Nintendo, Please Fix Your Repair Center
A friend of the site mailed in to let us know about their troubles when dealing with their brand new Nintendo Switch and the UK Nintendo Repair Center.
First of all, a bit of back story for context. We will refer to our friend as 'NintyFan'.
NintyFan got their shiny new Switch on release day, and for the first week or so everything was fine.
NintyFan tells us that after a while, the battery indicator on their Switch would drop from 100% charge to 1% after only 20 minutes or so of usage. Even though the Switch's battery indicator stated 1%, the device would continue to work for another 2-3 hours, the problem is it would keep trying to go into sleep mode, and if it succeeded, it would have to be put on charge again to wake up, even though it still had enough juice for hours of play.
Frustrated that their new device wasn't functioning as it should, NintyFan scoured the web looking for a solution to the problem and came across pages of other Switch owners with the exact same issue.
You can see the thread on Nintendo's official support forums here.
Over 200 comments across 17 pages are filled with Switch owners all with the same issue. Their battery indicator was giving drastically incorrect readings.
A user on the support thread called Chris wrote:
This support thread was created on 9th March 2017, less than a week from when Nintendo released the Switch on the 3rd. The latest post is from just yesterday, 23rd May with user Marcelo reporting:
After 17 pages of many Switch owners trading tips with each other for a potential fix, or hoping for a remedy via a future firmware update, it's worth noting that the number 1 pinned BEST comment on the thread comes from user NOA_MOD_JEN, who offers the following advice:
NintyFan was hesitant to send in their Switch to the UK repair center as they had over 50 hours of play time in Zelda and had heard they might lose the save files if they returned the device for repairs, as currently, at the time of writing, there is still no way to back up a save file from the device.
On the 28th of April Nintendo UK received NintyFan's Switch. This was 26 days ago. Since then NintyFan's update on Nintendo's UK repair page states:
NintyFan called up the service center today for the third time to see what the hold up could possibly be, as previously the repair status said Repair held - awaiting parts, on May 5th.
What follows is the transcript of the call to Nintendo UK Customer Services, which is listed as the contact number under the repair site's info page:
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Rep: Good afternoon you are through to Nintendo customer support, you are through to REMOVED, how may I help you?
NintyFan: Afternoon REMOVED, I am trying to find out what is going on with the repair of my Switch
Rep: I'll be able to help with that, just confirm for me your full name address and postcode
NintyFan: Name & address & postcode
Rep: Brilliant, lets have a look at this for you
NintyFan: You've had it for like a month
Rep: It's an issue with the battery is that correct?
NintyFan: Yes they told me they were going to send me a new one and I've phoned every week now for the last 3 weeks, now it (repair tracking site) just keeps saying awaiting parts..
Rep: The reason it says that is we are waiting for a replacement console to come in ourselves
NintyFan: How long does that take
Rep: Erm.. it can take 2 to 4 weeks we are waiting for them to come in from the European headquarters in Germany
NintyFan: Right..
Rep: We are expecting them to come in shortly I've been advised by our service center, so we can get these kinds of issues resolved
NintyFan: At this point you've had it nearly as long as I have, it's not even mine it's my sons, I just think erm.. In America they get them back within 5 working days
Rep: Usually our turn around time is within 3-7 working days, erm, it is due to us awaiting stock from the headquarters in Germany
NintyFan: What's the time frame on that, can you tell me what day I am going to get my Switch back?
Rep: I wouldn't be able to tell you definitely what time when you are going to get your Switch back currently
NintyFan: You've had it a month, you know what I mean, one whole month, like, I could've bought a new one and just got a refund on that one instead of sending it back
Rep: No I understand I do apologise..
NintyFan: I know it's not your fault - I'm just getting really frustrated now with phoning every week and every week getting told "we're waiting for parts, we're waiting for.." I mean the parts are coming from Germany, can they not make them quick enough, or? I just don't understand what the delay is..
