Nintendo of America is expected to begin using outside companies for customer service support in October, just before the busy holiday season. However, Nintendo claims they are simply updating and improving their customer service, not changing it significantly.
Nintendo of America is moving all of its customer service operations from the United States to South America, according to IGN. This means the contracts of around 200 workers – who currently handle tasks like customer support via phone, email, and chat, as well as financial and account management – will end in September. Many of these workers have been with Nintendo for a long time. One contractor stated that the U.S.-based team is being completely phased out, with very few remaining on-site.
Contractors who spoke to IGN anonymously said Nintendo of America didn’t explain the reason behind the decision. Despite losing their jobs, these contractors are still required to train the people who are replacing them.
The language differences, combined with other issues, have been frustrating for both workers and customers, according to those involved. Workers who are losing their jobs are worried this will ultimately harm the quality of customer support at Nintendo of America. They report a clear rise in angry and abusive customers since the decision was made, with some agents even subjected to racial slurs.
Nintendo of America has stated that the information presented in IGN’s article is incorrect, and they are defending the quality of their service.
We’re aware of recent reports and want to clarify that some information shared with IGN isn’t accurate. At Nintendo of America, we greatly value our partnerships with various companies and the skilled contractors who help us deliver excellent customer service. We’re always improving how we support our customers, and working with external partners who have local expertise across North and Latin America allows us to scale our support effectively, especially during busy periods. Providing top-notch customer support is our main goal, and we’re happy that customers continue to report positive experiences with the service they receive.
Following the incredible success of the Nintendo Switch 2, which has already sold over six million units worldwide in just a few months, providing excellent customer service will be crucial as it heads into the busy holiday season. The new console is proving to be very popular, quickly surpassing the sales of the original Switch.
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2025-09-22 18:40