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In 2010, Nintendo of America opened its brand-new headquarters in Redmond, Washington on a 10-acre plot owned by the corporate for the reason that early Eighties. The late Satoru Iwata reduce the ribbon on the state-of-the-art facility alongside then-Washington State governor Chris Gregoire on a “gleaming 300,000 sq. foot facility” with “cushioned benches formed like d-pads” and a “Mario Kart-themed parking storage.” It was the whole lot a Nintendo fan may think about, proper right down to the primary boardroom being often known as “The Grasp Sword.”

Throughout the way in which, previous a soccer pitch of the type one usually sees on West Coast tech campuses, is a a lot older constructing that is not practically as well-known. A former warehouse that homes a hodge-podge of departments starting from knowledge science to Product Testing and Improvement (PDT), it in some methods hearkens again to the times when NOA was merely an arcade distributor working out of New Jersey. The warehouse doorways are nonetheless seen, and the freight elevator close to the greeting desk will generally get caught open and make loud grinding noises. Whereas Nintendo has spruced up the ornament with some Mario-themed diagrams, it is in any other case a nondescript work space with an environment akin to a library.

In distinction to the ultra-modern amenities close by, most of the employees are toiling away on outdated tools and software program, with software program that appears prefer it’s working on Home windows XP and a database that dates again to the 90s. Till only a few years in the past, it was nonetheless potential to search out bins of outdated VHS tapes crammed with bug recordings within the PTD space. Secrecy, fixed software program crashes, and the ever-present want for translation of messages from the Japanese headquarters steadily slows work to a crawl.

Nintendo of America's Redmond headquarters. (Image: ZGF Architects)

Nintendo of America’s Redmond headquarters. (Picture: ZGF Architects)

A big share of the employees inhabiting this constructing are contractors, a lot of whom more and more see themselves as second-class residents with no hope of incomes one of many coveted pink badges that may grant them unfettered entry to the constructing simply throughout the way in which (and even simply the soccer pitch, which can be off-limits). That constructing doesn’t simply characterize extra consolation; it stands for job safety, profession development, and even a fundamental skilled respect that many contractors don’t really feel of their day-to day life on the firm.

The distinction between the 2 buildings displays the distinction in how Nintendo likes to current itself – a technological imaginarium that places “smiles on individuals’s faces” – and the much less glamorous actuality. Exterior of fastidiously managed advertising and marketing moments, NOA has not often afforded a glimpse of what it’s really prefer to work for one of the vital well-known online game firms in the true world. However latest reviews have former workers and particularly contractors lastly opening up, and their tales reveal a Nintendo that may be very totally different from its cheery advertising and marketing.

Crimson Badgers and Blue Badgers

On the face of it, Nintendo of America is not so totally different from different Seattle space tech issues like Microsoft, which surrounds it on all sides. For full-time workers, a minimum of, NOA affords loads of facilities, taking part in numerous neighborhood occasions whereas touting its headquarters as being environmentally pleasant. Based in 1980 by Minoru Arakawa, son-in-law of Hiroshi Yamauchi, NOA is at coronary heart a really massive advertising and marketing division. Most likely its biggest achievement is the Nintendo Energy journal, which satisfied a whole bunch of 1000’s of children to purchase what amounted to commercials for Nintendo video games.

Nintendo of America began as one thing of a shoestring operation. It was exemplified by workers like Howard Phillips, who joined NOA at 24 and was quickly chargeable for “the most important transport quantity within the Port of Seattle.” He went on to function a tester, market analysis analyst, and journal editor, within the course of growing into one thing like a mascot for Nintendo due to his acquainted bowtie.

Not less than a few of that DNA nonetheless stays in NOA’s tradition. When full-time workers reward Nintendo, they normally discuss how a lot they like their coworkers, and the way it affords enviable job safety in contrast with the sometimes unstable video games business. However Nintendo can be a really outdated and conventional firm, and that may make it appear restrictive, old style, and demanding. Including to that’s Nintendo Co. Ltd’s (NCL) affect over the corporate, which has been described in conversations through the years with sources conversant in Nintendo’s interior workings as steadily distant and heavy-handed.

Speaking about what it was prefer to work at NOA, one former contractor describes the tradition of their division as “stilted” and oddly formal, with workers apologizing profusely in the event that they left even quarter-hour early.

