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Report: #394771

Complaint Review: Game Crazy - Cedar Park Texas

  • Submitted:
  • Updated:
  • Reported By: round rock Texas
  • Author Confirmed What's this?
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  • Game Crazy 1431 Parmer Lane Cedar Park, Texas U.S.A.

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Purchased a new Xbox 360 holiday bundle on 11/13/08. I was originally considering the xbox 360 elite because that was what my son had requested but the salesman suggested the Pro version because it was the better value. He told at time of purchase that I could return for exchange in 90 days if I really wanted the Elite instead.

I gave the xbox 360 to my son on Saturday 11/22/08. When we set it up and turned it on for the first time it did not function. It gave the three red lights, red ring of death. We spent the next hour going through all the troubleshooting info provided by Microsoft and determined that this xbox360 was defective.

When we contacted GameCrazy regarding the exchange, I was then informed that they will only exchage new units within 7 days of purchase and I was past the 7 days, so there was nothing they can do. When I mentioned that the salesman told me 90 days, I was told that the 90 day exchange policy is only for the used xbox360's and not the new ones.

This makes no sense at all. It was then suggested that I call the corp customer service line and when I did was only told the same 7 day policy. I was told to basically go away and not call back. They could only leave a message for the Dist Mgr Mike to call me back, which of course never happened.

This is not right. This is not fair. I don't want anyone else to fall into this trap. Don't buy from GameCrazy.
I have reported GameCrazy in Cedar Park Tx to the BBB, Attorney Generals office, and the dept of Consumer Affairs.

Upset in texas
round rock, Texas
U.S.A.

This report was posted on Ripoff Report on 11/24/2008 10:06 PM and is a permanent record located here: https://www.ripoffreport.com/reports/game-crazy/cedar-park-texas-78613/game-crazy-sold-me-a-defective-xbox0360-gave-false-info-when-purchased-now-will-not-exch-394771. 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. Ripoff Report has an exclusive license to this report. It may not be copied without the written permission of Ripoff Report. READ: Foreign websites steal our content

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REBUTTALS & REPLIES:
0Author
7Consumer
0Employee/Owner

#7 UPDATE Employee

OMG 2.0

AUTHOR: Michigone - (U.S.A.)

POSTED: Friday, February 20, 2009

the OMG post was right...albeit the delivery left a lot to be desired.

90 days return on used, 7-day unopened on new. I believe this is posted in the stores, and on the receipt as well. Please don't hinge the entire experience on what might have been a simple misunderstanding. When you open your box, the year warrenty is through Microsoft, and not the store.

We've been told repeatedly not to return red-ringed XBoxes (we get in big trouble), and to point people directly to Microsoft.

To be honest, a 360 red-ringing right out of the box is MAD suspicious, especially since the newer boxes are MUCH more stable than the originals. Still, I don't believe it's impossible. Did you talk to a manager? They have more wiggle room to make returns on such things. The console is under warrenty through Microsoft for 3 years if it red-rings (http://www.gamasutra.com/php-bin/news_index.php?story=14577), but I can understand how red-ringing right out of the box would have been quite frustrated. That's honestly quite a freak happening, and the first such case I have heard of.

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#6 Consumer Suggestion

christmas reminder

AUTHOR: Cat - (U.S.A.)

POSTED: Tuesday, December 02, 2008

This is extremely important to remember now with Christmas around the corner as many parents who shop quickly for the holdiay season will buy in advance, wrap the gift and it will be long past those "7" days once the Christmas gift is opened. Then begins the long process of getting one that works. The child, of course, is upset that his Santa gift does not work and does not understand why he can't get another one right away. So I hope this report reminds everyone to see the return item notice in writing before they purchase these game systems for Christmas.

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#5 Author of original report

Poor Service

AUTHOR: Upset In Texas - (U.S.A.)

POSTED: Monday, December 01, 2008

Game Crazy Employee, Thank for your response, it only better validates my point. I'm sure that when your superiors at Game crazy read your response that they will cringe with embarrassment.

You are aware that the purpose for having a store is to sell items to customers? So promoting sales is good and loosing sales would be bad.

