• Report: #963637

Complaint Review: GameStop

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  • Submitted: Fri, November 02, 2012
  • Updated: Fri, November 02, 2012

  • Reported By: blackmagemasher — sterling Colorado United States of America
GameStop
1327 W Main Street sterling, Colorado United States of America

GameStop Banned for complaining of bad product sterling, Colorado

*Consumer Suggestion: Don't give up!

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The store I am complaining about is Gamestop, in the High Plains Shopping Center 1327 Mainstreet Sterling Colorado 80751.

In June 2012, I traded in a 120GB PS3 Slim, and a white Nintendo Wii for a backwards compatible PS3:. At first I was extremely happy to finally own a Backwards Compatible (henceforth called a BC) PS3, but after 2 or so days of use the hard drive in it had a fatal malfunction!. Returned it for another BC PS3, but that one was sold broken and was immediately brought back (the GPU was fried in it from overheating)". After waiting a week, I was given another BC PS3 which also broke down within days of getting.. By now I was getting upset that I traded 2 systems for a system that can't last more than a couple of days;. Finally they got a BC PS3 that didn't die immediately'. I was overjoyed and purchased a Product Replacement Plan for 1 year on it.

That system died on October 28 2012, after calling and speaking to them, they order ANOTHER system for me from out of town, and this time were quite rude about it. The manager of the store, who had ordered it was telling me how only idiots buy BC PS3's because all they doing is buying them to break. I felt abit insulted by that comment, because not only is he complaining that he had to find another system, he was guaranteeing it would break down again, and I was an *** for wanting one...

System finally came in on October 30, 2012. Went to exchange it and the person working wanted to check my system to make sure it was really dead. I had no problem with that, and after he confirmed my system was broken went to check the other system. I had noticed that the PS3 I was recieving had games in the games tab. I had asked him if the system had been reformatted yet (to protect the previous owner of any personal information on the system), and he told me "it wasn't his job to reformat it cause it came from another store, and that anything on there was mine for free unless I wanted to delete it". Anyway the system worked, I was happy and brought it home.

Once home, I connected it to the internet, updated the firmware, and went into the persons account, I noticed not only did I have a vast library of stuff, but also his credit card information, and a cache of *** in the photo section (I can't confirm 100 percent it was ***, but the folder was titled "hot cheerleaders", and looked like a naked woman on the thumbnail picture for the folder). After formatting the hard drive for myself (i didn't like the credit card information on there). I proceeded to try to remove and place my own hard drive in it. That is when I realized that every screw was stripped out, and it had some form of glue on them (i thought it was super glue, but my brother said it was probably locktight). After about 2 hours of using needle nose pliers, i removed the first screw (the blue screw) and saw, that thehard drive case was also damaged (one of the screws was floating and it looked as if they pulled the harddrive off by force and bent the drive case back to shape). I was not happy...

Went in on November 1, 2012 to exchange it for anything in that price range at this point. I was tired of every system I receive being broken and figured I would take a loss and just get a PS3 slim again. After a call to the manager, and being told that they don't normally do it. They exchanged it for a PS3 slim used, of the same value. After taking it home and turning it on, i was happy to see it was formatted, and had to install new firmware. Went to put a disc in to play it and realized they sold me ANOTHER system that was broken. Because try as I might, the blu ray wouldn't go into the PS3 (it wouldn't take it).

So I did what any disgruntled customer who had gone through 6 PS3's would do, called customer support. While on hold with them, my brother offered to take the system to Gamestop to exchange it again, and left. Talked to customer service about the problem, and they offered to just pay me 220 for the system, I told them that was unsatisfactory, and if they wanted to "pay me off" I would prefer to just be given back my original stuff I traded for that system. She told me to hold, and put me on with Kristen of Expert Customer Store Claims, who told me that they can't do that. But told me they would give me 330 dollars for they system and I was officially banned from shopping at Gamestop. I told them I would have to pull my preorders out, and she said i could and i hung up.

Called my brother to tell him what i was told, and apparently Gamestop had been busy calling the District Manager and settling thing with him as well. Told him I was to get 330 for the system plus to pull my preorders there. When he got home, he told me that they wouldn't honor the original amount because she "misquoted" me and instead gave me 200 plus my preorders (45), and it was non negotiable. At this point my mother was elated at the fact they screwed us (I was on speaker phone during my call, because they kept me on hold for over a half an hour, so she heard the entire argument), so she called and wanted to speak to Kristen of Expert Customer Store Relations, after waiting 20 minutes on hold, she was denied a call from her, because it wasn't an issue with her and if she wanted to contact anyone get a hold of the District Manager instead. So she waited til he called.

After he called, she vented her rage at the fact the store made us kneel over, so to speak and that they left us in a lose/lose situation. He told her I was unpleasable, and if she doesn't like the way he handles his store, don't shop there. She tried to reason with him telling him that they kept selling broken systems, and he tried telling her that I was costing them more than the system is worth. It didn't end well, and ultimately solved nothing.

This report was posted on Ripoff Report on 11/02/2012 08:27 AM and is a permanent record located here: http://www.ripoffreport.com/r/GameStop/sterling-Colorado-80751/GameStop-Banned-for-complaining-of-bad-product-sterling-Colorado-963637. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.

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#1 Consumer Suggestion

Don't give up!

AUTHOR: allie.maricle - (United States of America)

All I can say is, wow. What a horrible experience you had!! I cannot believe how many times their products failed you, and how patient you were about it all. Well done. I think there were a couple of things you could have done to strengthen your case though. This advice may help you next time, or if you choose to pursue this catastrophe a little further.

This first thing to do, whenever you have a problem with a store, is to document all of your exchanges with meticulous detail. Write down the names of every employee you spoke with (first and last), every date you spoke with them, and exact quotes if you can. Keep every receipt, and have whichever employee that conducted the transaction/exchange sign off on your receipt. This will force people to be held accountable. This will come in handy when you have to move up the chain of command as you had to do.

Next, while calling customer service, don't be afraid to ask for the supervisors/managers at the first opportunity you get. Inform the managers that you have a very well documented case of customer abuse. Ask for their names, and personal cell phone numbers. When they make an offer to you, have them e-mail you the offer so that you have proof in writing. If you are still unsatisfied and your problem has not been resolved, it's time to go old school.

Make copies of all your documentation. Write a letter in GREAT detail about your case, include all of your documentation, and send a hard copy letter to as many addresses from the company as you can. Customer service departments, managers, executives - any place you can find a physical address for the company. Inform them of your intent to reach out to as many people as possible about your problem, including friends, family, press, attorneys, the BBB, online blogs, and more. The fact that they wanted to "ban" you from the store is simply mind-boggling. I am sure that some of the higher ups would be appalled if this information was expressed widely.

When enough people have been made aware of the company's disservice to you, I am confident they will extend more effort in resolving your issue. Clearly documenting your case with hard evidence will be your best weapon. I had a similar experience with Apple where they replaced a hard drive of mine, and I lost highly precious data. By the time I was finished with them, they returned the $300 cost of the repair, and sent me a $400 time capsule. It was not easy but it can be done.
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