Drew was just an exchange student in Japan when he bought the DS, so she charged Drew for the repair, then immediately processed a refund for the same amount. Drew got his DS back in under ten days, fully repaired for free. This is customer service - rather than negotiating through international Red Tape, a company took care of a loyal customer. Good show, Nintendo.

(Photo: DuncanDavidson)

I have a first generation Nintendo Wii and I recently bought the game Boom Blox for it. When I put the game in to start playing it would often lock up at the health warning screen and I would have to restart my Wii by unplugging it since no other method would work.

Here's what happened when he contacted Nintendo for help.

I first expected it was a problem with the disc since Gamestop sold it to me as New when the case was opened already (another story for another time) but the disc was in perfect condition. I also noticed my other games were acting weird and my Wii channels would give errors that they couldn’t load properly even though they were. This prompted me to go online and see what I could do.

I work in tech support and moderate some support forums so I hate when people don’t look for answers before asking questions or calling for help so I went to the Nintendo forums to see what I could find. Unfortunately there really wasn’t any information about errors with this particular game or any Wii related defects that fit what I was experiencing. I was wary about getting email support but it seemed to be Nintendo’s preferred next step so I sent an email to them with everything I was experiencing.

I was surprised when a day later I got an email stating my problem would probably not be best handled using email correspondence and to call in. I called in and the person on the phone (I wish I could remember her name) was very nice and very helpful. She quickly looked up my account with Nintendo and immediately suggested I should send my Wii in for repair. She said it would probably waste my time troubleshooting the issue further since it wasn’t anything she’d seen and seemed beyond any fixes she could offer. She noted that I was a few months out of warranty but offered free shipping and free repair anyway without me even bringing it up. I immediately received a shipping label and sent the system in the next day.

I was bummed not having anything to play for what I’d expected to be a month long fix and was shocked to receive an email on the day they received the package stating they had received it and repaired it the same day. They also shipped it back out to me that day as well! So all in all it took one week from start to finish to submit a help request and have a fixed Wii returned to me. It has worked great ever since and I no longer have any problems with it. There are so many places where this could have been a bad experience but Nintendo really did a stellar job. They provided fast responses and did more than they needed to make sure I was a happy customer and will continue to purchase their products. Great job!

Nintendo, what the hell? We don't know what you're up to with this "good customer service" routine, but pulling shenanigans like this doesn't keep our tipline stuffed with complaints. Please think about this the next time you offer to repair a broken Wii.

Then respond...
This offer is just one option for customers. It’s a choice! Comcast is committed to offering customer the best programming and services. We want to provide our loyal customers the best packages available. The package offered requires that the customer maintain the minimum level of services for 24 months.

If customer asks...
Are the rates guaranteed for 12 months for all of my boxes and services?

Then respond...
The rate of the plan (plus applicable taxes and franchise fees) is guaranteed for the Comcast Digital Cable package for a period of 12 months from the date service is activated. The package is limited to service to one outlet and does not include equipment, or other charges not specifically included in the offer (including without limitation, PPV and other non recurring charges) Upgrades to service are allowed on an a la carte basis, however, those prices are not guaranteed.

If customer asks...
What will happen to the cost of the services when the first 12 months is completed?

Then respond...
After the 12 months of the offer, Comcast’s regular service and equipment fees will apply.

[CAE Note: Please remind the customer they will start to receive the multi-product discount on their bill after their 12 month promotional rates ends.]

If customer asks...
What happens to my offer when I move?

Then respond...
If you cancel service because you move your residence to a location within a Comcast serviceable area and you reconnect to a Comcast Digital Cable service comparable to the package, the reimbursement fee will not apply.

If you move to a Comcast area without transferring service, reimbursement fees will apply.

* If you downgrade between months 2 and 12, your fee will be 100% of the value of the Wii, or $250.
* If you downgrade between months 13 and 24, then your fee will be 50% of the value of the Wii, or $125.
* If you only downgrade a DVR or HD service or any other added services above the minimum level, you will not be charged the reimbursement fee.

If customer asks...
Can I add services?

Then respond...
Since you are only required to maintain a minimum level of service you can upgrade or add services during the 24 months.

If customer asks...
What happens if I downgrade my service within the next 2 years?

Then respond...
If you downgrade service below the minimum level within the 24-month period, the reimbursement fee applies.

* If you downgrade between months 2 and 12, your fee will be 100% of the value of the Wii, or $250.
* If you downgrade between months 13 and 24, then your fee will be 50% of the value of the Wii, or $125.
* If you downgrade a DVR or HD service or any other added services above the minimum level, you will not be charged the reimbursement fee.

If customer asks...
Can I transfer the agreement into someone else’s name?

Then respond...
The redemption form is non-transferable and cannot be transferred to someone else’s name. The agreement applies to the current account holder. However, we can accept name changes due to marriage, etc. That person will need to sign a new redemption form.

