Nintendo‘s Japanese subsidiary has introduced a new policy that allows the company to refuse to repair or replace a product if the behavior of a customer is considered offensive to the support staff.
In October, Nintendo made changes to its customer service terms, adding a new section on customer claims.
The company now reserves the right to refuse to replace or repair products if customers act “beyond the socially acceptable”, including in cases of threats, insults, or excessive number of calls with the same question or complaint.
The following actions are listed in the full list of actions that may lead to refusal of maintenance:.
- Intimidation or threats.
- Abusive or degrading speech.
- It’s an invasion of privacy.
- Excessive demands, like free repairs after the warranty period.
- Demanding an apology from Nintendo or its employees without sufficient grounds.
- Excessive repetition of the same request or complaint.
- Slanderous comments on social media or websites.
If the company believes that any of these actions have taken place, the customer may be denied replacement or repair. Moreover, if the behavior is deemed malicious, the company will contact the police and legal counsel to take appropriate action.
There is currently no law in Japan that prohibits harassment of staff by customers, but some companies include anti-harassment policies in their terms and conditions.