Brian sent a message to J. Paul Raines - Chief Executive Officer of GameStop Corporation - Email Address that said:
Dear Mr. Raines,
The following is an email reply to one of your (overseas?) customer service reps. I sent this on March 28th and I have never heard from Gamestop again. Please read my letter as it explains everything about the extreme lack of customer service from Gamestop. I would appreciate hearing back from you and I would like to have an acceptable solution.
Hello Nicole,
Thank you for actually getting back to me in regards to this matter. I had almost given up hope that I would ever hear from any representative from Gamestop.
I appreciate your effort and I do realize (and respect) that you are diligently doing your job but I must point out that my reaching out to you was nearly 3 months ago. My frustrations and comments are focused on Gamestop as a company and not you personally as an employee. I am cannot (politely) express how I am feeling about Gamestops level of customer care.
Please allow me to explain from my perspective as a customer. I ordered the refurbished Nintendo Wii U Zelda 32GB Blast From the Past Bundle with Super Mario 3D World for my eight year old sons Christmas present from Santa Claus . On Christmas day, it was rather embarrassing to see him go from so much excitement to extreme disappointment and tears when he found out that Santa gave him a game that did not work. He was also worried that Its a little hard to get a hold of Santa and let him know he sent a defective toy.
I originally reached out to Gamestop on December 29th via the only option that was clearly available to me, by email. You are the first and only reply I have received since then and that was on March 26th. You are also replying in response to the second email that I sent more than two weeks after the first. I would not call that customer service or care at all. After getting fed up waiting for an email reply I called a Gamestop location asking for customer service contact info. I called the phone number I was given and was shocked to discover I was speaking to people overseas. The first person I spoke with told me that it was past the eligible date to return the game because it was from a Black Friday promo. After explaining I bought it online just before Christmas and asking to speak to their supervisor, they put me on hold and eventually when they came back on, they said they can help me and they would send me a new game. I waited but never received anything. I called the number a second time and went through pretty well the same situation with being told they would send a replacement game. At the end of both calls I asked if they can transfer me to a U.S. customer representative and both times I was disconnected.
So as much as I do appreciate you finally contacting me I have lost all respect for Gamestop. It is pretty hard to explain to a young child why Santa gave you something that doesnt work and then it was even harder to learn that there wasnt a simple or quick solution and that I may not ever be able to get this resolved at all.
I definitely need you to send me a replacement game ASAP of the same title Super Mario 3D World” for Nintendo Wii U. Also, I would appreciate an offer of some type of further compensation for all of the unnecessary stress, the disappointment my son faced asking me for weeks after Christmas if hes ever going to get a game that works and the extreme lack of service that I have had to endure.
There were many times I had the intention of dealing with this however, it would create such anxiety knowing I would spend a long time waiting on the phone only be answered by someone in a call centre overseas and if I attempted to get connected to a U.S. customer service rep I would most likely be disconnected. It was a very frustrating experience.
If you cannot offer me any compensation I would like you to expedite my complaints and concerns to the next level of management. I would also appreciate a phone call from someone local so they may understand how difficult this has been.
Never in my life have I experienced such a lack of service from what I would expect to be an established and reputable company.
Please get back to me ASAP with information about when I will receive a replacement game and what kind of compensation you are willing to offer me. Also. can you please tell me where you are located and replying to me from.
I thank you for your time and I hope you may also consider that the time and effort I have put into this was unnecessary and avoidable.
Sincerely,
Brian Beard
