An internal memo that got leaked reportedly instructs Nintendo customer support representatives to offer free Joy-Con repairs for units that suffer from the “drift” issue. This infamous drifting issue causes some of them to move things on the screen on their own. Customers wouldn’t need to show proof of purchase and just take them at their word. For those who paid for a previous Joy-Con repair, the customer support reps are advised to issue refunds. Nintendo hasn’t confirmed the existence of this memo.
Vice got in touch with Nintendo’s customer support about this issue, and they were told to update their system’s software. They were instructed to call back if the behaviour repeated itself, which it did. They weren’t given any pushback when they called back and were told they were being sent a pre-paid shipping label to send the defective Joy-Cons in for repairs.