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.

• Newegg: Wii Fit with Balance Board, We Ski, and Hori Wii mat for $149.99
• Apple: Buy a Mac, get an iPod touch for free after rebate
• IKEA: Labor Day Sale, up to 50% off (in-store only)

• Eastern Mountain Sports: Labor Day Sale Save up to 70% off
• Amazon: Up to 50%+ off High Sierra Backpacks & Messenger Bags
• Geeks: Kodak EasyShare V1003 10MP Digital Camera $90

• Arbor Day Foundation: 10 trees for $10
• Arby's: BOGO free Super Roast Beef Sandwich, more coupons
• The Fruit Company: 25% off everything coupon

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)

• K2 Rollerblades Women's Used Size 6 W/Knee & Wrist Pads
• Used LG ENV(VX9900) (Verizon Wireless) (Repair Or Parts)
• Used Compaq FS7600 (Black, Silver) 17in Monitor CRT
• Tony Hawk's Proving Ground (Wii) New Skateboarding Game

• Boogie (Microphone Included) (Wii) New
• World at War - 26 Episode Collection (2004, DVD) Used
• Scissor Sisters WE ARE SCISSOR SISTERS AND SO Used DVD
• Wholpin Issue Number 1 Used DVD McSweeny's
• Stanton 680hp cartridge and stylus Used (needs needle)
• 2 Stanton D5200SK DJ Craze Stylus And Needles Used
• 2 Used Numark HS1 Cartridge And Styluses (need needles)

It's amazing how psychically cleansing it is to get rid of things you don't want or anymore.

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]

My girlfriend and I decided that since we have extra pay cheques this month, we were going to purchase a Nintendo Wii for ourselves. Like everyone else who seems to be searching for a Nintendo Wii, we became giddy when we think we’ve finally found one.

Last Saturday I found myself picking up a few items at Sam’s Club (335 Fanshawe Park Road W. London, ON Canada) with my girlfriend. I wandered over to the cage where they keep the electronics and asked the woman working if they have any in stock. Surprise! They have one last one left. Speaking to the girl in the cage, she tells me she can hold it for 30mins at most while we finish shopping. I skipped like a little girl to find my girlfriend and explained we have 30mins to purchase said Wii. Within 10mins we’re at the cage to make our purchase…..only not.

At first, the item won’t scan. The woman, who was friendly and very helpful throughout what will become an ordeal, tried to scan it several times. No dice. The woman attempted customer service but made no head way and continued to scan it. Something must have sparked in her head because she checks to make sure she can even sell it, which according to the book she can. Next she calls her manager, she explains the situation up until that moment, and apparently they have 100 in stock, but can’t sell them until Thursday for their grand re-opening! The woman helping even asked her manager why they would have one in the cage and 99 hidden in the back. Not being happy with the answers, no fault of the woman helping me, I asked her to have her manager come over so I talk to her personally. Guess what? She’s too busy to talk to me about something so trivial on a Saturday morning. I was told if I wanted my Wii so bad, I could come to the store the following Thursday morning at 7am and wait in line to perhaps get one. It’s not like I have to work full time in order to pay for items or anything.

Not losing my cool, I thanked the woman attempting to help us, as she spent a fair amount of time trying to help us as much as possible, which was greatly appreciated (I wish I had her name to thank her, but alas, I was pretty angry at this point) and walked over to customer service to get a district managers phone number. Of course, they “don’t have a district manger”, but was offered head office’s phone number.

I’ve now made three phone calls to head office, once after hours (left a voice mail), twice during business hours (again, voice mail….does anyone actually work there?). I’ve yet to have any of the phone calls returned some two weeks later.

I’ve often sang the praise of Sam’s Club, even purchasing memberships for 3 other members within my family (my parents, my brother/sister in law, her parents), but this just isn’t right. I just want to know why they have items for sale but refuse to sell them, why a manager won’t speak to me regarding an issue within the store and why head office refuses to return phone calls. Considering we have to purchase a membership for the privilege to shop, I would think I at least deserve an explanation.

So Ben and gang, aside from cancelling the membership (which we use often having two kitties and our tummies to fill), what can be done to get their attention? Please help!