If customer asks...
What happens if I lost the redemption form or I never received it?

Then respond...
A second redemption form can be mailed to the customer upon request. Please see supervisor for details.
An extension on the 30 days is at the discretion of the system.

If customer asks...
How will I know that the Wii has shipped?

Then respond...
A notification letter will be mailed up to five business days prior to the Wii system arriving at customer’s shipping address.
The letter will include a shipping address, UPS tracking number and customer service phone number for shipping inquiries.

If customer asks...
What shipping address will be used?

Then respond...
The shipping address will be the customer’s service address.

If service address does not accept deliveries or if customer requests alternate address, the Wii system will ship to customer’s billing address. Please note that the Wii system will only ship to customer’s service address or billing address [as default].

If customer asks...
How can I track the shipment status?

Then respond...
Qualifying customers can track Wii shipment status by visiting the following site: http://www.checkmyrebate.com/ComcastWii

Please note that qualifying customers should access this site AFTER they return their redemption form and 30 days have passed since Triple Play installation.

If customer asks...
Will a signature be required upon UPS delivery of the Wii?

Then respond...
No, the customer is not required to provide a signature in most cases. The only time a signature will be required is if the Wii system is shipped to a multi-dwelling unit.
We will keep record of every shipped Wii system, the UPS tracking number and ‘shipped to’ address.

If customer asks...
What happens if I don’t receive my Wii?

Then respond...
We would escalate the situation.

If customer asks...
What if I am subscribed to the Premier Triple Play Bundle and want to downgrade to Preferred Plus Triple Play Bundle in markets where the minimum level of service required for this offer is Preferred Plus?

Then respond...
Yes, you would be able to downgrade if you live in markets where the minimum level of services for this offer is Preferred Plus.

If customer asks...
I’ve heard that there were incompatibility issues between Comcast routers and the Wii. Is this true?

Then respond...
* In early versions of the Wii (pre-System Menu 2.2), there was some incompatibility with routers provided by Comcast.
* Nintendo has patched the incompatibility issues and all Wii systems manufactured since April 2007 have this patch built-in (including those allocated to Comcast for the Nintendo Wii promotion).
* There should be no issues between Comcast routers and Wii systems for this current promotion.

If customer asks...
I already have a Comcast service(s). If I add another service to make my package [Preferred Plus or Premier] Triple Play, can I get the Nintendo Wii?

Then respond...
This promotion is for new customers only [going from 0 to 3 services for a qualifying Triple Play package]. I apologize for any inconvenience this causes. However, we do have other offers available for our customers adding products to their existing services.

Termination of Redemption form terms

A reimbursement fee will be applied to the account for cancellation or downgrades from the minimum level of service between month 2 and month 24 after installation. In the reimbursement form, a local number is included so that disconnected customers can contact their former Comcast office and request the Reimbursement fee be credited.

If the customer downgrades or disconnects between month 2 and month 12, the reimbursement fee is 100% of the value of the item. ($250.) If the customer downgrades or disconnects between month 13 and month 24, the reimbursement fee is 50% of the value of the item. ($125)

Moving outside of Comcast footprint

* CAE explains a termination fee will apply

Moving within the Comcast footprint

* CAE sets up a transfer within the market or uses MoveCo.
* If successful with transfer within a system or MoveCo no Reimbursement fee applies
* If not successful, then Reimbursement fee will apply and the customer can send a Comcast bill from the new location to have the fee credited to account
* If customer does not want to tell CAE where they are moving, CAE will advise that a reimbursement fee will apply, until we receive confirmation of Comcast service has been installed *
* OR Customer can request an exemption letter for the Reimbursement Fee. This letter is to be completed and returned with proof of their new Comcast service.

Non-pay

* Normal Collection Process will be followed
* Work order will reflect customer has a Value Add offer (rate codes)
* If money is not collected at any step during collection process, reimbursement fee will be applied to account.

Downgrades

* Customer stays with Comcast, but downgrades from minimum level of service required by the Value add campaign.
* CAE probes for reason for downgrade and explains reimbursement fee applies if customer removes services below the required minimum level of service.
* Customer can upgrade to a higher level of any of the three services.
* If customer understands and wants to continue with downgrade, CAE requests manager apply the reimbursement fee according to the time left in the 24 month period.
* If the CAE is successful retaining the customer in the current service level, no reimbursement apply
* If there are extenuating circumstances that require a downgrade, account needs to be referred to management to determine if reimbursement fee will apply. An example would be the computer breaks down and customer is not getting another right away.

Death

* If CAE is advised that the customer who accepted the Value Add offer has passed away, show empathy
* CAE will advise relative that a Reimbursement fee will be applied, but can be immediately credited with fax/mail copy of obituary or death certificate *
* CAE requests manager to apply credit of the reimbursement fee and document this on the account.

