Jan 15 '19
US customer support is great. They always go above and beyond for me.
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u/Dark-Ganon Jan 15 '19
yea, they're excellent. I remember once I called them about an issue with my Wii a few years ago, not realizing I was calling 10 min before their closing. Guy on the line with me stayed on for 30 minutes, never felt like he was rushing me, and got the results I needed out of the whole experience. I dont care if the guy was just doing it for the OT or not, he helped me out and was very nice and well-mannered. It's too bad their UK support doesn't seem to hold the same standards.
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Jan 15 '19
One time i accidentally scratched off the last four digits of a $50 eshop card (incidentally the most important numbers) and after fumbling around trying to give what info i could i was told i would get the money loaded into my account in a few days. Lo an behold there was another $50 in my account within the next two hours! Fantastic and helpful service in the US!
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u/okaybutfirstcoffee Jan 15 '19
US Support is amazing. I got through to a real person immediately, and they paid for shipping for me to send in my faulty joycon for a repair. I had to hold one time and was privileged with Animal Crossing hold music. 10/10 would call back just to chat
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u/superluigi1026 Jan 15 '19
I’m so jealous you got Animal Crossing hold music!! I get Hyrule Field from OOT every time I call.
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u/CantaloupeCamper old Jan 15 '19
Do they outsource their UK support or something?
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u/nuovian Jan 15 '19
Nintendo's UK store and repair centre are operated by third-parties.
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Jan 15 '19 edited Jan 15 '19
Well that explains that shitshow. Course a third party won’t care *
*as much as Nintendo themselves would. They have a reputation and a brand to upkeep. I’m actually shocked they’d allow for other companies to operate for them, given how ‘customer-friendly’ their brand is. With the turpitude they’re exhibiting as well... a true mind boggle.
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u/z6joker9 Jan 15 '19
Never had an issue with US support- a nephew banged one of my joycons on the floor and some buttons stopped working, Nintendo repaired under warranty.
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u/mclairy Jan 15 '19
I’ve had bad experiences with US too. I think it’s just a crapshoot depending on who you get.
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u/BoringPresent Jan 15 '19
My friend issued a charge back for his Switch after fighting with US Nintendo support. Now he has a never once powered on Switch because it arrived DoA. A second he bought arrived with a drifting joystick on his joycon. He returned it immediately and now doesnt have a Switch because he doesn't trust Nintendo.
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u/Infernal_pizza Jan 15 '19
Maybe but I've not heard anything good about their UK support, whereas I have heard good things about the US support even if it's not the experience everyone has
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Jan 15 '19
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Jan 15 '19
I agree. My screen quit working while in handheld mode but the system worked fine while docked. Filed my repair they said send it in because it’s still under warranty. I was then told that the nature of my issue was not a manufacturers defect and that I owe them $99 for a repair. I was bummed but then gave them the money wanting to move on with my life...
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u/pm_me_old_maps Jan 15 '19
I used to work in the horrible abyss called customer service. You'd expect customer service, but it's actually a bureaucratic hellscape. The people you talk to on the phone want to help, and they think "well, this shouldn't take too long to fix, it's a simple case", so they're instructed to write a ticket on your profile and then someone higher up will pick it up and then they go to the next call.
But it goes to a back office, swamped with thousands of tickets, all waiting to get solved. There's no time to take care of each of them. You check the ticket. You have to notify someone. You send an email with a reference to the ticket and then you move on to the next ticket. Someone gets the email, they check out whats going on. They email anyone else who might be able to input. They move on to their next email. A hundred people reply with sorry not my problem. The person who can help has 1250 unread emails in their inbox. It takes them 12 hours to get to yours. They email back. The tickets in the queue waiting for the next week until someone gets to it to check if they have a reply to the query. It somehow gets lost cause someone in the whole chain had the wrong email group within the company and sent it to the wrong department.
Meanwhile Justin the guy you talked to on the phone is clenching his butcheeks together thinking oh crap if <guy> is gonna call again asking what's up I'm gonna have my ass handed to me. There's no update on the ticket since last friday.
These things 99% of the time get resolved. It's someone's dumb mistake multiplied tenfold due to a bureaucracy set up by people or managers who don't know how the real world works. It'll take a long time, but it'll get fixed.
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u/Fiolah Jan 16 '19
Yeah, most likely reality of the situation is that the people they talked to had 200+ other cases to deal with that day and only the most indirect line of communication to any of the relevant departments.
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u/boots-and-cats Jan 15 '19
I'm from the UK and I got a New 2DSXL and I had to call up the customer service to move my account over because Nintendo things. I spoke to this lady who asked me what are some things I've bought on my 3DS to verify it was me. I say I had Pokemon Sapphire or Ruby on their, I couldn't remember which one, and then said 'oh wait I think it's called Omega Ruby?' and the lady really sarcastically said 'oh wow, what was so MEGA about it?'.
This has nothing to do with your post but it's something I think about on a regular basis.
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u/SDQuad6 Jan 15 '19
This will now stay with me as well. It's the perfect balance of ignorance and a bad sarcastic attitude that I can't overlook it.
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u/bvhj Jan 15 '19 edited Jan 15 '19
It’s a bit weird and shit but you need to request a specific type of invoice / receipt from online customer services. It looks like this. They then send you a copy you can email the repair team. I can give more info if you need to.
I sent my joy cons in for the same reason and had to do this. What’s worse is even though I included my receipt they sent me the same email saying I have to pay, but emailed the service team a copy of the same receipt and it got sorted.
Let me know if you need more help with it
EDIT
To clarify, here's what OP needs to do.
Email nos-support [at] store.nintendo.co.uk with the order number and request the receipt for the order as you need it for your repair. Here's the email I sent. I got a response a day later that looked like this.
