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Nintendo's Customer Service is Absolutely Terrible

2

213372bu

Banned
So, I've been waiting since Mario Kart 8's release for an email back from customer support. Why?

I've been trying to receive the free game that was offered with my purchase of Mario Kart 8. I figured, I would just go to the Club Nintendo site and just easily choose what game I wanted and that all I would have to do besides downloading the actual game. Turns out I was wrong.

As soon as I downloaded Mario Kart 8 from the eShop, I was able to acquire the $5 credit from the Wii U Digital Deluxe deal and I assumed that it would also mean that it would register in my Club Nintendo account. However, upon entering the Club Nintendo site I find that my account doesn't even have Mario Kart 8 registered. I have my Wii U tied to my Club Nintendo account and the Wii U Digital Deluxe site, yet it seems that my purchase just doesn't show up, regardless of the fact that my previous purchases show up just fine.

I decided to email Nintendo via their customer service section and was surprised to they even had my inquiry "stickied" to the top. As I read on, I find that the FAQ basically just sums up to "you should just have it if your account is registered." Upon clicking on the "Was This Helpful?" button on the bottom I wrote that the information actually didn't help with my concern at all and wrote out the issue I was experiencing. Unfortunately Nintendo doesn't have the foresight to allow customers to insert their contact information, so my submission of the problem would probably just be read and quickly tossed.

After digging around I actually got into finding a way that I could send a message to Nintendo about my problem and dictate what issues I was experiencing and what game I'd like to have. Upon filling it out and sending it, I'd assume they'd at the very least send me a confirmation email showing that they actually got my message and would work to addressing my concern.

Nope.

One week later and I have yet to receive any email from Nintendo, not even automated, nor have my issue in question resolved.

Then I remember, this is exact same thing happened back when my first DS's top screen display went completely black. It took me a month of constant phone-calls with employees who had no idea of how the company worked, redirections, and emails until I finally gave up and went out and bought a new DS.

Do you guys have troubles with Nintendo's Customer Service? Does anyone else know any other ways I can get my issue resolved?

Edit: It actually seems now that the FAQ links to the customer service contact form now. That's a plus.

Super Edit :
KQGiwuW.png
image of it registering on my Digital Deluxe account with it stating it was an eShop Purchase.
 
From what I've heard, you're bound to get much easier solutions if you call them instead of e-mailing them, but I don't know if that'd be feasible for you (if you're not in the US/Canada for instance).
 
NoRéN;115070662 said:
Do you have access to a phone?
Click to expand...

I actually have been calling. All that's been occurring is phone-call conversations that lead me nowhere and basically sum up to "call this extension next time" or "try back tomorrow."
 
Calling is easier. they're customer service is actually great. as for how you were unable to properly link your club nintendo account to your nnid before your eshop purchase... that's kind of your fault. if it's "not showing up" just call them and keep at it. be patient. shit happens.

213372bu said:
I actually have been calling. All that's been occurring is phone-call conversations that lead me nowhere and basically sum up to "call this extension next time" or "try back tomorrow."
Click to expand...

literally zero useful information in here. to what did they say "try back tomorrow." did they mean check your club nintendo account page tomorrow? call them back tomorrow? it's unlikely that they can't help you with this particular situation that you're describing.
 
I disagree with your overarching statement cause I've had nothing but good support from them but sucks that happened.
 
213372bu said:
I have my Wii U tied to my Club Nintendo account and the Wii U Digital Deluxe site, yet it seems that my purchase just doesn't show up, regardless of the fact that my previous purchases show up just fine.
Click to expand...

I assume you are talking about NNID, right? And you bought the game on eshop on the NNID linked to the Club Nintendo account? Or you linked the NNID after you made the purchase?
 
Bummer about your experience. I emailed them recently and it took them about a week to get back to me, so hopefully you'll hear back soon?

My one experience with Nintendo Customer Service has been great. I ordered a refurbished Wii Remote Plus, and the MotionPlus sensor was defective. They sent me a replacement, and when the replacement had the same problem, they had me send in both for repair. I just got the new controllers in the mail today, and they work great. I will note that when I emailed them, they just told me to call, so it's weird that they haven't been helpful when you called.
 
