Nintendo recently announced that they have revised their after sales terms and conditions and that customers who abuse customer service representatives can have their right to have their product repaired revoked. The move by the Kyoto-based company was praised by many on social media for protecting its customer service staff from receiving torrent of abuse or forms of bullying. An official at Japan’s Ministry of Health, Labor and Welfare, also praised the initiative stating that he is glad companies have started to take a “resolute stance” against the issue of abuse.
“We made the decision after concluding our customers would understand because of the reputation we have built of faithfully responding to them,” a PR official at Nintendo said.
An official at the Ministry of Health, Labor and Welfare praised the company’s initiative, saying, “Some corporations began taking a resolute stance against the issue, which is effective.”
“Kansai University social psychology professor Hiromi Ikeuchi, an expert in consumer psychology, said the decision from Nintendo was timely. “In recent years, posts on social media have made visible the harassment various industries are exposed to, and consumer attitudes are also changing,” she said.
As a result, Nintendo has successfully kept with the times by making a decision that society was ready to accept.”
Mmm strange improvement but at least now Nintendo will find out who is the abuser on the phone by going directly towards the police.
This isn’t news. This is literally the comment section from the last article regarding this particular topic.
Refuse to actually fix the causes of a major and consistent hardware defect
Customers get salty having to send in their Joy-cons for the Nth time
Cut them off from service if they vent their frustration in the wrong direction (an easy mistake for young people or their overworked moms to make)
Literally profit!
While I do agree that Nintendo needs to get their act together and find a permanent solution to the drifting issue, there should always be zero tolorence when it comes to harassing customer service workers.
It being an “easy mistake to make” is not an excuse for verbally abusing or threatening innocent workers.
It’s really not that difficult to act like a decent human being when dealing with customer service lines, especially when it’s over something as trivial as video game controllers.
I’m not excusing anything. The following can be true at the same time:
A) people who do bad things are fully responsible for their own actions.
B) people who knowingly do things that provoke anger also bear responsibility for the natural and predictable consequences of that anger.
(when I say “easy mistake to make” I don’t mean it’s right or okay — just predictable, understandably irrational, and unfortunately ubiquitous)
This isn’t getting salty. This is abuse and you know it.
As someone who’s been working retail for a while and had to put up with so much crap from customers that are trying to get “their way or the highway” I love this policy tbh. Just the other day I had to have my supervisor tell somebody we couldn’t do something, and she just outright told us that she will try again at a different checkout to my supervisor’s face, so my supervisor had to tell everyone to not listen to her. There needs to be a punishment for these people because there’s too many people who are willing to harass.
Yeah totally agreed, anybody who works in customer service would totally agree with this statement, sometimes it not even just constantly yelling and demeaning the worker, other times it’s actually death threats over something stupid a worker can’t controls, these guys should realized sometimes it’s a company issue and not the workers fault.
Exactly. You know, Nintendo should have done this ages ago to add it on to their policies. The abuser and the person who harass the representative should face punishment. Not the workers.
This can only end well, there’s no way this will be abused in any way…
So not only abused children continue to be abused, but now when their Switch breaks it cant be repaired due to their abusive parents! Real smart!!!! GENIUS!