“At first I attributed it to being a Japanese firm and the expectations that got here with it, but it surely was very a lot strengthened by the full-time staffers… It appeared such as you needed to be linked on a regular basis,” they inform IGN.

Contractors more and more see themselves as second-class residents.

They speak concerning the paperwork concerned with being a contractor at NOA, describing how they must account for just about each minute of their day on a timesheet, breeding paranoia about leaving their desk for even a minute lest Microsoft Groups mark them as idle. At one level, drained and ailing amid a strict schedule, they tried a tried-and-true trick from The Simpsons — utilizing a family merchandise to depress the insert key to maintain the idle message from showing.

“It was like Homer with the chicken, besides I did not trigger any issues on the Nuclear Plant… You could not even actually go to the toilet with out somebody noticing you have been away out of your desk,” they bear in mind.

At Nintendo of America, many workers are paranoid about posting on social media lest they be reprimanded and even fired. Translators are a continuing characteristic of life as messages are translated and re-translated. Taking day off may be frowned upon and seen as placing extra of a burden in your teammates. Sick days embody fervent apologies and guarantees to be in contact.

It contrasts with the generally overbearing positivity of workers always speaking about how fortunate they’re to be at Nintendo, particularly in areas just like the advertising and marketing and localization division.

“It was to the purpose that I used to be very stunned to see [threads criticizing Nintendo] as a result of I didn’t suppose there have been that many individuals who can be keen to speak about it,” IGN’s supply remembers.

The threads they’re referring to stemmed from an April 15 Nationwide Labor Relations Board criticism, first reported by Axios, which rapidly drew discover each inside and outdoors Nintendo. It alleged that Nintendo of America and recruiting agency Aston Carter violated an worker’s legally protected proper to prepare, sparking a number of threads from aggrieved former contractors and workers who shared their very own tales.

A couple of days later, Kotaku revealed a narrative shining a lightweight on Nintendo of America’s therapy of contractors. Within the prolonged report, former NOA contractors talked about being discouraged from utilizing amenities like Cafe Mario, strict attendance schedules that might result in them being fired in the event that they missed three days of labor, and different restrictions. The report made waves all through Nintendo of America as workers mirrored on the therapy of contractors and the corporate’s seeming refusal to supply a path to full-time.

“Proper now the temper is admittedly tense,” says a longtime contractor inside Nintendo who declined to be named. “Worst case state of affairs, as a result of Nintendo of America is a advertising and marketing firm, any article like Kotaku’s is advertising and marketing. And you actually fear that Japan goes to see this and say, ‘Okay, what are we going to do about it?’”

IGN’s personal reporting corroborates these tales, the harshest of them principally coming from contractors in areas like buyer assist and testing. Talking with a dozen present and former full-time workers and contractors at Nintendo of America throughout a number of departments, the image that emerges is of an organization that has steadily change into extra heavy-handed and restrictive regardless of the continuing success of the Swap, significantly in issues just like the latest closure of the Redwood Metropolis workplace. Nintendo was contacted for touch upon these reviews however didn’t reply by press time.

It has made the perceived reluctance to rent new full-time workers a flashpoint inside NOA. Regardless of the careers website at the moment itemizing greater than 100 jobs, the notion is that there’s no path for contractors to change into a full-time worker. As an alternative, NOA is seen to be relying increasingly more on a military of perma-temps who’re handled as second-class residents regardless of being full-time workers in all however title.

“Nintendo is a really huge and sophisticated and secretive firm. And that is what sort of causes the issue,” the present contractor says. “Every contractor begins with the hope they’ll change into a daily worker, and really, very, only a few individuals do.”

Altering Instances for Nintendo

Most workers IGN spoke with agree that NOA tradition began to shift round 2015. It was a very tumultuous interval in Nintendo’s historical past, famous for the struggles of the Wii U and the sudden demise of CEO Satoru Iwata. It was a pointy distinction to the opening of the brand new NOA headquarters simply 5 years earlier than, when the corporate was nonetheless having fun with the double success of the Nintendo DS and Nintendo Wii — two of the largest bets in Nintendo historical past.

Jenn, a former contractor who was at Nintendo for 10 years, remembers each of those eras. Talking with IGN over Zoom, she talks about how there have been many extra alternatives to change into a full-time worker at NOA when she first began, even for assist specialists working in areas like the decision heart.

