APPALLING service from Nintendo customer service!!

krissy08

Hello guys,

Please help all advice welcome.

I purchased a Nintendo wii package-console, board and 2 games on the 20th of December 2010.
The Wii remote developed a fault and I contacted the warranty line on the 13th of June 2011 as it is within my 1 year warranty.

I was sent a free post label and sent my black wii remote back for a replacement or repair. Nintendo confirmed receipt of this wii remote on the 17th of June. I heard nothing and made several calls to Nintendo (about 25 now and counting), I was told they were waiting for black remotes to be delivered from Germany. The customer service agents were very disinterested and seem to think that answer should suffice and couldn't understand why on the 2nd of July I was getting upset.
I was advised to contact my retailr for an exchange, contacted tesco but they were out of single remotes.

On the 5th of July I was offered a blue remote (which wouldn't match the set I have) I agreed on the condition that it would be changed for a black one when stock arrives. I was told this wouldn't be possible and reluctantly I agreed to the mismatch exchange.
On the 11th of July I was told by email that a blue wii remote would be sent out within 2-3 working days except this never happened.

The manager CM promised I would receive my replacement remote during the week ending 22/07/11, along with a complimentary bag of nintendo godies and a new 12 month warranty from date of receipt but again this never happened. have sent about 25 emails and I am completely at my wits end please help. I have a record of all email exchanges and a recording of a voice message left on my phone assuring me I would receive it last week.

Consumer direct have advised me to write in using their template letter giving them 14 days, which I have done. Any further advise welcome, I cannot believe how appalling the CS is, I can't believe a company here in the UK would actually do that.

Many thanks:mad:

Techhead_2

The second of july is two weeks after June 17th. A little bit early to have been so upset. Have you put anything in writing?

krissy08

I have just done so but could only find a PO Box address, so nothing I could send to, to have it signed for.

I didn't realise 2 weeks was too early to get upset about not hearing a word. Usually items I have had problems with, which were within warranty, were dealt with really quickly. I had to call to check they had received it because I heard absolutely nothing.

Guess I should just sit and wait for my letter to take effect?

Keith

Send it recorded to the PO Box number.

krissy08

Gosh, I typed that in a hurry, typos now corrected. Goodness knows how you made sense of it. I will do as you suggest, thank you.

marywooyeah

yes that does sound bad I can see why you are annoyed - let us know how you get on when you recieve a reply.

pmduk

Did you buy it direct from Nintendo? If not it's the retailer that should be sorting this out rather than you.

krissy08

I bought it from Tescos, but I bought it in December.

They were quite helpful and said if I retrieved it from Nintendo they could give me another if they have stock. A very big if.

I have been calling Tesco and each time, it's out of stock. I don't really want to retrieve it from Nintendo only to not be able to get it from Tesco.

They say I have to bring the fauly one in you see. I gave them fourteen days in my letter as advised by consumer direct so the countdown has begun.