The GAME Saga

Drunzer

Drunzer

Drunzer

Associate
Joined
1 Nov 2007
Posts
2,489
Okay I had preordered Madden NFL 12 from the GAME website and the game was due for release on Friday September 2nd, on Monday August 29th the money was taken from my account. The GAME never arrived on the release date and what I found weird was that I never got a dispatch email, after 3 customer service inquiry forms being sent to GAME and no reply 2 weeks after I was supposed to have my game I went to a local GAME store to see if they could help.

I explained that the customer service team wasn't replying and everytime I called I was on hold for over 30 minutes (at 10p a minute I'm not going to do that every day). After I explained my situation the manager of the store said he would call customer service the following day and get back to me. He called me back as promised and advised the game was never even dispatched despite the money coming out of my account and the money would be refunded immediately according to customer service.

1 week later around Friday September 23rd and still no refund, since that time until now I have sent about 8 customer service inquiries and got 2 responses from GAME. The responses to me asking why I hadn't been refunded my money were:

1: I was told it was 'ring fencing' where my bank temporarily puts the money needed for the transaction aside and it would be refunded after 5 days. I replied advising the money has actually come out, it's there plain as day on my statement and I had been promised a refund 2 weeks ago. If it was ring fencing, the money would've been back in my account a long time ago.

2: After the above reply I got another asking for a copy of my statement after blacking out personal information to prove that the money had been taken from my account. I sent the state as requested and they have not replied to me since.

I sent another inquiry on Monday asking what is going on but they have not replied. Guys, what do I do? I really have tried everything. They're really messing me about. Sorry for the long read but I could really use some advice here.

Cheers.
 
Game have gone down hill big style mate,

Deus Ex late
Warhammer 40k late
Fifa 12 - I've been charged for twice...
 
manic111 said:
Go into a store, make a fuss, have the manager call customer service there and then.
Click to expand...

This.

Be confident and get them to call while you wait. If necessary raise your voice slightly louder (don't shout ott though lol - unless needed!), they'll make the call to shut you up lol. I've done it myself.
 
Drunzer said:
Okay I had preordered Madden NFL 12 from the GAME website and the game was due for release on Friday September 2nd, on Monday August 29th the money was taken from my account. The GAME never arrived on the release date and what I found weird was that I never got a dispatch email, after 3 customer service inquiry forms being sent to GAME and no reply 2 weeks after I was supposed to have my game I went to a local GAME store to see if they could help.

I explained that the customer service team wasn't replying and everytime I called I was on hold for over 30 minutes (at 10p a minute I'm not going to do that every day). After I explained my situation the manager of the store said he would call customer service the following day and get back to me. He called me back as promised and advised the game was never even dispatched despite the money coming out of my account and the money would be refunded immediately according to customer service.

1 week later around Friday September 23rd and still no refund, since that time until now I have sent about 8 customer service inquiries and got 2 responses from GAME. The responses to me asking why I hadn't been refunded my money were:

1: I was told it was 'ring fencing' where my bank temporarily puts the money needed for the transaction aside and it would be refunded after 5 days. I replied advising the money has actually come out, it's there plain as day on my statement and I had been promised a refund 2 weeks ago. If it was ring fencing, the money would've been back in my account a long time ago.

2: After the above reply I got another asking for a copy of my statement after blacking out personal information to prove that the money had been taken from my account. I sent the state as requested and they have not replied to me since.

I sent another inquiry on Monday asking what is going on but they have not replied. Guys, what do I do? I really have tried everything. They're really messing me about. Sorry for the long read but I could really use some advice here.

Cheers.
Click to expand...

wow! 2 weeks?? :eek: i would have stopped after the first phonecall if i had not had satisfaction....tbh.

Quick phone to bank (or pop in to local branch) get them to issue a chargeback on the amount taken. I've done this on more than one occasion and every time the money is back in within the day. If the bank asks for a reason just tell them fraud.

Its your money not GAME's.
 
Since all the issues they've had recently with their website and other systems they've been terrible. I've stopped buying from them now, mostly because their stupid system tells me my address is now invalid.

Apparently this is affecting a lot of customers and the only way for me to make an order right now is phone up and do it that way! I'll just use other retailers from now on.
 
Personally I would never ever buy from Game again they are obviously heading towards administration/bankrupcy or going internet only as their shops are on borrowed time!!

1: Uncompetitive pricing on almost everything now.

2: Poor customer service even in the shops certain managers are so rude its unbelieveable like they no longer want you to shop with them :eek: & on the phone it takes ages to get anywhere obviously staffed/manned by minimum wage could not care at all overworked underpaid.

3: Website does not even index properly anymore its hard to find many items & they no longer even sell certain upcoming games either.
 
That trumps my Dirt 2 saga where they could not provide me with a new copy despite a few rounds of post pong. No wonder the share price has fallen though the floor.
 
I ordered Uncharted 2 pre-owned from them and they sent Uncharted 1 instead. The customer service persons response was "Well it is uncharted aint it mate". Have not used them since...
 
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