Nintendo: "We are not aware of any problems with the hinge of the DS Lite"
by James Ransom-Wiley 
{ Jul 18th 2006 at 3:55PM }
MaxConsole has received Nintendo's response, via Cake PR, to reports of the DS Lite's hinge cracking. The official statement is as follows:"We are not aware of any problems with the hinge of the DS Lite, however if someone experiences a problem with their DS Lite they should contact their local customer services department. The DS Lite carries a one year warranty for manufacturing defects, if the fault is covered under the warranty it will be repaired free of charge if not then customer services will provide a cost for repairing the product.
For warranty repair information, all technical enquires [sic] including servicing products, guarantee information, troubleshooting, part orders and release dates in the UK, please contact our Customer Service department (Monday - Friday 8:30am-7pm)."
In an effort to make Nintendo 'aware,' MaxConsole has compiled an impressive list of DS Lite owner testimonials, scooped from the pages of Arstechnica, Digg, GameSpot, and, yes, even Joystiq, each representing a unit with a near-identical crack, located on the left side of the hinge. While for most, the crack remains merely a cosmetic nuisance, some reports claim that the damage can worsen, resulting in the loss of the hinge's plastic casing, which in turn, affects the stability of the top screen.
Regardless, Nintendo should investigate this matter further, in order to determine if the crack is, as speculated, a design flaw. Currently, customer service representatives are attributing the crack to misuse ("you dropped it"), and repair is being offered for a $50 fee.
Reader Comments (Page 1 of 2)
KR @ Jul 18th 2006 4:00PM
Good. Hopefully people will keep on them about this and we'll see some results, instead of the usual corporate "if there is a problem, have them call our service department" sidestep.
.ed @ Jul 18th 2006 4:09PM
i can't believe there has been such a big deal of this... 3 blogs in like 2 days time on something that barely anyone has heard of.
Nintendo has HIGH quality standards, if this is an issue (8 complaints out of millions sold), is there a doubt in anyones mind that they will take care of it?
it's not a plague.
sure it sucks for a few people, but take it to a gamestop or wal-mart and get it replaced free and stop complaining and pointing fingers.
They will replace it on the spot.
Baboon @ Jul 18th 2006 4:09PM
At least if any past experience I have had with Nintendo is an indicator, as soon as enough people tell them what is going on they should do repairs/replacements. Kinda a bummer that it has taken this long though.
I myself have not experienced any cracking, but to those of you who have, I wish you Godspeed.
Dracula Jones @ Jul 18th 2006 4:14PM
More like Nintendo BS Lite, am I right?!
But seriously, if the problem isn't widespread (that list on MaxConsole isn't even a blip when you consider the millions of units sold), covering this under warranty will generate more bad press pointing out the problem than it would good press for fixing it.
.ed @ Jul 18th 2006 4:16PM
I understand that if this proves to be a real issue, it should be brought to Nintendo's attention, but that is what the retailers will do.
Take it to your store and get a replacement. THEY HONOR THEM.
It is not worth your time to sit and wait for Nintendo to replace it for you when a retailer will replace it and then they can worry about handling the product return with Nintendo.
Jon C @ Jul 18th 2006 4:17PM
I doubt it is a design flaw as both our DS Lites, imported in April, has ZERO cracks. And we have been gaming on them at least an hour a day each.
If there is a flaw it is probably a manufacturing one with one of their factories, or a problem down the supply chain.
Izuna Drop @ Jul 18th 2006 4:17PM
Oh my lord... that's a Sony response. Does anyone remember Kutaragi's response to problems with the PSP square button sticking?
JimmyHACK @ Jul 18th 2006 4:21PM
looks like nintendo is "arrogant" too
Geist @ Jul 18th 2006 4:23PM
This is not a Sony response, this is a 'covering our ass' response. A Sony response is "You're using it wrong, stop being an idiot, and no, we will not replace it you dumbass."
PhillyRampage @ Jul 18th 2006 4:27PM
Either they really have a disconnect with the community, or they're just being ignorant about it.
Paul P. @ Jul 18th 2006 4:27PM
Remarkable how nobody exhibited this problem two days ago, and now EVERYBODY HAS IT. This is mass hysteria and nothing more.
Dr. Tubesteak @ Jul 18th 2006 4:33PM
"i can't believe there has been such a big deal of this... 3 blogs in like 2 days time on something that barely anyone has heard of."
