Nathan Tolbert (@nathantolbert) was having a throwback gaming tournament with some friends when disaster struck. His Super Nintendo Entertainment System, which was originally released in 1990, gave out after decades of faithful service. On a lark Tolbert decided to call the support number on the back of the console. He wasn't expecting much help since the SNES has long become obsolete, but Nintendo actually did their best to solve his problem!
My ancient Super Nintendo went POP and died, so on a whim I called the support number on the back just to see what would happen.— nathantolbert (@nathantolbert) March 30, 2018
A nice lady from @NintendoAmerica spent 10 minutes with me troubleshooting possible causes. On a nearly 30-year old system. pic.twitter.com/glQCH7cwR1
Nintendo's service is impressive, even if the troubleshooting ended up unsuccessful:
I've heard @NintendoAmerica had good customer service, but that's ridiculous.— nathantolbert (@nathantolbert) March 30, 2018
Unfortunately, the troubleshooting ended with "sorry, we can no longer offer repair services for it, you'll probably have to buy a replacement."(Which means it's time to open it up and attempt surgery)
The question on everyone's minds was... what game was Tolbert playing when the machine gave out?
Street fighter 2. Doing a tournament with friends :-(— nathantolbert (@nathantolbert) March 31, 2018
Tournament was cut short
Fortunately, Tolbert was handy enough to get the tournament back on track:
Good news: didn't take much surgery to get it going again.— nathantolbert (@nathantolbert) March 30, 2018
This is amazing, both that the number worked and that they actually offered troubleshooting! How did you fix it?— Bryan J. Hipquark, DDS, KFC (@hipquark) March 30, 2018
Completely removed the cartridge connector and realized it was really dirty/junky at the bottom edge where you couldn't reach without opening. A good cleaning fixed it.— nathantolbert (@nathantolbert) March 30, 2018
Twitter users were beyond impressed with Nintendo:
Think if I called them about my original NES they'd do the same?— Ariana Cappola (@ariana_cappola) March 31, 2018
Actually, yeah. The lady said just the week before she helped someone with issues with their NES.— nathantolbert (@nathantolbert) April 1, 2018
This support line really goes above and beyond...
i called the support and a guy walked me through getting all the baby yoshis in super mario world— Begwhi (@BJ_Roberts2002) April 1, 2018
Especially considering some of the less serious calls they receive...
I used to call the number on the gameboy and tell them that Mario jumped out of the screen and chased me around. No lie.— Shane McNallie (@shane24) April 1, 2018
Well done, Nintendo! Keep up the good work.