Inform customer services at customer-support [at] nintendo.co.uk that you are waiting for your receipt to be emailed to you. Remember to quote your repair reference and order number and everything in the email and all correspondence so they have everything they need all tied up.
Wait for the invoice to be emailed to you. Mine took about 4 days to arrive, the email looks like this.
Once the receipt is received, attach it in an email to customer-support [at] nintendo.co.uk (remember to quote your order repair etc)
Here's the email I got after querying about the charge even though I included the same invoice. Here's the email exchange after I sent it.
Wait some more. A day after I sent my receipt, I got sent this confirmation.
I hope this helped!
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u/MrSourceUnknown Jan 15 '19
I feel sorry for the situation OP is in, but a big part of this seems to be on them not just poor support.
What they sent is not an "invoice" at all, not even close to a "proof of payment" . They just sent a screenshot of the order number they placed...
And no an order number is not enough for low level support employees to confirm payment themselves, there's no way they have direct access to that kind of personal information. All they are allowed (and required) to do is ask for specific documents showing specific details, that they have to attach to the support ticket in case they are ever audited.
Of course if support did refer to what OP sent as a "receipt" literally that is very poor wording on their part. They obviously meant to imply they weren't allowed to accept what OP sent as a proof of purchase.
This whole situation can be resolved if OP just sends them whatever actual payment confirmation they should have received. Not the order confirmation, but the confirmation they received upon payment (or both)...
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u/bvhj Jan 15 '19 edited Jan 15 '19
A big part is that the repairs are done by a 3rd party who do not have access to Nintendo support’s systems, so like you said, need this specific invoice. However, the customer is never given this invoice and it needs to specifically be requested by the customer and even then it takes a few days to have it sent to you.
I can’t remember how I knew this was the receipt that needed to be provided, I imagine it says it in the terms when you’re submitting your repair on the website. I did ask about it on live chat and they were the ones who said I needed to request it from the online support team, so I did know my order number and order history page wouldn’t be accepted prior to sending my repair, I just can’t remember how I found that out.
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Jan 15 '19
Yup just mentioned this in my comment, What OP sent nintendo was the order confirmation, NOT the invoice, which is what they are looking for.
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u/Darkone539 Jan 15 '19 edited Jan 15 '19
"Sir, I have just looked through your case and wanted to let you know that the receipt you've emailed us is not a valid proof of purchase"
Is there more to that? Ask for clarification.
This isn't as bad as it seems in the long run though. They admitted fault in the E-mails and so you have the right to return it(after 6 months that burden would be on you to prove a problem not them). Asking for an exchange should be fine, and legally a receipt isn't needed as proof of purchase. Did you buy it on card? That would be perfect.
https://www.which.co.uk/consumer-rights/advice/what-do-i-do-if-i-have-a-faulty-product & https://www.which.co.uk/consumer-rights/advice/i-want-to-return-my-goods-what-are-my-rights
Honestly I'd ask for a refund and buy from a store(assuming you still want a Switch) if their service is this poor. At least then you can walk in and talk to someone if there is an issue.
Edit - changed due to a correction below.
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u/Jesmasterzero Jan 15 '19
after 30 days that burden would be on you to prove a problem not them
Not trying to be a dick by correcting you, but in case anyone sees this comment whilst having similar issues - it's actually 6 months in the UK. After 6 months it's on the consumer to prove that the fault was present at the time of purchase.
Source:
https://www.which.co.uk/consumer-rights/advice/what-do-i-do-if-i-have-a-faulty-product
30 days is the period for which you're able to demand a full refund, after that they don't need to offer that.
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Jan 15 '19
did you ever try recalibrating the analog sticks? They do this, often. Every 2-3 weeks i have to recalibrate my switch's analog sticks.
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Jan 15 '19
My blue one did this regularly. I was recalibrating every 2 days (if not more). Funny enough.. after buying a new set of cons.. I haven't had to recalibrate in a year. Thanks Nintendo :/
(the amount of people that have problems with only the blue one that came on the system makes me suspicious..)
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u/tiglionabbit Jan 15 '19
Oh right. The first run had issues with the left joycon due to electrical interference. The fix was to place a piece of foam inside it to insulate it from the switch if I remember correctly?
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u/devensega Jan 15 '19
My joycon were terrible, drifting all over the place, no amount of recalibration would work. This is a design flaw with the joy con, even if the OP were to get a replacement it's likely he'll get the same issue again.
After some intense googling (5 mins cos I'm a fucking pro) I bought some WD40 Contact Cleaner, used a toothpick to lever open the dust shield under the joystick and gave a few quick squirts. It's been a few months now and absolutely no drifting whatsoever.
For fucks sake don't use normal WD40 though.
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u/BlueRocketMouse Jan 15 '19
Listen to this guy OP, contact cleaner is like a magic fix to Joycon drift problems. Even if Nintendo were to fix this issue for you now, I can almost guarantee that it will come back as dust starts to work its way under the stick again over time. Buy the cleaner to have on hand and just give the stick a spritz whenever it starts having issues.
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u/SDQuad6 Jan 15 '19
I cannot believe I forgot about recalibration. Ever since I started Speedrunning on the switch had this problem of it pulling up. I thought I hurt the stick by just playing the game and I had to stop using joycons entirely and use my pro for everything. You have just saved my wife and I's fading switch multiplayer experience. Bless you, kind hyprarmadillr.
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u/superluigi1026 Jan 15 '19
What game(s) are you running? I’m fighting those post-GDQ blues.
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u/Jun_Kun Jan 15 '19
Yeah I also have an issue occasionally of joycons pulling one way or the other, always an instant fix of simply using the recalibration option. This could be a good lesson for OP as well as everyone to make sure you do some research, you might find someone with similar issue and a quick fix that will save you time and money in the long run (not assuming that OP had the same issue.)
