6. Support for Inquiries

6.1 Sample Inquiry

The following example shows support for a typical inquiry from an illegal user.

6.1.1 "My Game Software Won't Run"

Ask the caller to send in their Game Card. One example is provided.

"It sounds like the card is malfunctioning. Please take it to the store where you purchased it and ask for an exchange."
"Please mail your DS Game Card C.O.D. to the address provided in the manual. We will replace it immediately."

They will not mail their piracy devices to you. If possible, we recommend never mentioning the legality of a customer's actions. If a customer does send you a piracy device, return it to them with a simple statement to the effect that the game does not appear to be one made by your company.

6.1.2 "I Want to Play My Game on a Piracy Device"

Respond that you provide no support for piracy devices.

We recommend not referring to the illegality of piracy devices or copying, because making a personal backup copy is legal.

CONFIDENTIAL