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In a recent report published by IGN, Nintendo has made the decision to outsource its customer support services. This comes just as Nintendo Switch 2 is approaching its first holiday season, generating concerns that Nintendo’s customer support will suffer.
Now, customer support will supposedly be outsourced to South America, which some sources claimed was significantly challenging due to the language barriers, as well as Nintendo’s handling of the overall decision. Some are concerned that the quality of Nintendo’s customer service will decline as a result. According to one of IGN’s sources, a lot of roles these workers would take on include, “back office teams, fraud, financials, chargebacks, customer services, chatlogs, customer phone and email support, refunds, account bans, remote data transfers, repair support, everything customer support. There are a few people remaining on-site overseeing it, but essentially it’s all going away.”
In addition, sources claim that these roles were filled by contract employees, however most of them had worked there for years. This was a supposed attempt by Nintendo of America to skirt around laws that would require these employees to be hired full time; instead, they would be contracted for 11 months at a time, be “let go” for a couple months, and then have their contract renewed, often at a higher pay rate. It has been estimated that around 200 of these workers are getting their contracts cut and phased out entirely.
IGN did reach out to Nintendo about these claims; its response is below:
“While we have nothing to announce about our internal business activities, the claims shared with IGN include inaccurate information. At Nintendo of America, we are extremely thankful to have partnered with several companies and their talented contractors over the years to deliver high-quality customer service experiences. We continue to evolve and expand our customer service model with external partners that have deep experience in all the markets we serve across the Americas. This approach allows us to support the full scope of our customer service mission in both North America and our growing Latin American markets, and better scale to seasonal needs for consistent support. As always, our top priority is to provide excellent customer support, and we are pleased that customer satisfaction with the service provided by all our partners remains positive.”
Let us know what you think about this rumor in the comments!
Source: IGN