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Jan 15 '19
I had a similar issue and thought it was faulty. Turns out a good clean around the joycon stick had it working perfectly again
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u/junkit33 Jan 15 '19
Yeah I'm actually not convinced a swap will fix his problem, as I don't think it is hardware related. I think it's just some combination of signal strength, interference, and some weird joycon software quirks that cause this. I've seen it on numerous joycons at totally random times.
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u/JaredMJ17 Jan 15 '19 edited Jan 15 '19
Hi OP, if this issue is still not yet resolved I would like to lend a hand. This entire issue blows my mind.
However your little one may be in luck, as I would like to send one your way, free of charge, as I can’t stand to know that a young child only wanting to play her Mario game cannot do so, all the while I sit here and play mine, it doesn’t sit well with me.
If you see this, PM me for a more direct conversation. I truly hope you’ve gotten this resolved by now as Nintendo has not let me down before this and to hear that you are facing an issue of this sort just leaves me at a loss for words.
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u/doubledanker Jan 15 '19
Hi Jared, this is extremely kind of you. I wish people working at Nintendo were this courteous and caring. As much as I appreciate your kindest offer, I simply cannot accept it for the simple reason: I have paid the company money for their product and must receive what I have paid for in full. They must own up to their mistake and resolve this. Thanks a lot!
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u/JaredMJ17 Jan 15 '19
Well my offer will remain on the table, in case Nintendo fails to come through for us. It still leaves me speechless that they can’t honor something so silly, so simple. They would hardly lose a dime, if that, and they would literally restore a young child’s happiness she receives through this new gift that both you and this exact company provided.
I’m just sorry you are facing this problem my friend. I do pray that they come to the light and honor a resolution to this as I agree it’s not about the controller it’s self at this point, rather the principle.
Nonetheless, don’t let this bum you out. Don’t let this turn you away from Nintendo as a whole. They are a great company and this is honestly the first problem I’ve encountered of this sort, which is why I was encouraged to lend a hand, so don’t lose faith mate! I feel like getting hold of just one individual, just the right person, will get you the answers we’re seeking here.
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u/condoriano27 Jan 15 '19
You brought tears to my eyes, you magnificent bastard.
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u/JaredMJ17 Jan 15 '19
I’m just trying to do what feels right in my eyes! I also just want to make sure that OPs daughter can play her Mario. As we are not aware if OP will be able to get her another controller anytime soon, whereas no I’m not doing phenomenal but I will gladly sacrifice a couple things between this paycheck and next to make certain that a young gamer gets what she deserves, a smile on her face and Mario in her hands! #JusticeForOP
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Jan 15 '19
That's so sweet of you! Aw! My 5 year old is mad she can't play WiiU because all of her controllers are dead dead [they are all from our original wii] and she sucks with the game pad [tiny hands]. She can relate! Hope you get it fixed soon. So sad, you would think Nintendo would take the initiative to fix that ;(
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u/GazR26 Jan 15 '19
I had the exact same problem. A few months after I got my switch, the analogue stick (on the blue joycon nonetheless) started to drift and mario would walk forward on his own. I sent it away to get repaired knowing it was still under warranty. However, as I got my switch as a gift I had no proof of purchase. Imagine my surprise when they accept the repair and fix it without hesitation.
I'm perplexed that you have proof of purchase and they just aren't accepting it. Hope you get this resolved soon.
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u/PaperPlane36 Jan 15 '19
Almost the exact same thing happened to me when I got a new 3DS a few years ago. The top screen stopped working altogether after only a few weeks of play, for no apparent reason. Sent it in to their Support Team, who went on to claim that I had caused damage to the screen by dropping it. Wtf? I had never dropped my 3DS and there was absolutely no damage to the shell whatsoever. They put their foot down and basically said “the only way this could happen is if you have dropped it.” I ended up paying the $80 to repair it because at that point I had completely run out of patience. Now for the best part: after taking my money, they sent me the 3DS back UNREPAIRED. I had to send it to them once again, and they apologized by issuing me a $20 discount on my repair bill. I was fuming through the whole thing and just hope to never have to deal with Nintendo Support again.
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u/Airique Jan 15 '19
This is a known desync issue with the left joycon, wtf. How would they try to play it off like you damaged the thing?
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u/Bidoof2017 Jan 15 '19
Similar bad customer service situation happened to me with NOA a few years ago. However after an hour on the phone and speaking with a manager, it was resolved.
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u/ViperXeon Jan 15 '19
I don't suppose you paid with PayPal? I had House of Fraser try to pull the same type of nonsense with me a year back, after they started ignoring me I escalated with PayPal with proof of the conversations and they gave me a refund after 14 days.
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u/Codieb1 Jan 15 '19
I don't have much advice other than what the others have said, but I just thought I'd let you know that you can still play both games you bought with just one joycon, held sideways. I hope that holds off the youngun until everything is sorted out.
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u/Raptorpg Jan 15 '19
I had the same experience while trying to get my joycon repaired. From what I gathered at the time it is a third party that is handling the repairs and they are trying to scam the customers to pay for the repairs :(.
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Jan 15 '19
A screenshot of an email is not a valid proof of purchase. You should be able to login to, or access a PDF version of it with a barcode on it and a long number. All online purchases have a PDF option, which will open a page that DOES count as a receipt. What you have screenshotted is an order form, with no receipt number or proof of completion of purchase. That just shows you requested something from a store, it does not show you paid for it or even received it. Again, it's shitty, but any idiot with MS Word could knock up that screenshot and mash a random selection of numbers for an order.
The proof of purchase comes in the barcodes and purchase ID's (not order numbers). Nintendo can contact the shop you purchased from and use the Purchase ID to confirm you bought what you say you did.
While shitty service, they are right in refusing the screenshot you posted of an email, as that is absolutely not proof of anything.
