I'm the first one to complain about bad customer service, the death of customer service, etc. I have another experience I'd like to share.
My boys went rushing out yesterday with their saved up cash and gift cards, to buy Super Smash Brothers, and some extra Wii-motes and accessories for their Wii. They had planned to spend the rest of the day playing their new game. They were so excited!
But when they got home, the game wouldn't play! An error message kept popping up. Sometimes the game would come up, then crash. They did try other games and found that it happened with all of them. I got kicked off my computer so they could look it up. "Call for Service" it said. Ahhhhh.....not good news. There was no joy in my house.
The Big Kid made the call. I would have offered to, probably insisted, but he did it before I knew it. He waited semi-patiently through all the automated stuff (he had it on speaker. You would not believe how many times they warn you that this phone call may be monitored or recorded! )
Finally, Jay came on the line and listened to the tale. You probably won't be surprised, being familiar with the way our luck runs, to find that our unit is out of warranty - by TWO WEEKS. Now, what does that usually mean? You're on your own, bucko. Pleasure doing business with you. *shrug*
Jay cheerfully informed my son that although the unit was out of warranty they would honor it anyway. THEN he said they would extend it for another year! "How much does that cost?" asked The Big Kid. "Your only cost will be any packing materials you need", said Jay. "You have a printer? Hang on, I'll e-mail you a prepaid FedEx label." WHA!!
So, while they still didn't get to play (Big Kid did. He went to a friend's house, and came home more dejected than ever for not having it here.) they are very happy. MEGA Kudos to Nintendo for their customer service (I'll report again when it's all said and done in 11-16 days ). They made my boys very happy. And the Mommy too, of course, from whose pocket would have been rendered the cost, I'm sure!
Update: the Wii was returned via FedEx in exactly 11 days! WOW!!!
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