Nintendo Updates Repair Policy to Protect Staff from Customer Harassment

Image: Nintendo

If you’re not the type to carefully read all updated terms and conditions, the below tweet from Nintendo Japan Support may miss you (don’t worry, it happened to us too). However, as indicated Sora News 24the latest update actually makes some pretty big, though painfully obvious changes to better protect your staff from customer harassment cases.

The changes come after a 2020 investigation into Japanese businesses by the Ministry of Health, Labor and Welfare, which identified key issues related to customer harassment.

The Repair Services Rules (found in the tweet above) now include a section titled “On Customer Harassment” which details the new ways the company is moving towards resolving the issue through a range of methods from denial of service to calling the police in more extreme cases.

Sora News 24 provides the following translation of the new manual additions:

When inquiring about product repair, please refrain from acting outside of the accepted norms (including, but not limited to, those listed below). If we find that such behavior has occurred, we may refuse to repair or replace your product. Moreover, if we consider such behavior to be particularly malicious, we will contact the police and lawyers to take appropriate action in response to it.

– Threats, intimidation or threatening behavior
– Insults or degrading remarks
– Violation of privacy
– Service requests that go beyond social norms, such as a request for free repairs beyond what is covered by the warranty.
– Unreasonable demands for an apology from the company or demands for people to be punished
– Behavior that prolongs wasted time, such as excessive repetition of the same request or complaint.
– Slander on social networks or the Internet

After reading the above list, you will see that these changes are by no means unreasonable. Many customer-facing jobs around the world are based on a similar set of guidelines designed to make everyone aware that the workforce is made up of people you know deserve to be treated accordingly.

While it may seem painfully obvious, writing things down is always a good idea. This prevents all kinds of “I was just kidding”, “That wasn’t even that aggressive” and “Does any of this say on your website” that can come up when employees ask to be treated with respect. We hope that the number of reports of customer harassment will decrease in line with these changes.

What do you think of the new Nintendo rules? Embody the level of kindness he asks for and let us know in the comments below!

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