Customer service at GAME

Dad_of_2_2

I yesterday purchased with cash a pre owned 360 for my children at christmas for £80. I was shown the product from behind the counter and the product was not shown to me as working but the staff assured me it had been refurbished.

They then placed there (get out of refunds) stickers on the edge of the box. On arriving home with the box i wished to test it before christmas morning. I hooked the 360 up and was instantly aware of a loud and not regular noise from inside the machine, the machine also had visual damage to casing and also to the controller, which looked like a dog had chewed it.

I returned to the store today (within 24hours) with receipt and was informed by the acting manager that as i had opened the box i had nullified my right to return the product. I asked for store credit and was also refused but he then offered me to trade it in for £30 as i had only just purchased the item from the same store yesterday for £80 this felt like a rather large dose of your problem not ours.

How could i ensure the product was working and satisfactory if when in store i was not able to view it or even try it, but was assured it had been refurbished. I stated that i did not want to disapoint my children with such a low quality item on christmas day, but again ZERO sympathy.

So i have now purchased a new 360 from another store and I am now left with what can only be described as a shoddy product and even shoddier treatment from a supposed high street store. I have tried speaking via there webchat, which if you put in as reason for contacting as refund, you are told service not available, if you put reason in as purchasing new products, guess what, an operator appears, they now also have a closed phone policy where you can not even speak to somebody regarding customer dissatisfaction.

A machine which was not demonstrated in store, a machine i was not allowed to view up close and an £80 hole in my pocket, thanks GAME

Maybe i should not have trusted them or even thought i was somehow saving money by purchasing 2nd hand, a lesson learnt. Will not shop there again.

GAME hang your heads in shame

it would appear i am not the only one google trustpilot, game reviews

Jono987

Hi mate, im sorry but there is no way whatsoever that i would be taking that!

Go back to store, kick up a massive fuss, talk to the manager, surely that cant be legal? You have basically bought a faulty product, no rubbish that Game spout about being unable to return can get around that.

Im sure someone will be along to provide accurate legal info but surely theres some sort of selling regulations to prevent this?

Dad_of_2_2

they seem to think as it works it is fair game

Please wait. An operator will be with you shortly. If you are contacting us regarding the recent Xbox One or PS4 announcement then please visit our website for all the latest information.
Clive says:
Hello jon. My name is Clive how can I help you?
jon says:
i have purchased a preowned xbox which was stated as refurbished for my children for xmas
jon says:
i have had to open the box as i was not shown in store the product
jon says:
on opening the box and testing machine it is loud and visable scracth marks on the covers
jon says:
and controller looks like a dog has chewed it
jon says:
i returned to the store this morning to be told
jon says:
as i opened the box that was the end of my consumer rights
jon says:
and i could instead trade it in
jon says:
i only paid in cash yesterday for the product and was not shown the product working in store
jon says:
i asked for a refund or store credit and was not given any help by the acting manager
jon says:
i have purhased many items from your website and also in store
jon says:
just now recieved a game through the post which i order,
jon says:
yet in store i am treated like a fool, offering me a loss of £50 within 24 hours for a produt i was not shown in detail
jon says:
i have reciept and all components still in box
jon says:
?
jon says:
are you there
Clive says:
Ok, unfortunately as this was purchased in store, there is little we can advise this side i'm afraid Jon. All in store issues and purchases need to be taken up with the Manager on site.
jon says:
i have tried this and was told my only option was to trade it in at a loss of £50
jon says:
i purchased it yesterday
jon says:
please check my account

Clive says:
I do know that if there is a legitimate fault with the product they can refund or exchange but if the consumer is just unhappy with the product, this cannot be refunded or exchanged to my knowledge.
jon says:
see how much o have spent on my childrens computing needs
jon says:
and tell me what my value is as a customer
jon says:
the product is noisy and visable damaged
jon says:
i was handed a box which i could not open without removing the stickers
Clive says:
Unfortunately that doesnt change the policy Jon. Its not my discretion or policy. Its the company and stores.
jon says:
how was i meant to see if it worked
Clive says:
But it does work, if there was a fault like i say - then they would have refunded or exchanged.
jon says:
it was stated it was refurbished
jon says:
the fault is the noise for a start and the visable damage to the product
jon says:
which was not highlighted when in store
jon says:
until opening the box, for all i now it could have been filled with bricks
Clive says:
The loud internal fan is a normality, mine does this before quieting down after x-amount of time but the preowned refurbished is what it states as preowned. There was a very likely chance it was going to have some visible wear and tear. As it stands, there is unfortunately nothing further I can advise. If you have any complaints or feel you want to take this further it will need to be taken up with the Store im afraid Jon. Apologies.
jon says:
the store manager named scott is not assisting in any way
jon says:
i had to leave the store
jon says:
due to embarrasment at being offered a loss of £50 when i was not shown it working

My apologies for walls of text but my advice steer well clear of there stores.

isplumm

Hi,

I would suggest that you go back there & point out that a refurbished product should work & you are covered via the Sales of Goods Act - look it up ...

Don't accept a credit note - just cash!!

Mark

Jono987

As above, quote the sales of goods act and say in no uncertain terms that they have an obligation to refund you or replace it.

StuC75

Older consoles are noisy - was it the 'original style' or the newer slim ones. Were you shown the controller at the time of buying or was there a hint of bait & switch??. I assume that the receipt would show the serial number of the console bought, in which case if it is broken then take it back - working but noisy may be harder to prove..

Steve-o

If the fans are overly noisy it could mean that the Xbox is on its way out, or lots of dust inside the machine, and the fans are having to work harder to move enough air through the unit.

Kayalana99

I have a partner and two boys, and I no longer will be shopping at game nor allowing my boys to (unf I can't stop my partner lol)

Although in the end it was my partners choice I am really annoyed at their maketing stragey.

Basicly they were advertising PS4's for a pack of 4 games and a years online pass for £600 + 3 blue rays or £630 with an extra controller. We talked about it outside and did the maths and I agreed because end day he had the money and PS4 is £350, games are £200 and pass is £30 ...and all games he wanted so it worked out about £580 + dvds...and I said I would put an extra £30 for the extra controller for myself.

On arriving at the desk they are 'out of stock' of that bundle (despite selling all the games indivdually) and he could still get it with a new bundle of £618...which was 2 games 3 dvds and a ps4 stand/headset....

They know full well if you go in their to spend £600 for a ps4 most won't turn around at till and say no...so its just a scam in my opinion to draw people in with that money ready to pay..and then tell them they cant have that but another one.. I wish we didnt of had the kids with us as I waited outside because of this as I would of told them were to go!

MadHatterSCFC

taken from Games refund or replace website

Hardware or accessories may be opened for the purpose of inspection (but not used) and may be returned for refund or exchange within 28 days of the despatch date. Please note that hardware must contain every component part (cables, memory sticks etc.) before it can be accepted as a return.

The pad is visable damaged so your covered, my advice would be to take it back on that ground and then take a full refund, if your not comfortable going back to same store you can use any.

WiggyDiggyPoo

Hate to play devils advocate but.....

The loud and irregular noise could just be the disc drive, 360's are noisy and that is just normal.

Not sure why people are quoting SOGA at you, AFAIK the machine works although it looks a little poor. Its not grounds for a refund under SOGA but at least you know to inspect things in the future.

I think you're just going to have to go back and kick up a big fuss TBH sorry.

dazzaofdagenham

Go back to the shop and DEMAND a refund....

I always find it's better to deal with this matter with lots of other customers in the shop !!!