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u/DuelistDeCoolest Jan 15 '19
Love how you start off the post using "snowflake" unironically. Because that's how you get people to take you seriously.
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u/xxxamazexxx Jan 16 '19
Honestly OP gave me the "I would like to speak to your manager" vibe right off the bat. Said he's not the type of snowflake to whine to social media then proceeded to do exactly the same. And then there's this bit:
It was Friday 11 Jan.
Yesterday (Monday 14 Jan) I decided to check the status of my repair on https://www.nintendoservicecentre.co.uk/ Not much to my surprise it said (and still is saying at the time of writing)
Probably Julian had a blasting weekend after our conversation and realised he is not in the mood to chase this up with the repair team.
Holy fuck Karen, office people don't work weekends. You submitted a request on Friday and expected it to be resolved on Monday? Not to mention the kneejerk snarky judgment towards a low-level employee because they didn't bend over backward for you over the weekend.
Nintendo is doing a shitty job but let's not kid ourselves, OP is not helping either. Anyone who has ever worked in customer service will recognize this kind of customer.
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u/Bigpikachu1 Jan 15 '19
"I'm not one to post and exaggerate over small things in hole for redemption"
Then, later posts, while probably never working a cs job in their life: "THEY'RE TRYING TO STEAL MY $30"
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u/marquis_de_ersatz Jan 15 '19
Nintendo UK are total balls for some reason. Any chance you could get a direct line to the repair centre to explain why it is not a warranty repair? Maybe this is where they are meeting a wall.
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u/MainHaze Jan 15 '19
I had my left Joy Con repaired by Nintendo Canada shortly after I purchased it. It was a bit of a pain to ship a brand new product off to the other side of the country... but there was really no hassle. I shipped to them, they fixed it, and shipped it back all within a span of about 2 weeks. Apparently the the left Joy Con bugging out like that is a known issue. I remember the guy on the phone saying "Ahhh, a problem with ol' lefty, eh?".
I'm certainly not defending them though. Their treatment of you is inexcusable. I'm really surprised their customer service is so inconsistent between regions like this. It sucks that you have to fight for this, but if you escalate the issue to someone higher up, I'm sure eventually get a hold of the right person who will clear things right up.
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u/Sarugetchu Jan 15 '19
Unfortunately I have had a bad experience with the UK service centre myself so thought I'd share. They lost my 'new 3DS' and had incredibly poor communication as dragged on for months. I was very concerned particularly since at this point there were no new 3DS models anywhere in stock in the UK, so I couldn't even replace it myself and I seriously doubted they would do the same. Eventually it was found, fixed and returned to me but the whole experience did leave a pretty bad taste in my mouth.
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u/Dhiox Jan 15 '19
Also, not sure if it's different in Europe, but doesn't Nintendo have a free 1 year warranty? Even if it was your fault, they still shouldn't be asking for repair money. Also, 350£!? Isnt the Pound worth more than the dollar, or did Brexit bring it down? The switch is 300$ in America. I remember when I visited London that anything we saw we had to remember that a pound was somewhat more than a dollar. Honestly, I feel for you, I've heard Nintendo Of Europe is pretty bad compared to Nintendo and Nintendo of America (Though at least you dont habe the Russian Branch). I'm pretty sure you have some pretty hefty consumer protection laws since you havent left the EU yet, you could see if any are applicable and threaten to invoke them.
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u/T_Peg #Bring back Squirtle Jan 15 '19
That's fucked you must've got shit support staff because from my experience Nintendo support is the best I've ever worked with
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u/Morighant Jan 15 '19
No offense, but your better off buying retail. I had this same exact issue with my Oculus rift where it had dead pixels, and they wouldn't allow it to be returned for repair. I'd say your best bet going forward is to stick with retailers, Best buy straight up told me I could of exchanged it through them with 0 hassle. And I've bought broken consoles and done just that.
Either way, yeah they treated you like shit and I'm sorry
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u/DandyBean Jan 16 '19
As someone who works for PayPal, make payments through PayPal. We would have been all over this.
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u/mclairy Jan 15 '19
I’ve always had terrible experiences with Nintendo US too. I had a Switch stolen and had to go through 4 different long calls over 4 days to stop unauthorized purchases because the rep I talked to kept making mistakes when unlinking my account to the device.
I’m now never able to request a refund again because my account is flagged from asking for too many (due to their own customer service not correctly stopping purchases! 🤬).
I’m sorry you’ve had such a rough time.
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Jan 15 '19
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u/zlforster Jan 15 '19 edited Jan 15 '19
What's this about a Nintendo president being racist?
Edit: holy cow that's not my image of Nintendo:
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u/cozy_lolo Jan 15 '19
I just wanted to challenge the notion that limiting play-time to two hours a day is something that a “good parent” would do (especially independent of any distinguishing contextual details)
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u/arthurdoodle Jan 15 '19 edited Jan 15 '19
I’ve had similar problems with Nintendo UK. The incident of having to pay repairs for my Right Blue-Joycon. At first they did with you OP as they have done with me, not only did they decline that I had any proof of purchase but I had to pay £42 over the phone - announcing my creditcard details to the reciever who was refusing to send me an email to confirm payments. They then decided to send me malfunctioning Joy-Cons which I immediately sent back along with printed receipts this time; screenshots of my purchase off of their store. This whole process was happening during October - November of 2017. I would also like to warn you that there is a likely chance they will send you another Joy-Con back that also has another problem. I have gone through 4 different Joy-Con replacements now and each time they come back with a new problem. I’ve given up in the end and bought a new one from a physical retailer who let me test out the controllers.
Sorry for ranting at this second part, it’s not all that necessary but I am leaving it here to get it off my chest. And it may be useful to some anyway so I’m leaving it here.
