Reggie says Nintendo is investigating Joy-Con issues

The Nintendo Switch launch has been a resounding success for Nintendo, but that doesn’t mean it hasn’t been without its issues. Joy-Con connection problems have been plaguing some Switch users enough that it appears as though the company is investigating these claims about the Joy-Con.

In a new interview with TIME, Reggie stated that the company is looking into all customer feedback received during this crucial launch period for the new device.

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.

As far as Nintendo not testing their equipment enough to catch this issue, Reggie says that they’ve done several hundred events to showcase the Nintendo Switch around the globe and none of the teams in charge of showcasing the device has experienced these docking issues.

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 it appears as though Nintendo is aware that consumers are experiencing an issue that hasn’t appeared in their own personal tests. One YouTuber is suggesting that it’s a hardware default, while others have been able to get the Joy-Cons to behave by desyncing and resyncing them with the Nintendo Switch.