Nintendo of America Inc

To whom it may concern regarding Case Number [redacted], for [redacted] We spoke to [redacted] and were able to document his feedback regarding the New Nintendo 3DS. Should [redacted] have further questions or concerns, we hope he will call our Consumer Service Department at[redacted]. We are...

open every day from 6 am to 7pm, PST. Our goal is to provide outstanding service and when we fail, it's very important that we do what we can to come to a mutually satisfying resolution. We welcome your business and appreciate the opportunity to be of assistance.Sincerely,Nintendo of America Inc.Neil W[redacted]Consumer Support Advisor

Complaint: [redacted]I am rejecting this response because:    
 
business may contact me through email. Repeated attempts at contact through the provided number have failed & resulted only in being left waiting on hold for unacceptabke periods of time. 
Sincerely,[redacted]

To whom it may concern regarding Case Number [redacted], for Mr. [redacted].
We spoke to [redacted] on 11/19 and were able to come to a mutually agreeable resolution. Should [redacted] have further questions or concerns, we hope he will call our Consumer Service Department at 1-800-255-3700. We are open every...

day from 6 am to 7pm, PST. Our goal is to provide outstanding service and when we fail, it's very important that we do what we can to come to a mutually satisfying resolution. We welcome your business and appreciate the opportunity to be of assistance.
Sincerely,Nintendo of America Inc.Rebecca J.

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Sincerely, [redacted]

To whom it may concern regarding Case Number [redacted], for [redacted]. We spoke to [redacted] and explained that we could not replace their non-working disc-based game with a digital copy. We did, however, offer to replace it with a physical copy of the game.Should [redacted] have further questions or...

concerns, we hope they will call our Consumer Service Department at [redacted]. We are open every day from 6 am to 7pm, PST. Our goal is to provide outstanding service and when we fail, it's very important that we do what we can to come to a mutually satisfying resolution. We welcome your business and appreciate the opportunity to be of assistance.Sincerely,Nintendo of America Inc.[redacted]Consumer Service Senior Lead

We spoke with Mr. [redacted] and offered a resolution.  We believe that this issue is resolved to his satisfaction.

We've made multiple attempts to reach out to Mr. [redacted] regarding this complaint, both via phone and email, but we've been unable to reach him.  In reviewing the details of his complaint, though, we can confirm that the device he is claiming didn't arrive has a Nintendo Network ID linked to it...

(an action that must be taken on the device itself) using his email address and name.  The Nintendo Network ID was created and linked on 3/3/17, prior to him calling us to report the device missing.  As it is clear that the device is in Mr. [redacted] possession, we are unable to offer a replacement or refund.

We spoke with Mr. [redacted] and directed him to The Pokemon Company, since they are the manufacturer of this product.  Nintendo of America has no involvement in manufacturing or distributing this item.

To whom it may concern regarding Case Number [redacted], for Mr. [redacted]. We spoke to Mr. [redacted] and came to a mutually agreeable solution. Should Mr. [redacted] have further questions or concerns, we hope he will call our Consumer Service Department at [redacted] We are open...

every day from 6 am to 7pm, PST. Our goal is to provide outstanding service and when we fail, it's very important that we do what we can to come to a mutually satisfying resolution. We welcome your business and appreciate the opportunity to be of assistance.Sincerely,Nintendo of America Inc.[redacted]Consumer Support Advisor

To whom it may concern regarding Case Number [redacted], for Mr. [redacted]. We spoke to [redacted] and were able to resolve the issue of his missing package.
Should [redacted] have further questions or concerns, we hope he will call our Consumer Service Department at [redacted]. We are open every...

day from 6 am to 7pm, PST.
Our goal is to provide outstanding service and when we fail, it's very important that we do what we can to come to a mutually satisfying resolution. We welcome your business and appreciate the opportunity to be of assistance.
Sincerely,
Nintendo of America Inc.Neil W[redacted]

To whom it may concern regarding case # [redacted].
 
We spoke to [redacted] via email about this issue on 4/19/17. Our response
was the following:
 
-We are unable to provide repair options for a Nintendo
Entertainment system as it originally launched over 30 years ago. Since...

[redacted]
purchased the system through a third party auction site, our recommendation is
that he works with the seller and the website directly.
 
-The Nintendo Entertainment System: NES Classic Edition was not
intended to be an ongoing, long-term product, but we did continue to
manufacture it and ship it out to retailers through the holidays and early
2017.  As demand was high, it may have
been a difficult product to find, but as such we have no stock available to us
internally to send out to consumers.
 
Our ability to fulfill [redacted]’s request has not changed, and we
will not be able to provide him with an NES Classic Edition as the product has
been discontinued. 
 
Sincerely,
Nintendo of America Inc.
Rebecca J[redacted]
Consumer Support Team Leader

Complaint:...

