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Nintendo: the company that cares

A Nintendo DS owner recently wrote into the Consumerist about his experiences with Nintendo’s customer service.

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!

This is in stark contrast to last weeks dusty PS3 affair when Sony gave another gamer the run around. What’s even more shocking are the other stories flooding the comments sections of various Web sites about the quality of Nintendo’s customer service. One user on the DS Fanboy site said:

We bought a used DS from family-in-law, they said nothing was wrong with it, but you know how it goes, they’re liars. The top screens color was off, only noticeable in game, and the touch screens sensitivity was screwed. Unplayable. We called up nintendo, explained what happened and they said they’d repair it. We get it back, the top screens fixed, but the the sensitivity issue was unsolved. One more call, they apologize and send us a brand new one.

Greatest customer service ever.

Even though Nintendo’s customer service is being highlighted right now, apparently this is nothing new, according to one comment left at the Consumerist.

Whatever your thoughts are regarding the ethics of the consumer mentioned in this article, Nintendo has a very long track record of superb customer service. In the last two years I have come across at least two dozen or so articles praising Nintendo’s treatment of their customers and I have no doubt that reports like these go back even further as I once had to return my old SNES for repairs way back in the day (they ended up sending me a new one instead of replacing a few minor parts that would have been much cheaper).

Now it is possible that the CSR in this article was “lazy” or “new” as some people have suggested, but if you had walked into one of their branch headquarters with the same problem and told the front desk (as many have), you would have probably received the same treatment–if not better, so I’m inclined to say that this is just how their customer service works.

Of course, I take everything I see on the Internet with a grain of salt, but what’s really amazing is that similar incidents were claimed by nearly every poster on both of these sites. Of course, there are a lot of posters arguing that it’s abuses like the original story that cause companies to start strictly enforcing their policies, but it seems to me that Nintendo not only knows about the abuses but is deliberately very flexible and accommodating with them. It seems as though good customer service, the kind which gives the customer the benefit of the doubt, is quickly disappearing, especially now that it’s easier to simply assign complaints a number, and make it easier to ignore those complaints, than ever before. It’s refreshing to hear at least one company knows how to work with it’s public and earn their loyalty instead of just expecting blind obedience.

Wii Virtual Console releases for November 19th, 2007

Wii celebrates its first anniversary today, and big stars from past consoles are coming out to help Nintendo celebrate. Luminaries walking the Virtual Console red carpet this week include Mario and Luigi, Sonic The Hedgehog and Zonk. So throw on your best tuxedo or finest gown, and get ready to party with these video game A-listers.

Three new classic games go live at 9 a.m. Pacific time. Nintendo adds new games to the Wii Shop Channel every Monday. Wii owners with a high-speed Internet connection can redeem Wii Points to download the games. Wii Points can be purchased in the Wii Shop Channel or at retail outlets. This week’s new games are:

Wrecking Crew (NES, 1-2 players, rated E for Everyone, 500 Wii Points): In the days before Mario and Luigi became sports stars in their downtime between plumbing and saving the Princess, they tried their hands as one-man wrecking crews. With a hammer as their only tool, players take control of the brothers and set out to destroy ladders, rip out pipes, knock down walls and detonate explosive devices. But make sure to plan your path of destruction carefully, as each building is designed as its own clever puzzle—if you’re not careful, you can easily trap yourself in a dead end. Adding to the excitement and challenge are fireballs, enemies and an angry foreman roaming the buildings. They’re all trying to stop you from moving on to the next stage. With 100 buildings to demolish and the ability to construct your own, it’s a wonder Mario and Luigi ever got back to saving the Mushroom Kingdom.

Sonic 3D Blast (Sega Genesis, 1 player, rated E for Everyone, 800 Wii Points): The evil Dr. Eggman (aka Dr. Robotnik) stumbles upon an alternate dimension where some odd birds called Flickies have the ability to travel anywhere. In order to get help in his search for the Chaos Emeralds, Dr. Eggman transforms the Flickies into robots that will help him track down his coveted gems. Of course, it’s up to our favorite blue hedgehog, Sonic, to step in and save the day. Jump into this 3-D adventure as Sonic or his buddy Tails, and collect the golden rings to help free the Flickies and defeat the doctor.