Rep: We don't have information as to when they are coming, currently, we are expecting them shortly, that information we have from the service center, they are expecting them shortly now, before they weren't sure
NintyFan: How long is shortly?
Rep: They didn't give us a timeframe on that, erm that is likely due to be cause they received..
NintyFan: I mean your just telling me the same thing you've told me every week for the last 3 weeks
Rep: If we did have more of an update for you obviously sir we would give that to you
NintyFan: have you got a manager there, are you the manager?
Rep: I can see if they are available to speak to yourself
NintyFan: Yes please I'd like to speak to the manager and I'd like some contact information for complaints as well
Rep: I can give you the complaints information, erm that will be our Windsor head office, erm, and that is likely the information my manager would give you as well
NintyFan: Yeah.. yeah
Rep: They have access to the same information I have basically, in regards to this particular issue
NintyFan: Yeah you just look on the computer and tell me it's awaiting parts
Rep: Bare with me
Rep: What I would do as well, erm, just check if it has been done previously, erm, I can see actually that it has already been prioritized, if it comes in we'll get it to you as soon as possible
NintyFan: I know it's not your fault and I know there is a problem with the amount of stock available, but I think a month with any company, I mean I've sent a dualshock 4 back to Sony and had it back (5 days), a brand new one in the time you've had my Switch.. (26 days)
Rep: I understand your frustration with this, have you got a pen and paper..
NintyFan: Yeah I have
Rep: I'll give you the address and complaints, it's Nintendo customer support, and that's PO Box 4678
NintyFan: Have they not got an email?
Rep: The email will be our usual email address it will come through here and not to head office
NintyFan: 4678
Rep: Yeah
NintyFan: Yeah
NintyFan: Ok well erm, ok if I don't hear anything I'll give you a call next week, again, and we'll probably have the same chat, again
Rep: Obviously they are up in Windsor, erm, so I'll give you the complete address before you go (laughs)
NintyFan: Yeah
Rep: S for sierra, alpha lima 4, 9, D for delta, Z for zulu
NintyFan: Okie doke.. I don't appreciate the way you are laughing about it, you know what I mean?
Rep: I er, do apologise if you thought I was laughing at the situation
NintyFan: What's your name is it REMOVED?
Rep: Yes my name's REMOVED yeah
NintyFan: Thanks very much for your time REMOVED I'll erm call again next week
Rep: Erm, As I say hopefully you'll have an update before then in regards to this
NintyFan: It will be a whole month from Friday, so, that's got to be some sort of record
Rep: As I say I can completely understand your frustration with this
NintyFan: Are a lot of people calling you up asking where is their Switch?
Rep: Sorry?
NintyFan: Are a lot of people calling you up asking where their Switch is?
Rep: We get general enquiries regarding repairs but I'm not at liberty to tell you how many people I've spoken to regarding Switches or other consoles at all
NintyFan: Have you not had any Switch deliveries in the last month?
Rep: I don't have access to that information
NintyFan: How can you not have access to that information, you work at the repair center, I'm waiting for a repair, how can you not know that?
NintyFan: How can no-one in that building tell me when my Switch..
Rep: The repair center is elsewhere
Rep: The repair center is based in Coventry (City in England)
NintyFan: So why am I talking to you then? Can you put me through to the repair center
Rep: They don't deal directly with customers
NintyFan: They won't speak to anyone?
Rep: They don't deal directly with customers
NintyFan: It's a fucking joke this
-CALL END-
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I have heard the recording myself and can confirm that this transcript is a direct copy of the conversation.
When I asked NintyFan why he recorded the conversation, he told me that he "is sick of being given the runaround by Nintendo" and that there is an obvious problem with certain Switches that still hasn't been addressed by Nintendo, and that he literally has no idea when he will ever get the repaired Switch or a replacement back from Nintendo's UK repair center.
