Gaming Joycon Drift Saga: Internal Nintendo Memo Instructs Customer Service to Fix ‘Joy-Con Drift’ for Free

tom_mai78101

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Nintendo’s got a problem on its hands. It’s called “Joy-Con Drift,” an issue where the analog sticks on the Switch’s detachable controllers, called Joy-Cons, begin moving things on the screen on their own. Following the huge response to a report by Kotaku, it’s become enough of an issue that Nintendo recently told customer service representatives the company will no longer charge customers seeking Joy-Con repairs, and refund those who’ve already paid, according to internal Nintendo documentation seen by VICE Games.

“Customers will no longer be requested to provide proof of purchase for Joy-Con repairs,” the internal customer service details say. “Additionally it is not necessary to confirm warranty status. If a customer requests a refund for a previously paid Joy-Con repair [...] confirm the prior repair and then issue a refund.”

The memo was provided to VICE Games by a source familiar with Nintendo's updated customer support documentation. We agreed to speak under the condition of anonymity because they are not authorized to speak publicly about Nintendo's internal processes.

 
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