ComplaintsforNintendo of America Inc

• Initial Complaint

  08/16/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Hello my order *********** is missing an item. The Nintendo 64 controller. I've spoken to your customer service multiple times and no one wants to help me. I cannot speak to people on the phone as I have a disability. Please help.

  Business response

  08/17/2024

  Hello,
  
  Thank you for reaching out regarding your recent Nintendo experience. For help with our products and services please visit our support site: *********************************************; If you have any additional questions, please call Nintendo's *************************** directly at ************** or ************ for SMS. Representatives are available to help you between 6:00 a.m. and 7:00 p.m. Pacific Time, seven days a week.
  
  Regards, 
  
  Nintendo of America Inc.
  
  

• Initial Complaint

  08/12/2024

  Complaint Type:

  Product Issues

  Status:

  Unresolved

  More info

  My son misplaced his Nintendo Switch Serial Number **************. I have contacted ********************** support and they said they can not share the latest location or IP address without a Police report. The device was not stolen technically therefore law enforcement will not even take this report. I do not want to waste law enforcement time, so, in order for me to start my search I would need to know what was the location or IP number of the last time the device was online so we can potentially narrow it out where it was lost. I contacted Nintendo support but everyone is reading from a script and not willing to help at all.

  Business response

  08/12/2024

  Hello,
  
  Thank you for reaching out regarding your recent Nintendo experience. For help with our products and services please visit our support site: ***************************************. If you have any additional questions, please call Nintendo's *************************** directly at ************** or ************ for SMS. Representatives are available to help you between 6:00 a.m. and 7:00 p.m. Pacific Time, seven days a week.
  
  Regards,
  
  Nintendo of America Inc.

  Customer response

  08/13/2024

   
  Complaint: 22128037
  
  I am rejecting this response because: I have contacted the business and I was told exactly what I wrote on this complaint. I am seeing additional assistance because the response I have received from the 800 number isn't acceptable. I will not waste police resources for such matter.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  08/09/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I bought a Pokemon keycap from an Etsy seller name "Breakwooden" but the item I receive is very poor quality, the painting is not good and the steam broke right after I used it. (I have attached some pictures).I see that this seller are selling many other Pokemon items such as Pokemon keycaps, Pokemon lamps. I don't know if it's legit or not but I want to refund all the money.Here is the link of the I item I purchased: ****************************************************************************** and here is other Pokemon item of this shop: ************************************************************ Please refund all the money, I'm really disappointed.

  Business response

  08/09/2024

  Hello,
  
  Thank you for reaching out regarding your recent Nintendo experience. For help with our products and services please visit our support site: ***************************************** you have any additional questions, please call Nintendo's *************************** directly at ************** or ************ for SMS. Representatives are available to help you between 6:00 a.m. and 7:00 p.m. Pacific Time, seven days a week.
  
  Regards,
  
  Nintendo of America Inc.

• Initial Complaint

  08/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  I am an Air Force Veteran who recently had a repair done. I am unhappy that I had to download game all over do to having to get a new replacement device.The SD Card I had my data backup was wipe during the setup of the New Replacement device. It would not work in the replacement and it was force to be re-formatted.I have to start my Pokemon Violet edition over. I lost all pokemon, from events and mystery gift codes.The following codes that are expired should be brought back active for another year. All the codes that are current should be extend 1 year. Basically all codes, events need to be 2026.************************************************************************************************** Also Pokemon games and data should support the cloud back up feature that is offer as part of the Nintendo switch online services. Why is none the pokemon games data being back up.Also game and data save on a switch should work an another switch especially under the same linked Nintendo account.

  Business response

  08/06/2024

  Hello,
  
  Thank you for reaching out regarding your recent Nintendo experience. For help with our products and services please visit our support site: *********************************************; If you have any additional questions, please call Nintendo's *************************** directly at ************** or ************ for SMS. Representatives are available to help you between 6:00 a.m. and 7:00 p.m. Pacific Time, seven days a week.
  
  Regards, 
  
  Nintendo of America Inc.
  
  

  Customer response

  08/10/2024

   
  Complaint: 22096198
  
  I am rejecting this response because:

  I have called already called Nintendo's *************************** directly at ************** and spent valuable time complaining and voicing my concern. Unfortunately, all the Nintendo's *************************** did was say sorry over and over it nothing we can due.
  
  I do not accept the response from Nintendo. I want this mention to the highest Authority possible preferably the CEO ********************* -Nintendo of America. This memo will be getting drop in the mail in the upcoming weeks. I will continue to reach out to Nintendo even if this matter gets close by the Better Business Bureau. I will still contact Nintendo until we come to a resolution that both parties are happy with.
  
  What I am asking is very reasonable and realistic.
  
