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.

[(Unverified) Posted 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?

[(Unverified) Posted 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.

[(Unverified) Posted 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.

[(Unverified) Posted 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!!!

[(Unverified) Posted 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.

[(Unverified) Posted 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.

[(Unverified) Posted 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.