Nintendo Japan established a new policy that allows its employees to refuse to repair or replace a product if the consumer harasses them.
According to Kyodo News, the firm updated its repairs page in October to include new guidelines for gamers who send in malfunctioning devices for repair.
The site mentioned that while asking about the newly repaired goods, kindly refrain from doing activities, such as including but not limited to those described below that are socially accepted beyond too satisfying consumer’s requests.
“If we believe that any of these activities have occurred, we reserve the right to refuse to replace or repair the goods.” Furthermore, if the Company believes the behavior is malevolent, it will call the police, a lawyer, and so on, and take necessary action.”
According to the website, actions that may cause Nintendo to refuse to repair a product include:
Intimidation or threats, insulting or derogatory remarks invasions of privacy excessive demands, such as for a free repair after the warranty has expired demanding an apology from Nintendo or its staff without reasonable cause excessively repeating the same request or complaining defamatory comments on social networks or websites.
“We decided after deciding that our consumers would understand because of the reputation we have developed of honestly responding to them,” a Nintendo PR told Kyodo News.
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According to Kyodo News, Japan has no law prohibiting consumers from harassing employees, but some businesses have included anti-harassment policies in their terms and conditions.
