Since the Nintendo Switch launched, some people have had a couple of hardware issues with their new systems. The first one to be reported was the left Joy-Con randomly disconnecting from the system, especially when used in the Grip. We haven’t had this happen to us yet, but there has been considerable evidence online that some consumers are experiencing the issue. When TIME asked Reggie Fils-Aime about this problem, he responded:
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.
UPDATE: In a statement to TIME, Nintendo says “The number [of Joy-Con replacement or repair requests received] is not significant, and is consistent with what we’ve seen for any new hardware we have launched.”
The second issue that some have reported is the Nintendo Switch screen getting scratches on it by putting it in and removing it from the Switch Dock. Again, we haven’t seen this issue firsthand, but some people have had the issue. Reggie says:
Again, this is why we’re encouraging consumers to reach out to us directly. 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 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.
So, there you have it! If you’re experiencing these problems, be sure to get in contact with Nintendo’s Consumer Service team. You can do this by calling 1-800-255-3700 or by visiting their support site at: http://support.nintendo.com. Nintendo hasn’t found any widespread technical problems that impact everyone, so by alerting them to any issues you may be having will help them to better understand what could be causing issues for some, but not everyone else. It also could result in you getting some type of replacement parts to fix the issue, so it never hurts to give them a try.
TIME also asks Reggie about additional Switch Dock supplies, video streaming services, and being able to output to the TV without a Dock. You can read the full interview here.