I am now writing the following as a memory protocol, because the “recording for training purposes” is of course not available to us and the customer himself has waived it for purely legal reasons. So I am writing freely and in my own words:
Customer: Why does the guarantee/warranty not apply? (Customer has played dumb)
Nintendo: Because liquid damage is not covered by the guarantee/warranty.
Customer: Why didn’t the faulty console be repaired? After all, it is fully functional except for the detection of the right Joy-Con.
This question was professionally and rehearsedly evaded, so despite a torrent of words peppered with technical phrases, no answer was given.
Customer: If I decide to replace the product, what will happen to my defective console? When will I get it back, because it still has my data on it?
Nintendo: It will of course be disposed of properly.
Customer: Excuse me? I paid over 300 euros for this console, I get an offer for a used replacement console for almost 200 euros and I don’t even get my defective property, which I paid for in full, back? Are you serious?
Nintendo: Yes, these are our regulations and terms and conditions. We are not allowed to return customers’ defective products to you in the event of an exchange, but must retain them.
Customer: Then a replacement console would cost me a total of over 500 euros if I were to include the defective one that you supposedly have to dispose of professionally. Is the replacement device then a new console?
The support team didn’t understand this train of thought or didn’t want to/wasn’t allowed to understand it. Here, too, the behavior seemed rehearsed, because it sounded like a text module read off a piece of paper. There was no answer as to whether it was a new device, but instead this explicit question was completely refused.
Customer: (Politely) Then I refuse the repair or rather the replacement of the product and ask for my property to be sent back to me.
Nintendo: We will be happy to do this for you. You will shortly receive an e-mail confirming the rejection of the repair. Your defective product will then not be repaired and will be sent to you. End of the phone call.
The console was returned safe and sound on 25.04.2024
Why Nintendo sells the consoles twice
You really have to let that melt in your mouth! You pay over 300 euros for a Switch and then buy a refurbished used console (from another customer) for another 200 euros in the event of a “repair”, so the bottom line is that you pay 500 euros for a device. The console retained in accordance with the instructions and “rules” is then “professionally disposed of” by repairing it and offering it to the next customer as a replacement product for another 200 euros. However, this in turn proves that the consoles could be repaired inexpensively if the company wanted to, but it doesn’t even try to do so with the customer with a specific intention. On the contrary. Cheekiness wins the day.
And we’ll see on the next page what was really defective, how cheap the repair was and that Nintendo obviously didn’t even have the device open, not even the second time. What was the point? Because it certainly wasn’t even intentional. On the same day, the defective console and its original accessories were sent to a friend who has a clever mind but not two left hands. Let us be surprised!
The whole correspondence with Nintendo’s customer service department is now a thing of the past for the customer. The only positive thing that can be mentioned:
- No long waiting times
- There were no additional costs for the customer (apart from a little gas money for delivering and collecting the parcels).
The time spent on the written complaint and the telephone call was not taken into account and the birthday was also benevolently deducted. At Nintendo, the supposed transportation fairness is already included in the 200 euros of the other potentially service victims.
Nintendo Switch OLED schwarz/blau/rot (10007455)
![]() | Lagernd im Außenlager, Lieferung 2-3 WerktageStand: 16.07.24 09:57 | 308,99 €*Stand: 16.07.24 10:00 |
Berlet.de | Auf Lager - Lieferung in 1-3 Werktagen | 309,00 €*Stand: 16.07.24 09:08 |
![]() | Lagernd im Versandlager - Lieferzeit 2-5 Werktage | 319,34 €*Stand: 16.07.24 10:00 |
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