Internal Memo Allegedly Instructs Nintendo Customer Service Team to Offer Free JoyCon Repairs

Posted by: Sam Tree | 24 July 2019

An internal memo leaked to Vice.com allegedly reveals that Nintendo will offer free repairs to player’s JoyCons after the backlash surrounding “JoyCon Drift”.

It’s a problem that has been plaguing Nintendo Switch owners for months, but with no clear cause or fix. The dreaded “JoyCon Drift” issue is where despite the controller being left with no physical contact, the console still recognises an input, causing movement in-game.

While I’ve been lucky enough to dodge this bullet, many others have not been so fortunate. In a recent article by Koataku, the author reports that up to four other staff in the office are experiencing the same issue.

Up until now, Nintendo has remained fairly quiet on the situation – in most cases advising gamers to ensure their systems are up-to-date, but in light of the class-action lawsuit filed by US Law firm Chimicles Schwartz Kriner & Donaldson-Smith it looks like the Big N are finally doing something about the problem.

An anonymous source spoke to Vice.com about Nintendo’s plans to resolve any JoyCon problems free of charge (even if out of warranty) and going as far as refunding anyone who has previously paid for a repair. The internal memo allegedly states:

“Customers will no longer be requested to provide proof of purchase for Joy-Con repairs,” the internal customer service details say. “Additionally it is not necessary to confirm warranty status. If a customer requests a refund for a previously paid Joy-Con repair […] confirm the prior repair and then issue a refund.”

In a statement released by the gaming giant over the weekend, they stated any customers experiencing issues with their detachable controllers should contact them through their support pages.

“At Nintendo, we take great pride in creating quality products and we are continuously making improvements to them. We are aware of recent reports that some Joy-Con controllers are not responding correctly. We want our consumers to have fun with Nintendo Switch, and if anything falls short of this goal we always encourage them to visit http://support.nintendo.com so we can help.”

With the announcement of the company’s first revision of their popular console, the Nintendo Switch Lite, players are concerned these systems will too experience the same malfunction. When asked if JoyCon Drift will be a problem with the new machines, the Nintendo Customer Service team have been instructed to respond with “We expect our hardware to perform as designed.”

I guess we’ll have to wait and see if the Lite really does hold up; but until then, it’s reassuring to know Nintendo is finally working to resolve the problem.

[Source: Vice.com]


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