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Nintendo Wii U

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Xevious

Xevious

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Posted

If there's one thing I genuinely can't stand it's bad customer service, And I'd rather write off the money than deal with a company that's more interested in getting more revenue from you like this. If they can't see where the fault lies and fix it their end then they lose a customer.

But they've not lost a customer, have they? If anything they've gained a console.

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rafaqat

rafaqat

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Revival, I'd offer that console up here for £50, I'm sure there' plenty in this thread happy to pay Nintendo that to get a fixed console if you're THAT ready to chuck it all away.

I can understand not wanting to deal with Nintendo ever again. But saying "keep the console" is nuts!

Ask for it back unrepaired even and sell it on!

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Revival

Revival

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It's the principle matey. I don't want Nintendo to profit from their terrible customer service. Why should I put a system out there for other people to buy games on and for Nintendo to profit again?

If he refuses the repair Nintendo will ship it back to him, unrepaired anyways, they won't keep it.

And I'll just refuse the delivery and return to sender.

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rafaqat

rafaqat

Posted
Posted

It's the principle matey. I don't want Nintendo to profit from their terrible customer service. Why should I put a system out there for other people to buy games on and for Nintendo to profit again?

And I'll just refuse the delivery and return to sender.

Tell you what. I want a Wii U. I'll buy it off you for £50 and give another £50 to a charity of your choice. :)

Edit: Just re-read your first line. Fair enough if you don't want Nintendo to make further money on it.

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Sprite Machine

Sprite Machine

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Unfortunately they seem to have a web based system (online and on the phone) where their employees are all reading a pre-determined script.

See also: every phone support service I've ever used in the last ten years. :(

That said, if you're telling them they've lost your documentation, they should be able to escalate that to a higher level, surely? It's not a complex issue of judgement involved here - the facts are the facts. Are they basically telling you "no, you're lying"? :huh:

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NEG

NEG

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Definitely distressing if they don't even bother reading letters sent with consoles, I've been thinking about sending my 3DS in for a while now (stripped one of the back cover screws so now doesn't fit properly, okay but rubbish for resell down the road) but half expect them to charge a crazy amount. Also take 2 months. Also lose all the data.

Also piss on it.

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Wistful

Wistful

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Believe me I've tried, Unfortunately they seem to have a web based system (online and on the phone) where their employees are all reading a pre-determined script. I sent in the proof of purchase plus a personal letter with the system in an envelope I sellotaped to the bubblewrap I sent the system in and they claim to have no records/proof of purchase with it so clearly their customer service has zero care with any documents you send in.

If there's one thing I genuinely can't stand it's bad customer service, And I'd rather write off the money than deal with a company that's more interested in getting more revenue from you like this. If they can't see where the fault lies and fix it their end then they lose a customer.

Surprised to read Nintendo are so bad. Awful.

I wouldn't worry about being within one year. We Europeans have two years on electronic goods don't we? Anyone who pushes this fact seems to get somewhere.

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Yoshimax

Yoshimax

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Thinking of getting a wii U next week, especially since I got given pikmin 3 as a gift for xmas... it was on my amazon wishlist and, even though the console was on there too, the people obviously didn't realise the wii U is its own console.

So, anyway, are there any special offers or promotions I should know about?

£179.99 for a premium with Nintendoland?

http://www.rllmukforum.com/index.php?/topic/276727-wii-u-premium-l17999-argos/

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MojoChin

MojoChin

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I had to send my Wii U back a few months ago, kept losing connection to game pad, and I have nothing but good things to say about the service. Postage label printed off and from door to door it was returned to me within a week. I don't see what Revival's issue was with the phone service, but I have nothing but good things to say about it. I have spoke to them a few times and they've been great. I am sure you can get somewhere with simple discussion. The email was a standard email that will be resolved with a few words.

You should stop being such a child about it and explain to them the circumstances, or just get them to return it. Personally, I'd even pay the £53 before getting them to return it, never mind telling them to keep it! You're a bit of a mental aren't you?

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JPickford

JPickford

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Don't think he's being mental if he contacted them about it being broken while it was in warranty. Wouldn't be too pleased to be landed with a £53 bill because they couldn't be bothered to reply to me in the warranty period.

It's just a matter of escalating it till you speak to someone with the authority to sort it out. Daft to give up like that.

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MojoChin

MojoChin

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Don't think he's being mental if he contacted them about it being broken while it was in warranty. Wouldn't be too pleased to be landed with a £53 bill because they couldn't be bothered to reply to me in the warranty period.

That's not the issue. The issue is he would rather just give them his machine than try to escalate it up the chain to get the £53 waived, which it inevitably would. That's the mental.

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CheekyLee

CheekyLee

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Nintendo phone support is actually outsourced, and is handled by Serco. The person you speak to will literally have nothing they can do. Serco like to put people on the phone with minimal training, and remove any tools that the agent might have access to that would make their job smoother in any way. Or, at least, that's how it was when I took calls for Sky with them. (Several times, I had to call someone who worked for Sky directly and tell them how to do the thing that I wasn't allowed to.)

Be calm, be patient, but be firm. The first person you speak to can't help you, and quite possibly anyone they transfer you to won't be able to, either. So, immediately, you need the person who answers to call you back. Then, they need to put you on hold, you'll wait, too get their manager to speak to you. Don't accept a call back, wait on hold for as long as it takes. Stats and KPIs matter in these instances, and an agent who can't take calls because a customer is on hold for an hour causes many furrowed brows, and sometimes even mild panic. Managers in call centres get to have that job because they are good at sales, not at customer service, and so they inevitably cave in to the caller's demands. I've seen this in action so many times, when I know for certain that the customer does not deserve any compensation but the coward manager agrees to their ridiculous demands anyway. And, you have a genuine reason to have your charge waived!

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Revival

Revival

Posted
Posted

Amazing Revival huff there.

Oh it's my resident internet stalker. Quelle surprise.

Thanks for the advice to the guy's that actually care, But it's just not worth the hassle and I shouldn't have to escalate it if their system worked to begin with.

The fault was non stop flashing red power light when trying to turn it on. It was pretty unreliable for the last 6 months but stopped working entirely mid December. I noted all of this in the online report and in the letter which they subsequently lost/couldn't be bothered with/Luigi ate it.

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b00dles

b00dles

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Tbh, the service he got doesn't sound very different to numerous out sourced call centres I've spoken to. I found that Nintendo were actually very clear about what was going to happen when I enquired about my 3DS, luckily for me it somehow reparied itself but it seems totally unnecessary to stop now and pout.

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