Nintendo fesses up to DS Lite hinge defect, will fix for free

We suppose it's a bit of a stretch to call Nintendo's DS Lite hinge problem -- which according to Nintendo affects 0.02 percent of shipped units -- much of a defect, but the big N has heard the cries of its users, and will now fix the problem for free. Multiple Lite-o-holics have reported a small crack on the left side of the hinge that holds the two screens together, and even our pals over at Joystiq have encountered the problem. Up until now Nintendo was charging $50 to repair the incidental damage, as it was considered outside of warranty, but now they're changing their tune with free repairs for all. This keeps up with their track record of consumer love, which they established with the "single dead pixel" policy on the original DS. Thanks Nintendo, we love you too.

[Seanux @ Jul 21st 2006 3:09PM]

I have a single dead pixel on my DS and Nintendo refused to fix it! this was also a replacement unit for my original DS that was having trouble reading the flash cards! the whole reason I won't upgrade to the DS Lite is that they won't fix my current DS I'm really choked especially when I had heard previously that they would fix any DS!!!!!

[Yanathin @ Jul 21st 2006 3:18PM]

I just called Nintendo and they're repairing my imported Crystal White DS Lite. They told me it only takes 7-9 days from the time I got off the phone with them to the time it arrives back in my mailbox. Free (and FAST) shipping, free repair. Can't beat that.

But unfortunately they won't fix any other color than White.. If you have a different color, they said they'd only be able to replace it with a brand new white DS Lite.

The lady I talked to told me that it might be easier to deal with my imported unit by simple replacing it with a brand new American unit. Fine with me!

[Mike @ Jul 21st 2006 3:19PM]

I love Nintendo's customer service. I sent my Lite in for repair for a single stuck pixel and they've already shipped my repaired unit.

[tans @ Jul 21st 2006 3:30PM]

Ahh the power of bitching and moaning can be beneficial at times, annoying as hell most of the times. If this was 10 years ago you break it you shut the hell up. Now these guys will have to pay more attention to detail/quality.

[John @ Jul 21st 2006 3:40PM]

@ #1:

Wow, I'm really impressed that they are servicing your imported unit, which technically isn't even under warranty here in the states. Either that support person just doesn't know any better, or Nintendo's policies rule.

[smorty71 @ Jul 21st 2006 3:41PM]

Mike:
Nintendo did the same for me. Had a single stuck red pixel in the middle of the touchscreen. They paid for UPS shipping both ways. It is on its way back to me right now.

[nimro @ Jul 21st 2006 3:41PM]

Hear this Apple?! Now that's good customer service!

We all know good Customer service = good PR!

[gorkon @ Jul 21st 2006 3:56PM]

COOL. I am glad that they are going to fix this. I just discovered this today on my DS lite. After I buy one for my son it's off to Nintendo to get fixed.

[bobartig @ Jul 21st 2006 3:57PM]

Looks about the same as apple's customer service to me:

1) User experiences quality issue.
2) User discovers via internet that others are experiencing the same issue.
3) User confronts company regarding issue.
4) Based upon units sold, and complaints/issues logged, there is no indication that a quality issue exists.
5) Company denies existance of an issue, offers an out of warranty repair option.
6) More quality issues occur, more people complain, issue becomes bigger.
7) Company either admits to quality issue (in apple's case, they did, in nintendo's case, they did not.) or does not, but agrees to cover issue under warranty.

So all in all, looks like their modus operandi is the same, except that apple actually fesses up to the quality issue, and nintendo denies it with meaningless statistics.

Too bad they won't cover imports.

[dcstimm @ Jul 21st 2006 4:08PM]

Thats why I love Nintendo and Apple, if you have a problem they take care of it, I wish more companies followed this example.

Cracked Nano screen fixed free of charge here, I had a early early model.

Dead pixel on my 5th gen, replaced free of charge.

I called Nintendo last week complaining that I couldnt play Mario 64 DS cause my lite didnt come with a thumb stick, and they sent me one for free because I was a long time nintendo customer and they had my records on file for over 10 years. When I got the package I looked inside and found a free subscription to nintendo power!