Have you had any issues like this with your Switch? What do you think of Nintendo's repair service?
Let us know in the comments
First of all, a bit of back story for context. We will refer to our friend as 'NintyFan'.
NintyFan got their shiny new Switch on release day, and for the first week or so everything was fine.
NintyFan tells us that after a while, the battery indicator on their Switch would drop from 100% charge to 1% after only 20 minutes or so of usage. Even though the Switch's battery indicator stated 1%, the device would continue to work for another 2-3 hours, the problem is it would keep trying to go into sleep mode, and if it succeeded, it would have to be put on charge again to wake up, even though it still had enough juice for hours of play.
Frustrated that their new device wasn't functioning as it should, NintyFan scoured the web looking for a solution to the problem and came across pages of other Switch owners with the exact same issue.
You can see the thread on Nintendo's official support forums here.
Over 200 comments across 17 pages are filled with Switch owners all with the same issue. Their battery indicator was giving drastically incorrect readings.
A user on the support thread called Chris wrote:
Another user called Ragnarleon wrote:
And member ViperX wrote:
This support thread was created on 9th March 2017, less than a week from when Nintendo released the Switch on the 3rd. The latest post is from just yesterday, 23rd May with user Marcelo reporting:
After 17 pages of many Switch owners trading tips with each other for a potential fix, or hoping for a remedy via a future firmware update, it's worth noting that the number 1 pinned BEST comment on the thread comes from user NOA_MOD_JEN, who offers the following advice:
NintyFan was hesitant to send in their Switch to the UK repair center as they had over 50 hours of play time in Zelda and had heard they might lose the save files if they returned the device for repairs, as currently, at the time of writing, there is still no way to back up a save file from the device.
On the 28th of April Nintendo UK received NintyFan's Switch. This was 26 days ago. Since then NintyFan's update on Nintendo's UK repair page states:
What follows is the transcript of the call to Nintendo UK Customer Services, which is listed as the contact number under the repair site's info page:
--------------------------------------------------------------------------------------------------------------------
Rep: Good afternoon you are through to Nintendo customer support, you are through to REMOVED, how may I help you?
NintyFan: Afternoon REMOVED, I am trying to find out what is going on with the repair of my Switch
Rep: I'll be able to help with that, just confirm for me your full name address and postcode
NintyFan: Name & address & postcode
Rep: Brilliant, lets have a look at this for you
NintyFan: You've had it for like a month
Rep: It's an issue with the battery is that correct?
NintyFan: Yes they told me they were going to send me a new one and I've phoned every week now for the last 3 weeks, now it (repair tracking site) just keeps saying awaiting parts..
Rep: The reason it says that is we are waiting for a replacement console to come in ourselves
NintyFan: How long does that take
Rep: Erm.. it can take 2 to 4 weeks we are waiting for them to come in from the European headquarters in Germany
NintyFan: Right..
Rep: We are expecting them to come in shortly I've been advised by our service center, so we can get these kinds of issues resolved
NintyFan: At this point you've had it nearly as long as I have, it's not even mine it's my sons, I just think erm.. In America they get them back within 5 working days
Rep: Usually our turn around time is within 3-7 working days, erm, it is due to us awaiting stock from the headquarters in Germany
NintyFan: What's the time frame on that, can you tell me what day I am going to get my Switch back?
Rep: I wouldn't be able to tell you definitely what time when you are going to get your Switch back currently
NintyFan: You've had it a month, you know what I mean, one whole month, like, I could've bought a new one and just got a refund on that one instead of sending it back
Rep: No I understand I do apologise..
NintyFan: I know it's not your fault - I'm just getting really frustrated now with phoning every week and every week getting told "we're waiting for parts, we're waiting for.." I mean the parts are coming from Germany, can they not make them quick enough, or? I just don't understand what the delay is..
Rep: We don't have information as to when they are coming, currently, we are expecting them shortly, that information we have from the service center, they are expecting them shortly now, before they weren't sure
NintyFan: How long is shortly?
