GAME being a little off?

elegant_shark

Hi, I've not been on here for such a long time.

I just feel a quite frustrated/puzzled about GAME's service lately. A few days ago I had traded in some games, one of which Far Cry 3. When I got home I read on their website that as an in-store only deal I could have traded in FC3 and got a game due to be released at half price.

So a little disgruntled, I asked at my local branch where no one had ever heard of this deal, looking a little skeptical about it all, I felt a little embarrassed truth told. It's a deal, I discovered due to start from the release day of the product.

When I tried to contact GAME and ask about it, I discovered they didn't even have a customer service number anymore, just a silly web chat for the most direct contact method. After 3 attempts, I finally got a hold of someone.

I complained that I was frustrated because I hadn't been informed of an upcoming offer, to find out no one in store had even heard and essentially, I've missed out on an opportunity but the responses I found very irksome, I half suspected running off a script as keywords were taken and my complaint itself never being addressed. Simply saying they didn't have to tell stores and when I questioned further, being told all of a sudden that the stores knew but didn't need to inform me. Then it changed again to stores didn't know and stores instead would have to contact Head Office for customers (after I asked why it said on the website, I should contact stores for more information if they didn't know) and when I explained, yet again, that I did ask about it but wasn't offered by staff to call head office for information - they just apologised and didn't offer any other explanation.

I'm just wondering if it's me being completely unreasonable here. I was sent on a goose chase, given different answers by this web chat service, I cannot call someone, I was given an e-mail to contact but at the end of the day I just feel it's a customer service issue and I'm being told that "we don't have to tell stores, stores don't have to tell you, I'm not going to tell you if stores know or not, but that it's tough" is such a strange customer service angle to take.

unholyangel

Well anything they offer is basically an invitation.

If they had to make you aware of every deal on may be better for you.......well its just completely inane. I think most people would agree that its up to the customer to research fully before committing themselves to a contract/whatever.

I do obviously empathise and if its any consolation, when i recently had to email GAME customer service, they were very polite and helpful. So perhaps give them a try and see if they can suggest anything? Perhaps a credit to your online account allowing you to purchase the new release for the same price it would be available in store (btw....i've found in store that prices tend to be higher compared to their website so you may want to check how much the website is selling the game for minus the credit you received for the game as you may be getting it for approx the same price you wouldve paid in store anyway).

ajones456

Try their twitter https://twitter.com/gamedigital - They give out Customer Service no's like there's no tomorrow.

fozmcfc

I agree with unholyangel.

I've been in a position where I have had to suggest to people an alternative to what they want and so many just snap back, "look I just want the money".

People tend to think you are just trying to get commission by pushing them to buy something else.

bris

You are being unreasonable yes, the time to look on their website was before you traded in the game not after. You did the deal, why blame them.

elegant_shark

Thanks folks.

Well that's it, I am frustrated at losing out on the deal but my complaint wasn't "they didn't tell me" I was asking why the stores were unaware and couldn't inform me because when I tried to ask about it at my local store (as it says I could get more information on the website) they couldn't answer and just said that the website and communication is terrible right now.

That's why I was annoyed and it was the web chat that really was frustrating (I'll check out the email service) because it didn't address this just saying "oh they didn't have to tell you". Well I didn't suggest they did before buying, albeit usually, the point of an offer like that is to generate more pre order sales. And that was after "oh we don't have to tell them" well again, that's not really addressing why the website sent me there in the first place.

I mean I do work in retail and always have. I know the technical jargon of offers and availability etc and had people decline stuff like freebies because they just think that I'm trying to sell something. But it's unusual practice for the GAME store I was in as they always let me know about stuff like this because I practically live inside the place and know I intend to get it anyway and the more local place which also knows me, didn't know either.

DCFC79

elegant_shark wrote: »

When I tried to contact GAME and ask about it, I discovered they didn't even have a customer service number anymore,

You sure about that ?

elegant_shark

Well when I called it, they said it was the webchat/post/e-mail only and when I asked the web chat to confirm he told me the e'mail and it's all there was apart from post.

So if not, then it's really not helping my thoughts on their customer care

DCFC79

elegant_shark wrote: »

Well when I called it, they said it was the webchat/post/e-mail only and when I asked the web chat to confirm he told me the e'mail and it's all there was apart from post.

So if not, then it's really not helping my thoughts on their customer care

Wel ive called the 0871 number thats under customer service and had no problems.

elegant_shark

I've tried two numbers, one was silly it was product service (wondered if they just rebranded customer service title) and the other was: 0871 2001 221. But that gave me an automated answer saying that it was no longer available and redirected me to the website to get alternatives.

I don't know if you remember the number you had at all?

Krojan

I aint used GAME for ages now, even before they went into administration last year, you can get a lot more for your old games on ebay or from cex online (if you're prepared to wait a few days if you don't have a local one) and new games are much cheaper on amazon/play.

I this week even looked recently for a new release on GAME's website, it was £10 more than on Amazon, til GAME can compete properly and get their act together they won't be getting my money.

They haven't apparently learnt from their previous pre-admin mistakes and are making the same ones still, but with less knowledgeable and helpful staff to boot, shame because they were once really good.