(Photo: largeprime)

Comcast Offers Wii™ Systems To New Triple Play Customers [Press Release]
(Photo: BohPhoto)

The article says,

The clip, which has been viewed more than two million times, shows 25-year-old Lauren Bernat hula hooping in time with the fitness video game.

Rumours that the clip was a clever marketing ploy for the Wii Fit spread after it emerged that both Miss Bernat and her boyfriend, who filmed the footage, work in advertising.

Giovanny Gutierrez, 30, works as director of interactive media for Tinsley Advertising in Miami, Florida. According to his biography on the firm’s website, he "creates web, e-mail and interactive marketing solutions that perfectly integrate with television, radio and print campaigns."

"Gio is a master of e-commerce, having created web portals for scores of businesses," the biography adds.

Miss Bernat works as an account executive at Tinsley Advertising, where her duties include "evaluating the responses to our Internet advertising".

But Nintendo has denied that the footage is part of an advertising campaign. "This has and is absolutely 100 per cent nothing to do with Nintendo," a spokesman said. "Nintendo did not create it and were not aware of it until it was brought it to our attention."

Mr Gutierrez has also denied that it was a viral advert for the Wii Fit.

The game, which allows Nintendo Wii owners to do a range of exercises and stretches under the guidance of on on-screen fitness expert, hardly needs the free publicity, having sold more than 300,000 copies in the UK in its first two weeks on sale, and sold out in many parts of the world.

But the YouTube affair has done much to boost the profile of Mr Gutierrez and his agency.

The evidence that this is an organized marketing campaign seems circumstantial to us. However, advertisers are always coming up with new ways to turn attention toward new products so who knows? We'll just have to keep watching the video until we figure it out.

Wii Fit underwear girl: A marketing hoax? [The Telegraph]

Nick writes:

Hey Consumerist,

I enjoy your website quite a bit.

I don't usually have too many consumer related issues, but I've run into something today that was sort of odd and thought that you guys may or may not be interested.

When I woke up today, I got into my usual routine, checking around the web to see if there were any places that had the Nintendo Wii in stock. As luck would have it, Toys'R'Us said they had them in stock. I'm thrilled, I've been saving up for a few months to get a Wii, and finally, I can get one. So I order one around 10am.

I get an e-mail at 12:55pm saying that, sorry the Wiis are currently on back order. I'm bummed out, but not crushed. I go back to the Toys'R'Us page, and guess what, they're still saying they are available. At this point, I find this really annoying. They are not telling customers that these have been backlogged on the site, but are sending out e-mails saying as much. I took a screencap of the site (still listing it as available at 1:15 or so).

I still really want my Wii, and would like to know when it'll be shipping. I call thier customer service, and I am helped by a very polite lady who tells me they are unable to say when the backorder will ship. Cue further dissapointment. I've sent of a polite e-mail through their web e-mail interface to express my disappointment in the handling of not only my own order, but continuing to take orders even though they knew they were selling a product they didn't have in stock (but were listing it as in stock).

I'm really pretty bummed out with this whole thing. I haven't canceled my order yet, because I'm hoping by some miracle this will come through. I don't know if you guys at Consumerist would be interesting in something like this or not, I don't know if this is par for the course when trying to get a Wii. Nor am I sure what benefit this will really have, maybe you guys could do soemthing with this at least.

Toys"R"Us' letter to Nick:

Dear Nicholas,

Thank you again for your recent purchase at Toysrus.com & Babiesrus.com.

We have received your order 85439XXXXX-000, and wanted to let you know that there has been an unexpected delay in the shipment of the following items:

Item: 4172131
Description: Nintendo Wii Console
Quantity: 1 @ $249.99
Shipping Method: Standard Ground

Shipping to the following address:

Nicholas
Address

We want to assure you that your order will be fulfilled once the the item(s) becomes available. Once we are able to ship the item(s) you will receive a shipping confirmation email with updated tracking information.

All of your order information will also appear in the My Account section of our website where you can:

* Track all your orders
* Change your passwords

Please allow up to 60 minutes for your order information to be updated on our system.

http://www.Toysrus.com/checkout/index.jsp

Thank you once again for your order and selecting Toysrus.com & Babiesrus.com! We are continually expanding our selection to serve you better, so be sure to visit us often for new items and the latest promotions. If you have any further questions concerning shipping, order status, payment or other website policies, visit the Help area of our website at http://www.Toysrus.com/help .

Sincerely,
Customer Service

This e-mail was from a notification-only system; please do not reply to this message.

Nick's response:

Good Afternoon,

I was writing to express my disappointment in your handling of my order 85439XXXXX-000. I was really looking forward to getting a Nintendo Wii, and was excited to hear that Toys'R'Us had them in stock this morning (Friday, May 2nd). I placed my order in the morning, and then at 12:56pm received a notice that the order had been placed on back order.

