Nintendo Japan “Refuse To Replace Or Repair” Products If Employees Are Harassed

Customer service is hard to deal with, which is a shame. It makes sense since you’re already mad that a product or service isn’t working right. But when people are upset, they often forget that the executive on the other end of the line is also a person who has nothing to do with what’s making them upset.

Sad to say, customer service reps are often treated badly just because they are customer service reps. But it looks like Nintendo Japan wants to stop this from happening.

Kyodo News says that Nintendo Japan has updated the repairs section of its website to say that it won’t fix products if customers are rude to the staff (thanks, VGC).

Do check:

“When making an inquiry 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,” says the site. “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 Refuse To Replace Or Repair Products If Employees Are Harassed
Nintendo Japan Refuse To Replace Or Repair Products If Employees Are Harassed

If you want to be picky about what kind of behavior is harassment, Nintendo has a list of reasons why it won’t fix your product:

  • 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

“We made the decision after concluding our customers would understand because of the reputation we have built of faithfully responding to them,” said a representative to Kyodo News.

The move has been applauded all over Japan, including by an official at Japan’s Ministry of Health, Labour and Welfare, who said, “Some corporations have started taking a resolute stance against the issue, which is effective.”

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