Super Air Zonk (TurboGrafx16 CD-ROM, 1 player, rated E for Everyone – Mild Cartoon Violence, 800 Wii Points): Zonk is back in Super Air Zonk, the sequel to the shooting game spin-off of the Bonk series, Air “Zonk.” Now moving to a rockabilly beat and able to transform into nine different characters, Zonk lets loose through seven action-packed stages in another battle against his arch nemesis, SandroVitch. Power up Zonk with the classic Meat item, eventually turning him into the champion of justice, Ultra Zonk, or the fearsome Tyrano Zonk in the latter stages of the game. After rescuing his friends from enemies, Zonk can also morph with them to combine powers. Fight enemies with killer tunes belted out from a trusty microphone. Hurl freshly made sushi at them. With its variety of wacky attacks, Super Air Zonk has a sense of humor all its own.

Wii still leading consoles, but for how long?

Video Game Chartz has released the hardware sales chart for America for the week ending Nov. 10, and once again Nintendo’s Wii is first and Sony has come in last.

The Wii came in first for the week at 192, 482, followed by the Xbox 360 at 173,895 and the DS at 142,299. Sony’s PSP came in a distant fourth at 75, 954 and the Playstation 3 came in an even more distant fifth at 63, 788.

All three next-gen consoles saw a jump in sales, though: 31 percent for the Wii, 25 percent for the Xbox 360 and 15 percent for the PS3.

I once predicted the Wii was the future of video game consoles. I said, since the Wii changes how we play games instead of just how we view them, it would be able to over take the Xbox 360 and PS3, which certainly go farther in terms of hardware power but don’t fundamentally do anything different than the original Playstation.

I think a lot of the industry on the console production side is focused on better hardware power for consoles because that’s what has worked before. If you look at the jumps from system to system, what what you notice most in the slide show is the change in detail, from 8-bit to 16-bit to 32-bit and the era of the Playstation, which by my estimation only ended with this generation. The real fundamental change, though, is the change in gameplay.

Indeed, much of Nintendo’s success comes from seeing where the next change in how we play games is going to come from. Likewise, their failure comes from not seeing these jumps. Sony won the last generation because all the other companies that got involved, Nintendo, Microsoft and to some extent Sega, were content to try to do more of the same, and the Playstation 2 just did it better, either because it was more powerful or more deeply embedded. If Nintendo, or anyone else for that matter, had figured out a new way to play games we probably wouldn’t have seen the Playstations dominate as heavily as they did, if they would have dominated at all.

Mario’s adventures across the consoles is a perfect example. Super Mario Bros. defined platforming in the 8-bit era. The next great change you notice is Super Mario 64 and the jump to 3D, which defined the 3D platforming genre. Where Mario failed most is Super Mario Sunshine, which didn’t do anything fundamentally different from Super Mario 64. It may be too soon to call Super Mario Galaxy yet another redefinition of platforming from a historical perspective, but that hasn’t stopped reviewers from doing so.

What really amazes me, however, is the public’s almost unquestioning acceptance of the Wii’s new terms of playing games. Usually people are very slow to accept change. Even though most of the games on the Wii are epic fail at fully utilizing the consoles innovations, the exceptions being first-party games, the console continues to sell out the day stores receive new shipments. Perhaps the public was already thirsty for something new after a prettier version of more of the same from last generation, even if the new doesn’t exactly work perfectly?

The real test for the Wii now is whether Nintendo will continue to string us along from one exceptional first-party game to the next, a third-party company will step in and finally get the motion controls as perfect as Nintendo does so the system can really show what it can do or the Wii slowly fades away into obscurity, something that could’ve been a revolutionary turning point in how we play games but turned into little more than a novelty for most people.

If nothing else, the Wii has shown there is serious money to be made in doing something differently. Hopefully console makers, and developers even more so, will take note.

