Yesterday the internet briefly sparked into life as blogger Fawndoo posted up his appraisal of one of GAME’s high street branches – in particular, the apparent behaviour and language of the store’s manager.
The blog details his version of events as the author says he tried to redeem his Call of Duty: Modern Warfare 3 pre-order and the aftermath of not having both slips of paper with him. Whilst the initial sales assistant remained well mannered and polite, he alleges that the manager did not.
I know the branch in question – Glasgow’s Sauchiehall Street GAME is a big one, and normally staffed by polite enough guys that, whilst obviously subscribing to the GAME approach, have never bothered me in the way the blogger reports.[drop2]”The manager,” says Fawndoo, “immediately took a belligerent and aggressive tone. Even his body language was confrontational. There was nothing about this man that suggested he was there to manage the situation, explain matters and possibly find a solution.”
He alleges the manager wouldn’t accept the pre-order because there was nothing on the receipt to confirm that the £5 deposit was valid – something the blogger disputes with some enthusiasm – but it’s the mannerisms that seem most off, apparently suggesting that Fawndoo take his business elsewhere.
“Take it or leave it” is a repeated mantra.
It’s well worth a read, if only to get a grip on how to write up a restrained, considered complaint. Certainly, GAME themselves have taken notice and replied, even if the reply doesn’t quite cover the personal apology the blogger requested.
“The service you have described falls way short of the high standards we would expect and as I indicated earlier your comments have been forwarded to the Regional Manager responsible for the Glasgow store,” says the official response from GAME.
“The Regional Manager will investigate your concerns and address the service issues you have raised.”
This, admittedly, sounds like the way complaints should normally be dealt with – moving up through the chain of command in an official capacity. Whilst the apologies – one from head office and one from the manager of the store – may both never emerge, at least the power of the internet (mainly Twitter, to be honest) has got the high street store to take some action, and quickly.
I know friends that work in GAME, past and present, and don’t normally have any issues at all although I’ve not pre-ordered anything with them for years. The incident in question sounds rather uncomfortable (we skipped the most barbed comments) and hope it gets concluded soon.
We’ve reached out to GAME for comment.
Update: it seems that GAME have, at the bloggers request, put a donation in for Macmillan’s Cancer Support of the full value of the game, including the pre-order. Lovely. Are we all smiling now?