So the dreaded cracked hinge appeared on my DS Lite a week ago and I knew it was covered under warranty. So I called Consumer Service and asked for a repair, they said they were going to charge me $50. I told CS about the press release and she questioned where I saw it from. I told her that it was issused by Nintendo on multiple gaming sites.. she put me on hold for a few minutes and authorized a free repair w/ return label all the while telling me that this issue isn't widespread.
Thinking that this experience was a fluke, I called again just to make sure and got a different rep. This time the rep said that I'd have to pay $50 for it (discounted from $75). I then mentioned that I saw a press release saying that it would be repaired for free and the rep, without hesitation, told me that it is going to be covered under warranty.
I think this is deceiving and dishonest since it is a manufacturer defect and they know about it. They shouldn't be trying to hide it just to make a quick buck.
I'm going to write a letter to Nintendo about this.
EDIT: Well, it looks like it very well could have been a fluke. Call #3 landed me a CS who said it would be covered under warranty with no mention of the press release. Will do more calls later if I have time. Either way, I'm still going to write the letter...
Anyways, if you guys have time, here is the number : 18002553700. Option 2 and then Option 0.
UPDATE - RESPONSE:
Dear Mr. xxxx,
Thank you for contacting Nintendo regarding your recent Consumer Service experience. We are pleased you were able to get a resolution to your situation. Your system is currently in service and should be back to you soon. If you should have any questions, please call me at xxxx
We do apologize that your experience was not as positive as it has been in the past. Rest assured that we've taken your your feedback seriously. Our goal is to ensure the best Consumer Service from all of our representatives, and we will continue to make sure that that the service we provide is as consistent as possible.
Thank you again for contacting Nintendo.
Sincerely,
Nintendo of America Inc.
Christie Hamilton
Thinking that this experience was a fluke, I called again just to make sure and got a different rep. This time the rep said that I'd have to pay $50 for it (discounted from $75). I then mentioned that I saw a press release saying that it would be repaired for free and the rep, without hesitation, told me that it is going to be covered under warranty.
I think this is deceiving and dishonest since it is a manufacturer defect and they know about it. They shouldn't be trying to hide it just to make a quick buck.
I'm going to write a letter to Nintendo about this.
EDIT: Well, it looks like it very well could have been a fluke. Call #3 landed me a CS who said it would be covered under warranty with no mention of the press release. Will do more calls later if I have time. Either way, I'm still going to write the letter...
Anyways, if you guys have time, here is the number : 18002553700. Option 2 and then Option 0.
UPDATE - RESPONSE:
Dear Mr. xxxx,
Thank you for contacting Nintendo regarding your recent Consumer Service experience. We are pleased you were able to get a resolution to your situation. Your system is currently in service and should be back to you soon. If you should have any questions, please call me at xxxx
We do apologize that your experience was not as positive as it has been in the past. Rest assured that we've taken your your feedback seriously. Our goal is to ensure the best Consumer Service from all of our representatives, and we will continue to make sure that that the service we provide is as consistent as possible.
Thank you again for contacting Nintendo.
Sincerely,
Nintendo of America Inc.
Christie Hamilton
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