nintendo wont repair under guarantee

travispickle

hi

I purchased a Nintendo ds at xmas for my son. a month ago he was unable to switch it on so I contacted Tesco who I bought it from. they arranged postage to Nintendo to have it looked at. it's just been returned by nintendo, unrepaired, with a covering letter that says "the Nintendo consumer warranty does not cover 'the product if it has been opened, modified or repaired by any person other than nintendo' ".

as we haven't had it modified by anybody I phoned Nintendo to find out what exactly they meant. unfortunately they were particularly unhelpful and "weren't at liberty to explain further".
I then phoned tesco to complain to them and they insisted that there's nothing they could do if that's what Nintendo has said. the girl from Tesco phoned Nintendo on our behalf but she also failed to get an explanation.

so, as far as Tesco and Nintendo are concerned that's that! £235 down the drain.
any suggestions/help please

waamo

You say it hasn't been modified. What about opened or repaired?

travispickle

in order to return it to Nintendo I had to open it (as per their written instructions) in order to remove the sd card

wealdroam

travispickle wrote: »

in order to return it to Nintendo I had to open it (as per their written instructions) in order to remove the sd card

What is the exact model of Nintendo DS?

Did you follow this process: How to Remove an SD Card or microSD Card

[Deleted User]

travispickle wrote: »

in order to return it to Nintendo I had to open it (as per their written instructions) in order to remove the sd card

Why did you remove this card? I'm certain Nintendo won't have written to you directly telling you to remove it?

mije1983

If the OP has a newer design DS, then you need to unscrew the back cover to get to the SD card slot.

travispickle

it's a 3ds xl. small screwdriver to remove 2 screws on the back of the console

[Deleted User]

travispickle wrote: »

it's a 3ds xl. small screwdriver to remove 2 screws on the back of the console

By doing this, you may well have broken seals put there deliberately by the manufacturer to prevent modification. Breaking these seals does indeed invalidate your guarantee.

Were you provided with written personal instructions to remove the card prior to sending it to Nintendo?

wealdroam

Moneyineptitude wrote: »

By doing this, you may well have broken seals put there deliberately by the manufacturer to prevent modification. Breaking these seals does indeed invalidate your guarantee.

Were you provided with written personal instructions to remove the card prior to sending it to Nintendo?

Don't be silly.

Removal and replacement of the SD card is a user operation.

It is described in the user's documentation, and is featured on that Nintendo webpage I linked to earlier.

mije1983

Moneyineptitude wrote: »

By doing this, you may well have broken seals put there deliberately by the manufacturer to prevent modification. Breaking these seals does indeed invalidate your guarantee.

Were you provided with written personal instructions to remove the card prior to sending it to Nintendo?

It's designed to be user accessible (although why they couldn't put in on the outside and make it easier to get at is another question!). There are instructions on the Nintendo website on how to do it. All you can access is the SD card and battery.

There is then another layer which is screwed down, and it is under that where the inner components are located.

travispickle

Moneyineptitude wrote: »

Why did you remove this card? I'm certain Nintendo won't have written to you directly telling you to remove it?

when you say you're 'certain'...

When you send the console in, please follow these instructions:

• Ensure any games have been removed from the console.
• Remove the stylus from the console.
• If you are comfortable with doing so, also remove the SD card from the console.