06-18-2007, 02:13 PM
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#3 (permalink)
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The Reforms
Location: Rarely, if ever, here or there, but always in transition
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Your story warms the cockles of my heart. 
As does this one:
http://www.1up.com/do/newsStory?cId=3157317
Quote:
This one's been around for a few days now, but you might not have heard it yet. Here's the deal: a few days ago (Valentine's Day, actually) a woman in Redmond, WA broke her Wii after a marathon session of gaming with her 6-year old son. The Wii was about a month old at this point, and the kid was pretty upset to be without his Wii Sports.
We've all been in tech support hell, so you're probably expecting the next part of the story goes badly. The crazy part is that it doesn't.
So. Lady calls Nintendo customer care (in her blog excerpt, she's quick to give props to the big N for having the cajones to place their actual phone number up on their website). Lady gets customer service rep on the phone and explains the situation. Rep says "Oh, you live in Washington? Bring it on over to Nintendo HQ then. We'll fix it right up."
For serious. In her blog entry, entitled "Customer Service Gone Shockingly Right" the woman in question even mentions that Nintendo apologized profusely to her because the repairs "were going to take 30 minutes... sorry!". As she says, only a Japanese company apologizes to you for a 30 minute wait when you were expecting weeks of Wii-less misery. Just as an experiment, ask yourself whether you feel lucky enough to expect the same treatment if you happen to get the dreaded red ring of death.
Anyway, It's an interesting eye-on-the-street piece, and it calls into question just what the term 'customer service' should mean in a world where most of us are thankful just to get an English speaking rep on the troubleshooting phone.
Bonus points: Did you know that Nintendo's Wii O.R. has a waiting room just outside, full of consoles, games, and a vaguely creepy lifesize statues of Mario to keep you company while you wait? Now, if someone could only convince the Nintendo techs to branch out into obstetrics...
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Go Nintendo Power Customer Service!
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As human beings, our greatness lies not so much in being able to remake the world (that is the myth of the Atomic Age) as in being able to remake ourselves. —Mohandas K. Gandhi
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