I think the problem is that the DS Lite has only been on sale for a couple of months, to own a portable device and to had have a problem like this arise so early is an extreme issue. Expect more of these issues to start surfacing in the next monthor two.
bob @ Jul 18th 2006 4:35PM
Actually, two days ago I never even thought to look at that part of the hinge. But as soon as the first mention of it came up I took a look, and what do you know, there it was.
bounchfx @ Jul 18th 2006 4:36PM
"Remarkable how nobody exhibited this problem two days ago, and now EVERYBODY HAS IT. This is mass hysteria and nothing more"
I've had no reason to look there before, but after hearing this, I check, and sure enough, I have the same problem. the crack.
You can't even feel it, but it's there.
since I imported mine, I know I just cant go in the store and get a new one, and so I'm not sure what to do, I can't speak japanese or know what its saying..
the crack doesnt bother me at all, but the fact that it could potentially get exponentially worse frightens me.
Bender @ Jul 18th 2006 4:40PM
Well, I tried today to return my DS to the EB Games where i purchased it one month and 6 days ago. They told me that because it was older than one month i'd have to take it up with Nintendo (Australia).
Problem with that is they want me to spend cash $25 to get the thing looked at before they'll even quote on a repair...
Nintendo Australia haven't been the greatest of organisations in this area over the last few years - here's hoping they are a bit more willing this time around.
Kung Fu Skippy @ Jul 18th 2006 4:46PM
My DS lite doesn't have this problem, but I wanted to put forward a suggestion.
Previously I worked pretty exclusively as a notebook service technican and I've seen many hinges cracked in a similar way to what these screenshots indicate. This usually happens because people will open the LCD on the unit with their hand on one side or another, putting an abnormal amount of stress on one side of the LCD hinge.
This issue can generally be fixed by just opening the unit from the center or putting one hand on each side and distributing the force equally on both hinges.
I don't know if that'll help, but I'll be opening my DS a little more carefully from here on out.
KFS
ill trooper @ Jul 18th 2006 4:59PM
Ninty did get right on the original DS bad-pixel problems, if this turns into a major problem, they will likely address it properly.
funkyflea @ Jul 18th 2006 5:00PM
Yknow guys, Nintendo AREN'T immune to faulty products. ;)
rhork. @ Jul 18th 2006 5:01PM
*You Fools need to stop dropping your ds lites*
meh... this reminds me of the bs i had to put up with about a year with my first gen xbox. A bad dvd drive is somehow my fault, not to mention the 1000's of others that went unaddressed too.. anyway, if i can offer one piece of advice- What they say is 'policy' is rarely final. Get on the phone with nintendo customer service and argue your way to at least a knocked down price.
I hate this kind of stuff, but it's to be expected with any given electronic. =/
GSI @ Jul 18th 2006 5:01PM
"Does anyone remember Kutaragi's response to problems with the PSP square button sticking?"
Yea Kuturagi's response was that the PSP is a work of art and that you don't criticize works of art.
Nintendo's response on the other hand is "We aren't aware of it (meaning there isn't a massive outbreak) but if you have a problem let us know."
Plus like .ed said, just b/c it happens to a small number of people doesn't mean it is some kind of epidemic.
unimental @ Jul 18th 2006 5:01PM
"...the crack doesnt bother me at all, but the fact that it could potentially get exponentially worse frightens me."
You sound like a "global warming" zealot. If you're that badly frightened about a tiny plastic crack, please don't ever watch the nightly news. It could kill you.
Relax. Your DS will be fine as long as you don't go throwing it about the room.
dvnt @ Jul 18th 2006 5:07PM
The only reason this is even an "issue" is because people with some measure of exposure, like this "blog", are making it an issue. Know one I know(at least 15 here in the office alone) has had this problem and all these people have played their DS on a regular basis since launch. If this is anything, it's user error or just plain bad luck. It's not Nintendo's fault.
Mockstar @ Jul 18th 2006 5:09PM
omgwtfbbq class action suit - show me on the doll where Nintendo touched you :*(
rhork. @ Jul 18th 2006 5:12PM
@GSI
"Plus like .ed said, just b/c it happens to a small number of people doesn't mean it is some kind of epidemic."
That's not to say that Nintendo, Sony, or Microsoft is in the right to ignore such product defects. 'Epidemic' or not- If what you paid for is defective, it should be acknowledged and fixed.