Wii Virtual Console releases for November 12, 2007

Nintendo has announced the latest additions coming to the Wii Shop’s Virtual Console today at 9am PST.
Volleyball (NES®, 1-2 players, rated E for Everyone, 500 Wii Points): Step onto the court in one of the first volleyball games ever made. Select either the men’s or women’s competition, choose from one of eight available countries to represent, and prepare for some intensely fun game play. The straightforward controls include all the moves you’ll need to effectively direct your six-person team. Take some time mastering them in the training mode, though, because you’ll need all the practice you can get when competing against challenging computer opponents. If you feel like some multiplayer action, take on a friend in the two-player mode and see whose skills are more polished. Block, set and spike your way to victory.

AXELAY (Super NES®, 1 player, rated E for Everyone – Mild Fantasy Violence, 800 Wii Points): Mysterious aliens have invaded the Earth-like planet of Corliss, slowly draining the planet’s resources. Take control of the prototype Axelay ship and use its wide range of advanced weaponry to battle enemy forces. Play through multiple stages of action —from other planets to space stations — all on your way to destroying the alien headquarters. You are Corliss’ last line of defense, so be careful not to be too distracted by the excellent graphics (including great scrolling effects) and rocking music. Pilot the Axelay using Konami’s famously tight play control and experience what many consider to be a classic of the shooter genre.

BLUE’S JOURNEY (NEOGEO, 1-2 players, rated E for Everyone – Comic Mischief, 900 Wii Points): The planet of Raguy has been invaded by the Daruma tribe, changing it from a beautiful and peaceful place into one filled with pollution. Released in 1991, this horizontally scrolling action game tells the story of an insectarian named Blue and his quest to save the planet and keep its inhabitants from being turned into slaves. Use Blue’s main weapon, a leaf, to flip enemies onto their heads and then throw them at other members of the Daruma tribe, defeating anyone in your way. Additional weapons, such as bombs and boomerangs, are also available, or you can collect flowers to purchase other special items like honey or swim fins. Blue also has the special ability to change his size at will — if he’s too big to fit in a particular area, then shrink him. The bright, colorful graphics, combined with lots of hidden items to find, ensure an enjoyable experience with plenty of replay value. Help Blue muster all his strength and eliminate the Daruma tribe.

Ace Attorney fans rejoice! Newest game in the series coming to North America

Capcom announced today the fourth Ace Attorney game, Apollo Justice: Ace Attorney. Having wrapped up Phoenix Wright’s story in the previous installment, Capcom has created Apollo Justice as the new rookie attorney.

Players can expect more of gameplay that made Ace Attorney popular: investigating crime scenes and gathering evidence before cross-examining witnesses in the courtroom, a heavy emphasis on story and flamboyant, crazy characters. The prosecution this time around is Klavier Gavin, who also happens to be in a successful rock band. Helping out Apollo are Trucy, a “mysterious female magician,” and Kristoph Gavin, Kalvier’s older brother.

Apollo Justice: Ace Attorney is the first Ace Attorney developed specifically for the DS, but none of the features Capcom lists are different from the Phoenix Wright games. Perhaps Capcom has something up their sleeve?

Full press release after the jump.

Full Story »

Wii Virtual Console releases for November 5th, 2007

Super Mario Bros. 3 (NES(R), 1-2 players, Rated E for Everyone, 500 Wii Points):
Remember when no one had ever heard of a Tanooki Suit or knew that Bowser(TM) had a clan of Koopalings? The game that made these things common knowledge is also considered by many to be one of the best ever made. Bowser and the Koopalings are causing chaos yet again, but this time they’re going beyond the Mushroom Kingdom into the seven worlds that neighbor it. Now Mario and Luigi(TM) must battle new enemies, returning favorites and a new Koopaling in each unique and distinctive world on their way to ultimately taking on Bowser himself. Luckily for the brothers, they have more power-ups available than ever before. Fly above the action using the Super Leaf, swim faster by donning the Frog Suit or defeat enemies using the Hammer Bros. Suit. Use the brand-new overworld map to take the chance to play a minigame in hopes of gaining extra lives or to find a Toad’s House where you can pick up additional items. All this (and more) combines into one of gaming’s most well-known and beloved titles-are you ready to experience gaming bliss?