“Once I was there, contractors really had a path to employment. [In 2009] you can be a telephone rep and an NOA red-badger. And I began aiming for that. And I aimed fairly excessive making an attempt to get as many circumstances as potential,” Jenn says.

Enterprise was booming for Nintendo in 2009. In December alone, Nintendo offered some 3 million Wii consoles, fueled by a worth reduce earlier that yr. Nintendo’s huge guess on movement controls and the “blue ocean” had paid off spectacularly. However the good occasions would quickly be coming to an finish for Nintendo.

“Proper now the temper is admittedly tense. You actually fear that Japan goes to see this and say, ‘Okay, what are we going to do about it?’”

The Nintendo 3DS was launched in 2011 and instantly stalled, burdened by the dearth of a compelling launch line-up, the rise of smartphones, and a $249.99 worth level. Nintendo was compelled to maneuver aggressively, slashing the system’s worth and rolling out particular advantages for current house owners. A yr later, Nintendo launched the Wii U, which fared even worse.

Regardless of the downturn, nobody at NOA apprehensive an excessive amount of about layoffs. Nintendo was not that form of firm. In actual fact, Iwata famously took a 50 % pay-cut following the 3DS’ sluggish launch, with different board members additionally taking smaller pay decreases.

“I do know that some employers publicize their restructuring plan to enhance their monetary efficiency by letting various their workers go, however at Nintendo, workers make invaluable contributions of their respective fields, so I imagine that shedding a bunch of workers won’t assist to strengthen Nintendo’s enterprise in the long term,” Iwata informed buyers in 2013.

Iwata’s phrases have been lauded inside the gaming neighborhood, however NOA was seemingly compensating in different methods.

“Once I first acquired there, they have been making an attempt to eliminate individuals. You possibly can inform as a result of they wished individuals to retire, they have been getting numerous advantages, so they may get new individuals in. They form of gave up on that. Now they’re simply terrified to rent individuals,” says the present contractor.

Jenn, who additionally rejoined the corporate after an prolonged break in 2015, echoes these sentiments.

“Simply earlier than I got here again, I really acquired a name from a supervisor who stated, ‘Hear, we would like you again’… However she was like, ‘Issues have modified right here. Issues have modified quite a bit. And you might want to know we’re evolving into a brand new form of name heart.’ And I used to be form of apprehensive about that, as a result of once I labored there it was a really household environment, it was a variety of enjoyable. Among the managers from then are my private buddies right this moment,” she says.

What she found was that the alternatives to realize full-time employment had largely dried up, and that she herself was taking over increasingly more accountability. In the meantime, she says, NOA continued to dangle the potential of lastly incomes an elusive pink badge.

“Towards the tip I used to be managing a crew of 13 individuals throughout a product launch, performing as a chat lead, publishing data base articles on WiFi for not simply Wii however Wii U and Swap,” she says. “I used to be doing discussion board moderation and was a discussion board lead at that time and had written documentation for it. On high of that I used to be nonetheless anticipated to take chats and take calls. And I used to be wanting round questioning, ‘Why am I not a pink badge?’”

Nintendo’s public nadir was in 2016 — a yr that noticed its earnings plunge a dizzying 60 %. Nintendo scrambled to launch the Nintendo Swap, which might in impact mix its residence console and handheld companies into one machine. As has occurred so many occasions all through Nintendo’s historical past, the gamble paid off. However NOA didn’t develop in type, at the same time as demand elevated throughout the board.

One supply estimates that demand for localization writers and editors has practically doubled – however there have reportedly been no full-time hires.

One supply estimates that demand for localization writers and editors has practically doubled over the previous three years – significantly as Nintendo has solid its means into areas just like the cell area – however that there have reportedly been no full-time hires inside Nintendo’s localization crew in that interval. As an alternative, NOA has relied increasingly more on contractors, recognized internally as “associates,” who make up practically half the English localization employees.

It has put a pressure on not simply contractors, however on full-time workers as nicely. With associates required to take a two month break between 11 month contracts, undertaking managers should scramble to prepare and reorganize workloads in an effort to account for the various assets and bandwidth.

