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(Pocket-lint) - Nintendo recently updated the original Nintendo Switch with improvements like a better battery, adding an extra two hours of use.

But the new model looks like the old one, so it's hard to determine which one you're buying when shopping online or in stores. We've already explained how to tell the difference here. But, if you were one of the unlucky ones who purchased the original Switch on or after 17 July, the very same day Nintendo announced the new Switch, reports have claimed you can easily upgrade it for free.

What's happening?

According to Polygon and other news sites, Nintendo has been allowing swaps, offering free upgrades to the newer model. Redditor DarthMewtwo23 first spotted this Nintendo Switch exchange program, and at least one other user said they were able to upgrade from the old Switch, too. However, the company now says these reports are false. In a statement, Nintendo explained:

"We do not have a Nintendo Switch exchange program. We always want players to enjoy their Nintendo Switch systems, and if anything ever gets in the way of that, we encourage them to visit http://support.nintendo.com for support, or to contact our consumer support team."

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How to contact Nintendo support

If you still want to contact Nintendo support about your recent Switch purchase and inquire about upgrading to the new model for free, here's how:

  1. First, figure out whether you bought your Nintendo Switch on or after 17 July 2019.
  2. Then, go here to determine whether you purchased the original or updated model.
  3. Next, contact Nintendo customer service by going here and entering your information.
  4. Alternatively, dial 1-800-255-3700 in the US (or 1-855-548-4693 if outside the US).
  5. When speaking with the support team, mention the rumoured free exchange program.
Writing by Maggie Tillman. Originally published on 16 August 2019.