I’ve long given up expecting decent aftersales service from any company with more than twelve employees but this afternoon Nintendo have essentially taken then biscuit and ended up in territory previous only ventured into by the Mafia.
This isn’t what happened but I took what I was told and offered the following scenario to the Help Desk employee who confirmed it was true.
First off, forget trying to register your fault on the Nintendo website. That section didn’t recognise the serial number.
Also, when you dial the number given on the official Nintendo website make sure you have a pen handy to write down the new number as that old number, the one on the official Nintendo website, is no longer correct.
A good start, I think you’ll sarcastically agree.
Now let’s say you bought a Nintendo 3DS on the day of launch. You got it home, unpacked it (along with your paracetamol tablets to combat the headaches you’ll get) and you played it happily. Then on the thirty third day of ownership you accidentally lose the receipt. You know what I mean, the receipt. That little piece of paper which is really really really easy to lose. The Sales of Goods Act states that when you return an item you DO NOT have to provide a receipt. You know all those signs you see in shops saying, “Refunds only given with a receipt.” Well they’re all illegal. Just so you know.
Anyway, on the thirty forth day of ownership your 3DS breaks down. You can’t take it back to the shop (it’s been longer than a month) so you contact Nintendo.
Are you ready for this?
Your item is considered out of warranty. Even though you bought it on release day, even though the date of manufacture is well under the twelve months, Nintendo say that without a receipt they will consider that you bought your item second hand and that the warranty is only for the first owner. If you say “I am the first owner” Nintendo basically say, “You’re a liar.”
Now I am sure this is against the law but if anyone with more knowledge of the Sales of Goods Act can clarify this I’d be grateful. I’m sure the warranty is twelve months no matter how many owners it goes through and either way, I’m almost certain that it’s not up to the buyer to prove first ownership.
But you’re probably sitting there thinking, “I keep all my receipts this doesn’t apply to me.” Well you’d be wrong. You see if you do happen to send your receipt and item to Nintendo it then goes to a Nintendo engineer who decides if the fault is caused by “operator error”. Well, we can all guess how unbiased that would be, can’t we?
Don’t get me wrong, I understand that if an owner bashes an item about or misuses it then the company shouldn’t have to foot the bill. However, I was told that, “repairs on the game slot are very rarely covered as this is usually down to operator error”. Consider that? Users constantly insert and eject games in the game slot. It’s altogether possible that through no fault of the user that this slot gets damaged purely through over use. Yet Nintendo, to quote their employee, “very rarely” cover faults with this.
I’m a firm believer that we should be “informed consumers”. We should get at much information as possible about an item before deciding if we should buy it or not. So, it’s worth bearing in mind if you decide to buy a Nintendo product and it goes wrong that you can’t register it on the website, they can’t put the right phone number up on their website, you better have the receipt to hand and you better hope that a Nintendo engineer deems it the fault of Nintendo and not you.
Consider yourselves informed.