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- Joined
- 1 Aug 2012
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- 1,117
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- Stoke-On-Trent
Hello everyone, Just wondering if I'm entitled to take any action legally or if I'm entitled to compensation.
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.
After contacting the live chat service on numerous occasions explaining the situation. I got told i would receive a controller within 2-5 days, I waited a week and one did not come.
I once again contacted the live chat asking where the controller was, sometime around the 23rd of December, after a lengthy chat with them all they could do for me was send me another one out by exchanging the entire console.
I explained that the Xbox was originally for my birthday and i hasn't been able to play on it since the 3rd-4th of December (Can't remember the exact date it arrived) She said she could send that out but it wouldn't get to me until early Jan 2015.
When it arrived if i wanted a refund that would go past the 28 day policy by time GAME could send a courier out. and if we sent off the xbox on the 24th of December it wouldn't show up until some point in early January as the person i was talking to pointed out.
Therefore going past the 28 day return policy.
The lady i was speaking to spoke to the manager and arranged a gift card for me, I went into the store to get the controller. But this is where more problems start to occur.
I got the controller on the 24th of December unable to play the actual Xbox as their was multiple faults with it, Such as Unable to connecting to the internet and disc tray not working etc etc etc.
Sometimes the xbox won't even turn off without having to turn off the entire electric, So we contacted Microsoft a few times and they said to get in touch with the seller GAME. and gave me a reference if they needed it to get in touch with Microsoft.
I stated i have video and photographic evidence of the Xbox not working correctly as it should. As we hit a brick wall where it was having major problems not even getting past the boot screen of the Xbox.
I contacted Microsoft for support and had tried every possible solution such as downloading a new update, Clearing my cache and Formating the HDD. To prevent me needing a refund.
I had been advised on the phone with a Microsoft manager that GAME should be able to honour the refund as it did not arrive as a entire package and i wasn't able to play on the system till 23 days after the purchase due to no controller being in the package.
Once again given another reference number.
I got a reply from Game via email stating i could have a refund saying i could do it by courier so i phoned game customer services letting them know about the email and said i lived about 10 minuets away from my local store would their be any chance i could take it to my local store.
So i got told i could and i did.
I took it to my local store and spoke to the manager on the phone before bringing in the console he said he could honour it and asking if he was in for the rest of the day he said yes.
I get to the store 10 minuets later and the manager dispersers and none of the other staff could do anything, After spending 2 hours in the store they got a reference number from something called TMTI or something to issue the refund. When they were about to issue the refunded apparently it couldn't go past because they needed manager authorisation.
So my time was wasted and my petrol money wasted!
I asked the staff when the manager would next be in and they said "Tomorrow at 9AM when the store opens"
So i get to the store the next day at 8.45 to make sure he was in.
I see the manager and i had recorded the entire conversation i was having with him after him being EXTREMELY RUDE to me and unreasonable.
The manager told me he had to see the fault to issue a refund even know i had given him proof via 5 reference numbers and bringing in a letter from GAME's head office stating i can get a full refund.
He said "I can't do anything for you until i see a fault" I said i completely understand and i let set up the Xbox in store so he could see the faults, One of the faults occurred immediately stating the Xbox could find no connection.
He was saying it was the internet problem not the Xbox so he used his phone as a hotspot and he was still getting the problem. He responded with the Xbox Servers are down. I went to the Xbox Live Server status via website and all severs we're indeed working as intended.
I showed it him on my phone he wasn't convinced and got it up on his phone to double check. Then he said to me "They don't have the special net code for the authorisation to go through properly" At this point i knew his intention was to help me it was to just not want to go through with the refund.
He told me to take it to another store to see if the internet works their.
He phoned and put it on loud speaker and he spoke to the manager at that store and the manger said "Our internet is working here either" So i was stuck. He said to me "Because i can't see a console fault as it's a Xbox Server problem i can't issue you a refund, (Which it wasn't and i screenshotted it on my phone at the time of him saying this)
He then said to me that "In our terms and conditions it says the store manger has to see the fault with their own eyes" I explained to him i had video's and photo's on my phone of other faults when i eventually did get it working and that i request to see where it says that in the Terms and conditions.
He responded with "Okay i'll go print it off upstairs be right back" I waited 10 mins and he came back with something completely different that is on GAMES website regarding Terms and conditions that i had already read before i got to the store.
I said "Yes but no where on the sheet of paper does it say the store manger has to see the fault with their own eyes" His response was "Well not on this no i can't find it" I called him on it saying he was lying to me, He got extremely defensive immediately interrupting anything i was trying to say coming up with more excuses.
Then said to me the following "I have two options, Either he can send it off for a 28 day repair and they'll deliver it to me when it's fixed" Or option two, "You can go home and have nothing done" At this point i snapped, It was wrong with me i know but i raised my voice stating "I had over 10 video's of evidence of the Xbox Not working that i showed you, I have Several Emails from game stating i'm entitled to a full refund, Several reference numbers from both GAME and Microsoft now stop coming up with excuses and give me my rights!"
After 3 hours of arguing with him he eventually gave me what i was entitled to all along. A refund!
Can or should i take any action or bring this matter to game as i'm out of pocket driving up to the store, Wasting my phone bill of hours on GAMES HQ it's been eating away at me at night.