Love them or hate them Apple and Nintendo rock

[chaddd @ Jul 21st 2006 4:11PM]

i love you nintendo!

[Matt @ Jul 21st 2006 4:25PM]

"Hear this Apple?! Now that's good customer service!"

Apple did offer exchanges for iPod/nanos for any reason a while back.

I don't have a problem with my DS lite, but it's nice to know I can get a new one if the problem shows up.

[Jesse @ Jul 21st 2006 4:51PM]

As in free shipping too? I called them a few days ago and they shipped me a new DS Lite (overnight to Canada!) but it cost me 5 bucks. I'm not complaining either way though, Nintendo is awesome.

[Bizam! @ Jul 21st 2006 5:13PM]

Yeah, Nintendo does have the best customer service! Other than the fact that they play the SSBM - Orchestrated Soundtrack as their hold music, they hooked-up my GameCube for free. They stopped manufacturing GCs with digital-AV ports a while ago and when my old GC broke and I bought a new one, I sent it to them, they installed a digital-av port and shipped it back, only took about 5 days!! Go Nintendo!!! (yeah, i'm a fanboy... ;) )

[Felix @ Jul 21st 2006 7:14PM]

Nintendo products are ridiculously reliable. Old game boy colors were indestructible.
I have a used gamecube here in the dorms. Its been on for weeks straight without any breaks. Been thrown, burned, and dropped. Still works great. Hope Wii is this reliable.

[Nakamura @ Jul 21st 2006 7:34PM]

Actually, my GCN messed up after only... ah... 3 years of usage. Only works with 93% of my games now. :( (not kidding. There's one game that it just won't read, that reads find on other GCNs.) Anyways, Nintendo must be doing something with all the time that they've taken to come out with the new console, other than simply making an awesome controller, especially since its graphics won't be as good as the PS3 or the 360. I figure they'll have to change the expression to "The cockroach, the twinkie and the wii."

[masteropp @ Jul 21st 2006 11:28PM]

I just looked at my DS after seeing these pictures and sure enough... it's cracked, too. I'll be interested in seeing how smoothly this replacement works.

[Fishtix @ Jul 22nd 2006 10:58AM]

I have to agree, Nintendo's build quality and service are the best I've seen. Roughly 10 years ago I accidentally fried my SNES with static electricity through the controller port. The warranty had been expired for years. I placed a quick phone call to Nintendo, and I had a brand new system 3 days later. They sent a new one before my broken system even arrived. It's refreshing to hear nice stories about service after witnessing disastrous PS1 and PS2 hardware quality issues and Sony's complete neglect of their customers.

[Derek @ Jul 22nd 2006 1:51PM]

Nintendo has always had great service. I remember back when our SNES died, far out of warranty, we sent it in for repair while they sent us a new one, I believe very few questions asked. There was of course, a repair fee, but I'm pretty sure it was really low, as my parents wouldn't have paid over 100 bucks to fix it. They always had the phone number on the backs of the systems, and throughout Nintendo Power magazine. To this day, even though I don't buy consoles anymore, Nintendo still has my neverending love and admiration.

[Derek @ Jul 22nd 2006 1:52PM]

Also, as far as durability goes? My old original game boy STILL works, even after removing the scratched up screen cover, leaving it in a box in a hot shed for a few years, and maybe even a little bit of water.

[murse @ Jul 22nd 2006 2:15PM]

Interesting that I ran into this post, because I just got off the phone with Nintendo customer service. For my part, I expected better service than I received.

I'm a father of two and a big Nintendo fan, mostly because of what people have said here. All of their products that we have used (N64,GC,DS,DS Lite,Gameboy Adv.,GBA SP) have had rock solid quality and reliability, even after multiple drops, falls, kicks, etc.

With the DS Lite, however, I have found the out of the box quality to be a little disappointing. I purchased 3 units when they launched in the US. I returned one to the store for a pixel problem (I've seen many of my kids' friends with pixel problems, too). Not a big problem, pixel issues are not that uncommon.