One other hidden price of counting on contractors is the next price of turnover. At simply 4.7 %, Nintendo of America has notably decrease turnover than different tech firms, which common nearer to 13 %. NOA workers are recognized for staying for years and even many years at a time – most of the people who IGN spoke with know a minimum of one one that had been round for the reason that NES period. By comparability, contractors are way more more likely to go away after lower than a yr with the corporate, leaving full-time workers to begin from scratch when it comes to expertise and coaching.

It contrasts sharply with The Pokémon Firm, an organization with monetary ties to Nintendo, however which operates individually so far as hiring and labor practices go. Whereas Nintendo of America continues to defer changing many contractors to full-time, or hiring new workers, The Pokémon Firm has labored to deliver its personal localization crew onboard full-time, with all the advantages that include it.

“It’s similar to throwing our bodies at issues,” our supply says. “It simply appeared just like the full-time employees was nearly drowning on a regular basis. They didn’t rent sufficient full-time individuals, so full-time individuals simply ended up managing increasingly more contractors, getting increasingly more slowed down, and there was this bottleneck… That’s how contractors find yourself coaching one another, as a result of the full-time employees is simply buried.”

‘The Melancholy Mode’

One in all Nintendo of America’s chief trendy architects is former NOA president Reggie Fils-Aimé. Identified to followers because the affable pitch man who appeared in movies like “The Regginator,” he was an influential determine from his arrival at NOA in 2004 to his eventual retirement in 2019.

In an interview with IGN supposed to advertise his new memoir, Disrupting the Recreation, Fils-Aimé talks about his first encounter with NOA’s work tradition and his subsequent position in defining what it might appear to be going ahead.

“Once I was being recruited, I’m at lunch with the top of human assets for Nintendo of America. No job provide in hand, first go to to NOA headquarters, assembly with the top of HR, and I’m asking about people-oriented initiatives. What do you do from a studying and growth perspective? What do you do from the attitude of enabling individuals to get publicity to new and totally different considering and different methods of upskilling the group? And his reply to me was, ‘Reggie, we don’t try this right here.’ I’m bowled over and he continues, ‘Japanese dad or mum, our dad or mum doesn’t imagine on this, subsequently we don’t implement it.” And I actually stated, ‘This isn’t in keeping with my beliefs. It isn’t in keeping with what I imagine a pacesetter must do to develop a corporation and to allow it long-term to achieve success,” Fils-Aimé remembered.

In response to Fils-Aimé, former NOA president Howard Lincoln subsequently approached him and promised that he would have the possibility to implement his personal cultural initiatives inside the firm, which Fils-Aimé says he did as each head of gross sales and advertising and marketing and later as president. Over the following 15 years, Fils-Aimé says he labored to create a tradition targeted on growing “the following group of leaders” whereas “producing new and totally different concepts.”

“Ultimately, I choose my legacy by that once I retired, in addition to the top of HR who I had that preliminary lunch with… he and I retired the identical day. And as we retired, we promoted individuals internally into a wide range of totally different roles versus bringing individuals in from the skin. To me that was a testomony that we had finished an amazing job of enhancing and rising the tradition at Nintendo of America,” Fils-Aimé says, referring to the promotion of now-president Doug Bowser.

Requested for his response to the controversy surrounding NOA’s dealing with of contractors, Fils-Aimé says that they had a path to full-time employment throughout his time on the firm.

“At this level I am three years retired from Nintendo of America, and I can not touch upon what is going on on right this moment inside the firm. What I can say is that whereas I used to be there, we routinely employed [contract employees] in as everlasting workers. We did it repeatedly,” Fils-Aimé stated. “And curiously, when you take a look at various well-known personalities inside Nintendo of America, a variety of them began as contract workers 10, 15, or 20 years in the past. So it is at all times been a optimistic a part of the tradition to recruit in the perfect of the contract workers into the corporate. So I’ve learn the identical tales, this division between contract and full-time worker. All I can say is that isn’t in any respect the tradition that I left as I retired from Nintendo.”

A technique or one other, although, contractors appear more and more satisfied that they don’t have any future at NOA.

“You possibly can see the phases of melancholy and loss in every totally different particular person in numerous methods,” says the supply inside Nintendo. “I at all times informed myself that I used to be a child, and that was my rationalization for why it was okay to be on this state of affairs. I loved my time. I used to be new and it wasn’t a giant deal, and I nonetheless thought of myself younger… however I wasn’t that younger.