I've always heard good things about their customer service. I've only had to call them once though and the representative was extremely professional. I remembered calling Sony recently and felt like I got put on the line with an 18 yr old who just finished getting blazed. I'd still take either of them over Valve's customer service. I could drive to their headquarters all the way from NC and probably get faster service than using their terrible ticketing system.
 
KingSnake said:
I assume you are talking about NNID, right? And you bought the game on eshop on the NNID linked to the Club Nintendo account? Or you linked the NNID after you made the purchase?
Click to expand...
The former, according to the faq it should've been fine. My NNID is registered and my eshop purchases does show on my club Nintendo account
 
When this happened in EU with the Pikmin 3 GAME code business, Nintendo Europe were bros and manually fixed it, when the early download meant the game didn't count towards our Digital Deluxe promo points due to registering it early + possibly not getting the Wonderful 101 promo discount.

After that though they've been pretty firm that if you want your digital deluxe points or general promo freebie downloads. You buy from midnight or direct from the eshop.

You brought digital direct from eShop so assume you didn't do anything wrong, specially as your Wii Premium account actually does recognise the game. But it does seem like an unusual issue.

I can't quite tell from your post, though you mention having $5 credit from your premium, was that just from MK8 (ie. are you a new WiiU owner?) or had Wii U purchases register cross-account at all?
 
I made the mistake of not signing up for Club Nintendo until last weekend, after I'd bought Mario Kart and also over 70 other digital games on my WiiU and 3DS. The 3DS didn't register and none of my games were registered either because I had bought them before signing up. So I called Nintendo's customer support, and they were fantastic. The first call was close to the end of their closing time for the day, and the lady stayed on the phone with me over a half an hour after everybody else left, in order to get all my WiiU games registered. She was pleasant and nice to talk to the whole time, even while you could hear somebody vacuuming in the background. The second time I called (because I didn't have my 3DS serial number so I couldn't register that system or its games) the guy was just as pleasant and helpful. They both took the fact that I had just doomed them to an hour of menial labor with grace and good cheer. I joked to each of them that I would send them a fruit basket as a token of my appreciation, and I'm actually thinking about it. My experience was so different from my experiences with other customer services (*cough* Verizon *cough*) that I almost feel like I owe them payment or something.
 
That's a bummer and hopefully it gets fixed.

But have to comment that I've also never had any problems with their customer service, whether the length between emails or finding out how to contact them. The only time they haven't been helpful was when I called to complain about things they couldn't fix, like how NSMBU shares three saves across all twelve users on the system.
 
Taxman said:
I made the mistake of not signing up for Club Nintendo until last weekend, after I'd bought Mario Kart and also over 70 other digital games on my WiiU and 3DS. The 3DS didn't register and none of my games were registered either because I had bought them before signing up. So I called Nintendo's customer support, and they were fantastic. The first call was close to the end of their closing time for the day, and the lady stayed on the phone with me over a half an hour after everybody else left, in order to get all my WiiU games registered. She was pleasant and nice to talk to the whole time, even while you could hear somebody vacuuming in the background. The second time I called (because I didn't have my 3DS serial number so I couldn't register that system or its games) the guy was just as pleasant and helpful. They both took the fact that I had just doomed them to an hour of menial labor with grace and good cheer. I joked to each of them that I would send them a fruit basket as a token of my appreciation, and I'm actually thinking about it. My experience was so different from my experiences with other customer services (*cough* Verizon *cough*) that I almost feel like I owe them payment or something.
Click to expand...

JennyTablina said:
When this happened in EU with the Pikmin 3 GAME code business, Nintendo Europe were bros and manually fixed it, when the early download meant the game didn't count towards our Digital Deluxe promo points due to registering it early + possibly not getting the Wonderful 101 promo discount.

After that though they've been pretty firm that if you want your digital deluxe points or general promo freebie downloads. You buy from midnight or direct from the eshop.

You brought digital direct from eShop so assume you didn't do anything wrong, specially as your Wii Premium account actually does recognise the game. But it does seem like an unusual issue.
Click to expand...

family_guy said:
I've always heard good things about their customer service. I've only had to call them once though and the representative was extremely professional. I remembered calling Sony recently and felt like I got put on the line with an 18 yr old who just finished getting blazed. I'd still take either of them over Valve's customer service. I could drive to their headquarters all the way from NC and probably get faster service than using their terrible ticketing system.
Click to expand...
Guess I'm alone on this one. I will update you guys if anything changes on the situation.
 