However, my son came to me yesterday and said he could turn his DS Lite off. I looked and the power button had broken - it was pushed in and wouldn't spring back. The unit had not been dropped, so it seems to me it was some weakness in the switch assembly that caused the failure.

I called up Nintendo, expecting them to replace the unit under warranty as it was only about 5 weeks old. I talked to a curt young lady that said I had to pay for the repair.

I went around and around with her, ultimately explaining that, by her own statements, she agreed there is the possbility that it was a defect-related failure, and, if that possiblity exists, and with the unit only being a little over a month old, then it should be covered under warranty. After insisting that I would accept nothing less than a cross-shipped replacement under warranty, she relented (after going back and forth to her supervisor 3 or 4 times).

Ultimately, Nintendo did the right thing, and, it is possible I simply encountered a rigid, young service rep that was poorly trained, but the whole experience was rather disappointing. Also, understand that I have spent a few years of my career working in and the managing customer service area for a large manufacturer. Customer service is as much an art as a science, and should be used to build customer loyalty, not just dole out a "yes" or "no" on warranty repairs.

This is not meant to be a rant, but it seems relevant to the conversation.

[mreeve @ Jul 22nd 2006 3:13PM]

Glad Nintendo could own up to this, unlike other companies. Others might want to take note.

[good PR @ Jul 22nd 2006 8:48PM]

I didn't get the black strap thing when I bought my DS, I called nintendo, in a bout 4 days I got it through UPS free of charge, Nintendo has some excellent Customer Service.

[jp @ Jul 23rd 2006 2:10PM]

are they fixing it or givin u new ones

[ipodman715 @ Jul 24th 2006 1:58PM]

What if you send back your DS Lite but have Nintendo Wi-Fi Connection set up for it?

[Kim @ Sep 12th 2006 11:09AM]

My son has had 3 DS lites now (in less than 5 weeks), each with the crack(s). The system in not very durable for kids. I about about to sent the 3rd one to Nintendo to be replaced...again.
(Guess I got all the 0.02% defects).

BTY-Each system we received got the crack in less than 2 weeks.

[THAT ONE KID @ Sep 24th 2006 6:21PM]

does it get replaced or does it get fixed. i wonder if u could possibly get another color if u pay extra money cuz the black one looks pretty sweet!!! btw i've had 2 ds lites so far and they've both cracked. they need to make the hinge the same length as the right hinge like the original ds. it'd b a lot more durable

[Douglas @ May 21st 2007 12:26PM]

If everyone on this could please check the right hinge above the trigger. I have had three DS Lite units break completly off so the screen hangs from the wires on the left side. The first time it happened, nintendo said it was my son's fault, which I believed because he is 7 so they charged me $50 dollars to fix it. After we received the replacement unit, he was under supervision the whole time he was allowed to play, but still after a three months it showed signs of damage. I was Pissed and called Nintendo back and they shipped out another replacement. Now it has been about another 4 months and the DS broke again. Nintendo said they will replace it again but said that this is the last time.

Has anyone else had these problems with the screen completely breaking off?

[Mike @ Jun 20th 2007 11:27AM]

I think this problem is bigger than Nintendo is letting on - especially with the pearl white units. I believe the cracking is due to a manufacturer's defect with the polymer formula they used in the white DS cases. Perhaps they tested one or more of the other colors and thought all the plastic was the same. There is a definite problem with the pearl white. If you do a search for DS parts on eBay you will find many white DS lite units for sale with the same broken hinge problem, but not with any of the other colors.

[Mindy @ Jun 24th 2007 7:45AM]

My daughter's pink DS Lite has a broken right hinge, after 6 months of use. Does anyone have the customer service (or other) number to call Nintendo and get it fixed? Daughter is pretty unhappy, and I'm irritated that this expensive toy didn't last any longer. The screens do work fine, but the hinge problem which is a biggie. Thanks.

