Could i actually take any action?

Josh · 23 Feb 2015 at 08:07

TL DR - OP had problem with console, GAME lied (shocker), OP had multiple issues getting refund done, OP had a rude interaction with GAME manager, OP stamped feet (good on you) and got a refund.

OP now wants to know if he should "go futher" with complaint.

I also agree that you should write to their HO.

ci_newman · 23 Feb 2015 at 08:10

There was nothing stopping you from buying a working XBO from another vendor once you had the refund, you didn't have to get a refund on the games too.

Rifte · 23 Feb 2015 at 08:22

Has this store got a letter box?

Absorbentsolid · 23 Feb 2015 at 11:36

Simi said:
I'd be fuming too if I had to go through all that malarkey. The shop manager sounds like a right plank, hate when managers get like that instead of trying to, you know, actually HELP the customer

I definitely wouldn't let it drop, get some letters written and some emails whizzed off making sure to name that manager more than once. I actually read your whole post and as it went on my blood started to boil, was right there with you as I have had similar experiences with refunds, especially on tech purchases.

People saying move on you got your refund are technically right, but I wouldn't drop it just yet either

Yeah as soon as i get back home i'll write up some letters to them with all proof attached, I have hours of recordings and video footage so i feel sorry for whoever has to look through all of that.

But they'll see quickly that i got spoken to like a 6 year old and didn't get treated correctly.

I'll also ask if they can check with the CCTV in the store as some points of the conversation aren't on record as i had to give him my phone on multiple occasions showing him proof VIA Email or Video evidence.

It was quite the opposite of customer service it was more like he wasn't wanting to help me rather just come up with lies and excuse wanting to argue with me.

@Rifte not sure bud all I've got is the stores phone number but if they want they're more than welcome for copy's of the recordings of him talking down to me, interrupting me consistently while I'm trying to state facts.

As soon as i send the letter into HQ and get a response i'll update the post.

Absorbentsolid · 23 Feb 2015 at 11:37

ci_newman said:
There was nothing stopping you from buying a working XBO from another vendor once you had the refund, you didn't have to get a refund on the games too.

Yes i know but it was a special edition Xbox as that is what i had my mind set on that no other store sold. Looked online and they were out of stock at the time not sure if they still are now.

DR_Pingu · 23 Feb 2015 at 11:46

Although it's already been said; you got your refund so not, but you are well within your rights to put in a formal complaint about the staff member(s) who wronged you. I'd advise they sort out the protocols are known by all staff as it's clear there is some confusion (mainly on the silly managers front here though) just to ensure everyone is on the same page from the call centre staff to the shop floor.

I'd certainly take the complaint to the highest possible level though, the manager sounds like a right jobsworth

Spikey · 23 Feb 2015 at 11:49

Good luck getting anything out of Game. I complained about the appalling service I received trying to refund a pair of Astro A50 headphones which had gone faulty after only a week. I got a pathetic apology two weeks later. Like others have said, learn from it and don't buy from them and move on.

DR_Pingu · 23 Feb 2015 at 11:53

This does somewhat make me glad I managed to get a RROD'd Xbox360 past them in a trade-in for the newer 360 slim when it came out xD

Absorbentsolid · 23 Feb 2015 at 12:00

DR_Pingu said:
Although it's already been said; you got your refund so not, but you are well within your rights to put in a formal complaint about the staff member(s) who wronged you. I'd advise they sort out the protocols are known by all staff as it's clear there is some confusion (mainly on the silly managers front here though) just to ensure everyone is on the same page from the call centre staff to the shop floor.

I'd certainly take the complaint to the highest possible level though, the manager sounds like a right jobsworth

Yeah the manager i spoke to was new.

I've been going to that exact store for years and i think the old manager quit or something and he was the replacement for the time being seeing as his job title is "Regional manager"

Not sure how he got that job seen as he spoke to me like something he stepped on being unreasonable not wanting to hear anything i had to say.

Not wanting to acknowledge any proof i showed him and proof he saw with his own 2 eye's.

But hey if he thinks that's the acceptable way to treat customers i'm sure he'll be out of a job quicker than quick.

steinooo · 23 Feb 2015 at 12:02

Absorbentsolid said:
Apparently he's the reagional manager. I'd prefer not to give his name.

It's a shame if it was the Hanley store as I was in there yesterday and the staff were all rather helpful, guess it's just the manager who's an idiot. Please keep the thread up to date!

Unicorn · 23 Feb 2015 at 12:04

DR_Pingu said:
This does somewhat make me glad I managed to get a RROD'd Xbox360 past them in a trade-in for the newer 360 slim when it came out xD

I did this also an old non hdmi model 360 20gb with rrod, toweled it and traded for a new model with hdmi 120gb and paid 30 quid difference.. cheap and i wasnt without my xbox :')

Absorbentsolid · 23 Feb 2015 at 12:06

steinooo said:
It's a shame if it was the Hanley store as I was in there yesterday and the staff were all rather helpful, guess it's just the manager who's an idiot. Please keep the thread up to date!