213372bu said:
Living in 'murica.
/
As to the post above I wrote that I eventually found it and that it was later added to be included in the FAQ. I was referencing the "was it helpful" button
Click to expand...


Ah, ok. Yeah, that's not a contact form, just asking if your question was answered and asking for feedback.

I've only ever contacted them twice, once via email and another time by phone. Email was answered in a day and the other by phone was immediately resolved.
 
Sorry to hear that OP.
I've only had to deal with their customer Service once (For the Fire Emblem/SMT eShop credit promotion).
They solved my problem right away and were super friendly during our email exchange.
 
Pro tip: if you want a fast solution, call, don't email. Live inquiries will always be better than protracted message exchanges.
 
jooey said:
My One Bad Experience Means the Whole Thing Sucks
Click to expand...
Im sorry?

I've had two bad experiences with them and was just wondering if anyone else had experienced this, and if so, how I could resolve my issue.

Im pretty sure I can form an opinion based on what I've been through.
 
I've called them a handful of times over the years and the support has always been excellent. For safety reasons they will only provide support for basic issues over email, anything account or warranty related you will have to call or they will not help you.

Sounds like the OP is avoiding the phone. The only time they say to call back is when you call after hours for their support department. Call during hours and explain the issue in one simple clear sentance and they'll will easily fix it.

The only negative I have with Nintendo support is the quality of their refurbished hardware. (Its terrible).
 
213372bu said:
Im sorry?

I've had two bad experiences with them and was just wondering if anyone else had experienced this, and if so, how I could resolve my issue.

Im pretty sure I can form an opinion based on what I've been through.
Click to expand...

Can you give us more info about the phone calls?

When you say it didn't show up on your Club Nintendo, what do they say?
Why do they say call back later?
 
213372bu said:
Im sorry?

I've had two bad experiences with them and was just wondering if anyone else had experienced this, and if so, how I could resolve my issue.

Im pretty sure I can form an opinion based on what I've been through.
Click to expand...

if you are interesting in forming an opinion and complaining in a forum thread you created, then you're doing well.

if you are interested in resolving this issue to your satisfaction, then you've posted about your problem/experience and have already received the necessary information needed to achieve the result you expected and want(ed).
 
The only time I had to contact them to swap Pokemon X code for Y, from the 2DS Club Nintendo offer, they did it right away with no hassle.
 
Unfortunate. They definitely don't like emails, they always ask me to call them. Never had a problem when calling though, always nice and to the point (Portugal).
 
urfe said:
ACan you give us more info about the phone calls?

BWhen you say it didn't show up on your Club Nintendo, what do they say?
CWhy do they say call back later?
Click to expand...
Im on mobile so I'll just label your questions.

A My phone calls basically are me discussing my issue while they eventually say my issue is unique as it actually registers to my Digital Deluxe account.

B They told me I need to speak with a certain representative via some backdoor extension. When I call that number he hadn't been available to talk with

C The first two times they said U was unique and they couldn't help me. I finally can soak directly to an associate but they haven't been available
 
1 year ago I had to send back my Wii U because the Wii Mode wasn't working at all. Called them and it took 30 mins overall, guy was cool and all.
I never send email to customer service because I know it's always BS, for any company really, they'll either redirect you to their website FAQ or tell you to call them.

So OP, call them if you want to fix it.

edit: tell them how long you've been trying to get your issue resolved and how frustrated you are, that should do the trick.
 
That definitely sucks.

However, my last brush with their customer service was, to be quite honest, amazing.

I had ordered a series of Nintendo posters as my Club Nintendo reward a while back (Something like a year), and have never received them. I found an area of my account that claimed they were sent, but they must have been lost in transit as I never received them. An e-mail to customer support was returned in about 48 hours, and new posters were sent a few hours later, no additional questions asked. Mind you, the posters in question weren't even available anymore, and hadn't been for many months. I received them just fine. The whole thing went far more smoothly than I ever imagined.

