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Brier Dudley offers a critical look at technology and business issues affecting the Northwest.

February 21, 2007 at 12:26 PM

Nintendo Wii bonus points, from a neighbor

Speaking of moms, one in Redmond gave Nintendo big kudos for quickly repairing her family’s beloved Wii.

“Saska” was expecting a hassle when the Wii had problems but being local, she just drove over to Nintendo’s campus in Redmond and swapped the console for a new one.

She wrote it up in a blog posting titled “Customer service gone shockingly right” that became a mini Web hit.

I won’t spoil the ending, but here’s an excerpt:

“It’s going to be about 30 minutes, though,” she went on. “I’m really sorry.”

She wasn’t Japanese, but clearly Nintendo is a Japanese company. Only a Japanese service center would apologize for taking 30 minutes to repair a piece of electronics when my expectation going in was that I’d be without it for two weeks.

The post drew “hundreds of thousands” of readers, according to the site host, Vox, which called out the post yesterday as an example of great storytelling (and the site’s ability to handle a traffic surge).

Apparently it’s customer service week. For another great post, check out Joel Spolsky’s “Seven steps to remarkable customer service.”

Comments | Topics: Nintendo

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