Alien Soldier(TM) (Sega Genesis, 1 player, Rated E10+ for Everyone 10 and
Older -Fantasy Violence, 900 Wii Points):
As Epsilon-Eagle, you are an alien soldier who has been genetically engineered to produce maximum intelligence and strength. You were once a member of the criminal organization Scarlet, but when you decided to break from the group, you were forced into a showdown with Scarlet’s new leader Xi-Tiger, who kills a hostage in his attempt to destroy you. Now it’s up to you to take revenge against the bad guys in this side-scrolling action game! Choose from six different weapons and battle the bosses of Scarlet until you reach the final confrontation with the ultimate secret weapon!

Power Golf (TurboGrafx16, 1-3 players, Rated E for Everyone, 600 Wii Points):
Power Golf sports a perfect combination of simple-yet-realistic controls and beautiful graphics. Swing away on 18 lush holes in one of three different game modes: the single-player STROKE PLAY mode and the multiplayer MATCH PLAY and COMPETITION modes. Enter tournaments as one of three different characters-beginner, intermediate and advanced. Wind strength and the slope of the green add extra challenges to each hole. Compete against other players in thestandard NORMAL MATCH or ante up one of your clubs in the unique CLUB MATCH. Up to three players can play in COMPETITION mode, and a handicap feature is included to help novice players pull off breathtaking shots just like their
advanced rivals.

Super Smash Bros. Brawl To Include Level Editor

The latest addition to the official Super Smash Bros. Brawl web site announces that the upcoming Nintendo Wii fighting game will include a level editor for the first time in the history of the series.

Unlike the Forge editor in Halo 3, the Super Smash Bros. Brawl editor will allow people to make new levels for the game from stratch and allow you to send the new levels to your Wii friends.

Wii Virtual Console releases for October 29, 2007

Castlevania® II Simon’s Quest (NES®, 1 player, Rated E for Everyone - Mild Fantasy Violence, 500 Wii Points): In this one-player adventure, you’ll take on the role of Simon Belmont once again and duel to the death with Count Dracula. Grab your legendary whip, Vampire Killer, and roam freely through Transylvania on a quest to find the count’s missing body parts-these are the key to breaking an evil curse. This quest won’t be easy, though, for you must battle hideous fiends who stalk the land. In addition to the intense action and tight control the Castlevania series is known for, this sequel also introduced several unique game-play elements into the fold. Build experience the longer you play, buy weapons and items from merchants, or talk with villagers to get clues (some of which are false). Watch as day turns to night and then back again. Take a deep breath, steady your nerves, and help Simon end his curse and defeat the count once and for all.

SAMURAI-GHOSTâ„¢ (TurboGrafx16, 1 player, Rated E10+ for Everyone 10 and Older - Animated Blood and Violence, 600 Wii Points): This action platformer features a samurai ghost from the depths of the underworld. In a past war, Kagekiyo managed to defeat the shogun Yoritomo and his clan. However, their evil spirits were not completely destroyed, and now, in the world known as Dark Side, they seek the time of their rebirth. In order to shatter those ambitions, Kagekiyo must make his way across seven zones and head for “The Heart of the Darkside” where Yoritomo lies in wait. Use spirit weapons to power up your sword, or other items, such as candles to recover health, and defeat the endless hordes of enemies. Each zone is not only protected by a boss but also includes demons as well as real samurai from 12th-century Japan. Get ready for some intense one-on-one combat action.