Without being to specific it was one of the hanley stores, The staff are great it's just the manager that was being unreasonable with me.

To be honest the staff could do his job better 10x over as they dealt with me great the day before.

I have no complaints about any of the staff it's just the manager that was vile to me.

planty · 23 Feb 2015 at 12:24

Absorbentsolid said:
So i purchased a Xbox One from GAME at some point in December and i contacted GAME when it arrived as i did not receive a Xbox One controller with it and the Box was damaged on arrival.

My instinct would have been to return it for a full refund at this point.

My advice now would be to be happy that you ended up getting your money back, and to write a letter of complaint to GAME about how your situation was handled in the hope that they might give you some sort of compensation.

Sega Mega Dave · 23 Feb 2015 at 12:35

Surely once it arrived either a) refuse to accept delivery or b) jump in the car, hit the potteries shopping centre and return it for a replacement or full refund in store.

If either causes an issue then kick up enough of a fuss until they do it.

That said i've returned stuff at the Hanley store which i had bought online and never had an issue.

Absorbentsolid · 23 Feb 2015 at 12:40

planty said:
My instinct would have been to return it for a full refund at this point.

My advice now would be to be happy that you ended up getting your money back, and to write a letter of complaint to GAME about how your situation was handled in the hope that they might give you some sort of compensation.

Just got off the phone with head offices i had a brief chat with them, They said i need to get everything in Email form because it's a lot of information to take in.

One thing he told me is he can't tell me how the investigation will be handled and they won't be able to give me any update.

and he doesn't think I'll be entitled to a refund and he doesn't think the store will be able to show CCTV footage of the situation for whatever reason....

Didn't quite understand that so i might just try calling back again later seeing if i can get some more answers.

Absorbentsolid · 23 Feb 2015 at 12:41

Sega Mega Dave said:
Surely once it arrived either a) refuse to accept delivery or b) jump in the car, hit the potteries shopping centre and return it for a replacement or full refund in store.

If either causes an issue then kick up enough of a fuss until they do it.

That said i've returned stuff at the Hanley store which i had bought online and never had an issue.

I first went to the store and they said to me i had to deal with it online and there was nothing they could do in store because i purchased it online.

Also even if they could sort it out for me they didn't have a controller to replace it for me as it was limited edition.

Sounds like you've had a good day, I've shopped with GAME for years and never had a problem, Only with this manager i had a problem.

Sega Mega Dave · 23 Feb 2015 at 12:42

Absorbentsolid said:
I first went to the store and they said to me i had to deal with it online and there was nothing they could do in store because i purchased it online.

Very odd as even the website says you can return to store, or it used to anyway.

Anyway it's sorted, i'd still send a letter of complaint to HQ with regards to the manager, some will say its whining but the treatment was far from acceptable and many people would have walked out without a refund.

Absorbentsolid · 23 Feb 2015 at 12:46

Sega Mega Dave said:
Very odd as even the website says you can return to store, or it used to anyway.

Anyway it's sorted, i'd still send a letter of complaint to HQ with regards to the manager, some will say its whining but the treatment was far from acceptable and many people would have walked out without a refund.

I will send a letter of complaint, I mean, I can understand some people could call it whining but I'm extremely confident if they heard the recording of some of the stuff he said to be they'd soon change the tone.

Absorbentsolid · 23 Feb 2015 at 12:56

Just want to let rest of the thread know I was just pointing out a few things of what happened and what was said. Trust me when i say the post that i wrote was the VERY short version the TLDR version if you will. I can assure you.

Calling his colleague a liar after CCTV will show that isn't the case about writing down a TMTI number. Even know his colleague called the manager when he got the TMTI number and the manager tells him not to authorise me a refund.

Refusing to call Customer services using my reference number.

Offering me a partial refund using trade in cash value etc etc i could go on.

I don't have the time to listen to the entire conversation as it annoys me having to listen to the way he spoke to me.

They're just a few things that come to mind without having to listen to the conversation.

Destination · 23 Feb 2015 at 13:31

Absorbentsolid said:
Just want to let rest of the thread know I was just pointing out a few things of what happened and what was said. Trust me when i say the post that i wrote was the VERY short version the TLDR version if you will. I can assure you.

Calling his colleague a liar after CCTV will show that isn't the case about writing down a TMTI number. Even know his colleague called the manager when he got the TMTI number and the manager tells him not to authorise me a refund.

Refusing to call Customer services using my reference number.

Offering me a partial refund using trade in cash value etc etc i could go on.

I don't have the time to listen to the entire conversation as it annoys me having to listen to the way he spoke to me.

They're just a few things that come to mind without having to listen to the conversation.

Why were you using a store at all and not returning the damage product online, within 7 days of receipt of a broken box with missing items inside?
I don't quite understand how this degenerated into a slanging match in a store when the purchase was online, and you'd be round the loops several times with customer services.
I also fail to see how the games can't be used on a new machine? Buy one from another source, enjoy XBone goodness.

Write them a letter, as they have asked, a physical letter, not a little email.
Stop posting on this thread.
Move on with your life, and if you get a nice result later, then bonus.