Nintendo of America is shifting its approach to customer support in a way that has already taken a heavy toll on its staff.
Around 200 contractors who had been managing day-to-day customer service tasks in the U.S. are now seeing their roles phased out, with the work being transferred to external partners in South America.
Brazil, Argentina, and Nicaragua will handle a bigger share of tasks, including refunds, account bans, troubleshooting, and fraud prevention.
While Nintendo has previously worked with overseas teams as first-line agents, this time, they are expected to manage full cases from end to end.
How Did the Transition Affect the U.S. Contractors?
According to accounts from those affected, most were informed through staffing agencies instead of Nintendo directly.
Some contractors, many of whom had been working with Nintendo for years under rotating 11-month contracts, expressed disappointment that the company had not issued an official message of thanks or apology.
To make matters worse, those who remained employed through September were tasked with training their replacements abroad, something described as unusual and demoralizing.
Workers worry this rushed handoff will inevitably lead to mistakes, especially since newcomers are unfamiliar with Nintendo’s stricter standards for customer support.
Why Are There Concerns About Customer Service Quality?
The controversy centers on fears that customers will face communication problems because the outsourced staff lack strong English fluency.
Several described an increase in angry interactions with players, including cases where callers became abusive or even used racial slurs against the new staff.
Experienced workers noted that complicated issues are frequently sent back to them, a sign that outsourced hires still have a long way to go.
As Nintendo pushes the Switch 2 into its debut holiday rush, critics argue this is the worst possible time for Nintendo to risk a dip in service quality.
Why Did Nintendo Turn to Cheaper Labor Markets?
Contractors also pointed out that Nintendo is moving jobs to regions where wages are a fraction of what U.S. workers earn.
In Washington state, where many were based, the minimum wage is more than $16 an hour, while in Brazil, the equivalent is just over $1.50.
To those who built their expertise on Nintendo’s platforms, the outsourcing feels like trading reliability for cheaper labor.
Some argued that Nintendo might have saved money and preserved service quality by hiring veteran contractors directly instead of working through staffing agencies.
How Is Nintendo Defending the Move?
Nintendo confirmed that outsourcing changes are happening, but it disputed parts of the reports and chose not to say which ones.
Instead, it framed the decision as a way to “evolve and expand” its customer service model across the Americas.
The company pointed to the need to support both North American and Latin American markets while scaling up during peak seasons.
Nintendo pointed out that satisfaction ratings are still strong, showing players haven’t noticed any decline in support.
However, those directly involved argue that once experienced U.S. contractors are fully out of the picture, the divide will be more obvious.
What Challenges Do Former Workers Now Face?
Since they were never considered permanent employees, the workers not only lost their contracts but also missed out on severance, with benefits capped at what staffing agencies provided.
Many now face a tough job market, especially as generative AI is increasingly being used to automate customer service across the tech and gaming industries.
The shift is particularly discouraging for some who noted that Nintendo had fostered an inclusive work environment for LGBTQ staff and other diverse groups, only to now leave them searching for jobs in a climate where they feel less welcome.
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