Ritz @ Jul 18th 2006 5:16PM
http://img71.imageshack.us/img71/9283/crackvx1.png There's mine. Also, sweet, I've been referenced =(
Anyway, it would be nice if it could be repaired. It's nothing major and it doesn't hamper anything and I didn't even notice the crack until I noticed the news story on Joystiq... BUT, the fact that is barely a month old and already developed a crack is disconcerting to me...
Kevin @ Jul 18th 2006 5:17PM
over three million sold only about 10 Cracked come on what kind of post is this joystiq
jay @ Jul 18th 2006 5:22PM
After I read the Article on the busted hinge I inspected my DS Lite and to my surprise...IT WAS BUSTED!!!
I don't care about it that much and it seems to be mostly cosmetic.
I am disappointed in Nintendo for not owning up to it. It kind of shatters my pure view of them and forces me to look at them as the corparate juggernaute that they are.
Md @ Jul 18th 2006 5:31PM
I couldn't say what the percentages are, but like many, I never noticed the crack until Joystiq made a post about it. Personally, I'm not concerned about it and wouldn't bother shipping to Nintendo (if they officially recognize the problem) unless it was proven to be a precursor to more serious hinge problems.
Nintendo can barely keep up with demand as it is though, so I can't imagine they'd be ecstatic about replacing a bunch of 'em.
PS: Never dropped mine. I treat it like a baby... a baby I actually like.
riffgod @ Jul 18th 2006 5:32PM
i understand why some of you are getting mad at Nintendo. Still, there is a process. There are a certain number units that must be reported effected before Nintendo can do anything about this. You'll see this in any industry. The truth is that the problem could be due to use a bit more excessive than it can handle.
I guess I can calmly take this side because my DS lite doesn't have the crack. I personally always worry that my big meaty paws are going to break that tiny plastic thing. Until it happens however, I guess I'll just remain careful with it.
Everyone's doing the right thing by reporting it. I hope everything gets worked out.
Josh @ Jul 18th 2006 5:33PM
I didn't read the other comments, but if no one else said it, then I'll will.
If you have a cracked DS Lite, I would suggest waiting to repair it if you don't mind, because if Nintendo decides that it is indeed a manufacturing defect, then you could get it replaced for free later.
As for me, I don't have the crack, so I'm good for now. :D
WamBam @ Jul 18th 2006 5:44PM
It sucks when any company, whether known for their quality or not, releases a product with flaws. I don't know if I hold Nintendo in any higher esteem then I do other manufacturers but if this does turn out to be a design flaw that they should fix it. Personally, I bought two DS Lite's and both of them have cracks which is either a terrible coincidence or evidence that something is amiss with the case.
If Nintendo is a good company, then hopefully they'll step up and take ownership of their mistake. If this is truly an issue where Lite owners are misusing their systems, then they need to prove that.
M.C. Hampster @ Jul 18th 2006 6:21PM
Just say no to crack.
IslandLife @ Jul 18th 2006 6:37PM
Crack is Whack!!
bobartig @ Jul 18th 2006 7:06PM
I've had my DS Lite since launch, and I've ben AMAZINGLY careful with it. Never dropped it. Never bumped it. Always keep it in a padded case. To give perspective, I have 3 ipods in perfect condition, not a scratch on them. I'm an experienced hardware technician familiar with consumer electronics, and desktop/notebook support. I take meticulous care of my electronics. I've played the DS a few hrs a week, and its got a cracked hinge.
I would bet big bucks that the ratchet mechanism inside the hinge is too tight, which places too much tension on the hinge cover when opening and closing the display (otherwise normal usage, no banging, no dropping necessary). I've seen this same issue on a number of electronics before. Nintendo can fess up to it or not. This may be a widespread problem or not (although about 15% of Kotaku pollsters had it. Thats hundreds of cracked hinges right there). But as for my DS, it has this defect, which led to the hinge breaking from normal usage.
idioteraser @ Jul 18th 2006 7:14PM
Only reason Nintendo charges a fee in this case is because the defect doesn't hinder you playing the DS.
They have to replace the entire case and top screen. Obviously that isn't cheap since it is half the unit at least for a minor cosmetic problem.
Seriously crack in the case isn't something anyone with any sense would worry about. Nothing has been said about lite cracks from Japanese users. They have had them for much much longer and I think we would have heard about these cracks if they existed before now.
Whenever a factory increases their capcity or new factories get opened you can always expect a few batches to have problems. Things smooth out a few months later and the defect rate is so low it's like winning the lottery.
