That idea that "the customer is always right" has led to all sorts of hostile actions against employees, however to Nintendo this is coming to an end at least in Japan. The company has updated some guidelines in its customer service process, making it clear that it reserves the right to deal or not with customer requests if any negative situation against its staff presents itself.
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According to a report from VGC, the warranty and repair section of Nintendo's Japanese site was updated last month and now displays important and new information.
The company states that in case of any rudeness, attack or what they consider hostility against the staff dedicated to this process, they will simply reject the request. In fact, the Japanese company warns that if the situation escalates, they may take stronger measures involving the authorities and the law:
“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.”
Of course, this covers social media too
As reported by Nintendo, there is zero tolerance for warranty or repair requests that involve intimidation or threats, denigrating comments, invasion of privacy, insistence on a request (e.g. applying warranty when it has already expired), demanding apologies without a justifiable reason; and, most curiously, comments on social networks or websites that defame the company.
Although no details are revealed as to why Nintendo of Japan made this decision, it may be that the company has put a stop after years of requests and criticism for the infamous Joy-Con Drift problem, as it has been something that has accompanied Switch since its launch but has been taken care of by the company.
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