MAGICIAN LORD (NEOGEO, 1-2 players, Rated T for Teen - Blood and Fantasy Violence, 900 Wii Points): Released in 1990 and regarded as one of the NEOGEO’s earliest signature games, this side-scrolling platformer mixes action with the mystical world of fantasy. A magician named Elta, last descendant of the famed Magician Lord, takes on an epic adventure to save the world from the evil Gul-Agieze. Elta must battle through eight stages, collecting the eight tomes of power that are key to defeating Gul-Agieze and his evil plans. By obtaining orbs in one of three colors (elements) that appear during the game, Elta’s offensive powers and jumping abilities can be strengthened. The effect varies considerably depending on the combination of elements, though, and Elta can transform into six different forms: Waterman, Dragon Warrior, Shinobi, Samurai, Raijin or Poseidon. Can you help Elta to become the new Magician Lord?

Wii Virtual Console releases for October 22, 2007

Three new classic games go live at 9 a.m. Pacific time. Nintendo adds new games to the Wii Shop Channel every Monday.

Lunar Pool® (NES®, 1-2 players, Rated E for Everyone, 500 Wii Points): Lunar Pool takes the historical game of billiards and reinvents it with a unique and futuristic flair. The rules are simple: All you need to do is use your cue stick to hit the white cue ball, causing it to hit the other numbered balls and make them go into the pockets. You can enjoy nearly unlimited game play with 30 tables, two different ball arrangements, and the ability to change the degree of friction on the table. You can play against a computer or another human player, so try challenging someone once you’ve got the hang of the game.

Ninja JaJaMaru-kun® (NES®, 1-2 players, Rated E for Everyone, 600 Wii Points): Take on the role of a ninja called JaJaMaru and rescue the captured Princess Sakura from the evil Namazu Dayuu in this action-packed game, previously unreleased outside of Japan. JaJaMaru must use his throwing stars to defeat the monsters lurking in each of Dayuu’s many hideouts. JaJaMaru has to be careful though, as each monster has its own unique weapon and method of attacking. The only way for him to advance is to break the floor bricks above him and move up and down between the levels of each round, defeating monsters as he goes. To help him, broken bricks sometimes reveal items that JaJaMaru can use to his advantage, possibly leading to the ultimate power-up: a ride on Gamapakun, the giant frog. Throw in some bonus stages and you’ve got a game with a style all its own.

Golden Axeâ„¢ III (Sega Genesis, 1-2 players, Rated E10+ for Fantasy Violence, 800 Wii Points): The once-peaceful kingdom so familiar to fans of the original Golden Axe is under threat once again. The Prince of Darkness has stolen the invaluable Golden Axe, taken over the kingdom and rendered its warriors harmless with an evil curse. One warrior breaks free from the curse and must defeat the prince and regain the Golden Axe to save the kingdom. In this one- or two-player action game, play as a giant, a panther or a sword-wielding human and fight your way to victory once again.

Avatar: The Last Airbender - The Burning Earth Xbox 360 Has Shipped

THQ Inc. today announced the release of the Avatar: The Last Airbender–The Burning Earth video game, based on the hit animated Nickelodeon television series.  Avatar: The Last Airbender–The Burning Earth is currently available for the PlayStation 2 computer entertainment system, Nintendo’s Wii home video game system, Nintendo DS and Game Boy Advance.  In addition, the game is scheduled to be released for the Xbox 360 video game and entertainment system from Microsoft next month, marking the debut of the first Nickelodeon title for this system. 

Based on the popular Avatar: The Last Airbender animated series from Nickelodeon, players will follow the storyline of the second season as Aang puts up a courageous fight against the evil Fire Nation to restore balance in the war-torn Earth Kingdom city. Players will be able to experience an epic adventure playing as five new playable characters including Appa, Jet, Toph, Zuko and Uncle Iroh as they experience brand-new firebending moves and go head-to-head in the all new Arena Combat for intense fighting action. Dramatic air battles will also take place as players experience new flying levels while playing as Momo and Appa. 

“THQ has done a fantastic job translating the epic adventures of the Avatar: The Last Airbender television series into engaging interactive entertainment that brings an entirely new Avatar experience to fans,” said Shaul Olmert, vice president of digital products, Nickelodeon. “We’re excited to make our Xbox 360 debut with our new Avatar game.”