Since the Nintendo Switch launch there's been plenty of positivity, but in this era of social media and the internet there's plenty of opportunity to see how others are experiencing the console. Naturally problems arise, and two notable concerns have been doing the rounds not only on the likes of Reddit but in outlets such as the BBC et al. You likely know what these are already - Joy-Con disconnections and screen scratching.
In 'grading' some of the web complaints we considered the Joy-Con issue to be valid with the proviso it's arguably been overblown, as the conditions to cause the problem may not affect many. Such has been the coverage - accurate and otherwise - that Nintendo is finally trying to address it properly, albeit with little solid detail. TIME spoke to Nintendo of America's Reggie Fils-Aime this week and he stated that, at present, Nintendo is gather information from affected customers to try and pin down the roots of the issue.
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.
In our own light-hearted grading of online complaints we gave a little less credit to the complaints of the dock scratching Switch screens. Some have been very unlucky - one prominent user on Reddit inadvertently and through no fault of their own put their system into a dock that was damaged out of the box, and Nintendo apologised and offered a replacement. Cases like that happen, but we put the dock in the hands of a career engineer who rather liked its build; frankly, some people may just be too darn reckless with the thing.
While far too careful to say that, Fils-Aime did say the issue hasn't come up at various expos and tours where systems have been in and out of docks a great deal.
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.
Fils-Aime also addressed the ongoing wait for stock of additional docks - to be blunt, though, spare docks sold by NoA have been shoddily dealt with in our experience, sent loose in packaging and damaged in transit. Hopefully that'll improve with a more formal retail solution.
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.
Some official updates, of sorts, albeit with little actually said. If you have an issue with the Switch it's worth seeing what support Nintendo's customer services can provide. Oh, but don't forget the Reddit thread and YouTube video - it's a great way to boost subscriber counts, it seems.