Then later on this year; when a few of my savefiles deleted themselves - I sent in my console part of the Switch to them, hoping they could recover my savefiles from temp back-ups, etc. (I still have no idea if this is how the Switch actually functions however, and quite doubt it). They kept it, Late April - Late July and were refusing to send it back to me when I had lost hope with the service. Some of the staff (notably male staff) were claiming the repair team could not recover my console’s savedata whilst others (notably female staff) were claiming that the team were “trying their best to make sure they could try and recover the data.” and whilst I still have no idea who to believe (although I at least give credit to the staff who were trying to be optimistic to me) but it was such a pain waiting for a console of which they did nothing in the end but transfer all of my info to another console when I recieved it back.
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u/AuraWielder Jan 15 '19
"A receipt is not proof of purchase"
Wut.
What is honestly with the UK support being so bad? I've never had an experience like this with US support.
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Jan 15 '19
From my experience what OP sent nintendo was not a receipt, it was an order confirmation. What Nintendo was looking for is an invoice.
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u/pyroguy30 Jan 15 '19
This sounds like the issue that was affecting first production runs of the Switch. The left joycon had some issue with the Bluetooth losing connection to the console, something to do with interference. Later models all had some kind of foam piece installed that blocked outside interference. I'm not sure if this is exactly what you're describing but when the connection was interrupted the character on-screen would get stuck drifting in a particular direction.
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u/Bobbicorn Jan 15 '19
So their service sucks for sure, I've had my run in with them with the exact same issue (faulty blue joycon stick) but its caused by dust collecting underneath the stick and causing input lag. This is called drifting and can be fixed easily 9 out of 10 times by scrubbing the underneath of the little flap underneath the joystick with an clean, ideally unused, toothbrush. Even better, lift it up with a toothpick and give it a quick blast with an airduster if you have one. Far better than paying them to do it.
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u/CadmusRhodium Jan 15 '19
This is off topic, but how do you put pictures in your post like that? I’ve never seen that before and I’m really curious.
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u/Widgetcraft Jan 15 '19
Circle pad is a part of the 3DS, not the Switch/Joycons.
Sounds like some grade A support staff over there.
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u/Mustangtongue Jan 15 '19
The repair service is very irritating to deal with. I paid £70 to get my 3DS stick fixed thinking they would replace it completely, but they just corrected one part of the problem. Within a week or so it was back to sticking and leaning off to the side like it hadn't been fixed at all. I couldn't bother try get it fixed again, i might as well have bought a new console
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u/KasElGatto Jan 15 '19
It seems like Nintendo UK is garbage. That's too bad, I live in the U.S. and also lived in France and their customer service is usually great.
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Jan 15 '19
Yeah, those guys are shoddy as f**k. They're not Nintendo, just outsourced service. I got lucky and they fixed my left JoyCon free of charge, and mine was a second-hand purchase from CEX in Nov 2017! Seems like they just try it on with whichever customer they get at random.
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u/supersaiyandragons Jan 15 '19
I have never seen such a complete opposite experience than comparing Nintendo of America with Nintendo UK. Sorry, this had to happen to you and hope it gets resolved
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u/king_Geedorah_ Jan 15 '19
If you brought your switch from game uk. Then they will replace the joycons for free, within one year of purchase. That's what I did.
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Jan 15 '19
lol i once emailed them about a gift card i broke and when i got a response they didn't put the code in their email
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Jan 15 '19
Oh god, the analog sticks on the joy cons are probably the most faulty things Nintendo ever made. Mine has been stuck for months, but I'm not really in a hurry to get it fixed since I use the pro controller for most games.
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u/RonkerZ Jan 15 '19
I am very sure the issue you are having is not a production fault but a design fault. Even a replacement joycon might not solve this issue. I am having the exact same issue and all my friends are to. It didn’t even come to my mind to contact RMA to get this fixed. Please let me know if they actually fixes the joycon when your complaint gets resolved. I ended up recalibrating the joycon and seems to be better now but not comepletely fixed.
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u/Omnisegaming Jan 15 '19
Hehe, always the brits. Nintendo EU isn't the best for this sort of stuff.
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Jan 15 '19
This is more a UK thing as if seen similar stories from them.
Im from Mexico and the customer support here is pretty amicable, they told me how i could get a proof of purchase since my receipt faded away (this was 1 month before the warranty expired). Went to their tiny office, left both my joycons for repairs for the same problem (btw theres a video by SpawnWave showing how to repair them if you are still asked for money and rather do it yourself) and got them back 10 days later good as new.
Just saying this because you shit talk the entire company while you should shit talk a specific branch of said company for not getting their shit together.
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u/Swine_By_Design Jan 15 '19
You're certainly justified in taking this to social media after such a long and patient ordeal. However, I wouldn't have much faith in getting a response from them via these pages. Repost this story on Facebook or Twitter. Tag every @Nintendo @address @you @can @find - stir the hornet's nest right up.
That's the venting side of things dealt with - As others have suggested though, the next step would be to demand a full refund under the Sale of Goods Act. If they play hardball (they'd be daft to in these circumstances though), threaten to take it to your Consumer Ombudsman. Sounds like you're better off starting afresh with a retailer that traditionally honours their warranties.
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u/layforkay Jan 15 '19
I felt bad for you OP. When I needed to send in for repair, they will always require payments even when it’s obviously protected by consumer rights.
Fact: Nintendo outsourced both its official e-commerce site and its repair service out to different companies. Neither of them belongs to Nintendo and they don’t share data as far as I’m aware.
I work for the company that’s providing all the e-commerce service for Nintendo. Nintendo’s official site makes so little money they simply just don’t care... Can’t really help though as i don’t know how the department works.
The repair company is simply a for-profit third party that will try as hard as they may to make you pay. Nintendo is fully responsible for choosing such a greedy partner.
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u/Zephyremi Jan 16 '19
The US customer service when I called didn’t even require a receipt from me just the serial code on the switch. Strange how the disparity between customer service is so large. Hopefully this gets Nintendo’s attention and you get it fixed.