[Jo @ Aug 7th 2007 7:49PM]

We purchased 2 white lite units a year ago in Australia, and during the last few months we've had problems with both of their hinges. The first unit had a cracked hinge initially, which then got worse and a piece actually snapped off which we tried to glue as it wasn't at that time affecting the play. Then the top screen became so loose that it had to be held open which made things awkward when playing. The 2nd unit then showed a crack on the left hinge which wasn't causing any problems, but then my son went to play it one time, opened it up, and the whole of the right hinge snapped away from the the bottom area! I was there and saw this happen. His unit was then totally unuseable because the top screen was just hanging loose only attached by one hinge (which was also cracked) ... the right side was only held together by the wires in place. I rang Nintendo 2 weeks ago (just within a year of purchase) and they said there was no problem in Australia with the Lite hinges and that they usually found it was user damage!! I assured him that both users treasured their DS units and they certainly hadn't been mistreated!! He said to send them in to service dept which I did with a very straight talking letter enclosed asking for them to be repaired under warranty!
They've been there for a week now and I'm told it takes 15 working days before they can look at them. Then they'll let me know what the situation is. I may be getting in touch with Consumer Affairs on this if I'm not happy with the result! I hear that CA have suggested more people report their hinge issues to them, as they would then be able to take this matter further, which is what is obviously needed!
Two white units, same issue ........ its not a coincidence!!!

[George @ Nov 11th 2007 10:05AM]

I bought both my son and daughter a white Nintendo Ds. My son had the DS for only 5 weeks before it cracked at the hinge. Nintendo had at first insisted that I had to pay for it, but ultimately fixed it for free. Now, 2 days ago, my daughters did the same thing. I just got off the phone with Nintendo, and they gave me a very rough time. The man I spoke with insisted I had to pay 50 dollars to get it repaired. I had to argue with him for a very long time. He had to repeatedly go speak with his supervisor. They did not decide to fix it for free until I threatened with a class action lawsuit. There is definitely a defect with this unit. Not only have my kids both had the same problem, but there friends have too. I am very disappointed with the customer service I received.

[Streetsy @ Nov 28th 2007 1:07AM]

I don't think free is the right term. Pay them $25(AU) and postage and they will have a look at it. Then if they deem it under warranty they will replace it. If they think its not their fault, pay them more money to repair it. Oh and don't forget to get a reciept. (Who keeps reciepts?) They will not accept a credit card statement.

This (and call me cynical if you like) is how Nintendo get massive sales records. Build a faulty product and make it difficult to get the problem fixed. Then the customer finds it easier to buy a new product than to jump through every hoop.

[Jennifer @ Dec 2nd 2007 11:08AM]

So my husband bought 2 of these about 1.5 years ago. After a couple months our son's unit cracked in the hinge. At first we thought it was his fault; he dropped it or yanked it out of someone's hand, etc., to which he profusely denied! But then about another month later my husband's unit cracked too! He called Nintendo and the agent he spoke with immediately admitted it was a known problem with the hinges, and they would fix them both for us at no cost, they'd even pay for the shipping. As it happens, we were in the middle of moving at the time, so our call tags were lost somehow in the shuffle. Finally, one year later, I decide to call back (My son finally reminded me at a moment when I could actually do something about it! Ha.). I was told they'd be happy to fix it.... for a fee of $75 per unit!!! I explained how my husband was originally told they would be fixed for free due to the fact that the crack was a KNOWN manufacturing flaw in the design. To which I was told it was NEVER an issue. Fortunately I happened to be sitting at my computer and able to google for this defect I knew existed, and low and behold 100's of searches turn up about how people were complaining about cracked hinges. To which he replies I said our hinges are broke and a crack isn't considered broken. Excuse me???!! He offered to have them fixed for $50 each instead, and I reluctantly accepted at first. But I said, you know what "let me speak to someone higher up than you please." I was on hold for about 5 minutes, he comes back and says there isn't a supervisor available, but he's been told he's authorized to offer to fix our units for free! Thank you!! But he goes on and on about how the cracks were just cosmetic and in no way affects the use of the console, and that the fact our hinges are completely broke is really our fault. Whatever dude! The crack is a manufacturing defect, and yes, at first it is merely cosmetic. But if you don't get it fixed immediately it turns into a HUGE problem and eventually the console stops working! I know, we have two of them! At least we're getting them fixed for free, although we do have to pay $15 for shipping. I didn't feel like arguing over that.

