James sent a message to J. Paul Raines – Chief Executive Officer of GameStop Corporation – Email Address that said:
Dear Mr. Raines,
I am writing to you today to make you aware of some retail practices in one of your stores that is highly suspect and if allowed to continue may harm your company's reputation in the long term. I beg that you please listen and not take this lightly.
Earlier today i went to the Gamestop located here in Newberry, South Carolina and was, for the second time forced to deal with a duplicitous store manager. I was selling a Wii U that my son no longer wanted and was planning to pre order a game for the PS4.
When I went to trade my Wii U the manager rang up the sell then charged a forty five dollar refurbishing fee. He didn't inform me as to why nor did he tell me he was doing so. When I asked he ssaid it was because the unit was dirty and had to sent for cleaning. There was some light use, but beyond this there was no physical damage nor any mark or blemish that could not be removed without wiping the unit with a soft cloth. I know because when I returned home it took less than 30 seconds to do so.
I've had problems with this manager previously when I sold my Playstation 3 and collection of games. He scanned all items in and at first refused to give money back claiming he could only issue store credit. Whe I requested my items back thats when he finally gave me the money he said he couldn't give in the first place. He did so with a bad attitude and snark comments when I apologized for any inconvenience.
My son was with me for both of these events, and it is for him that I'm writing you. I am a single father to a bright and affable nine year old. His mother recently left us and we have used gaming to connect with one another and deal with his grief, with our grief.
Today as we were leaving he looked at me and said, "Daddy, that man embarassed me". Sir, I may not be a wealthy man. Ive worked hard all my life since I was fifteen to make my way. Paid for my bachelors and master's on my own with no help. I've learned the value of building and maintaining relationships. Of working hard and treating all people with respect regardless of station in life. This is what I'm teaching my son. It is for this reason I feel it necessary to make you aware of this situation so that situations like this don't become commonplace within your organization.
I've read a bit about you sir. My father too did his best to instill in me the value of relationships. To treat people well to bring out the best in them. Its why I chose Human Resources as my profession. The only asset a company has that gains value over time is its employees. I'm not sure if this failing is due to an individual or an oversight in company culture, but please for the sake of reputation address it. My son may only be nine now, but he is tomorrow's customer. Today's events have left a negative view in his mind of your company and mine.
If you've read this far I'm grateful. It speaks volumes towards your character and commitment to your company.
Respectfully,
James