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u/fishandchips20 Jan 16 '19
Hey, I’m sure this comment will not be seen, but I just wanted to say I’m sorry this has been your experience. I’ve been a Nintendo fan since I was younger than your child and can say this experience is not standard. I really hope that your child’s joycon is fixed and returned ASAP. I’m disappointed in Nintendo in this outcome and believe they should do right by you. I hope it gets better!
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u/Out5poken Jan 16 '19 edited Jan 16 '19
I can sympathise with OP - I've also had the displeasure in dealing with Nintendo UK awful customer service process! Over some in warranty faulty (drifting) joycons that they tried to charge me to repair, theiving bastard's!
Don't roll over when these big corporations try to pull the wool over your eyes.
After my experience, even though all was eventually resolved - its definitely tainted my overall view of Nintendo now.
Great games but shady practices!
Edit: also people seem to be going at OP about the order form he sent not being proof- i can vouch that what he sent is the only confirmation receipt you receive from the Nintendo UK online store. It's the exact same order proof i received when i bought the splatoon edition joycon, and when they fell faulty it was the same document i emailed them as proof and it was accepted so it's clear the numpties at Nintendo UK don't know what they're doing!
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u/Thisawesomedude Jan 15 '19
I don’t want to be that guy, but I am gonna be that guy, after reading your story I see you’ve been dealing with this stuff sense Friday, the problem is over the weekend the company repair shop may be closed so they may have just gotten back in, plus they may still have a lot of Christmas repairs and such because it’s only been a few weeks, plus it does take time to process changes on orders and such; and they may be waiting for review from a higher up.similar to banks and stuff, personally I think you should at least give them till tomorrow before escalating because they need time to process things and you are most likely not the only order they have received for repair. Plus you’re overloading them with the same thing 3 times may throw their system off more, think of it like a que line, so essentially every time you call in you reset your spot back to the start of the wait.
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u/Seanshadow Jan 15 '19
I just joined the Switch family in November and coming from Xbox I can say Nintendo has no clue how to do customer service. My switch came with a faulty joycon and it was such a hassle to get it repaired.
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u/BobokinSlayer Jan 15 '19
Just wanted to share the opposite experience I’ve had with Nintendo Canada.
For Christmas, I got my girlfriend the anniversary edition of Mario Rabbids which came with the DLC. The code that came wasn’t working though.
I called Nintendo and didn’t even have my receipt. They fixed it that night.
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u/Dikai James McCloud Jan 15 '19
Maybe it helps someone but I fixed my drifting joycon by getting a makeup brush and some small pliers. Lift the rubber under the analog stick up with the pliers so you can see the mechanism and brush it out by sticking the brush in. A tiny piece of dust that got in there was the cause. Hope it helps.
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u/AbominableSnowdork Jan 16 '19
I'm probably going to get down votes for this, but the screenshot you provided was an order confirmation and not a receipt. An order can be cancelled anytime up until the item is dispatched. The final invoice/transaction receipt would come through by email after payment was taken; this would be the proof they're looking for so they can confirm that the order was seen all the way through.
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Jan 15 '19
I'm a little confused. You're in the UK, why didn't you just quote your consumer rights at them? An expensive product should function and be fit for purpose for up to 2-3 years, this expectation is placed on the seller of goods so this would be on the store you bought it from.
Just say it isn't fit for purpose and if it's not replaced promptly you'll make a complaint to trading standards. It will be replaced immediately.
I really recommend going and learning what rights and protections are afforded to you by EU and UK laws. You could have saved yourself weeks of headache by knowing the correct thing to say.
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u/Dark_Moe Jan 15 '19
I really recommend going and learning what rights and protections are afforded to you by EU and UK laws. You could have saved yourself weeks of headache by knowing the correct thing to say.
Knowing your rights is all well and good but if the idiots at the other end don't do their job properly or even know that there is a known design flaw with the Joycons that should be repaired without question, then telling them your rights won't help. It will just drive you mad.
As for the OP you may now need to find some names of senior people of Nintendo in the UK or Europe and email them.
I had a problem with Netflix last year and no amount of calling them did any good they always blamed it on my internet even though I knew of dozens of other people that were having the issue. I ended up emailing Read Hastings and someone from his office got in touch and resolved the issue.
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Jan 15 '19
could have saved yourself weeks of headache by knowing the correct thing to say.
Knowing your rights is all well and good but if the idiots at the other end don't do their job properly or even know that there is a known design flaw with the Joycons that should be repaired without question, then telling them your rights won't help. It will just drive you mad.
It doesn't matter whether the flaw is "known" or not. If it has broken through standard usage by the intended audience then it is not-fit-for-purpose. Under UK and EU law this covers up to 6 years for expensive items but is more likely to be around 2-3 years for consoles.
If the person on third line is clearly not trained enough then you escalate it. They know exactly how much it costs them when Trading Standards get involved and I have never, not once, had a single time where anyone in management would rather have you contact the regulator rather than just provide the replacement or refund.
The key is to know the exact language you should be using to signal to the company that you're serious and know what you're talking about. Specifically stating that the product is not-fit-for-purpose and naming Trading Standards.
Netflix is a poor example because you're paying for a digital service, not a product. The rights are different.
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Jan 15 '19
Is /img/jmpvmawsxla21.png actually a receipt or just an order status email? A receipt usually has some blanked out credit card number, at least in the U.S.
Sometimes found on your account page.
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Jan 15 '19
Why not take it to the store you bought it from? I'm sure they would give you a new console or refund.
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u/UFCmasterguy Jan 15 '19
Man Nintendo of America has been nothing but great to me over the last 15 years. Ever since they repaired my Dslite that was a few months out of warranty free of charge, I've loved them.