Asher @ Jul 18th 2006 7:21PM
Where's the other ape?
Rare Hare @ Jul 18th 2006 7:27PM
Geist said:
" This is not a Sony response, this is a 'covering our ass' response. A Sony response is "You're using it wrong, stop being an idiot, and no, we will not replace it you dumbass." "
Thank you, Geist, for the most spot on comment I've ever read on this sight.
vdeogmer @ Jul 18th 2006 7:37PM
Woo, now that my digg comment has been ripped and thrown onto another site, I'm a quasi-celebrity now, right?
Also, my top screen really was about to come off, and I talked the Nintendo dude into waiving the repair cost because I told him it was there when I got it.
Sean DL @ Jul 18th 2006 9:01PM
See the cracks on here and looking at my light blue DS lite, I'm having a feeling this is a temperature related damage.
It's happening right were the DS lite is sealed and the only thing I know that causes that is irregular changing in temps.
And since we are in Summer...Either way expect a statement sometime before August...
n8dogg @ Jul 18th 2006 9:28PM
I feel that for some reason, if a Sony product began to have a similar unified cosmetic problem like the DS crack, the response here would be a lot different.
Double standard, maybe?
Oh, and mine has one too. I just checked and low and behold. I did take a risk and tried to see if it could worsen any by applying stress on the breakage, but it seemed to hold up enough. I guess only time will tell if this becomes a major stability problem with the top screen.
darktmplr @ Jul 18th 2006 9:35PM
@ #22 (dvnt): ("The only reason this is even an "issue" is because people with some measure of exposure, like this "blog", are making it an issue.")
-- That's what they said about the Apple MacBook's discoloring issue, and shortly afterward Apple acknowledged the issue as a defect.
Velvetone Fusion @ Jul 18th 2006 10:18PM
No crack on my black DS lite. Just a mold seam. Maybe it's the white DS lites specifically that are crackers (sorry, couldn't resist)? Seriously though, anyone with a color other than white with "The Crack"?
n8dogg @ Jul 18th 2006 11:22PM
@ #39 (Velvetone Fusion)
OMG RACISM! :-O
yujean @ Jul 19th 2006 1:39AM
THANK YOU .ed
Why is this such a big issue? As long as screens aren't hanging off of hinges by their threads---what is the big deal! I remember reading in 1 other (out of 3?) article that 4 people posted pics... and 8 others confirmed this problem... WOW 12 people. omg, let's make 5 more articles about this ridiculous nuisance.
Just because you don't have anything else to post about doesn't mean you should refer back to mundane topics like these. It's misleading to be posting so much about little things like this.
yujean
Tim @ Jul 19th 2006 2:02AM
Here is a growing list of affected DS lites. If the list seems small, bear in mind 3 things:
1. It was started only a few days ago
2. It is managed by one person
3. It is dependent on everyone who has a crack reporting it, so if you have one, take a minute to do so!
Tim @ Jul 19th 2006 2:08AM
sorry, here's the website:
http://dslcracked.awardspace.com/
Rymix @ Jul 19th 2006 2:24AM
I bloody love chimps!
mike @ Jul 19th 2006 3:13AM
im scared...
BlackYoshi @ Jul 19th 2006 9:18AM
There are 60 testimonials listed on the Max Console site alone, not 8. I think its funny how the fanboys are going into full "cover Nintendo's ass" mode by lying about the amount of users out there and saying "ITS NOT THE WIDESPREAD, YOU'RE ALL LIARS" . Face it, its a a common design flaw that probably affects thousands of users. For a system whose sole selling point is that it looks better than the original DS (face it, it offers very little else.), and aesthethic flaw sucks. There are a lot of people out there with this problem, and so far it seems like Nintendo wants to charge you to fix it. Most retailers aren't going to take it back, because they are also going to say that crack is "wear and tear". This may start as a minor problem, but remember, cracks generally get bigger, not smaller.
Purokogi @ Jul 19th 2006 10:31AM
@16 "Previously I worked pretty exclusively as a notebook service technican and I've seen many hinges cracked in a similar way to what these screenshots indicate. This usually happens because people will open the LCD on the unit with their hand on one side or another, putting an abnormal amount of stress on one side of the LCD hinge."
that sounds completely feasible... it would explain the crack on only one side of the unit... and im just guessing but i bet most of them are right handed so like me they open their ds with their right hand. i could imagine if the plastic was thin on the hinge that basically opening it only on one side would cause the crack.