Advice and opinions are welcome and Thank you for taking the time to read it.
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.
After contacting the live chat service on numerous occasions explaining the situation. I got told i would receive a controller within 2-5 days, I waited a week and one did not come.
I once again contacted the live chat asking where the controller was, sometime around the 23rd of December, after a lengthy chat with them all they could do for me was send me another one out by exchanging the entire console.
I explained that the Xbox was originally for my birthday and i hasn't been able to play on it since the 3rd-4th of December (Can't remember the exact date it arrived) She said she could send that out but it wouldn't get to me until early Jan 2015.
When it arrived if i wanted a refund that would go past the 28 day policy by time GAME could send a courier out. and if we sent off the xbox on the 24th of December it wouldn't show up until some point in early January as the person i was talking to pointed out.
Therefore going past the 28 day return policy.
The lady i was speaking to spoke to the manager and arranged a gift card for me, I went into the store to get the controller. But this is where more problems start to occur.
I got the controller on the 24th of December unable to play the actual Xbox as their was multiple faults with it, Such as Unable to connecting to the internet and disc tray not working etc etc etc.
Sometimes the xbox won't even turn off without having to turn off the entire electric, So we contacted Microsoft a few times and they said to get in touch with the seller GAME. and gave me a reference if they needed it to get in touch with Microsoft.
I stated i have video and photographic evidence of the Xbox not working correctly as it should. As we hit a brick wall where it was having major problems not even getting past the boot screen of the Xbox.
I contacted Microsoft for support and had tried every possible solution such as downloading a new update, Clearing my cache and Formating the HDD. To prevent me needing a refund.
I had been advised on the phone with a Microsoft manager that GAME should be able to honour the refund as it did not arrive as a entire package and i wasn't able to play on the system till 23 days after the purchase due to no controller being in the package.
Once again given another reference number.
I got a reply from Game via email stating i could have a refund saying i could do it by courier so i phoned game customer services letting them know about the email and said i lived about 10 minuets away from my local store would their be any chance i could take it to my local store.
So i got told i could and i did.
I took it to my local store and spoke to the manager on the phone before bringing in the console he said he could honour it and asking if he was in for the rest of the day he said yes.
I get to the store 10 minuets later and the manager dispersers and none of the other staff could do anything, After spending 2 hours in the store they got a reference number from something called TMTI or something to issue the refund. When they were about to issue the refunded apparently it couldn't go past because they needed manager authorisation.
So my time was wasted and my petrol money wasted!
I asked the staff when the manager would next be in and they said "Tomorrow at 9AM when the store opens"
So i get to the store the next day at 8.45 to make sure he was in.
I see the manager and i had recorded the entire conversation i was having with him after him being EXTREMELY RUDE to me and unreasonable.
The manager told me he had to see the fault to issue a refund even know i had given him proof via 5 reference numbers and bringing in a letter from GAME's head office stating i can get a full refund.
He said "I can't do anything for you until i see a fault" I said i completely understand and i let set up the Xbox in store so he could see the faults, One of the faults occurred immediately stating the Xbox could find no connection.
He was saying it was the internet problem not the Xbox so he used his phone as a hotspot and he was still getting the problem. He responded with the Xbox Servers are down. I went to the Xbox Live Server status via website and all severs we're indeed working as intended.
I showed it him on my phone he wasn't convinced and got it up on his phone to double check. Then he said to me "They don't have the special net code for the authorisation to go through properly" At this point i knew his intention was to help me it was to just not want to go through with the refund.
He told me to take it to another store to see if the internet works their.
He phoned and put it on loud speaker and he spoke to the manager at that store and the manger said "Our internet is working here either" So i was stuck. He said to me "Because i can't see a console fault as it's a Xbox Server problem i can't issue you a refund, (Which it wasn't and i screenshotted it on my phone at the time of him saying this)
He then said to me that "In our terms and conditions it says the store manger has to see the fault with their own eyes" I explained to him i had video's and photo's on my phone of other faults when i eventually did get it working and that i request to see where it says that in the Terms and conditions.
He responded with "Okay i'll go print it off upstairs be right back" I waited 10 mins and he came back with something completely different that is on GAMES website regarding Terms and conditions that i had already read before i got to the store.
I said "Yes but no where on the sheet of paper does it say the store manger has to see the fault with their own eyes" His response was "Well not on this no i can't find it" I called him on it saying he was lying to me, He got extremely defensive immediately interrupting anything i was trying to say coming up with more excuses.
Then said to me the following "I have two options, Either he can send it off for a 28 day repair and they'll deliver it to me when it's fixed" Or option two, "You can go home and have nothing done" At this point i snapped, It was wrong with me i know but i raised my voice stating "I had over 10 video's of evidence of the Xbox Not working that i showed you, I have Several Emails from game stating i'm entitled to a full refund, Several reference numbers from both GAME and Microsoft now stop coming up with excuses and give me my rights!"
After 3 hours of arguing with him he eventually gave me what i was entitled to all along. A refund!
Can or should i take any action or bring this matter to game as i'm out of pocket driving up to the store, Wasting my phone bill of hours on GAMES HQ it's been eating away at me at night.
Advice and opinions are welcome and Thank you for taking the time to read it.
