Dealing with customer care is unfortunately a grueling process. It's understandable – you're already annoyed that a product or service is not working the way it should. But in that frustration, people often tend to forget that the executive on the other end of the line is also a person, and they have nothing to do with whatever is causing you to get worked up. The sad reality is that customer care executives are often treated rudely just for being customer care executives. But it seems Nintendo Japan wants to put a stop to this.
According to a report by Kyodo News, Nintendo Japan has updated the repairs section on its page, saying that it will refuse to repair products if customers treat the staff in an ill manner (thanks, VGC).
“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.”
In case you want to be pedantic about what constitutes harassment, Nintendo has listed down the reasons for which it will refuse to repair 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 praised 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.”