Earlier this week, the Joy-Con drift problem that has plagued players for months came to a head. On Reddit, almost 3,000 comments on one thread detail the hardware issue that causes the Switch analog sticks and D-pad to react when the player isn’t touching it. It’s frustrating and hampers gameplay, to the extent that Nintendo is in fact facing a class action lawsuit for the problematic phenomenon.
Nintendo acknowledged the issue, but now the company has doubled down on their damage control strategy ahead of the Switch Lite’s arrival. An internal Nintendo customer service document states that users will not be charged by the company for Joy-Con repairs, and those who have already had theirs repaired will be refunded, according to a report by Vice.
The details state, ‘Customers will no longer be requested to provide proof of purchase for Joy-Con repairs. 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.’
Once a support ticket is opened, customer support staff will direct Switch users to the troubleshooting guide first, but if the problem persists a repair service will be provided free of charge. They’ll even upgrade the delivery at no cost to the customer.
Furthermore, due to the widespread attention Joy-Con drift has received by public and press, the document also addresses questions customers may pose to representatives: if the hardware problem will affect the Switch Lite and what about the class action lawsuit. The official answer is that Nintendo expects ‘our hardware to perform as designed’. Well, at least getting your controller fixed is free now.