Aside from posting your complaint on the internet, which you have now done, you could give Walmart's upper management a shout. Here's some Walmart contact information. We understand that they're holding some Wiis for their little party, but if it was out on the floor that was their mistake and they should have tried to compensate you for the inconvenience. Maybe you should switch to another warehouse store?

(Photo: Jason_Percival )

Abbey is annoyed with a woman who works at the new Target store in Washington, D.C., because the woman lied to her and wasted her time:

One of my roommates just got a Wii, so I decided to go to Target and get "Wario Ware: Smooth Moves."  Before hitting the store, though, I gave their electronics department a call to see if they had the game in stock.  A woman in electronics picked up the phone and when I asked her if she had the game, she quickly said, "Yeah, we've got that in stock."  So I got up off my couch and walked over to the Target to buy my game.

When I got there, less than half an hour later, I checked the shelves - but no game.  I went to the front desk to see if someone could help me find it.  After a few minutes of being flirted with by his coworker (as a line steadily grew behind me), the guy at the electronics desk told me that in fact, no, they didn't have the game in stock.

Now, I'd be willing to believe that maybe in the twenty minutes it took me to get to the Target, someone snatched up the last copy of Smooth Moves.  But then the guy at the desk (who was really helpful) said, point blank to me, "I don't know who answered your call, but they obviously just didn't feel like looking it up.  Sorry about that."  (Side note: my guess is that the flirty coworker was the woman who answered my call; she was the only other person working in that department, and she beat a hasty retreat when she heard what I was looking for.)

So, basically, Washington DC's shiny new Target is being staffed by people who would rather lie to potential customers than spend what turned out to be literally ten seconds to look something up on a computer.  What a wasted trip.

—Abbey

PS - I sent essentially this same message through Target's contact form yesterday and got a standard "sorry, come again soon!" form letter.

You need to chill out, Abbey. It's quite possible that the woman who answered the phone was a psychic in training, and she made a good faith effort to "see" the inventory without averting her gaze from her coworker's butt while he ran the cash register. Or what if it's Target Opposite Day and the employees are forced to reverse their answers? Managers love coming up with weird team-building exercises like that.

At any rate, just pretend that your trip to Target was a bonus Smooth Moves game—Nintendo's pretty innovative, so maybe they've worked real life pointless tasks into the mini-game concept by now.

(Photo: Getty Images)

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)

I've been a regular personage at a Blockbuster in Mishawaka, IN for some time. Just recently I moved into a new house, so I was rather excited to know that your store was within walking distance to rent movies. Not having a car, this meant plenty of rentals of video game software for my 360 and Wii.
 
However, just recently I rented Halo 3, and when I brought it home, it was cracked. They graciously replaced it with a "free rental", so I went to another one of your stores and rented Halo 3 there. I returned it on time, and proceeded to rent Rainbow Six Vegas 2, and Oblivion, both for the 360 again. When I got it home, neither worked. When I opened my 360 Oblivion had a scratch on it, which 360's are known to do. Rainbow Six's disc looked just fine. It however wouldn't load. When I called your store that night because it was already too late to head back over, they told me they'd grant me a "free rental" and return the games for replacements. Now here's where the problem begins.
 
I went over just a few minutes ago, and brought the games in, and told them what was going on. When I couldn't find anything else to rent and asked for my money back, even though I'd rented the games on my debit card, the manager (Adrian I believe) told me "It's not store policy." I asked if I could put the money toward purchasing a product (a used copy of Halo 3, for 39.99), and she told me she couldn't allow that either because it wasn't store policy. I had my receipt from the rentals, that clearly said debit card, and she still wouldn't put the $17.10 toward the purchase.
 
She finally refunded the money, however, she terminated my ability to rent games from the store.
 
They also tried selling me on their "Game plan" which means you get unlimited replacements for ONE game for 20 some odd dollars and said "Five bucks additional wouldn't have killed you, with what you spent on the games previously."

