cheryl sent a message to J. Paul Raines – Chief Executive Officer of GameStop Corporation – Email Address that said:
Just wanted to tell you about my experience at the Bloomington, IN Gamestop. My daughter, Krista, is a Freshman at IU. My husband and I were down for Parent’s Weekend to visit her and to bring her the phone we purchased for her. We were switching over from T-Mobile to Cricket Wireless.
I had gone online and purchased a refurbished, unlocked, IPhone 5S (can’t afford the new IPhone, not with two teens and one in college!). While in Bloomington, we were going to start the new phone and the new service for Krista. I had already done this with my son with a few minor hiccups.
Switching my daughter’s service was a nightmare.
I got on Cricket’s website on Friday evening while at IU to start the porting of her phone number and activation of her new service/phone. Something went wrong as the next day her old phone was still working and on the old service (T Mobile). In calling Cricket’s customer service, I was given some ‘help;’ which solved absolutely nothing. I found that the Gamestop in the College Mall in Bloomington was also a Cricket store. I am not yet familiar with Bloomington, we live almost 200 miles away.
I went to the Gamestop in Bloomington that Saturday, September 24th. Two associates, JT and Steven were very friendly. Both were very patient as I explained my dilemma. Steven got on Cricket’s website to find that Cricket did not complete the request to port over my daughter’s phone number. He explained that the last step was not taken by Cricket, hitting the Submit button to actually make the request. Steven thought that the Cricket tech was probably new and did not realize he/she did not finish the whole process of porting the number over from T Mobile. Steven completed the process.
That night, my daughter had NO service on her phone, neither the old nor the new. So, I do believe Steven was correct about the request was not complete to port the number over. But there was still a problem. Another call to Cricket. My daughter also called on a friends phone. Cricket could NOT resolve the issue. I was told to have her connect the phone via her laptop to the I TUNES website and have it installed. We did this on Sunday Morning while sitting in a café for breakfast. We did everything Cricket told us to do, no luck. BACK TO GAMESTOP!
When Gamestop in Bloomington opened at noon that day, there we were, my daughter and I. JT and Steven recognized me and knew why I was there. Again, they were very friendly and patient. It turns out that the sim card we ordered from Amazon (as directed by yet another Cricket rep, weeks prior) was defective. Steven was chatting online with Cricket and in person with us to resolve this issue. It took almost a half hour to chat, test, chat, etc… but Steven did resolve our issue and (YEAH!) got Krista’s phone working. He was fantastic! I was near my wit’s end, and patience with Cricket. It took 36 hours to get that phone working but I KNOW that without Steven’s help, it never would have worked. All the delay was due to Cricket’s errors, and the defective SIM card.
In waiting around getting this issue resolved, I will say that the Gamestop employees were VERY friendly, nice, patient. Not only with my daughter and I but with other customers. I did not get the names of the other two employees working at the Bloomington, IN Gamestop on Sunday September 25th when the store opened, but all four employees were great.
Having worked retail myself, years ago, I know how some customers can be. I also know that companies will hear about complaints much faster then compliments. So I just wanted you to know.
I would also like to hear back from you, just to make sure you have received and read all of this. I know it is long. My experience getting Krista’s phone working was very long as well. It would have been much longer and more painful if it wasn’t for Steven and the other gentlemen at the Bloomington, IN Gamestop.
Thanks,
Cheryl
