So this is going to be a bit of a longer post due to the nature of the content.
It all started on Valentines Day 2005, when my wife & son gave me a used PS2 with a couple of game. They were great and even though I only played with it a few hours every couple of weeks, it was a lot of fun.
Early October, one night at a friend’s house, we were playing
MORTAL KOMBAT II, on his Nintendo Game Cube. I had so much fun with it that I had to have it on my PS2 (and at $20 how could I go wrong). So I buy the game, get home, load it into the system and then...
"DISC READ ERROR"So I try again be resetting it.
"DISC READ ERROR"Ok I figured I got a bum disc, Hey it happens. I took the game back to Toys R Us and exchanged the game no problem.
I rush home, load the game into the system, and....
"DISC READ ERROR"I went to the EB Games at the Promenade Mall, and talked to one of the employees and said that the "DISC READ ERROR" is a common bug, and I should contact
SONY and they should be able to fix or replace my system.
BOY WAS THAT GUY WRONG!!!Sony wanted $100 Just to look at my system. I called EB Games at
Yorkdale and got a huge runaround from them and even was told that I should just come in and buy a new system from them. (Yeah right like I would step into that hellhole and give them my money). I then went back to the EB Games at Promenade and could not get a single answer that matched at any other employee or store. At that point I went home to regroup and figure out my next plan of attack.
Now it is the middle of December and I decide to take the family to
Hillcrest Mall to walk around and grab a bite to eat. While I was there, I remembered that the mall has an EB Games. I go in, and since it is close to Christmas it’s a little busy, I wait in line I get to the front and ask politely,
"Can I get the telephone number for the EB Games head office?"The person working behind the counter was leaving to go get it, when the other employee stops him and says to me.
"You can't have the number; it is against company policy for me to give you that number. The only number I can give you is the customer service 1-200 number".
Getting a little frustrated, but still keeping my cool I explained I find that hard to believe and asked to speak with the manager. To my surprise this little PUTZ was the assistant manager. At this point another customer who was waiting to pay for the item asked me if I am so unhappy here why shop here. My response to her was,
"Could you please mind your own business?"I asked her politely, at which point the assistant manager forceful stated to me.
"Do not talk to my customers, or I will call Security and have you escorted out of the mall.”What the hell, all I wanted was a Frackin phone number. I asked for his name and that of the employee (who was trying to help me and being friendly), and was told that he can’t give out names because it is against company policy. I took the 1-800 number and left.
I spent the next 5 days trying to get a hold of customer service person, but ended up spending 30-45 minutes a day on hold. At which point I decided to give up and probably go out and buy a new system.
I told a few people how this was the first time I had ever given up on a challenge/crusade, and was told by friends that I should not give up.
So I let it go for a couple of months.
A couple of weeks ago, I went to the
Vaughan Mills mall to walk around. We stopped for lunch at the food court, and while we were eating, I noticed an EB Games. Hmming and hawwing, I decided to go in and ask simply for the number. If I got any type of grief, I would just walk out.
I walked in and was greeted by a Hey how’re you doing today and can I help you. I politely asked for the head office number, and was told,
“Sure. No problem. Hold on a sec, while I go grab it.”While waiting, another gentleman asked me why I needed the number. So I told him that I was having problems with EB and wanted to talk with someone with Authority. He asked to know what the problem was. So I explained the WHOLE situation as I have just written it here, and his response was (and I kid you not!)
“Bring in your system here, and we will swap it. No charge.”My jaw hit the floor.
The guy said even if I could get through to Head office and/or the Customer Service number. The info would have taken a long time to get to him. This guy was a district manager and made me feel great.
So as I get ready to swap my system a few bad things happened (not worth mentioning, but everything is AOK), so I decided to write this guy a letter and tell him about my experience at Hillcrest which he is responsible for. While writing I decided to call up the Hillcrest posing as an Investigator. My luck certainly did change because I was lucky enough to get the SAME assistant manager on the phone who I dealt with originally.
I have never ripped into anyone as badly as I ripped into him, all under my lawyer persona and keeping my cool. I am totally convinced that when I hung up with him, he was going to go in the back and start crying.
Now I am not a vindictive person, but as I now have exchanged my PS2 and have gotten some extra free stuff from the EB Games,
Don’t FRACK with me!!!I will fight for my rights and the rights of my friends
(Or anyone who asks me).
CHEERS!!!PS For an abbreviated version of the Phone conversation please send me an email for a copy of it.
Or just ask me when you see me.
CHEERS!!!