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Nintendo Japan has instituted a new policy to protect their employees from harassment by customers. According to the policy, customers seeking out repair of any faulty Nintendo products will be refused service if they engage in certain behaviors. Their official web site has been updated to reflect this, as seen below.

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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. 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.

[Nintendo Japan]

According to the updated site, actions that will result in refusal of service include the following:

  • 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 complained
  • Defamatory comments on social networks or websites

This new policy was instituted to help protect Nintendo’s staff, as there are currently no laws against this type of harassment by customers in Japan. In a statement to Kyodo News, Nintendo PR rep said, “We made the decision after concluding our customers would understand because of the reputation we have built of faithfully responding to them.”

Most people should agree that resorting to any kind of threats or derogatory comments over a product repair complaint is taking things too far. With this new policy in place, hopefully more employees at Nintendo Japan are treated with the respect they deserve.

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Comments (4)

Most Upvoted

snailperson

Sure gives them a lot of extra reasons to duck out of the expense of a repair. But, of course, we will trust our gentle corporate friends to not abuse this new policy, because it's for a good cause.

riftsilver

14d ago

Good, there's way too much abuse thrown at customer service. In my past few interactions with customer service they've gone out of their way to thank me for being nice to them. I can only imagine some of the people they have to deal with every day.


ridleysaria

14d ago

Good on Nintendo for establishing reasonable boundaries. The customer isn’t always right. Sometimes the customer is just an a-hole.

Even if I have good cause to be angry with customer service I try not to be “that person”. The employee on the other end of the phone is just doing their job and probably not the source of my frustration. It’s a shame when customer service people have to take the abuse.

Now I wish I could hang up when I get rude people on the phone at work.


snailperson

14d ago

Sure gives them a lot of extra reasons to duck out of the expense of a repair. But, of course, we will trust our gentle corporate friends to not abuse this new policy, because it's for a good cause.


I don't know how your comment is the most upvoted but they didn't say that they will cancel out. They said that they may cancel it out if it goes too far.

Why should Nintendo do this policy if they see that the employees could misuse it? If at all they hear that the employees are making use of this for wrong reasons, they will lose their jobs and Japan isn't very lenient when applying for jobs either.