I was rather annoyed that this was the case, but understand that sometimes these things can happen. But then I checked the Toys'R'Us website, and the item was still being listed as available. I took a screencapture of this at 1:10pm. While I am personally disappointed that my item is on backorder, I am even more disappointed that Toys'R'Us continued to claim that they were available, even though they clearly were not at that point.

I am also terribly disappointed that when I called customer service to find out when they might be shipping, to find out that no one could even give me an estimate of when they might ship.

I am leaving my order active with you currently in hopes that you resolve this issue quickly, but all and all, I have been very let down with Toys'R'Us.

Respectfully,
Nick

Don't be ashamed if you don't have the Wiis, Toys"R"Us. Nobody does.

If Wii-hunting is integrated into your morning routine, consider popping into the Nintendo World Store early one morning to buy one in person. As a responsible retailers, Nintendo won't take your credit card unless the console is in stock.

Nintendo Wii Console [Toys"R"Us]
RELATED: Why Are Nintendo Wiis So Hard To Find?

My friend and I went to Walmart (in Exton, PA) on Sunday evening (4/27/08) looking for a Nintendo Wii because neither of us owned the system and have been looking for it for quite some time.

To our surprise, there were around 7-8 Wii's in stock. The problem? The Walmart employee working in the Electronics department (older man with glasses) refused to sell a Wii to both me and my friend. He would only sell a Wii to one of us because we were shopping "together." Mind you, we're not dating or married. Just two guys each looking for a Wii.

He said that because we were in the store together, we could only buy 1. It's as if we were the same person or something. He told my friend to come back the following day if he wanted one. We argued with him to no end...but he refused to sell my friend a Wii. I never heard of something like that before. It's not like I was trying to buy 5 Wii's..we each wanted one. Someone please tell me how Walmart can DENY a customer a product under these circumstances? I can understand if they have a policy stating one Wii per Customer per day. But, we were two separate people trying to each buy a Wii and pay with our own credit cards.

The man was rude to us, and he even had cocky remarks stating that my signature was only somewhat close to matching the signature on the back of my credit card. Mind you, I had to sign my name electronically, which is awkward to begin with.

Are Wiis really still this scarce? Has this sort of thing happened to anyone else?

(Photo:u2acro)

In December, Nintendo had its biggest month ever with the hot-selling game system. Holiday shoppers bought 1.4 million Wiis, according to sales data released Thursday by the NPD Group. The Wii's success helped drive the video game industry to a record-setting $17.9 billion in sales, about 43% higher than 2006's $12.5 billion, which was also a record.

What's up, music? Video games are kicking your butt.

Gaming industry sales grow by 43% in 2007 [USAToday]
(Photo:largeprime)

Justin writes,

"While surfing Facebook today, I saw an ad for the Wii going for $99. It immediately set off my spider sense. The site was just registered to a guy out of Fayetteville, AR, but under a false name? The phone number listed is for a different Peter.

Already, the persistent shortages have led to speculation by angry consumers that Nintendo was deliberately keeping supplies short to create more hype for the product. Reggie Fils-Aime, the president of Nintendo's U.S. division, denies this, saying Nintendo simply didn't anticipate this level of demand for the Wii this holiday season.

"It really is a missed opportunity if we're not able to satisfy that demand, which is why we're working so hard with retailers," he says.

Supply-chain management experts say missed opportunity may still be better than being stuck with excessive supply. Unsold Wiis could create a negative impression that consumers don't want the product. The consequences are so painful that many companies end up erring on the side of a shortage.

"If you flood the market, it will come back to haunt you," says Christopher Tang, a professor of supply-chain management at the UCLA Anderson School of Management. Nintendo may be missing opportunities by allowing other people to profit from the shortage by charging premiums, but Mr. Tang says that isn't entirely a bad thing because it creates hype. "Psychologically, it's better if the customer is begging for the product," he says.

An excess supply also angers retailers, who must work harder and offer discounts to get rid of the product. The manufacturer's financial results also suffer because they are forced to lower prices or take back the products retailers can't sell.

Finding a Wii takes time and persistence. If you are in New York, a shipment of Wiis arrives daily at Nintendo's World Store in Rockefeller Center. After several failed attempts, we walked in on a Tuesday before 10 a.m. and walked out with a Wii. Other retailers usually receive a scheduled shipment of Wiis. It may only be five consoles every three weeks, but by cultivating a relationship with your local store, you can find out when it might be wise to pop in. As a last resort, eBay and Craigslist are overflowing with overpriced consoles.

Nintendo Plays It A Wii Bit Cautious [WSJ]
(Photo: largeprime)

Well if you have a child (mine is 4) you know having a portable gaming system can make things like Doctor visits and trips to the DMV a lot less fidgety, so I called up Nintendo with Visa in hand ready to shell out at least 80 or 90 dollars. After being on hold for all of 20 seconds a very nice gentleman answered, and asked why I was calling. I explained that my son's DS would not power on and before I could go any further he asked me to provide me with the serial number and after looking up my information (I register all my Nintendo products online) he told me that they would be sending me a replacement DS and all I had to do was ship the old one back to them, they even provided a shipping label. Already happy beyond belief I was even more surprised when they sent it 2 day UPS air!!!! GO NINTENDO! I have had returned my Xbox 360 7 times for repair and never received treatment anywhere near that nice.