Comparing it to something like Best Buy, where I called last week and was transferred literally 7 times, and sometimes back to someone I had already spoken to, as reps kept passing the buck on whose responsibility it was to address my problem. I hung up when I was transferred to a local store who they somehow suggested could fix my BestBuy.com order.

You never know. Sometimes you get lucky with these things. Sometimes you get very, very unlucky.
 
I've tried calling them twice today to hope to get this finally settled in.

They've been "too busy" to handle my call and I guess there is no way for me to be put on some type of Queue. The only support there is are redirects to the tech line if your Wii U is dying or they suggest you try using their tech forums if I'm experiencing an issue.

Will try calling in an hour again, but why is it that I can't even be listed onto a Queue?
 
Wow I can't believe how bad they've been. I've dealt with them before and I've always gotten what I wanted within a minute or two. I thought they were way better than Sony's CS and better than MS as well.
 
OP, did you click the "Account and Coins" link on the right hand side of the Club Nintendo site?

When I entered the PIN for Mario Kart 8(retail) on the site, I got an error during the first survey, but I couldn't add the PIN again, and didn't receive my free game. Clicked on that link and I was able to do the first survey again, and then get my free game code.
 
lamaroo said:
OP, did you click the "Account and Coins" link on the right hand side of the Club Nintendo site?

When I entered the PIN for Mario Kart 8(retail) on the site, I got an error during the first survey, but I couldn't add the PIN again, and didn't receive my free game. Clicked on that link and I was able to do the first survey again, and then get my free game code.
Click to expand...

I actually got it over on the eShop. When I go to account & coins, it doesn't even display Mario Kart 8 at all. For some reason, it certainly pops up on my Digital Deluxe account automatically. I'll try updating OP with an image as soon as paint.net finishes installing.

Edit: Just updated OP with image of it on my Digital Deluxe account.
 
Finally got in another call in to Nintendo's Customer Service line seeing as the "backdoor" line wasn't working at all, as far as getting a representative to talk to me.

I started attempting calls around 3:40 for every ten or so minutes and was finally able to get a call in at 450.

After being put on hold for about 20 minutes I was able to speak with a gentlemen and the same-old, same-old conversation was occurring. The call itself was horrible as he and I had to repeat ourselves due to some others talking at a volume louder than his in the background.

He puts me on hold for another 15 minutes

He told me that he would leave a ticket to the "backdoor" in my account and did verify that my case was unique as he could see the game on my NNID and Digital Deluxe, yet not on my Club Nintendo.

I calmly explained to him that I have been calling and emailing them and that I haven't been getting anywhere and that others have been able to get quick and concise responses and that my dealing with the "backdoor" have been abysmal.

His
snarky
response: " Well, don't worry I'm sure you'll get your free game soon, you have until July to register, go play your Mario Kart if you want to play a game."

Me:" Umm ok, I hope you have a good day."

Him:"Yeah, bye."


I didn't even get to get his name so it's not I can really do anything about it, but wow. I have dealt with Customer Support multiple times through Microsoft,Sony,Amazon, and Virgin Mobile and they have all been a godsend, even in situations in which they couldn't help. Nintendo is the last place I would expect to have such bad Customer Service.

So, I guess that was an hour long call that got me absolutely nowhere.

TL;DR : "Backdoor" is the worst gaming term confirmed.
 
Figured I'd update this thread rather than making a new thread.

So, eventually I got the problem in the OP fixed a couple days after the thread popped up.

But... it looks like I'm in the same predicament yet again.
--
So, I called Nintendo last week and asked if they could transfer my NNID, Club Nintendo info, and e-shop purchases from my missing 3DS XL to my newly bought 3DS XL.

I was surprised to get on the line with someone quickly stated that they would have it fixed and that they would email when all was said and done. A few days later, I get an email saying that my content was transferred and that my Club Nintendo/NNID had been erased off of the previous 3DS and was currently able for use on my new 3DS.

After successfully trying to link my 3DS to my old NNID, I was prompted to enter my Club Nintendo and was surprised to see that it was "currently in use" and not able to link to my 3DS. After I skipped the Club Nintendo linking, I went to go check and see if I was eligible to download my previous purchases. Nope.