Rep: They didn't give us a timeframe on that, erm that is likely due to be cause they received..
NintyFan: I mean your just telling me the same thing you've told me every week for the last 3 weeks
Rep: If we did have more of an update for you obviously sir we would give that to you
NintyFan: have you got a manager there, are you the manager?
Rep: I can see if they are available to speak to yourself
NintyFan: Yes please I'd like to speak to the manager and I'd like some contact information for complaints as well
Rep: I can give you the complaints information, erm that will be our Windsor head office, erm, and that is likely the information my manager would give you as well
NintyFan: Yeah.. yeah
Rep: They have access to the same information I have basically, in regards to this particular issue
NintyFan: Yeah you just look on the computer and tell me it's awaiting parts
Rep: Bare with me
Rep: What I would do as well, erm, just check if it has been done previously, erm, I can see actually that it has already been prioritized, if it comes in we'll get it to you as soon as possible
NintyFan: I know it's not your fault and I know there is a problem with the amount of stock available, but I think a month with any company, I mean I've sent a dualshock 4 back to Sony and had it back (5 days), a brand new one in the time you've had my Switch.. (26 days)
Rep: I understand your frustration with this, have you got a pen and paper..
NintyFan: Yeah I have
Rep: I'll give you the address and complaints, it's Nintendo customer support, and that's PO Box 4678
NintyFan: Have they not got an email?
Rep: The email will be our usual email address it will come through here and not to head office
NintyFan: 4678
Rep: Yeah
NintyFan: Yeah
NintyFan: Ok well erm, ok if I don't hear anything I'll give you a call next week, again, and we'll probably have the same chat, again
Rep: Obviously they are up in Windsor, erm, so I'll give you the complete address before you go (laughs)
NintyFan: Yeah
Rep: S for sierra, alpha lima 4, 9, D for delta, Z for zulu
NintyFan: Okie doke.. I don't appreciate the way you are laughing about it, you know what I mean?
Rep: I er, do apologise if you thought I was laughing at the situation
NintyFan: What's your name is it REMOVED?
Rep: Yes my name's REMOVED yeah
NintyFan: Thanks very much for your time REMOVED I'll erm call again next week
Rep: Erm, As I say hopefully you'll have an update before then in regards to this
NintyFan: It will be a whole month from Friday, so, that's got to be some sort of record
Rep: As I say I can completely understand your frustration with this
NintyFan: Are a lot of people calling you up asking where is their Switch?
Rep: Sorry?
NintyFan: Are a lot of people calling you up asking where their Switch is?
Rep: We get general enquiries regarding repairs but I'm not at liberty to tell you how many people I've spoken to regarding Switches or other consoles at all
NintyFan: Have you not had any Switch deliveries in the last month?
Rep: I don't have access to that information
NintyFan: How can you not have access to that information, you work at the repair center, I'm waiting for a repair, how can you not know that?
NintyFan: How can no-one in that building tell me when my Switch..
Rep: The repair center is elsewhere
Rep: The repair center is based in Coventry (City in England)
NintyFan: So why am I talking to you then? Can you put me through to the repair center
Rep: They don't deal directly with customers
NintyFan: They won't speak to anyone?
Rep: They don't deal directly with customers
NintyFan: It's a fucking joke this
-CALL END-
--------------------------------------------------------------------------------------------------------------------
I have heard the recording myself and can confirm that this transcript is a direct copy of the conversation.
When I asked NintyFan why he recorded the conversation, he told me that he "is sick of being given the runaround by Nintendo" and that there is an obvious problem with certain Switches that still hasn't been addressed by Nintendo, and that he literally has no idea when he will ever get the repaired Switch or a replacement back from Nintendo's UK repair center.
Have you had any issues like this with your Switch? What do you think of Nintendo's repair service?
Let us know in the comments