“As I used to be there longer, and I acquired extra obligations, I spotted how a lot the distinction between what a contractor does and what an worker does is meaningless. One of many issues I used to be actually disillusioned by was seeing them rent no extra undertaking managers. A undertaking supervisor is the direct liaison between NCL and PTD for a single undertaking normally… solely now as a result of we’re jamming increasingly more work onto single people, I believe you are inclined to have two initiatives now.”

These emotions are exacerbated by a mixture of restrictions that employment consultants inform IGN are sometimes commonplace amongst contractors, however are described as demoralizing by those that expertise them. Contractors are excluded from the whole lot from the corporate vacation get together (although they are often invited by a full-time worker) to the corporate’s numerous range teams. The phrases “second-class residents” are frequently used to explain workers who carry a blue badge as an alternative of a pink or gold badge, and so they steadily really feel unwelcome even setting foot in Nintendo’s glittering headquarters to journey in teams by means of the primary foyer, or staying too lengthy in Cafe Mario.

Nintendo of America's Cafe Mario. (Image credit: ZGF Architects)

Nintendo of America’s Cafe Mario. (Picture credit score: ZGF Architects)

“[I] actually began to really feel a variety of resentment due to the large disparity between us associates and the precise NOA workers. We have been excluded from just about each exercise or occasion. There was a information part of the inner webpage we have been inspired to have a look at that confirmed all of those occasions and actions and advantages (like a large Christmas bonus) that we merely weren’t allowed to take part in. It was extraordinarily demoralizing to me,” says Melissa, a former chat shopper providers rep who in the end determined to not proceed at NOA after changing into discouraged about her future there.

Jenn remembers the battle to permit contractors to march with Nintendo of America within the annual Satisfaction parade.

“Right here I’m ⁠— transgender, bi, and on high of that, Mexican…I am sitting there with a straight white lady and a straight white man discussing the Satisfaction parade, and but I used to be the one one there who was certified to be in it,” she says. “My supervisor on the time really requested about it and took it to a struggle with higher administration, and that’s the solely time I’ve ever seen the place the associates have been allowed to mingle with the NOAs [a colloquial term for full-time employees] was the Satisfaction parade. As a result of he had fought for it, and he had fought for that onerous apparently. And even then so far as I do know it was solely the one time…and several other of my homosexual, and bi, and lesbian buddies have been amazed that occurred in any respect… and so was I, truthfully.”

In areas like buyer assist, the attendance coverage is so strict that it is potential to be fired for lacking three days of labor. Jenn describes an incident in late 2019 through which a sick worker got here to work so they would not be fired, sending their sickness sweeping by means of the decision heart.

It’s not simply contractors, both. It additionally goes for anybody engaged on an initiative that has misplaced its luster, like Nintendo’s cell video games, which have been steadily shuttered as the corporate has moved in different instructions. Even profitable cell video games like Hearth Emblem Heroes endure from this, with writers being anticipated to analysis characters through fan wikis as a result of lack of inner documentation. The obvious lack of regard for stylistic consistency makes the sensation of being relegated to the B-team that rather more acute.

“[I] actually began to really feel a variety of resentment due to the large disparity between us associates and the precise NOA workers.”

“I actually do just like the individuals there,” says the supply inside Nintendo in a remark corroborated by conversations with different workers. “There are only a few who’re troublesome to work with. Most of them are within the melancholy mode. Realized helplessness. Even the NOAs. They see what occurs to the contractors, and so they can’t assist however be responsible.”

Nintendo of America’s state of affairs is widespread within the tech business. A 2018 CNBC article refers to contractor labor as “Silicon Valley’s soiled secret”, and a New York Instances report describes Google’s “shadow work power” of temps and contractors, which reportedly outnumbers the corporate’s full-time workers.

However reflecting again on her time at Nintendo, Melissa pushes again in opposition to the concept that contractors working in areas like name facilities should inevitably be handled as disposable.

“Since I left I’ve had very combined emotions about my time there, questioning if perhaps I used to be simply anticipating an excessive amount of. I’ve seen various individuals commenting on these tales saying that that is simply how contracting is and you’ll’t anticipate extra from it,” she says. “However the backside line is that workers, contract or not, need to be handled like precise human beings and never simply changed machines. And I believe that applies to almost each labor dialog that has been taking place currently. Is it actually an excessive amount of to ask for?”