I figured the whole thing was a bug/the request hadn't fully gone through, so I decided to wait a week. Fast forward to today, and nothing has changed. I call Nintendo Customer service at noon, and they affirm me that they will resolve the issue. About 3-4 hours later, I get an email giving instructions to link my NNID and closing with a "we consider this issue resolved." Despite this, I tried to link my Club Nintendo again, and my NNID which they unlinked again, and simply couldn't go through with it.

I call Nintendo again, this time forwarding to Club Nintendo and not 3DS Data/Product transfer. After explaining the entire situation they say they can resolve it and will email me with results. About a couple of hours ago, I got the very same email mentioning my NNID and once again stating that my issue had been fully resolved. I immediately call back and am put on hold all the way up until their 7 pm cutoff where a rep informs me that nobody will be able to take my calls today.

Tomorrow, I'll be asking for somebody higher-up to get this a bit more sped up, but Nintendo's CS simply has plagued me.
 
never had an issue with their customer service, it was great when i had to deal with them. Funny thing is i'm having the same issue you are with Microsoft however...
 
Strange, we hadn't used our Wii U for like a month and upon trying to boot it up found out the HDMI was fried. Wouldn't output a signal... so I tried a bunch of shit to see if I could fix it.. no dice.. wife called Nintendo.. they had us try a few things.. had us send it in and had it fixed in like a week, free of charge.

Best experience we've had with any problem like this in the past that wasn't named "return fucking thing to Costco and get money back".
 
213372bu said:
I call Nintendo again, this time forwarding to Club Nintendo and not 3DS Data/Product transfer. After explaining the entire situation they say they can resolve it and will email me with results. About a couple of hours ago, I got the very same email mentioning my NNID and once again stating that my issue had been fully resolved. I immediately call back and am put on hold all the way up until their 7 pm cutoff where a rep informs me that nobody will be able to take my calls today.

Tomorrow, I'll be asking for somebody higher-up to get this a bit more sped up, but Nintendo's CS simply has plagued me.
Click to expand...

I have never ever had any real trouble getting a rep on the phone. When are you calling?
 
Conveniant time for a bump since I just had issues with them. Once again.

This time I (stupidly) didn't register my free game from buying Mario Kart 8 and now the code is expired. I emailed them and they said there's nothing they can do about it and that it was well advertised that the codes expired. Ugh. I knew there was an expiration date on when you could still receive a code, I didn't know the actual code itself would expire.
 
Add me to the camp of Nintendo CS is best CS.

They really are great, and I find any problems are very rare, it does help in my case that I DO luckily have a local repair shop in the city so I can bring it to them and back on foot so I never deal with shipping issues.
 
VGChampion said:
Conveniant time for a bump since I just had issues with them. Once again.

This time I (stupidly) didn't register my free game from buying Mario Kart 8 and now the code is expired. I emailed them and they said there's nothing they can do about it and that it was well advertised that the codes expired. Ugh. I knew there was an expiration date on when you could still receive a code, I didn't know the actual code itself would expire.
Click to expand...


Except in your story your "issues" are all of your own doing. It was clearly stated in every email that the free game code would expire.

I don't get this, why wouldn't someone just immediately claim the code or have someone else do it for them on their system if they weren't around?
 
VGChampion said:
Conveniant time for a bump since I just had issues with them. Once again.

This time I (stupidly) didn't register my free game from buying Mario Kart 8 and now the code is expired. I emailed them and they said there's nothing they can do about it and that it was well advertised that the codes expired. Ugh. I knew there was an expiration date on when you could still receive a code, I didn't know the actual code itself would expire.
Click to expand...

Why would you not use the code immediately?
 
Back when my Wii broke my dad called them and they told him that even though it usually cost (insert price here, I dont recall what it was) to repair it, they would have it repaired for us for free. Sadly we never got around to mailing the Wii to them. But now since we have the WiiU we have no use for the Wii so no need to get it repaired. So I would say that Nintendo's customer service is pretty great!

On the other hand, other companies customer services, such as google, are awful. Lets just say, if your youtube account gets banned for some bogus reason (or for something that you know you didnt do), I honestly wish you luck. I nearly wasnt able to get mine reinstated/ unbanned.
 
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