Nov 09

Whaddaya gonna do?

So I wrote to Game about my poor experience from their Sauchiehall Street branch. To be honest, wasn’t expecting the response I got. What started out as a single open letter quicky became retweet after retweet, replies, offers of support, suggestions, phone calls from GAME customer service and even tweets from the company CEO. Along the way there were some amazingly nice things said by some amazingly cool people on Twitter. OK, so one guy called me a little bitch. Another, an OTT drama queen. One more accused me of writing an account of the situation “spiced with fiction” but I’m less worried about him as the temporary wormhole connecting us to 1922 will have died out by now.

Anyway, to the response! I got a couple of phone calls and several emails from a lady in GAME customer service. She was very nice, very understanding and very good to deal with. I am going to assume her surname was not Themanager. Here is her response:

Thank you for your patience.

May I begin by apologising for your disappointment, as a company that prides itself on the standard of service offered it is always  disappointing to receive feedback such as this.

The service you have described falls way short of the high standards we would expect and as I indicated earlier your comments have been forwarded to the Regional Manager responsible for the Glasgow store.  The Regional Manager will investigate your concerns and address the service issues you have raised.

Please rest assured your concerns has been highlighted at the very highest level within the business and your complaint has been taken seriously.  The result of the investigation will remain confidential, as a result of the investigation any remedial action necessary will be addressed by our field HR team or the Regional Manager where appropriate.

Our pre-order process and releases such as MW3 are very important to us and we would always want any customer experience to be a positive one, and I am really sorry that this was not the case.  I have shared your comments regarding the process we have in place for receipts with our Operations Team.

If you would be kind enough to send me your mailing address I will arrange for a cheque for £5.00 to be posted to you, by way of refund for your deposit.  It is important to us that customers feel that their feedback has been addressed and as a gesture of goodwill I would like to offer you a MW3 branded goodie bag.

Once again I am sorry for your disappointment, and I hope that my response has gone someway to restoring your faith in GAME. I look forward to hearing from you.

All of which is very nice, and I appreciate her taking the time to write back to me. It doesn’t cover what I am looking for, though (and Christ alone knows what I would do with a goodie bag) so I’m in the process of putting together my response. Which will, of course, be posted up here. Will it be spiced with fiction? Liberally sprinkled with the special sauce of wit? Coated in the odd-looking brown sauce of wry observation? I AM NOT TELLING.

4 Responses to “GAME: Take This and Leave It?”

  1. Lorian Orsi Says:

    Make sure you post the resolution! Mr. Themanager needs whats coming to him!

  2. FawnDoo Says:

    I have posted my response – will keep doing so, the feedback is always interesting! I don’t think they will tell me anything about any internal investigations or resolutions that way (and rightly so, I suppose) but am keen to see if they will get me the apology I’m after.

  3. Mikey Says:

    I’m not so sure you will receive an appology from the Mr themanager and he will probably only receive a verbal at most from his manager because at the end of the day, It’s your word against his. I doubt there is proof of the exchange (not calling you a liar etc….)
    Still hope you achieve what you have set out to do.

  4. FawnDoo Says:

    Mikey, I don’t know if I will receive an apology from Mister Themanager either, but I feel I have to ask for it.

    I think I’ve managed to achieve quite a bit, it’s really only getting the guy who sent me out of the store shaking with shock to say “sorry about that” that’s the outstanding point.

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