[redacted]
I am rejecting this response because: I am not happy with the response from you guys.  You're repair places is who damaged my console in the first place.  They completely snapped the vent guard on the top of the switch.  But also every time I sent it so far they have not been able to fix the gap from the warping where the backing meets the console near the volume button.  I think that at this point I should be sent a new switch but if I can get the switch back this time without any imperfections caused by the repair shop I'll be happy but I also know you can't guarentee that since Nintendo has nothing to do with the company that fixes the consoles.   Also I do not accept because I was told that the repair company can try to say that the damage was not caused by them making it so they don't replace it when it clearly was.   I already don't trust these guys cause this is twice they sent me back a damaged console so why should I trust that they are going to make an honest call. Sincerely,
[redacted]

To whom it may concern regarding Case Number [redacted], for Mr. [redacted]. We spoke to [redacted] on 12/23 and came to a resolution.
Should [redacted] have further questions or concerns, we hope he will call our Consumer Service Department at [redacted]. We are open every day from 6 am to 7pm, PST....

Our goal is to provide outstanding service and when we fail, it's very important that we do what we can to come to a mutually satisfying resolution. We welcome your business and appreciate the opportunity to be of assistance.
Sincerely,Nintendo of America Inc.Rebecca J[redacted]Consumer Support Advisor

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]

I've attached images from our internal tools showing the original purchase transaction for each game and the corresponding refund.  The way our system works is that when a consumer purchases a game through the Nintendo eShop, it will show an addition of funds (line 51 in the Pokemon Y image and lines 53 and 55 for Minecraft Wii U Edition), then the actual purchase of the game license (line 50 for Pokemon Y and lines 52 and 54 for Minecraft Wii U Edition).  You'll note that on the far right side of each image it shows the amount of the transactions and notes when those transactions were refunded (9/8/16, around 2pm).  Please let us know if additional clarification is necessary.

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. However, I will not buy a New Nintendo 3DS XL and have no plans in the future to do so. Unless this decision changes, I can't support Nintendo at this time. This "business decision" is considered wrong and unacceptable because I shouldn't have spent money for a product that wasn't going to be available in North America to begin with. It's not fair for a company to scam consumers of their hard earned money when they bought accessories for the specific product already. I planned ahead of time as micro SD cards were discounted during Black Friday, so it makes sense to buy accessories beforehand when they are cost-effective. For the Amiibos, I bought them so I don't pay scalper prices later on as they are prone to scalping. I won't call to pursue a return on either as it's way past the refund deadline. It's fine that New Nintendo 3DS and the XL counterpart comes out in 2015, but don't wait later to announce that we're only getting one of the products when I bought the things I need for the regular sized version already. Even though the response is accepted, the matter still remains unresolved.Sincerely, [redacted]

To whom it may concern regarding Case Number [redacted], for Mr. [redacted]. We spoke to Mr. [redacted] on 5/2 and came to a mutually agreeable solution.
Should Mr. [redacted] have further questions or concerns, we hope he will call our Consumer Service Department at 1-800-255-3700. We are open every...

day from 6 am to 7pm, PST. Our goal is to provide outstanding service and when we fail, it's very important that we do what we can to come to a mutually satisfying resolution. We welcome your business and appreciate the opportunity to be of assistance.
Sincerely,Nintendo of America Inc.Rebecca J[redacted]Consumer Support Advisor

We've reviewed the various contacts we've had with Ms. [redacted] about the Monster Hunter Generations demo distribution, and can confirm that we have forwarded her feedback to the appropriate departments on two occasions.  In both contacts (one via phone and one via email) we stated that the...

feedback was being passed along as requested.  We have not neglected to respond to any of her inquiries, nor have we stated that we don't respond to consumer inquiries.
The specific questions Ms. [redacted] had about the demo distribution were about why we made certain business decisions (doing a limited early release demo promotion along with paid early access for charity).  Nintendo does not discuss business decisions like this, and will be unable to disclose why such decisions were made.  The only thing we can offer in this situation is to forward Ms. [redacted]' feedback along to the departments involved in promotions like this for their consideration.

hello yes I spoke to them yesterday and I got a shipping notice today for the replacement. it should be here sometime next week. if I have any issues I will let u know but all should be well. thanks for the help.

To whom it may concern regarding Case Number [redacted], for Mr. [redacted].
We spoke to [redacted] on 6/30 and came to a resolution. Should [redacted] have further questions or concerns, we hope he will call our Consumer Service Department at 1-800-255-3700. We are open every day from 6 am to 7pm,...

PST. Our goal is to provide outstanding service and when we fail, it's very important that we do what we can to come to a mutually satisfying resolution. We welcome your business and appreciate the opportunity to be of assistance.
Sincerely,Nintendo of America Inc.Rebecca J[redacted]Consumer Support Advisor