(Photo: mightynine)

Saturday morning (11/10) I witnessed some amazing sleaziness over at the Princeton,NJ Best Buy. I was standing near the back of the store when one of their salespeople came strolling from a back door holding a Nintendo Wii over his head, and started walking the aisles announcing that it was their last unit. I followed, wondering both how quickly would it get snatched up and how quickly could I decide if I wanted to buy it. It took a few minutes for a couple to come rushing up to claim it, exclaiming how happy their kids were going to be. I went back to looking around the store. About 30 minutes later, I heard this announcement on the store's PA: "Attention Best Buy customers! Julie is now walking through the store with our last Nintendo Wii! If you're looking for a Nintendo Wii, please look for Julie!" And there was another salesperson doing the same thing as the first - walking the aisles of the store holding the Wii above her head.

I was now in the store solely to witness more of this sales technique. The second Wii took just over 15 minutes to sell - I overheard two manager-types (one in a suit, the other a yellow shirt) discussing it, the suit asking "Did Julie sell that Wii, yet? How long?" And then "Wait 40 minutes and send out the next one." Too long for me to wait around, so I left (after stopping in at the store's new Apple niche to set the a Macbook's home page to the Best Buy tagged stories on Consumerist).

I suppose there's nothing illegal or unexpected about this, but as some one tentatively in the market for a hard-to-find Wii I'm annoyed enough to swear off Best Buy this holiday season.

(Photo:silver marquis)

Soon, new Wiis will come with these jackets, which are designed to help to prevent people from throwing their Wiimotes into their TV. Those of you who already have a Wii can just order yours from Nintendo.

Wii Remote Jacket Accessory Offer [Nintendo]

From Ars Technica:

It's apparent from the study's results that one thing interests the majority of consumers: games. The dueling next-generation HD disc formats, the ability to download content, and even high-definition graphics don't seem to matter to the majority of the game-buying public; if these figures are reflective of the wider market, all those features are being roundly ignored by most gamers.

Ars speculates that your disinterest in these features is one reason the Wii has been so successful. You just like to play games. What's wrong with that?

Report: Gamers largely clueless about next-gen console media capabilities [Ars Technica]
(Photo:everyone's idle)

"Demand still appears to exceed supply, and we believe that shortages could persist through the remainder of the year, including the key holiday period," said Colin Sebastian of Lazard Capital Markets, in a report by Next-Gen.biz.

Based on sales data from both Nintendo and GameStop, Sebastian also comments that the console developer is fulfilling its target of 1.5 million Wii units per month, but those numbers may not be good enough to satisfy the nation's hunger for Nintendo's next-gen system.

The moral of the story is, don't count on an amply supply of Nintendo Wiis this holiday season. If you see one now, might as well grab it and hide it in the garage until December. —MEGHANN MARCO

Wii Shortages may Continue to Holiday 2007 [PC World]
(Photo: George DeMet)

They will be sold on a first come, first serve, basis with tickets handed out to people standing in line.

The sale should be announced in this Sunday's circular.

Our Midwest region source says she saw a memo on her manager's desk, labeled "strictly confidential," announcing the sale. She tried to snap a cameraphone picture (above) of the memo, but said the manager was stalking her all night so she only able to get this Loch Ness type shot.

Explanation of the memo text above: The insider says the memo is instructing any stores that have Wiis to pull them from the shelves, then put them back on when the new shipment comes on Sunday.

The Original Wii Locator also says EB/Gamestops are rumored to have Wiis in store for this Sunday as well. A commenter on Go Nintendo says they're slated for Circuit City.

Is there a massive Wii sale in the works for Sunday? — BEN POPKEN

I'm currently in the process of shopping for a Nintendo DS, and have been keeping out for any kind of deals on the item before I buy it. Today I was in the Turnersville Target, and I noticed a big red SALE tag on the DSes. However, the price was still the usual $129.99. I asked the clerk at the electronics counter and he told me "Yeah, that just means it's at the price in the flyer." Quite frankly, the only word I can think of for marking an item with a SALE tag when it is not, in fact, at a sale price, is deceptive.

The Target flyer is clear about the fact that the DS is not on sale. Why is it marked "Sale" in the store? Just because it is pictured in the flyer?

The NYC Department of Consumer Affairs says there are laws against offering items for "Sale" at more than the MSRP without clearly marking the tag, but make no mention of marking things "Sale" in store when they're not discounted from the MSRP. However, the New York City Consumer Protection Law "prohibits DECEPTIVE TRADE PRACTICES, meaning any claim or action having the potential to deceive consumers." This may well fall under that law.

