[odhranus]

Here’s a very enjoyable read concerning Nintendo and their customer service department where one mother was suggested to just go ahead and bring a faulty Wii on into Nintendo’s repair facility for a speedy fix. Not only was it a fast repair, but the overall mood of the people working for Nintendo seemed nice and friendly as well! Why can’t more companies offer such delightful customer support?

…I called the Nintendo customer service telephone number, located right there on their web site (you would be surprised how many companies, and especially repair departments, don’t list their phone number on the web). The message telling me I had to wait for a CSR didn’t even finish playing before a rep was on the line. I explained my problem and she said she’d get me an RMA right away to get it fixed.

She asked for my phone number. I gave it to her. She did a bit of a verbal double-take and said, “Are you here in Washington?”

“I’m in Redmond, as a matter of fact [location of Nintendo of America’s campus],” I replied.

“Well then, let’s not bother with the RMA and the shipping labels and all of that. Just bring it on in to Nintendo,” she said.

…

The boy played games in the waiting area while I sat under the watchful eye of Mario. 25 minutes later I saw her emerge from the back room out of the corner of my eye, but I was watching the boy playing a particularly suspenseful level of Wario Ware Twist. She waited until she heard the “level complete” sound to get my attention.

In those 25 minutes, they’d transferred all of my Miis, friends, and saved games from the old console to a new one. She logged on to make sure my 500 points transferred to the shopping channel. She sent me out with a $0.00 invoice showing a warranty replacement of my Wii and a reset of the warranty clock, meaning the Wii I took home has 15 months of coverage from today, even though I bought my original one almost 3 months ago.