[Crystal in MA @ Jan 27th 2008 10:49AM]

I am furious about this situation. My son's unit broke at the hinge. Looking at the break it is obviously from the same crack that everyone else has but we did not notice it while it was just a crack. So I call them and they admit it was a design flaw, however since we did not notice it before it broke all the way it is OUR fault and we have to pay $75 for the repair. However if it is still under the warranty period they will knock $25 off of the price.

So, they make a faulty product, sell it with a warranty, and when it breaks because of thier mistake, I have to pay to fix it? Even if it is still covered by the warranty? That is insane!

I have been a loyal user of Nintendo products right from the beginning, but not anymore.

[Tami Stueve @ Feb 21st 2008 7:06PM]

Yep, I just called and they said it would be an $80 repair. What? I could buy a new one for a little more than that. I wonder if we have any other option? Maybe we could get engadget involved?

[edodo @ Apr 6th 2008 10:54PM]

My DS lite fail to work all of a sudden. Damnedest thing, I forgot when I purchase it from a gaming store and I paid cash for it. I called them up and gave them the serial number to them. And they told me immediately that it was out of warranty and told me it will takes over 110 to fix it. Or I can also spent about 95 to purchase a re-conditioned unit. You know what, I recently recover the receipt and I actually purchase on May 2007. That means it is still under warranty. (however, as soon as they told me it was out of warranty, I break open the DS Lite and I mess up with one of antenna cable). Bad customer service as just not serious checking the warranty information. I don't trust them anymore.

[jackie @ May 5th 2008 11:32PM]

hey my ds is cracked because my little brother threw it i have had it since barely this christmas i have insurance and the warranty do u think i can get it replaced and how long would it take reply fast can i take it to the store or what

[katie @ Jul 24th 2008 3:44PM]

My hinge cracked and now it doesnt open right. i gave it to my dad to look at and a piece cracked off. so my dad called customer service today and they said it wasnt free and would cost us $50 plus 7.75 for s&h. so you might want to check on this info to make sure it is accurate.

[ANG @ Jul 27th 2008 7:37PM]

Nintendo does not repair for free unless your son or daughter tells you about it during the warranty period. I was told $85 to fix it (that includes the $7ish shipping charge) or $95 for a refurbished model. A nice lesson to a kid who saved up her babysitting money, gift money and allowance for 6 months so she could buy it as soon as it was released. She didn't think the cracks were serious early on, and was actually afraid to admit it was cracked until is was too late. So, buy a brand new one for $129 or get a refurbished/repaired one for $85 to $95. I suspect more than that tiny percent cracked. More like the kids didn't notice it til it was out of warranty and a big crack. Such a shame that they would rip off kids like this. I am not a happy Nintendo customer for sure and plan to warn off parents from investing their kids (or own) hard-earned money on a company that won't make good on their poor quality merchandise.

[ACW @ Aug 9th 2008 2:19PM]

NOT TRUE THAT NINTENDO WILL FIX FOR FREE!
I spoke to Nintendo directly and they said that regardless of what you read on this or any other site, that it is NOT TRUE and NOT THEIR POLICY to replace broken hinges for free. They absolutely will not. It is a minimum $85 charge to have them look at it. They will not honor any reference to any claims made on this site and said that this site is not an official Nintendo site at therefore anything stated on here is not in any way associated with their policies.

[ACW @ Aug 9th 2008 2:20PM]

What do we need to do to get a class-action suit started? This is ridiculous!