From the Kelly's website:

What distinguishes lease-purchase from a retail credit sale is that there is no interest charged to consumers, no credit is needed, and customers can return the merchandise at any time. This no-obligation, no-debt feature is the cornerstone of lease-purchase.

Or, you could stay the hell away from Kelly's, Rent-A-Center, and similar places and just put $79 in an envelope for three months, then go buy the Wii with cash.

(Thanks to Matt!)

RELATED
"Rent-A-Center More Like Ripoff Center"

Some examples:

I got a mailer from Activision and they said to send in your original gameand wait 3-4 weeks for a replacement DVD. I called the 800 number and got nowhere. I was told there was no other option. I offered to let them bill my credit card in case I never sent the DVD back.

It seems silly that I just spent $100 bucks to play one fun game, and I have to stop playing for a full month.

I just find it ridiculous that we have been forced to wait so long, with at least some of us even without any communication from the company to inform us of the correct process, and now we also will be forced to wait once again because we have to mail our own discs back in first before they will even send the replacement ones out. Something tells me this might stretch into 4 months without a resolution to this issue.

So, basically, because Activision decided to ship a faulty game (and the rumor mill says that they didknow it was faulty, but wanted to get the game out while Guitar Hero craze was still taking place), they are now going to take my game back for a full month. In a nutshell, I paid $79.95 for a defective game, and now Activision is going to keep my game for a month while they amble around replacing it. I have other games that I play on Wii, but my sister only plays GH3, so she'll be gameless (and Wii less) for a while. I realize their desire to make sure people actually have the game, but a 3 week turnaround time is pretty mind-boggling.

Guitar Hero® III Wii Replacement Disc Registration Website [Activision]

PREVIOUSLY: Guitar Hero III For Wii Is Mono?
Activision Acknowledges Guitar Hero III Wii Sound Issue, Will Offer Replacement Discs
Activision Accidentally Introduces 860 Customers To Each Other

I found this on Amazon's video outlet. No wonder it's on sale.

Can't quite put our finger on it.

Wii Remote Baseball Bat [Amazon]

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.

Walmart now lists the game for $49.82. After the jump, Walmart's email of lies, and the best way to speak out against their thuggery.

Here is Walmart's email. Reads like they are doing us a favor.

===========================================

Dear Avid Gamer Who Probably Does Not Like Getting Screwed,

We have received your request to cancel the item(s) listed below from your order (#xxxxxxxxxxxxx).

We will attempt to cancel this order, however, we may already have processed your order for shipping. If you need to contact us about this order, please call us at 1-800-966-6456 between 6 a.m. and 1 a.m (CT), seven days a week.

=================ITEM(S) REQUESTED TO BE CANCELED —-—-—-—-—-—-—-—-—-— —-—-—-—-—-—-—-—-—-—- Order Date: 11 JAN 2008 04:54 Order Number: xxxxxxxxxxxxx

ITEM QTY PRICE TOTAL—-—-—-—-—-—-—-—-—-—-—-—-Super Smash Bros. Brawl Wii 1 19.82 19.82

===========================================Returns If we are unable to cancel your order because it already has been processed, then you can return any unwanted items to us after you receive them. You will have the option of returning the item(s) to us via mail or directly to a Wal-Mart store, whichever is more convenient for you. Instructions on how to return items will arrive with your order.

Help If you have any questions, please visit our Help section:

http://www.walmart.com/catalog/catalog.gsp?cat=5436

Sincerely,

Customer Service at Walmart.com http://www.walmart.com

===========================================

We think it masks some of the price advantage we have versus our competition and, frankly, the consumer should decide what they want," Fils-Aime said.

Asked if Nintendo had threatened such retailers with fewer Wii shipments, Fils-Aime said only that the company carried a lot of weight as maker of one of the most highly sought items this holiday season.

"We don't have to remind retailers of the strength we have right now. We are simply making an observation and that reinforces our point quite nicely with retailers," Fils-Aime said.

"Nintendo says Wii shortages hurt planning" [Reuters]

RELATED
"Reggie (Softly) Threatens Bundling Wii Retailers" [Kotaku]

I read consumerist everyday and your tips help me procure a Wii for xmas. I had bought one through Amazon, and it was delivered when I wasn't home. By the time I got home, someone had stolen it off my porch...

