In an interview with Time, Nintendo of America President Reggie Fils-Aimé addressed all sorts of burning questions about the hottest gadget in town, the Nintendo Switch.

Time immediately hit Reggie with the biggest issue regarding the Switch: Joy-Con desynchronization.

“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.”

More complaints have also surfaced regarding the screen getting scratched while moving it in and out of the dock. Reggie claims he has never heard of this issue from any of the pre-launch events or other testing sessions, and Nintendo hopes to gather as much information about the issue as it can.

“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.”

Reggie added that he encourages all complaints to be directed through Nintendo Support.

Read the full interview on the official Time site.

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Written by Logan Plant

Logan loves voicing his opinions just as much as writing them. When he isn’t gaming or writing, Logan’s probably recording a podcast or chatting on the radio. Video game journalism is his passion, and he hopes to cover video games for years to come.