Quitting Time

In October 2021, Nintendo of America immediately closed its satellite tv for pc workplaces in California and Toronto. Workers in California have been informed that they wanted to rally round one workplace and relocate to Washington.

Nintendo’s workplace in Redwood Metropolis had housed a lot of NOA’s advertising and marketing and gross sales core, together with Nintendo Minute hosts Equipment Ellis and Krysta Yang, who have been among the workplace’s first workers. The closure was extensively seen as arbitrary and never significantly empathetic, and plenty of workers struggled with immediately unsure futures.

“The sense that I acquired was that lots of people have been working from residence efficiently, then Nintendo closed the Redwood Metropolis workplace and stated none of you may keep in California, it’s a must to transfer right here or go away,” a supply says. “And that was simply one other nail within the coffin of the backward, antiquated mind-set about an organization.”

Maybe conscious of the discontent inside NOA, workers discovered playing cards and balloons at their desks earlier right this moment with playing cards that includes the next message signed by the “Government Management Crew:”

“Over the previous two years we now have been by means of experiences none of us may have imagined — each personally and professionally. Nevertheless it all we, as a crew, by no means misplaced concentrate on what’s necessary to us — creating smiles. For individuals who have been on-site, you continued to ship with excellence, and we so recognize your dedication. For these working offsite, you discovered methods to return collectively just about to assist each other, and to drive outcomes. And collectively we have been capable of proceed to shock and delight our followers throughout the Americas at a time when smiles have been wanted most. As we now transition to our new work environments, please take a second to replicate, with satisfaction, on the whole lot you’ve got achieved as people, as groups, and a Nintendo of America household. Additionally know, the very best is but to return. We missed you and welcome you again.”

For Ellis and Yang’s half, they’d depart collectively a number of months after the workplace’s closure. They might later reward NOA for giving them the liberty to construct out initiatives like Nintendo Minute, but additionally spoke frankly about not desirous to relocate. (Ellis and Yang declined to be interviewed for this text).

In a bittersweet farewell to the corporate that they had every labored at for greater than a decade, they posted photographs from previous E3s, journeys to Japan, and different recollections. Seen as lifers by some inside NOA, their departure was nearly as a lot of a shock because the closure of the Redwood Metropolis workplace.

Jenn, for her half, left for very totally different causes, although it was no much less bittersweet. After years of pursuing a full-time place at NOA, she lastly gave up after being declined a place. Jenn had been earlier compelled to return residence within the midst of the interview course of as a result of demise of her sister, main the interviewer to inform her that she had “attendance points.”

Jenn had been compelled to return residence as a result of demise of her sister, main the interviewer to inform her that she had “attendance points.”

Demoralizing as that second was – Jenn says she roughly checked out after that time – it was solely after departing Nintendo and discovering a job that supplied her what she describes as “3 times as a lot cash for a lot much less work” that she was capable of correctly replicate on her time at Nintendo.

“You don’t know that you simply dwell on the demise planet till you permit the demise planet,” she says. “[After] my 10 years there, I used to be very disillusioned on the finish. I used to be very disillusioned that I didn’t get the dream job…I’d have labored for Nintendo eternally if I may. I cherished it there. I cherished the job. I used to be a Nintendo fan, I’ve completed each single Legend of Zelda recreation.”

She relays the story of awarding an worker “Burst of Brilliance” factors that might be used to purchase gadgets like a Wii U on the firm retailer for going out of their option to discover a Zelda map for a struggling buyer, and the way it was value it as a result of the shopper “walked away comfortable.”

“We cherished working there, we have been simply being so exploited. We didn’t actually understand it till we left…At Nintendo I did it out of ardour and a love of the product, and so they know that there’s a line out the door of people that will do precisely that for pet food. And that’s the unhappy half. They know that when you complain and also you don’t need to be there, they will allow you to go and rent the following Jenn.

“And that’s what annoyed me ultimately,” she says. “I didn’t know I used to be on demise planet till I left demise planet.”

Correction: Jenn was compelled to return residence as a result of demise of her sister, not her mom. IGN regrets the error.

Kat Bailey is a Senior Information Editor at IGN in addition to co-host of Nintendo Voice Chat. Have a tip? Ship her a DM at @the_katbot.

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