I tried calling regular customer service who offered to refund my account but couldn't help me get another Wii. I emailed Executive Customer Relations at Amazon and they were able to get me another one without having to wait and get lucky again. I wouldn't have known to use that email address to get better service without your blog. So, thanks and happy holidays.

- Kyle

(Photo: funny strange or funny ha ha)

I started this side business with the release of the PS3. Months prior to launched to fund my purchase of one by buying five and reselling on Craiglist. I made the purchase on a credit card, in full, nearly 4 months before launch at a smaller electronics store in the Chicago suburbs...

I picked them up day of and listed them. By the end of the auctions I had made nearly 1000 dollar in excess of my own PS3 purchase. I ended up listing my own machine as well, as the demand was insane. All told, I cleared nearly 2000 dollars in profit. I still haven't bought a PS3 actually.

I received death threats, e-mails from people saying I was "a monster" and someone claiming I was "selling her child's Christmas away!" Someone even went so far as to contact Ebay and claim I was selling porn. People were livid at the profit being made.

The Iphone launch was even more insane. I saw people listing them on Craigslist just hours after launch for 800/900 bucks. So I went to the apple store in downtown chicago and bought 2, my girlfriend bought one as well. There was no line, it was the 30th of june, less than 24 hours after launch. I sold all three on Craigslist that night for 200 bucks over cost.

The Wiis have been a steady stream of income. I'm a casual video game player but I got to know the guy who runs my local Gamestop. He told me when they get their deliveries and said Wii's were first come, first serve. Since the summer I've bought 10 of them and sold them for an average of 150 bucks over cost.

The Wiis are the where I feel some degree of guilt. After a year they're still ridiculously rare. I'd really advise people to get to know their game-sellers. Think of what the average gamestore employee gets treated like by hyper kids, angry parents and surly trade-in people. Treat them as people, give them some empathy and chat them up a bit and they'll happily get you in the know. They're not breaking any laws or company policy, just helping out a 'valued customer'.

The managers are the best to get to know. Their turnover is usually quote low. They usually work on new release days, especially for big games. Coming in when the store is slow (before school lets out) is a good time.

Avoid big box stores. Total waste of time. Their turnover rate of employees are ridiculous. No chance to build up a relationship. These stores also keep a very watchful eye on employees, so a lot of them might be nervous about anything that might get them in trouble. Even the "appearance of impropriety" can be enough.

Should you buy from me or other resellers? First and foremost, if you're buying something for more than retail, you're paying what I like to call "FIRSTIES!" tax. You want to be the first guy at the office to have an Iphone? Or have the first PS3 video on youtube? What is it worth to you? I sold two iphones to one guy who simply wanted to show it off to his fellow lawyers at court. One of the PS3 fans who bought from me wrote me a page long message of thanks. He'd just paid nearly a grand for a 600 game console and he could not stop thanking me.

I've had people in my life question the morality of what I've done. One friend stopped talking to me altogether, saying that the money I'd made selling Wiis was "like taking candy from kids". To me, that's nonsense.

I've never bribed anyone, lied to anybody or stalked any stores. I'd never camp out, never grabbed something from a kid or fought shoppers. Actually, I hate shopping, I do most of my buying online and deal hunt, comparison shop and consult sites like consumerist.

Look, if you really want an item, wait for it to be plentiful. The rush on stores, the camping the fighting? That's a mug's game. The people who I've sold things to...frankly...I don't think they're very bright. They've certainly helped me (paid off most of my car, rent for a couple months, some nice dinners with friends, plenty of books) but I think they were ultimately being led on by media hype and greed frenzy. Paying twice the price for something you can usually wait a while and get on sale? Not worth it.

-Garrett (a reseller)

(Photo:renaissancechambara)

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)

We recently became aware that some consumers have not been able to enjoy the full audio output in the Nintendo Wii version of Guitar Hero III: Legends of Rock. We are currently working with Nintendo and are planning to issue an improved audio experience in future versions of the game. We expect to have re-mastered discs available by early 2008 and we will be offering consumers replacement discs at no cost once they become available. We thank all of our customers for their support and patience.

