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Nintendo Japan is no longer repairing products if customers threaten or harass its employees

Nintendo Japan is no longer repairing products if customers threaten or harass its employees

Nintendo's Japanese arm has implemented a new policy that allows its repair staff to refuse to repair or replace a product if the customer who submitted it is abusive.

According to Kyodo News, the company updated its repairs page in October to include new guidelines for players who send in faulty hardware for repair.

"When enquiring about a repaired product, please refrain from taking any actions (including but not limited to those listed below) that go beyond what is socially acceptable as a means of fulfilling your request," the site now says.

"If we believe that any of these actions have occurred, we reserve the right to refuse to replace or repair the product." Furthermore, if the Company believes the behavior is malicious, 

According to the site, the following actions may cause Nintendo to refuse to repair 

  • 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

"We made the decision after concluding that our customers would understand because of the reputation we have built of faithfully responding to them," a Nintendo PR told Kyodo News.

According to Kyodo News, there is no law in Japan prohibiting customers from harassing employees, but some businesses have incorporated anti-harassment policies into their terms and conditions. An official from Japan's Ministry of Health, Labour, and Welfare praised Nintendo's move, saying, "Some corporations have started taking a resolute stance against the issue, which is effective."

Hiromi Ikeuchi, a social psychology professor at Kansai University, added, "In recent years, posts on social media have made visible the harassment that various industries face, and consumer attitudes are changing."

"As a result, Nintendo has successfully stayed current by making a decision that society was willing to accept."

Source: VGC

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