  Sincerely,
  
  *********************

• Initial Complaint

  07/29/2024

  Complaint Type:

  Delivery Issues

  Status:

  Unresolved

  More info

  Hello. I have been a Nintendo customer and loyal fan for 36 years. I can't even THINK of a single problem I've had with Nintendo until now. I ordered two different retro controller sets for my Nintendo Switch. One N64 controller and one NES controller 2 pack. Order ***********. Now despite everything ***** is saying, I did NOT receive my order. I don't know where it is. I don't know where it was delivered to, I know it wasn't stolen, and I know I don't have the package. I've tried and tried to get help with this through your customer service and they're insistent it was delivered all because ***** says it was. But it was NOT. They had zero interest in taking care of me as a customer. In fact, the person I spoke with on the phone was the rudest, most condescending, arrogant person I've ever spoken to. He suggested I file a police report. First off it wasn't stolen and second millions of packages get stolen in my neighborhood alone and police never do anything about it. I'm asking and begging you to please help me with this issue. I am desperate to get my order. Thank you.

  Business response

  07/29/2024

  Hello,
  
  Thank you for reaching out regarding your recent Nintendo experience. For help with our products and services please visit our support site: ****************************************** you have any additional questions, please call Nintendo's *************************** directly at ************** or ************ for SMS. Representatives are available to help you between 6:00 a.m. and 7:00 p.m. Pacific Time, seven days a week.
  
  Regards,
  
  Nintendo of America Inc.

  Customer response

  07/30/2024

   
  Complaint: 22057952
  
  I am rejecting this response because:

   

  This is absolutely unacceptable! You COMPLETELY ignored everything I wrote. You didnt read it at all. Otherwise you would have known I wrote that I already contacted your customer support and they were abysmal and rude and arrogant and condescending. Ive been a Nintendo customer for over 35 years and this is how you treat me??
  
  Sincerely,
  
  *************************

• Initial Complaint

  07/18/2024

  Complaint Type:

  Order Issues

  Status:

  Unresolved

  More info

  Around 6am this morning, I bought Teenage Mutant Ninja Turtles: Splintered Fate from Nintendo's eShop. After it downloaded, I opened the game to play. Instead I was met with a "Terms of Service" agreement thst was never advertised. I don't have the patience to read through and agree to another **** contract. I am NOT clicking agree. So I backed to my console's "Home screen" and deleted the game. I tried to reach out to Nintendo, but they were closed. I set a reminder for 9am EST and waited until they opened. At 9am I set about establishing communication through their text-based "chat". I made sure to use ****** Chrome as that has my Nintendo login information stored to verify myself. Their logs will likely show as much. I was met with an automated response asking for my Nintendo Switch's serial number on the bottom of my console. I found and entered it, then asked for a refund. "****" responded and after a brief exchange, I was told to call the "Supervising Team" at a specific number. I am Disabled and said as much. He sent back a canned message for TTY /relay use. I have 5 things the ****************** recognizes as Disabilities, but I must wait 3-6 months for the ****************************** to handle my claim. I don't yet have the above service. My communication is mostly through text. And I don't have the health or patience to research more about those options. I just wanted a refund. **** reiterated. I told him to connect me to his "Supervising Team" through the same chat service, or call them on my behlaf. He refused. Then ended the conversation claiming he needed to "help" other people. He didn't help me. He just added more frustration. Buying a game I can't play through no fault of my own is a scam. I was lured with a game and given a contract instead. That's "Bait and Switch". That's Fraud. This looks poorly upon Nintendo. All I want is a refund. I have the entire conversation saved, but I don't know how to create and upload a document.

  Business response

  07/19/2024

  Hello,
  
  Thank you for reaching out regarding your recent Nintendo experience. For help with our products and services please visit our support site: ***************************************. If you have any additional questions, please call Nintendo's *************************** directly at ************** or ************ for SMS. Representatives are available to help you between 6:00 a.m. and 7:00 p.m. Pacific Time, seven days a week.
  
  Regards,
  
  Nintendo of America Inc.

  Customer response

  07/19/2024

   
  Complaint: 22008062
  
  I am rejecting this response because: This is the exact same thing they told me yesterday. This is not a proposed resolution. This is just a soulless, automated response from what I believed was a genuinely caring company. 

  I'm so very disappointed, Nintendo. And after All you gained from me...
  
  Sincerely,
  
  *************************

• Initial Complaint

  07/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I returned my Nintendo switch for warranty repairs. Nintendo is taking an exorbitant amount of time to complete warranty repairs, and it is substantially impacting my use of the product. At this point my switch has been at their facility for 8 days and they still do not have a technician assigned to the repair.I have contacted customer service multiple times and they have been unhelpful at best.

  Business response

  07/17/2024

  Hello,
  
  Thank you for reaching out regarding your recent Nintendo experience. For help with our products and services please visit our support site: ***************************************. If you have any additional questions, please call Nintendo's *************************** directly at ************** or ************ for SMS. Representatives are available to help you between 6:00 a.m. and 7:00 p.m. Pacific Time, seven days a week.
  
