There have been a handful concerns that fans have had with the Nintendo Switch since its release last week. Some of these issues include the much spoken about connectivity problems with the system’s Joy-Cons as well as the reports that some users have received scratched or scuffed Switch screens after simply docking their unit. In a recent conversation with TIME, Nintendo of America COO Reggie Fils-Aimé spoke about some of these problems and how Nintendo is addressing them.
Fils-Aimé spoke first about the the problems that have been plaguing the Joy-Cons and said:
First, we’ve seen the inquiries, and we here in the Americas are looking at all the information we can get our hands on. We are in the early days of a system launch, and so for us, we want as much consumer feedback as possible. We are directing consumers to contact us through Nintendo Support for any and all potential questions they may have. Specifically on Joy-Con syncing, all I can tell you is that we are aware of and have seen some of the reports. We’re asking consumers a lot of questions. That’s why we want to get consumers on our help line, so we can get as much information to understand the situation as possible. And so we are in a fact-finding mode, to really understand the situation and the scenarios. And with that information, we’ll look and see what the next steps are.
Nintendo later gave another quote to TIME about the Joy-Cons and said:
The number [of Joy-Con replacement or repair requests received] is not significant, and is consistent with what we’ve seen for any new hardware we have launched.
Reggie later went on to talk about the screen scratching issue that some Switch owners have claimed has occurred to them and stated:
Again, this is why we’re encouraging consumers to reach out to us directly. We have done, as you know, literally hundreds of events, starting with our activity back in January, and most recently the various tours that we continue to take the system out on. As soon as I heard of this report, I asked my teams, “Have we seen this in our own experience?” And the candid answer has been no. So throughout all of those experiences, throughout all the docking and undocking we’ve done, we haven’t seen it. So this is one where if it is happening, we want to understand more as to what the specific situation is. Which is why we want consumers to let us know through our support site.
He went on to also clarify that the reason the system’s docking unit is no longer available for sale is not because of the problems users have faced with it scratching their screens, but is instead due to scarcity.
At Nintendo of America, we were the initial market that was pushing for the idea of a second dock. The production quantity is just not ramping up as quickly as we hoped it would. So it’s a pure availability situation. More will be available shortly. But certainly we understand the desire, and it’s something we pushed hard for from a production standpoint.
Nintendo released one final statement on the Switch and any potential issues that users may be having as a whole and said:
At Nintendo, we take great pride in creating quality products and we want our consumers to have a positive experience. It is common with any new innovative consumer technology for consumers to have questions, and Nintendo Switch is no exception. There are no widespread technical problems, and all issues are being handled promptly, including the reports regarding the left Joy-Con Bluetooth connection. To best support our customers, we continuously update the online consumer support site and provide real-time answers to the questions we are receiving. We want our consumers to get up and running quickly to have fun with Nintendo Switch, and if anything falls short of this goal we encourage them to contact Nintendo’s Consumer Service team. For help with any hardware or software questions, please visit: http://support.nintendo.com.
It’s nice to see Reggie and Nintendo being candid when addressing some of these problems that consumers have faced in the Switch’s first week on the market. If you have issues with your own Switch, be sure to follow the company’s advice and go report your problem with Nintendo Support.