Nintendo refuse to repair products if customers harass its staff

Nintendo of Japan will refuse to repair faulty products if customers are rude and harass its staff, it has been revealed.

As reported by VGC, a newly implemented policy states that staff can refuse a product to be repaired or replaced if a customer is deemed to be abusive towards a Nintendo customer service representative.

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Credit: Nintendo

Nintendo says no!

The updated policy which came into effect in October 2022, says: “When making an enquiry about a repaired product, please refrain from using any actions (including but not limited to those listed below) that go beyond what is socially acceptable as a means of fulfilling your request.

It continued: “If we deem that any of these actions have taken place, we may refuse to replace or repair the product. Furthermore, if the Company deems the conduct to be malicious, it will contact the police, a lawyer, etc. and take the appropriate action.

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Credit: Nintendo

What’s more, the policy clarifies that Nintendo can refuse to repair or replace a product if representatives face:

  • Intimidation or threats
  • Insulting or denigrating remarks
  • Invasion of privacy
  • Excessive demands, such as for a free repair when the warranty has expired
  • Demanding an apology from Nintendo or its staff without reasonable cause
  • Excessively repeating the same request or complaint
  • Defamatory comments  on social networks or websites

A Nintendo spokesperson replies to the repair policy

In addition, a representative of Nintendo told the Japanese media outlet, Kyodo News: “We made the decision after concluding our customers would understand because of the reputation we have built of faithfully responding to them.

In all fairness, it should go without saying that we should be kind to others. Furthermore, no matter how frustrating a situation can be. Moreover, I firmly believe that being rude or shouting at customer service staff gets nowhere. If anything, it can just make everyone’s day worse.

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Credit: Not Nintendo

Everyone can be nasty or nice

That being said, as someone that spent years behind the counter in retail, some customers can be quite horrible. However, I have also encountered my fair share of rude staff with a lack of understanding of the situation at hand.

In other words, be kind, treat each other with respect and hopefully, we’ll all get a positive outcome. Maybe.

Finally, what are your thoughts on Nintendo of Japan’s stance on customer service? Let us know across our social media channels.

While you’re here, be sure to check out our video of the week. 10 of the scariest horror games of all time are shown off. What is your favourite horror game?

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Featured Image Credit: Nintendo/Source: VGC via Kyodo News