  Regards,
  
  Nintendo of America Inc.

• Initial Complaint

  07/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  I have a launch Switch that I purchased in 2017 that no longer allows me to connect to Nintendo online services. I tried calling a few months ago, and spoke to a nice customer service rep who was also confused about my "ban." Because I really only use the online portion of the Switch with the *** games Nintendo provides with subscription and cloud saves for my single player games like *****, ***** and Metroid Dread. I purchased a game with a digital voucher that is sold on the eShop and a few days later my Switch could no longer access the ***. I recived a no-reply email from a "higher up team" and tried to get in contact with them through the phone and was unable to do so because of the limitations of the phone support system. I am hoping someone from Nintendo can help me figure this out as I do not want to purchase a new Switch during this recession, but enjoy using my *** subscription for the old games of my youth. I have no idea what triggered the "ban" on my system. I tried reseting my Switch to remedy the problem, and lost all of my save data that is also backed up in the cloud saves. I have 40+ physical Switch games I can prove ownership of but have no way to figure out why this is happening. I'm just looking to speak to someone who can help me fix this. Thanks

  Business response

  07/14/2024

  Hello,
  
  Thank you for reaching out regarding your recent Nintendo experience. For help with our products and services please visit our support site: ***************************************. If you have any additional questions, please call Nintendo's *************************** directly at ************** or ************ for SMS. Representatives are available to help you between 6:00 a.m. and 7:00 p.m. Pacific Time, seven days a week.
  
  Regards,
  
  Nintendo of America Inc.

  Customer response

  07/14/2024

   
  Complaint: 21984775
  
  I am rejecting this response because:

  
  I already contacted their low tier support and clearly state it in my message.

  This is exactly what I mean when no one seems to read customer issues or respond after initial contact to low tier support. 

  
  Sincerely,
  
  *****************************

• Initial Complaint

  06/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  I bought a Nintendo switch oled and it broke with 2 to 3 weeks of purchase. My son started to take it apart with a s**** driver. I called Nintendo and they said it would cost approxiamtely ****** to repair. I paid the money. We went to Fed ex and sent it out I bought the insurance. I called Nintendo about 2 weeks after and gave them the shipping number and they said it wasnt shown as received but they do business days it would probably be entered in within the next 2 days. I got busy and figured there were just backlogged. I called them in June and I saw on my computer that it was not listed as received in. They did not have the tracking number I had already given them on my prior call. I had to call the fed ex store and get the tracking number and it was shown as delivered and it had been signed for by a Nintendo employee. Nintendo refused to give me a new counsel and told me to talk to Fed ex and file a claim. I filed a claim with Fed ex and it was denied because Nintendo had signed for it. The paperworks shows I bought $500 worth of insurance. When I purchased the Nintendo Switch Oled I bought a warranty. Then I got a membership. This cost around $600.00 Nintendo can give me $600 or a Nintendo Switch Oled counsel with a warranty just like the one I bought. Nintendo offered to give me back the repair money but they will not replace the Nintendo Switch Oled Counsel. The membership is meaningless. All the games are bought are meaningless. I was told the membership was on a hold status. I could have bought my son something else. This is theft. The item I sent was stolen or lost by someone in their company. They need to pay.

  Business response

  06/23/2024

  Hello,
  
  Thank you for reaching out regarding your recent Nintendo experience. For help with our products and services please visit our support site: ***************************************. If you have any additional questions, please call Nintendo's *************************** directly at ************** or ************ for SMS. Representatives are available to help you between 6:00 a.m. and 7:00 p.m. Pacific Time, seven days a week.
  
  Regards,
  
  Nintendo of America Inc.

  Customer response

  06/29/2024

   
  Complaint: 21887545
  
  I am rejecting this response because: It is an auto generated response. I have already previously talked with them and they refused to give me my money. Please get a real letter with a real response from them in writing. I need your help.
  
  Sincerely,
  
  *******************

• Initial Complaint

  06/14/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  The Nintendo switch that we own in mint condition will not turn on after a system update. A common issue with this gaming device, they are expecting us to pay a repair fee when the gaming device was working perfectly fine prior to system update. We pay good money for these systems to not be forced to pay unnecessary repairs fees! On top of that, customer service thinks it's ok to hang up on their customers. How is this customer service?!

  Business response

  06/15/2024

  Hello,
  
  Thank you for reaching out regarding your recent Nintendo experience. For help with our products and services please visit our support site: ***************************************. If you have any additional questions, please call Nintendo's *************************** directly at ************** or ************ for SMS. Representatives are available to help you between 6:00 a.m. and 7:00 p.m. Pacific Time, seven days a week.
  
  Regards,
  
  Nintendo of America Inc.

  Customer response

  06/18/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  **********************

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