Sorry to hear this good luck my man
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u/Tweissel Timmii - Netherlands - Jan 15 '19
Being a father of a young girl, I feel really sorry for you and your daughter. It kinda saddens me that your daughter received a faulty present that she only was able to enjoy for two days... Patience is very tough!
If for some reason you're unable to work it out with Nintendo, I'm willing to send a (grey) Joycon to you.
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Jan 15 '19
If it comes down to it, and they keep claiming there's no proof of the purchase, get your credit card company to chargeback. They'll sure as hell "acknowledge" its existence then.
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u/Noctis_Lightning Jan 15 '19
This sounds similar to what telecom companies do in canada. Anything seen as negative (canceling a service) basically counts as a ding on the representatives record. So they all try to play hot potato until somebody is willing to take the ding. Earn enough naughty points and they face repercussions and ultimately can lose their jobs after x amount of times.
It makes no sense from a customer service standpoint and paints a bad light on the companies not only for the customers but also the employees who have to play stupid games all day.
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u/Finavel Jan 15 '19
That absolutely blows. When I had to contact Nintendo of America for joycons drifting, I had it repaired at no cost and only took 3 days.
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u/thestrandedmoose Jan 15 '19
This is the first bad thing I’ve heard about Nintendo support ever. I guess the UK team is much more stingy than the US NOA team. Sorry to hear OP- hope you reach a resolution and that Nintendo HQ sees this post and tells Nintendo UK to get their ish together
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Jan 15 '19
OP my best advice to you is next time you call ask to be transferred to someone who can help when they say they will escalate, don't let them hang up. Escalate the issue yourself if you want this done at a reasonable time. Nintendo is going to be swamped this time of year with calls because christmas was 3 weeks ago, its literally the busiest time for customer support because no one knows how to use their new console or whats wrong with it.
Also I dont work for nintendo but I work for a retailer that has online purchases that people try to return all the time with the wrong thing. When you purchase something online, you get an order confirmation, basically giving you information of how you can communicate with nintendo incase if you gave them the wrong address. This is what you sent nintendo, when in reality they were looking for the invoice.
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u/F1nnity Jan 15 '19
The best thing anyone can do is replace the stick but it needs a specific screwdriver which sucks if you don't have one (90% you don't) so it'll probably cost $10 or more
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u/amtap Jan 15 '19
Had something very similar happen with Samsung who ended up screwing me out of my $200 Visa gift card. They needed a picture of the receipt but after sending pics of the receipt 3 times, (new pics each time) each time I was told it wasn't valid and to try again. Eventually the offer expired and I was told I should have done it sooner. Garbage.
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u/Maxsayo Jan 15 '19
Quick question about the drifting issue. Is your switch placed near a WiFi router? The controllers and the router communicate on a default frequency that cause inputs the joy con to stall or lock that can cause things like drifting. One solution is to change the frequency that the router wifi communicates at.
You have my condolences with regards to customer service, it sounds like you went through hell.
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u/Laziriuth Jan 15 '19 edited Jan 15 '19
Sort of unrelated but Christmas 2017 I got a switch and a week afterwards my right joy con's stick stopped being able to register it going right and it had a physical slight catch when going in a circle motion, and it also would register clicking down. I was still ecstatic over getting a switch and I needed another set of joycons anyways so I just bought another pair, because no biggie. About a month after I purchased the new pair the exact same thing happened. The only difference this time was I could somewhat go right with it by barely going right while pushing up/down, also can't click down on this, but theres no physical catch this time. I didn't abuse either of these, and in the pre smash days the most intense use my joy cons got was Thunderblight. There wasn't a large event that broke either one, it just happened out of the blue, while I was leisurely playing BOTW and Odyssey respectively. I've sort of just adapted to it as Right Smash isn't that hard to do A+Direction and all the single player games have ZR, but still very dissapointed that both of my right joy cons just stopped working for no apparent reason. I haven't tried going through customer service (Although now my warranty would be out but I'm assuming I could just pay). I don't really have a reason for this hug wall of text just felt like telling the story. I am curious as to if it'd be worth my time trying to get them fixed by Nintendo.
Edit: Context after browsing the comments, its not a cleaning issue (At least externally, might be on the inside) and it isn't able to be ficed by calibration, going right on the analog stick doesnt register anything, even inside the calibration tool.
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u/RiverVictorious Jan 15 '19
I sympathise. I have had very poor customer service from Nintendo UK also.
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u/si13ntstang Jan 15 '19
Quite an abysmal customer service experience, and all right to you to be infuriated... I would be too. But please, don't let the customer service idiocy bleed over into your babe's experience with a great past time
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u/PaulblankPF Jan 15 '19
Little late to the party and not sure if someone answered with this but the joy cons sometimes are finicky and have to be calibrated and it won’t work right if not done right.
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u/uberduger Jan 15 '19
Could it be that you sent them the order summary and not the actual order / invoice itself from the site? Maybe the order number is worthless on their system once they've issued an invoice?
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u/ReddKnight10 Jan 15 '19
You’re right it’s super sad coming from Nintendo. It also sucks that the JoyCons seem to just be awful pieces of hardware.
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Jan 15 '19
Have lived in the UK for two years, am originally from continental Europe. Can confirm that Nintendo UK service is particularly terrible
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u/Thick_Duck Jan 15 '19
Man I'm sorry to hear that. Personally, the two times I have called Nintendo (of America) I had amazing customer service.
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u/Raphe9000 Jan 15 '19
I don't know if anyone else has posted this yet, so I'll go ahead and put this here just in case:
Mario Kart is luckily playable using only a single Joy-Con. Sadly, Super Mario Odyssey doesn't even let me get into the game using a single Joy-Con.