[Charles Nadal @ Sep 5th 2008 9:11PM]

Nintendo will not fix for free.... they want to charge 75 bucks plus shipping JUST FYI personally I think the DS has been a pretty good investment, ionly after 2 years did it break. BUT I also think 65 % of the cost of a new unit is a bit ... no its a bunch steep on a repair! oh well what to do.

[Joe Oldendick @ Oct 21st 2008 4:55PM]

I just got off the phone with Nintendo and called one of these in. The woman told me they would replace it for free and they are sending me something to print for free postage..

The defect is actually on their website...of course it has to be the correct model...

Model Number usg-001

I think this hinge is fixed on the C/USG-USA-1 models

[milrtime83 @ Nov 3rd 2008 7:57PM]

Just adding another DS with a cracked left hinge. I have model number usg-001 purchased in August of 2006. They gave me a price of $75 plus shipping to fix it. It is still usable for now so I am not willing to pay that much to fix it. I just hope it doesn't get to the point of being unusable. I'm wondering, how have DS Lite's been holding up with the crack?

[bob @ Nov 20th 2008 1:34AM]

i sent mi ds lite for repair after i found a dead pixel on the top lcd out of the box. came bak after 2 weeks and also came back with a dead speaker, so i sent it back the fixed it and sent it back to me. When i arrived i was working fine, but i noticed a small crack under the right hinge i though it was nothing so i used it about 9 months later i opened mi case and then mi ds and it snaped and it was jsut 2 days after the warranty finished so i super glued it (VERY DUMB IDEA DO NOT TRY THIS SEND IT TO NINTENDO) and the shoulder button stopped working. Amazingly mi shoulder buttton works but you have to push a little harder. But mi point is NINTENDO should be more carefull with their repairs(i do take care of mi stuff the ds lite is still working with screeen protecters put on both perfectly so cant notice them and its in perfect conditoin jsut mi bad luk and nintendos bad srevice)

[Tania @ Jan 5th 2009 1:03AM]

Adding yet another pink DS Lite with a cracked hinge. We are guessing it was always the hairline crack shown on pictures, but unfortunately we didn't notice it until it really cracked. Our daughter is beyond a little careful with all of her electronics. What a disappointment for a 12 year right after Xmas. New games to play and no system to play them on! $129 is ALOT of saving for any kid!

[Lynette H. @ Jan 14th 2009 6:09PM]

It is a rare case for it do crack on it's own.

[Laura @ Jan 15th 2009 5:22PM]

Hi all, I just thought I'd add my 2 cents here. I just received a Nintendo DS Lite from my mother. It is used, bought in August 2007 I believe. I noticed right away when I opened it that something was wrong. The top part opens up ALL the way, it completely flops open, no resistance at all. Plus when I inspected it further I saw that a piece was broken off by the right hinge. So I called Nintendo just for the heck of it, not being really sure if they would help me at all since it was out of warranty. I talked to the nicest guy, he said it sounded like it was damaged from someone being too rough with it or damaged from shipment. He then said it would cost $75 to repair it, I said wow that's a lot of money to fix it. He then told me to hold on, came back a minute later, asked for my info and proceeded to tell me that he was giving me a one time only exemption to repair the unit for FREE! Yay me :-) I don't know what made him decide to do that, I didn't even ask for it or anything, he was very nice though. I get free shipping as well, which is awesome. The only bad thing is that my son has to wait another 11-16 days to play his DS. He'll live though, lol.

[waterinto @ Jan 19th 2009 3:20AM]

Adding an ice blue special edition to the list. I got it a week before christmas, apparently purchased Black Friday, and tonight I pick it up and find that a piece has snapped off my RIGHT hinge. I had to argue with the lady to get it fixed for free, thank goodness she was more reasonable than the information that was given to her. As I told her, I'm kind of mad. Nintendo is better than this. My family, we've been Nintendo fans for almost 18 years, partly becuase Nintendo products don't break. And then my DS lite breaks and I can't even close it. And now to get it repaired, I'm probably going to lose the pokemon I have on the GTS waiting because I can only trade at friends' houses. Fantastic.

At least they're fixing it free though.