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Nintendo Vows to Fix Any Dead DS Pixels
islandroots writes "In a statement issued soon after the problem came to light, Nintendo is offering to inspect and even fix the pixel problem at no cost as long as the machine is returned within the one-year warranty period. From the article: 'With a small number of Nintendo DS screens, one or two dots on the screen may appear to be 'stuck' on a particular color, such as white or red. This effect is caused when a particular pixel (the dots that make up the screen) is not working properly, even with the high quality standards set by LCD manufacturers. You will find this situation is common in many LCD devices, (PC monitors, televisions, cell phones, etc.)'"
Most notebook manufacturers don't do this unless there are two full pixels stuck, and the DS costs what, a fifth of the price of a new notebook? That's customer service for you. The DS is looking more and more appetising...
Condemnant quod non intellegunt.
I just got a Dell 2001FP and I don't see any .... hey wait a second there's one right in the center and it's pink ... DAMN YOU DELL!!! DAMN YOUSE ALL TO HELL!!
A company announces it will actually fix the product they sold to you if it's in the warranty period. Really, this is the least to be expected from a warranty!
My DS doesn't have any dead pixels (knock on wood) but if they somehow manifest, I'll be sure to not send it off to NOA until after Christmas :) I can't imagine not playing the DS for a few weeks. It's that much fun. .
Has anyone had any experiences trying to return it the store where it was purchased? I have the feeling their return policies vary from store to store, and possibly who is working.
Chewie does not get a medal. Come on, George. Can a Wookie get a medal?
... a stuck pixel i mean. right in the middle of the bottom screen, always red.
:)
it doesn't bother me much, but i'm very likely to return it in a few months once stocks have gone up again, since they're offering
I got a white "stuck" pixle on my Gameboy SP. Never got an offer from Nintendo to fix it. Doesn't bother me at all. I kept thinking it was something stuck on my screen.
constant white pixel located about the middle of the top screen. I returned it. Almost didn't get a replacement for it though. The EB was sold out of DS's until January, but they called another EB which still had a few, so I drove there and exchanged it.
If you had super powers, would you use them for good, or for awesome?
If you live around Redmond, you can actually get it exchanged at NOA Headquarter in Redmond.
There were few in their technical support center with exact same problem. Then did replace mine, but I heard them talking about considering 5 pixels or less per quadrant is considered normal.
Although, it seems like they have exchanged that customer's unit anyways.
Wonder if that implying that you CAN get denied if it's less than 5 pixels or less...
How doooo you fix a bad pixel? I dont have the DS yet, although I know their are plenty in the backroom at work that I could buy, I do have a LCD monitor that has one. Any hints on how to fix it?
Flat Screen TV for F
I've got a white dead one on the top screen. I called up Nintendo. They took down my information. They told me they'll ship me out a new unit, and that it'll be here in 3-4 business days. All I've gotta do is put my busted one in the box that it comes in and mail it back. I won't miss a beat. Pretty nice.
Thank you Nintendo for offering to fix this. I almost had to give up mine in the interest of domestic tranquility.
itadakimasu
i called them monday and there exchanging it for me.
there shipping a new one out to me first and all they needed was a credit card # in case i didn't send the original one back in there enclosed postage paid envelope.
here a copy of the email confirmation they sent me
Hello,
Thank you for contacting Nintendo regarding our Advance Replacement
program. We wanted to let you know that your order has been shipped to you
as requested. You should receive your replacement system within the next
two to three business days.
To avoid a charge on your credit card, please follow these instructions.
Nintendo must receive your non-working system within 21 days from the ship
date of your Advance Replacement system.
When you receive the package from Nintendo, please do not discard the
packaging. You must use the packaging and enclosed adhesive to return
your system to Nintendo. Do not use your original system box as it
may attract undesired attention. Please remove all games and accessories
(including memory cards and wrist strap) from the system.
Included with your replacement system will be a pre-paid UPS return label.
Seal the box with the enclosed adhesive. Fill in the "From" section of the
return label and adhere it over the top of the existing label.
Note: The return label includes a barcode which, when scanned by Nintendo,
prevents your credit card from being charged. Not using this label may
result in an unnecessary charge. Retain the bottom portion of the label
(which includes the tracking number of your package).
Once your package is ready for shipping, please take it to your nearest
UPS location. This includes all UPS Store locations, UPS Customer
Centers, UPS Drop Boxes, Authorized Shipping Outlets and UPS drivers. To
find the UPS location nearest you, please visit the UPS website at
www.ups.com to use the "UPS Drop-off Locator" feature or call UPS at
1-800-742-5877, option number 5.
Please send in your non-working system as quickly as possible. We will
notify you, via e-mail, when we receive your return. Your replacement
system comes with a one year warranty.
If you have any questions, please reply to this e-mail and let us know.
Thank you for your time and for your continued support of Nintendo. We
hope you enjoy your replacement system!
Sincerely,
Nintendo of America Inc.
To Nintentrolls bringing up PS2 Disc read errors all the time. Sony replaces PS2s with those for free too.
That isn't a stuck pixel. The Gameboy SP uses a front-lit screen, not a back lit. It's not a common kind of screen.
The result is that if a single bit of fluff gets in under the screen cover during manufacturing it becomes a mirror that reflects that light right back at you.
You only see it when the power is on because it's just a tiny, tiny thing. It wouldn't be apparent on a backlit screen.
White speck policy at Nintendo
I got my DS in the mail from Amazon on Tuesday. It had a dead pixel out of the box. Of course, my first thought was I'll return it to Amazon, but they don't have any in stock. What's a gamer to do?
On a whim (before hearing anything about this article), I called Nintendo Customer Service yesterday. I told them I had a single dead pixel, and wanted to know if they'd fix it. Being employed as a high level tech support guy for a fairly large computer company, I've turned down several people wanting their displays repaired for one, two, even three dead pixels. It really sucks, I have a hard time justifying these things myself, people usually go away pissed, swearing to just return the product, but I have no choice. The company sets the standards, and if I don't follow them, I don't get to buy any more games. (Although the irony here is I have a lot of free time to play those games I can't buy. Heh.)
I was fully expecting to get the same response from Nintendo.
I almost dropped my DS when the phone agent said, "We can replace your unit."
I had to make sure he'd heard me: "Wait, I said there was only ONE dead pixel. Just ONE. You're going to replace my whole unit for ONE dead pixel?"
"Yes," he replied. "Nintendo wants to be certain you have a great gaming experience, and if there's a pixel out on the screen, that could interfere with the game, so we want to fix that."
In less than ten minutes. he had setup the replacement. The new DS will be in the mail Friday, and 2 - 3 days later in my hands. I use the return shipping label they provide (read: paid postage) to send my unit back. The guy I spoke to was pleasant, asked about what games I was looking forward to for the DS (he said he'd already played Mario Kart DS, and that it's really fun with the touch screen -- "a whole new game") and we were done.
I'm fully impressed with Nintendo on this one. I haven't had to call Nintendo in over a decade, and it's great to know they're still the same rad company they were when I was a kid. If you've had your eye on the DS, go buy it. It's a awesome little gaming device, and although a bit heavier than the SP, I have no real complaints. At least, not anymore!
The industry standard is that if there are 5 or less dead pixels... and none are next to each other, then it is not going to be replaced. A couple companies have told me this - including NEC, who would not replace an LCD flat panel (I returned it to the store instread of to them)
Nintendo is doing a good thing by offering to replace a screen with 1 dead pixel or two.