Since my infraction with Game Crazy I have purchased almost $800.00 worth of game gear from a nearby Target store. This then results in almost $800.00 worth of LOST SALES for Game Crazy.

In addition to this, last year alone I purchased over $1300.00 in games, and I estimate that I will buy at least that much in games this coming year. So because Game crazy gave me poor customer service they have lost about $2000.00 in overall sales from just me alone.

Now combine this loss with my family and friends, and my kids friends that will no longer shop at Game Crazy and add the percentage of people that may decide to shop elsewhere after reading this Rip Off Report, and the end result is overall thousands of lost dollars in sales for Game Crazy.

It would have been more profitable for Game Crazy to honor the exchange and throw away the xbox than to continue to give me the runaround.

Best of all when speaking with a Game Crazy representative I was told "that if they didn't enforce the 7 day policy then the exchange and returns would run them out of business". Since selling game consoles is part of their core business I found this to be a ridiculous cop out.

If Game Crazy is so concerned that game console returns / exchanges will be so overwhelming to their business, then maybe they should stop selling games and game consoles. Then maybe you can also change the name of your company from "Game Crazy" to just "Crazy".

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#4 Consumer Comment

OMG! but it still = poor customer service

AUTHOR: Upset In Texas - (U.S.A.)

POSTED: Monday, December 01, 2008

Everyone at Game Crazy is well rehearsed with the 7 day policy statement but your missing the point, just because you can blow off your customers by stating this policy over and over doesn't make it right.

I was misinformed by the salesperson and unfortunately trusted the company's sales ethics when I made the purchase.

I will not make the same mistake again and I want to warn anyone that may consider purchasing a game console at Game Crazy to beware.

The pricing is the same at the big box stores and you will get better customer service.

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#3 UPDATE Employee

OMG

AUTHOR: Nick - (U.S.A.)

POSTED: Sunday, November 30, 2008

Wow First of all the only thing I stated was Company Policy that has been scompany policy since the comapny started. Used product has a 90 day return policy - NEW NEVER HAS....... Read the friggin reciept. New systems can returned within seven days and after that you must go through the company. Sorry at store level that is what we are allowed to do. We are not trying to scam you we are just following policy

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#2 Author of original report

Game Crazy standard response

AUTHOR: Upset In Texas - (U.S.A.)

POSTED: Saturday, November 29, 2008

This is just more proof of how little Game Crazy cares about their customers and how everyone in the company seems to give whatever information they feel to avoid taking responsibility for a customers problem.

Game Crazy employees seem to be well versed in ways to get out of their responsibilities to their customers and pass the buck to someone else.

There was no misunderstanding at purchase. I asked to make sure I was purchasing a NEW system and I was informed that Game Crazy had a 90 day return policy on all units.

Game Crazy sold me a defective product and will not honor an exchange, regardless of the fine print on the receipt.

If I would have purchased this at a Target or Walmart then they would have honored an exchange. I spoke with the store manager at a nearby Target store and he assured me that since I had the unit for only a few days, then Target would have accepted the exchange if only to keep the customers loyalty. Game consoles are the same price everywhere, the customer will return to shop at the store that provides the best customer service.

Thus, while at this Target I purchased a new PS3, two ps3 games and 4 xbox360 games. I will never purchase or rent anything from Game Crazy or Hollywood Video again.

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#1 UPDATE Employee

With in Policy

AUTHOR: Nick - (U.S.A.)

POSTED: Friday, November 28, 2008

First I have o say I think you are confusing the two systems he probaly tried to sell you a used system or even a refurb. Second, the policy is clearly stated on the reciept and after the seven day mark the manufacture warranty takes over so if you waited 9 days to give it to your son and he opened the BRAND NEW X360 and it did not work Gamecrazy does not manufacture them microsoft does and this could have happened anywhere Wal-Mart, Best buy , Etc. Anyway just call microsfot and say I have thered ring of death and the will ship you a pre paid box to ship it to the for repair, This is how it has to be handle because of microsofts warranty on the system and the fact that if Gamecrazy replaced every defective system during the entire manufactue warranty period then we would short our self on systems, Microsoft will be galde to send you a box and rectify the problem.

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