Nintendo of America President Reggie Fils-Aime says the company is in “fact-finding mode” to solve issues plaguing the Nintendo Switch.
Fils-Aime first addressed Joy-Con syncing issues.
“We’ve seen the inquiries, and we here in the Americas are looking at all the information we can get our hands on,” he told TIME. “We want as much consumer feedback as possible.
“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.”
He then moved on to reports of the Switch’s screen scratching whilst being docked or undocked.
“We have done 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,” he continued. “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.
“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.”
Nintendo later issued a further statement to TIME.
“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”
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