Fixing Guitar Hero III's Mono Problem [NYT]
(Photo:danoxster)

One problem was that Nintendo had to plan production rates for the holiday season earlier this year, and based on how consoles have traditionally sold they assumed that slack summer sales would help them stockpile inventory for Christmas. Instead, the Wii kept selling strongly throughout the summer, ruining any chance of building up inventory. (I know! Isn't this sad for Nintendo!?)

According to Nintendo, they won't increase production above 1.8 million units, but they won't cut back either until demand subsides. A Nintendo executive offers the same tired old advice on how to score one if you're still looking: check out stores on Sunday mornings, or find out exactly when shipments arrive at your store, etc.

"Why You Can't Get Your Hands on a Wii" [Wired]
(Photo: Ian Muttoo)

Reader John writes:

Would it be possible for you guys to cover the Guitar Hero 3 for Wii sound issue? Activision and Red Octane so far have not and will not acknowledge that there is a problem with the sound for the Wii version of the game(which they should have made a press release that they were going to fix this once it was known there was a problem). When you contact support they just tell you to set up your receiver correctly which is wrong. The sound when set correctly to Dolby Pro Logic only comes out of the center speaker when it should come out of all speakers. Furthermore, a user has proved that the sound coming from the game is not even stereo sound, it's Mono. This is absurd for a game that is completely based off of sound.

Seems like the sort of thing that should have been disclosed on the box, no?

Guitar Hero III audio issues (thread) [GPForums]
No surround sound? (thread) [Guitar Hero]

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)

According to our local GameStop (which we just called in a fit of hardcore investigative journalism), they won't adjust the price at the register. You pay what's on the price tag. So if the store runs out of new copies, you're stuck paying the higher price for the used game.

(thanks to Keith!)

After getting my items added with the sales rep on the phone, when it was time to use the coupon I was again told that it was invalid - this time, however, I was a given a reason. The sales rep told me that the coupon was not good for video games or movies (I was ordering a game and the flight of the conchords DVD). I told the rep that the coupon stated neither video games OR movies as restrictions for use and he got a manager. Three managers and supervisors later, they wouldn't budge. Needless to say, I didn't make the purchase through them. I told them that I had previously worked in retail, knew that they had the power to manually take $15 off of my purchase if the coupon wouldn't go through, and would not be making my purchase unless they honored the coupon as it was stated in their own promotion.

For your records, and hopefully other people are writing about this (my sales rep told me I wasn't the first person that had called trying to use the coupon), here is the fine print on the back of the coupon in its entirety, I've put in bold the text that is applicable to this sale:

"Excludes November 22-24, 2007.

*This offer is good for a $15 discount on a regularly priced purchase of $100 or more. This offer is good for one use only and applies to total qualifying purchase on a single sales receipt dated from 10/15/07 through 12/31/07. Not valid on previous purchases. Offer excludes gaming consoles, notebook and desktop computers, Verizon, Sharper Image, Infinity, Velodyne, Bose, Polk, HP MP3 Players, Apple, Kicker, MTX Thunder, Sony XBR TV's, LG, KEP, outlet, firedog services and Gift Card purchases. Delivery fees, shipping charges and sales tax not included in total purchase calculation. Coupon code valid online and at 1-800-593-4391. Barcode valid in-store only. Not combinable with select Circuit City offers. Not redeemable for cash. Void where prohibited or restricted. Reproductions/photocopies will not be accepted."

As you can see, nothing about DVD's or games.

Instead of their promotional tool shoeing in more business, it's just lost them a customer for life.

Ryan
San Diego, CA

(Photo:cmorran123)

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)

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 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

The MSRP is $249.99 but we really didn't feel like sleeping outside of the Rockefeller Nintendo Store or keeping abreast of all the retail stores that might be releasing them. We just wanted it and wanted it now. Once you factor in opportunity costs, the markup wasn't too much.

So if your time is more money than money, and you want a Wii, check out the falling eBay aftermarket. There's other comparable deals still available. — BEN POPKEN