"The contractors who performed these duties--which include "back office teams, fraud, financials, chargebacks, customer services, chatlogs, customer phone and email support, refunds, account bans, remote data transfers, repair support, everything customer support," as one described--will see their contracts phased out at the end of September. It's estimated that 200 workers will be impacted, many of whom have worked with the company for years. One contractor said that while there are still a few people running these operations on-site, "it's all going away.""
"This, along with the language barrier, has created frustrations for everyone, the contractors said. As a result, the workers being let go fear that the quality of Nintendo of America's customer service will suffer in the long term. Contactors said Nintendo of America's decision has already produced a noticeable increase in irate or belligerent customers, with one person saying they've seen customers use racial slurs towards agents."
Nintendo of America is shifting all customer service-related operations from the U.S. to South American countries, phasing out contractor roles at the end of September. Impacted duties include back office teams, fraud, financials, chargebacks, chatlogs, phone and email support, refunds, account bans, remote data transfers, repair support and other customer support functions. Approximately 200 contractors, many long-tenured, will lose contracts and must train incoming hires before departure. Language barriers during transition have caused frustration and increased customer incidents, including reports of irate and belligerent callers using racial slurs. Nintendo of America provided a statement disputing inaccuracies and emphasizing high-quality service.
Read at GameSpot
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