Regardless of the legality, it's certainly not a consumer friendly practice. Not cool, Target. —MEGHANN MARCO

New York City Department of Consumer Affairs
(Photo: Meghann Marco)

Nintendo's PR team send out an email announcing increased production:

"While shipments of Wii hardware are expected to grow this month due to increased production, demand for the system remains at unprecedented levels."

(Photo: toholio)

For example, "Why hasn't Nintendo apologized for the shortage?" And, "Why haven't they ramped up production?" And, "Is this hurting game developers?" And, "Where's my damn Wii?"

3. Game vendors (including Nintendo) are hurt by this, since their TAM/CAM is held artificially lower. Since shelf life of a game is very much based on release date, this hurts the game developers.

4. It is unclear how much this has pushed sales of XBox360, PS3, PS2, and even older Gamecube devices. Since Wii has a quite different controller design, people are attracted to it. Normally, this would have benefited their competitors a lot according to economic theory.

We Want a Wii! (Still) [Freakonomics]
(Photo:Michael T. Gilbert)

The ad reads: $24 Sale, Each Nintendo DS Games (fine print: Choose from over 30 titles to stuff their baskets! Includes all reg. $29.99 and above DS games.) To me, that ad says, if ANY DS game is $29.99 or over, then I get it for $24. Sound about right? Well, anyone who just answered yes would be wrong, including me.

Read the rest of Jared's story inside.

The story begins, I was at Target getting Jenn some things for her Birthday, and I noticed a sale on Nintendo DS games. The ad reads: $24 Sale, Each Nintendo DS Games (fine print: Choose from over 30 titles to stuff their baskets! Includes all reg. $29.99 and above DS games.) To me, that ad says, if ANY DS game is $29.99 or over, then I get it for $24. Sound about right? Well, anyone who just answered yes would be wrong, including me. I find out how wrong we are when I get to the register with my items of interest, including one of the "$24" DS games.

The cashier and I go through the routine, and she scans the last item: the game. The computer reads "$29.99." "Oh, I'm sorry, but the ad says all DS games $29.99 and above are on sale for $24." "Hrm, I need to call a supervisor." I am annoyed at this because it is right there on the ad, which I (thinking ahead) brought with me, but I understand they need to do things "by the book."

Supervisor arrives; cashier explains situation; supervisor looks at ad; tells cashier this game is not included. I decide I would like to be part of this conversation, seeming as I am about to give them my money, so I add, "Your ad says this game would be on sale by the conditions the ad has set for what games are on sale." "Well, it would scan correctly if it was on sale." (If you have ever gone to a store before, we all know that last statement from the supervisor to be untrue.) "So, are you telling me you will not validate your own ad?" "No, it is just not on sale. This game is not even pictured on the page." I responded, becoming more frustrated, "There are ten games on the cover, and your ad says 'over 30 titles' are on sale; therefore, could this game be one of the missing 20 or more games?" Supervisor, now upset, "Let me talk to electronics."

Electronics dude is walking by at the time, and she asks him. He says that game is not included because I had to actually point the game out behind the glass case because it was not actually displayed like the normal games. Oh, let us back track in my story for a moment. The electronics guy is correct; the game I wanted was laying in a stack, improperly displayed, inside the case despite the game being released over one week ago. Back to the normal time line of the story! "Just because you don't properly display your merchandise makes it not on sale?" "Well, it is because it is new." I respond, "It was new a week ago, which is an entire ad cycle, and your current ad does not say new games are not included." Supervisor says, "Electronics says it is not on sale, so I can not change the price."

I push forward. "Well, let me talk to LOD (leader on duty)." "I am the LOD." "Ok, let me talk to the store manager." "He is not here." "Of course he isn't. Let me talk to someone who can change this price." Supervisor says, "There isn't anyone else. Do you still want the game?" "No, I don't want a game that is not correctly priced." "She says fine. Do you want me to take your name and number." I ask, "Why?" "So I can call you if I can change the price." "No, you have made Target an incredibly inconvenient place to shop at." "I'm sorry," she says, and she walks back to electronics with the game.

I check out with the remainder of my purchases. After collecting my bags, I follow the supervisor over to electronics to continue our argument over Target's inability to match their own ad. She sees me, and I say, "I would really like to know why you won't match your ad." "It is a new game, so we can not adjust it." "Listen, I am sorry that we are having this little argument, but I will not accept any of these excuses because the ad is worded in such a way that no matter what you tell me, I am going to be right, and you are going to be losing a customer if this is not taken care of." She thinks about it and takes it to the electronics boat register and says, "Because you have been one of the nicest angry people I have dealt with, I will go ahead and match the price." This statement, to me, is in itself completely stupid. You are not going to change the price because YOU are wrong? But because I am a nice angry person? "Well, thank you, but we should change the price because the ad dictates it is should be that price." "Ok she says."