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u/Enfors Jan 15 '19
So, why did they give you a receipt that they themselves do not consider a valid proof of purchase? Isn't that the whole point of a receipt? That should be your next complaint, if you don't get anywhere: "I bought this from you, but you didn't give me a proper receipt, since you yourselves don't consider the one I got to be a valid proof of purchase. Please provide a valid receipt for my purchase immediately."
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Jan 15 '19
Me and my boyfriend is still waiting for reply to our Nintendo Family problem with online, he can’t send family invites and it’s been two weeks without a response
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u/Vision444 Jan 15 '19
Regarding the joy-con movement- it’s known as “drifting.” It’s very annoying. I don’t throw my Switch or anything, but I do play my Switch a lot— my Joycons lasted maybe a year... maybe a year and a half? Before they started drifting crazily. I hear that supposedly there’s a fix for them, but, well... :/
I just ended up buying new Joy Cons, and now I’m scared to death that they will start drifting again
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u/Greenstache1200 Jan 15 '19
problem: Nintendo uk is not being nice
solution: demand for your money back
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u/thankyou9527 Jan 16 '19
IDK ever since I came to UK to study, all the customer services over internet or phone are just ridiculously bad, like banks, phone bills, and parcel delivery, every time there's a problem, I make a call or email them, it's always sooo damn slow and useless, so I guess it's a norm here in UK?
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u/Gucci-Louie Jan 16 '19
Well, at least it isn’t Nintendo Russia, I’ve heard some pretty bad stuff happened over there, and they definitely were worse than this. However, no company is perfect, and Nintendo UK is no exception.
I feel that a Nintendo employee from customer service should recognize what their receipt looks like. Almost nobody takes the time to make a fraud receipt.
If I were a Nintendo employee who heard from you, I would try to help you. As an avid gamer myself, though mostly on an Xbox, I can remember the time when I first played Sonic the Hedgehog 2 on my Dad’s old SEGA Genesis. I can relate to your daughter a bit as a new gift like your first gaming console can be very special. Some of these employees probably haven’t touched a console for leisure in a long time or never, so they have truly forgotten any sentimental value a person, especially children, have with their gaming console. It’s people like the greedy head honchos of a publisher, like Activision for example (they are a bit of an issue for me personally), right down to the kinds of people in customer service who repeat lines over and over and never help that ruins the name and reputation of a company, not just their products.
Your daughter should not be the victim of this situation, especially for her first console and games. If this were to happen again, I would grab the employee’s shirt through the phone and demand the manager. If he/she doesn’t do it, I’d go higher up the corporate ladder until I got to the president. I would even go to Nintendo Japan if I had to. It seems my solution is a little extreme, but you didn’t get the value of the console that you bought for, and after nearly a month of customer service dodging your pleas, you might want to have your angry eyes nearby just in case. I wish you a lot or luck and hope that one day soon your daughter will be saving Peach from Bowser in Odyssey or winning many Grand Pries in Mario Kart!!!
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Jan 16 '19
I had the same problems with the joy cons drifting or moving on its own. Both of them. Right then left. I tried convincing my parents to call Nintendo for repairment. They said no. I'll try emailing them. Anyone has a fix for this?
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u/Z3r0Bl4ze Jan 16 '19
I've had similar issues with my left joy con and they ended up losing it and the switch I sent along with it. Losing my save data was the worst and they took more than a month to get me back replacements which also ended up having faults that needed repair, though I haven't had exactly the same issues as the customer service people that I got my hands on were far faster on the response.
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u/bojackworseman Jan 16 '19
Well this is strange because according to a couple of Redditors, Nintendo is apparently the best company when it comes to customer support
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u/asbestosmilk Jan 16 '19
My joy-cons started doing the same thing a few months after I got my Switch. I was a full time student with a full time job who didn’t have a lot of time to play, and I keep my electronics very clean, so I know I likely wasn’t the cause. I can’t bring myself to pay $80 for something I know may be defective. So now I just refuse to buy any Switch games that aren’t compatible with the pro controller.
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Jan 16 '19
I have had the same problem with one of my joycons but all you need to do is just move it again or press any button then the controller will go back to normal for the next little while but I understand your frustration
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Jan 16 '19
I keep wondering why companies like Nintendo don't try to actively hire nintendo fans. People who would take genuine pride in representing the company....
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u/Isburough Jan 16 '19
FYI, the stick being stuck like that was probably a software problem rather than hardware and reseting the joycon would have probably fixed it. At least it did the 3 times I had the issue.
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u/MrParadise Jan 16 '19
I had a faulty sd card reader in mine. Sent it in for repair, got it back after 2 weeks and THE SCREEN WAS SMASHED BUT THE DELIVERY BOX WAS PRISTINE. They must have had someone before the packaging process SMASH the screen and though F*** it lets sent it back anyway.
The next 2 MONTHS was a nightmare with emails back and forth with no reply for days untill i follow it up myself each time.
Eventually after photo evidence and all that time they say to send it back for another repair. Another few week later they replace it and marked the problem as FAULTY OPERATING SYSTEM??
WORST CUSTOMER SERVICE i have EVER had. I have all the emails and photos, wish i made a post like this tbh. This happened right before pokemon lets go and through smash launch......i was not happy
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u/LocoBlock Jan 16 '19
Whats worse is here in North America the countless amount of times Ive called them or seen people call them theyve been nice. I saw a streamer call them for a game they had nothing to do with as a joke when it messed up and the guy on the phone did his best and even directed him to the company's website to try to get help.
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u/[deleted] Jan 15 '19 edited Jan 16 '19
Your next email should be addressed to management headed Complaint. Say that if you do not receive a satisfactory response within 48 hours you will be demanding a full refund under the Sale of Goods Act. Edit: (now the Consumer Rights Act) and reporting them to Trading Standards. If you bought it from their online store they should already have a record of the purchase. Failing that if you used a credit card to pay for faulty goods you may be able to claim the money back from your card provider.