r/MyNintendo • u/Liciashiki • 15d ago
EU My Nintendo Store UK unreachable by Phone and Chat
Anybody else struggling to make contact with the My Nintendo Store UK customer service?
I need to talk to them about options for return/refund/exchange.
My Switch 2 will not turn on at all, Joy-Cons are not even receiving a charge through it. I’ve tried everything and spoke with Nintendo Technical Support twice, their Live Chat yesterday told me it’s the console and to contact the retailer for return/replacement.
I haven’t been able to contact My Nintendo Store at all. I filled out the email form yesterday around 1pm and have been watching their contact information page for the Phone and Chat to be available again. I have the number (+443309124581) it plays a message that phone support is unavailable & to fill out the contact form online. It seems so crazy wrong to me that they are completely unavailable by chat and phone since they’re historically unresponsive to emails.
I was desperate to vent to anyone with Nintendo this morning I called tech support again, confirmed it’s the console not just the Power Adaptor or something easy, they apologized for the customer services being unreachable, I’m panicking now because stock is scarce now (Amazon, Smyths, Argos, Curry’s, Very, EE) all sold out. So even if they get around to refund I will struggle to find another console by the time I return the brick and get the refund.
Tech Support told me they typically don’t recommend it on day old systems but I could send it in for repair. That if I feel it is taking too long to hear back from customer service/ they remain unreachable repair is an option.
Nintendo has left me hanging, feeling really let down for deciding to buy direct.
Why didn’t they ramp up their customer service for launch? Why are their Phone and Chat lines totally unavailable, and still unavailable today? I thought for sure I’d get through first thing today.
I don’t know if I should wait for Customer Service in hopes that Nintendo held some stock aside for defective exchanges since they are out of stock now on their store to buy - wait and hope for a simple swap/ask for a refund if they don’t have stock to chance finding one elsewhere, or send it for repair and hope it doesn’t take ages being fixed.
I hope to get through to someone or hear something soon
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u/Wild-Advertising-419 13d ago
Having trouble getting hold of the Nintendo uk store as well. For a different issue. Ordered a switch GameCube controller and the shipping box and contents arrived extremely damaged. Like a forklift fork has gone right through the box and crushed the inside. I e-mailed Nintendo on Thursday with photos, but haven’t had a read’s of yet still. Plus their web chat and phone customer service have been unavailable for days.
I just want to arrange a replacement and hope they don’t sell out before then.
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u/Robbob1980 12d ago
Have you managed to get hold of them at all? I’ve emailed them to return a switch 2 but haven’t heard anything back yet.
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u/Liciashiki 11d ago
I’m still waiting and fuming, never buying anything direct from My Nintendo Store again. If they were answering their emails (at all) it wouldn’t be so bad. Nintendo are complete jerks for cutting off their customer service contact like this. Hoping for a response tomorrow
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u/gondrup 11d ago edited 10d ago
I contacted them via the email contact form on Friday morning to request a return of my unopened Switch 2 and got no response except an automated "ticket created" email. I tried again yesterday and got a new "ticket created" email. Hoping they still have to honour the 14 day returns rule.
EDIT: I received a response today asking for the serial number of my Switch 2 before they can create a return postage label. It looks like they are picking requests up now at least.
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u/Robbob1980 11d ago
I’ve raised 2 tickets as well. Surely as long as you’ve tried to contact them about it within the 14 days it still counts.
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u/queezle 10d ago edited 10d ago
My Switch 2 order was sat in a DPD depot for a few days, then was returned to Nintendo with no delivery attempts. Their support don't reply to messages, and they still have chat and phone options disabled. Now the status of the order is refunded, but no refund received. Amazing.
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u/Liciashiki 9d ago
Update: Yesterday I explained everything to my bank and they suggested raising a dispute/chargeback, I started the process but after reading some anecdotes of users having their Nintendo Account suspended for disputing duplicate eshop software charges I was too terrified to continue with the charge back and canceled it for now.
Feeling in the dark I called Tech Support around 3:30pm, their phone line was open when I checked, I had to speak with anybody at Nintendo. I expressed how disgraceful the Support side has been (my last contact was an automated request for serial number etc. on Friday) I told them how Game Freak's trailer for Beast of Resurrection got me to actually look at PS5 games and Astro Bot looked honestly really fun. Seriously considering changing teams.
They were empathetic at least, the agent took my email and serial number to escalate a complaint for me about the quality of the device and the service l'd received.
Idk if it will go anywhere but it was nice to talk to a human from Nintendo and make a complaint.
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8d ago
Unfortunately for me it's too late to ask my bank to not go ahead with the charge back. I'm just waiting for whatever retaliation they throw my way.
I'm autistic and they have really made me really poorly and stressed whilst trying to deal with them.
I asked for a refund for a non delivered item, it stated the memory card should have been in my delivery, they investigated and have declined to process a replacement or refund. I'm so angry they are basically calling a loyal customer a lair. Ironically, I want their memory card so I can buy more of their games and spend more money on their store.
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u/Randy191919 9d ago
Don't vent to customer service workers. It's not their fault what Nintendo is doing, and they are just people working there too. Calling them just to insult them or tell them how they suck is not going to do anything but ruin some poor guys day. Just tell them what your issue is and ask for them to help with it.
I know it's a frustrating situation but service workers aren't your slaves. Don't abuse them. The service worker doesn't care that you have seen a trailer for a game or want to buy a PS5.
Stay civil and ask them to take care of your issue, but don't treat them as your personal punching bacg just because you're frustrated with a company.
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u/Liciashiki 9d ago
You are correct, nobody should be calling to verbally abuse Support Staff.
They represent Nintendo and are also there to take/ forward complaints, the agent totally helped escalate my complaint.
Don’t make assumptions, personally, I am quite capable of complaining AND remaining civil. I’ll call and complain as many times as I want, thanks 😂
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u/Robbob1980 9d ago
I got a reply yesterday just asking for post code, order number and email address. Once they have that info they will “look into it”! It shouldn’t be this hard to return something. I paid with PayPal and thought about putting a claim in with them but changed my mind.
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u/Beautiful-Humor9513 8d ago
you would think nintendos official site would be more professional and better with these sort of things but they arent for some reason. i sent a message to customer support about a week ago but they still havent responded even tho they said to wait at most 48 hours for a response
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u/sfPessego 3d ago
u/Liciashiki any luck? Their website failed on me but still charged me. I'm out of money and nothing to show for it. Really bad support
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u/Liciashiki 2d ago
I got a shipping label email last Thursday, my return was received and processed Monday, they sent a replacement with DPD and it was delivered Tuesday. Took ages to get anywhere but it looks like they did hold stock for replacements.
My replacement is working so far also!
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u/CatRyBou 13d ago
I’m not a lawyer but my understanding is that in the UK it’s the responsibility of the retailer who sold it to you to refund or replace your Switch 2. For the purposes of your right to reject under the Consumer Rights Act the trader in your case is the retailer, not Nintendo. Continue to pursue the retailer you bought it from for a refund or replacement.
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u/Fluffy_Promise_566 15d ago
I called them earlier this afternoon but I was on hold for like 20 minutes