I end up buying the game, but I had thought about not buying it because of the trouble. My thoughts of not buying it because of all the trouble were outweighed by the thoughts of needing to buy it because I went through all this trouble to get it. In the end, I bought the game at the correct price. However, and this is for real Target, I will not be buying any electronics bases purchases from your store again. That includes, dvds, games, and game systems.

Update 1: I just noticed I paid $24.99 for it in the end, which is actually $.99 more then advertised. Also, I am currently on the phone with the corporate office.

Update 2: Talked to corporate. They said it should have been $24, and they are sorry for all the trouble. Apparently they are also sending me a $3 gift card...

(Photo: Maulleigh)

The message telling me I had to wait for a CSR didn't even finish playing before a rep was on the line. I explained my problem and she said she'd get me an RMA right away to get it fixed.

She asked for my phone number. I gave it to her. She did a bit of a verbal double-take and said, "Are you here in Washington?"

"I'm in Redmond, as a matter of fact [location of Nintendo of America's campus]," I replied.

"Well then, let's not bother with the RMA and the shipping labels and all of that. Just bring it on in to Nintendo," she said.

A life-size Mario and a larger-than-life Pikachu greeted us. So did a really nice, cheerful woman behind the sales counter. I related my telephone conversation to her, still certain that I'd been had.

"Oh, yeah!" she said. "We do that!"

"Awesome," I blurted. I really did say "Awesome." I'm embarassed about that now.

"It's going to be about 30 minutes, though," she went on. "I'm really sorry."

What Went Right

• 
  
• No wait for a CSR: We hate listening to elevator music while waiting for a CSR.
  
• Helpful CSR: The CSR didn't play by the book. Rather than issue a RMA number, the CSR identified a better, easier solution.
  
• They told the truth: This should go unsaid, but too often CSRs offer conflicting 'facts.' The repair center was where the CSR said it would be, and they did what she said they would.
  
• Fast service: The repair center quoted thirty minutes, which is still very fast, and finished the work in twenty-five minutes.
  
• Exceptional service: The unit was not just repaired. The settings were transfered and the warranty clock was reset, extending the value of the repair.
  
• Happy customer: At the end of the day, this is all that matter. Saska is happy. We are happy, too.
  

Though this exceptional service can probably only be duplicated for people in Redmond, it is clearly above and beyond. — CAREY GREENBERG-BERGER

Customer Service Gone Shockingly Right

"We know if kids play video games that require movement, they burn more energy than they would while sitting and playing traditional screen games. That's pretty obvious even without our data," says Lorraine Lanningham-Foster, Ph.D., Mayo obesity researcher and study leader.

"The point is that children — very focused on screen games — can be made healthier if activity is a required part of the game."

The study does not mention the Wii by name, but let's face it. The Wii is all about activity. —MEGHANN MARCO

Mayo Clinic Study Endorses Concept Behind Nintendo's Wii [Consumer Affairs]

"The class action lawsuit seeks to enjoin Nintendo from continuing its unfair or deceptive business practices as it relates to the Nintendo Wii.The lawsuit also seeks an injunction that requires Nintendo to correct the defect in the Wii remote and to provide a refund to the purchaser or to replace the defective Wii remote with a Wii remote that functions as it is warranted and intended."

The lawsuit is now awaiting approval of a judge. Nintendo has already recalled the current wrist straps and offered free replacements, so we're why this law firm feels the need to sue over it. If you feel like joining the class action, there's information on the firm's website.

Lawsuit Filed Against Nintendo For Defective Wrist Straps [Daily Tech]

"Nintendo's president acknowledged Thursday the just-launched Wii video-game machine may have a problem with a strap that secures its trademark wandlike remote-controller to the player's wrist.

President Satoru Iwata also said Nintendo may raise its sales target for the Wii, which is selling out at retailers since it went on sale in recent weeks in the U.S. and Japan."

"Ah yes, we have received "unverified reports" of strap breaking. Our solution: sell more Wiis." *

How low will Iwata bow to consumers after he decides to make stronger straps? We're putting money on an 80 degree incline, from a sitting position. — BEN POPKEN

Nintendo chief investigating Wii strap problem, may raise sales target [AP]

* This is a completely disingenuous connection, but it's what kinda pops in your brain when you look at it.

RikOnTheGo: I am in line at the Everret, WA Wal-Mart. Repeated calls to them said they'd be on sale at midnight, and to be here by 10 PM.
RikOnTheGo: Now, at 10:41 PM, they're saying they won't be on sale until 8 AM!
RikOnTheGo: This is for the wii, btw.
RikOnTheGo: Police are now here.
RikOnTheGo: There's some pretty irate customers.
RikOnTheGo: I am leaving now.
RikOnTheGo: Whee

— BEN POPKEN

Try this:

That's right, tie some fishing line around the strap, like a man. The kind of man your dad was. He hooked up crystal radios to his bed springs. He didn't wait for Sleepy's to issue an officially licensed bed spring patch.

It ain't carved from Zelda's hyperpolygnal ass and handed down by the hands of many small Japanese gods, but it'll do the trick. — BEN POPKEN

Previously: Wii Breaks More TVs than Elvis

Wii Have A Problem
Did Wii Break Your TV [Yahoo!]

Wii Inventory Tacker [Refresh Thing via Gizmodo]

"Shipments for product advertised in our flyers are received by stores at different times throughout the week. Some stores MAY have already received shipments to fulfill this week's advertisement[s]," wrote Best Buy spokeswoman Heather Buksh. "With a commitment to our customers, stores that may have already received shipment of Wii have been instructed to retain this product until Friday to fulfill the advertisement in our flyer."

Conspiracy theorists have suggested that Nintendo and retailers are creating an artificial shortage.

"I wasn't aware that there were any stocks being held back in retail," says Nintendo Canada marketing director Pierre-Paul Trepanier. "It's surprising though, I would expect them to want them to make sure all their consumers are happy ... I can assure you that at our warehouse in Vancouver, we have zero units."

We're not buying the whole artificial shortage thing, but it does seem like a strange idea, and since Best Buy is a U.S. company, we're assuming the policy is company-wide and applies to the U.S.. Is Best Buy pissing off Peter to please Paul? Or is this the best strategy? We know we like it when things that are advertised in a flyer are in the stores. This may mean that Fridays are your best bet for a Wii. —MEGHANN MARCO (Thanks, Mike!) (Photo courtesy of Adam Melancon)

Best Buy stores told to 'retain' Nintendo game consoles [Globe and Mail]

When it came time to pick it up on November 19, FYE wanted to make him buy two additional games and a $25 gift card. These additional purchases, to the sum of $400, were not disclosed when filed the pre-order.

He complained to the manager who said, "you're just one person, you won't make a difference."

Now the gamer made a YouTube video that's catching buzz. The video calls for a boycott of FYE.

Last year Best Buy tried a similar sales strategy and got an attorney general investigation for their efforts. The AG forced Best Buy to rescind the tied deal and take purchases back from customers.

We'll see just how much difference one disgruntled consumer can make. — BEN POPKEN

(Thanks to Ian!)

When you buy something, the base assumption is that while you might not be getting a product of sublime excellence, good-value and efficiency, you're at least buying a non-simulacrum. But Gamestop would just love to change all that.

If you're not a gamer, here's the deal: there are entire Chinese cottage industries that specialize in pirating video games, manufacturing them and then selling them on eBay. It can be hard to spot a forgery — a lot of times, the quality of production is actually indistinguishable from retail. The only way you can tell is by closely examining the cartridge itself, looking for a gold-printed "Nintendo" above the pins.

Needless to say, these games then get sold second hand to stores like Gamestop. Of course, Gamestop's supposed to be savvy enough to recognize a forgery... and definitely not supposed to sell them on.

Of course, get a gangly, pimply gamer willing to work for discount behind the counter, and excellence in both training and moral business practices get thrown out the window. So when Curmudgeon Gamer pointed out that Gamestop had just tried to sell him a forged game, Gamestop's response? "Wow! Cool! Learn something new everyday! This is between you and me, right?" And then the counterfeit game was again silently slid into the display case, waiting for a less observant sucker to come along.

Just between you and me... [Curmudgeon Gamer]

Phil H. writes:

Today I bought Tetris DS at my local Best Buy, and they tried to sell me the 2-year protection plan or whatever it is. I refused the coverage, but I was surprised that it was offered. I've never received the protection spiel from a cashier when buying software... only hardware ( (I haven't shopped at Best Buy in a while, so I have no idea if it s a recent development). After my refusal, the cashier tried to scare me by telling me "we get a lot of these things returned. I just want you to know that." I'm mostly convinced that she was full of crap, but I'm just one DS owner... I've been playing video games for more than 25 years, and I don't think I've ever had a cartridge or disc go bad on me. I had been led to believe that Flash memory is more durable than the old GBA cartridges.

So now Best Buy is pressuring customers to buy 2 year protection plans on $30 games? And games based on flash media? I've seen Nintendo games propelled out of cannons that still worked after you blew into the cartridge slot a few times.

Sony has unsheathed the latest in its line of consumers, the Steve.

"The 72-inch, 195-pound consumer—a 34-year-old unmarried financial analyst—is smaller, lighter, and swifter than last year's beta-model consumer, Larry," reports The Onion.

Other electronic makers are rushing to release their own updated consumer versions which will compete directly with the Steve, including Apple's iBuy and Nintendo's "Taeiou" fully accessorizable with several fetching cosplay outfits.

"Sony Unveils New Model Customer" [The Onion] (Thanks to Blair!)

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