EBGames.com Customer Service Appreciation Thread.

punqsux

punqsux

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is it just me or does anyone else think they have the best service of anywhere else on the web?

examples:
a few weeks ago i ordered a PO copy of MK:D:KE and got only the bonus disc. i called them and they sent me a pre stamped (priority even!) envelope to send my game back, to get an exchange. most places would have just been , well..there was an error....or well...all we can do is refund your money...

yesterday i ordered ALOT of old school games, and my edge card, and the save code wouldnt work. so i placed the order and e-mailed them my edge card number. checked my e-mail this morning and they said they adjusted my total down to $29 for me.

maybe its just because im used to dealing with complete idiots for customer service, but eb really seems to be on the right track, at least their online division.
 
I agree it's nice of them to send a postage-paid envelope. I got the same service last night when my Vampire: Bloodlines was completely destroyed in the mail.

Although, this sort of service isn't exclusive to EB. Gamestop did this when I received a defective copy of Leisure Suit Larry: Uncut and Uncensored. As a matter of fact they just sent out an email where I could print off a postage-paid return FedEx label, and I could track the package back. That is better service, IMO. And that kind of made expect nothing less from EB.

Jeremy
 
Personally I've never had a problem with an order that I needed to contact CS about.

Though I did contact them about the gift vouchers a few months ago and they were prompt with an answer.

And I did receive damaged game boy games a few months ago (1 wouldn't load - 2 others would't save). But I just returned those in store - didn't contact EB's CS for that.

Maybe I'm lucky, but I've generally had good experiences with all my online orders. I've been billed incorrectly on 2 or 3 occasions (not from EB) but that was cleared up with an e-mail or phone call.

Only real problem I've had was a rude phone rep for bn.com on a book order where I was incorrectly billed shipping. It was cleared up, I just had to deal with a little rudeness.

Another semi-problem was a company billing my card and then e-mailing me the next day that the product was permanently out of stock, but I could use the charge towards another product or they would credit it back. (They should not have charged my card before shipping the product.) But this was a website for a smallish manufacturer, so I gave them the benefit of the doubt and they did credit my card.

Honestly I'm fairly easy to please. As long as a company ships me what I order or makes it right, I'm happy. In my experience, pretty much any reputable company will do this if you give them a chance.
 
[quote name='schultzed']Yes, my online experiences are completely the opposite of instore[/quote]

For fear of generalizing too much, my guess is that that is for two reasons. 1. Online reps don't have to talk face to face with parents all day while kids run around ripping strategy guides and touching everything in site. 2. Many of those calls can be recorded, so it's a lot easier to proof bad customer service and get someone canned if they bad mouth you on the phone. In store they can do all they want (not saying that they do, just they can) and it's your word versus theirs.
 
Yeah, I love EB's online CS. They have always been super helpful. But I still won't step foot in a B&M. GameStop's B&M is much better (at least the ones I've been to).
 
[quote name='icemanjmw13'][quote name='schultzed']Yes, my online experiences are completely the opposite of instore[/quote]

For fear of generalizing too much, my guess is that that is for two reasons. 1. Online reps don't have to talk face to face with parents all day while kids run around ripping strategy guides and touching everything in site. 2. Many of those calls can be recorded, so it's a lot easier to proof bad customer service and get someone canned if they bad mouth you on the phone. In store they can do all they want (not saying that they do, just they can) and it's your word versus theirs.[/quote]

No, in-store they are just mostly HS hosers or ex-HS hosers who think they know everything and that you don't matter.
 
I bought a $10 DC from EB a while back. When it arrived, it had no AV cable. I called up CS and the guy (sounded kinda green) said that I could ship the whole thing back and they'd send another one out (theoretically complete). I thought they should just ship me out the tiny cable and save us both money. Anyway, I got sick of dealing with it and just bought one for $5 at GameCrazy. It occurred to me that I could write EB CS and ask them to pay for it. I explained that they generally provide me with very good service ("as my extensive order history indicates" lol), but asking me to return the whole thing just wasn't adequate. They credited my VISA for $5 (explaining that they would have just shipped a cable and they employee I spoke to was incorrect) and that was they end of it.

I guess this started off as a negative experience. Still, I was really impressed how they compensated for their somewhat misguided new employee and took care of everything. I'm not sure how much my $500+ order history affected the situation, but I was pleased nonetheless. I still shop there (if only for GR fodder these days).
 
[quote name='enlightenedgamer']I guess this started off as a negative experience. Still, I was really impressed how they compensated for their somewhat misguided new employee and took care of everything. I'm not sure how much my $500+ order history affected the situation, but I was pleased nonetheless. I still shop there (if only for GR fodder these days).[/quote]

Most excellent CS experiences start out negative. If there weren't something wrong in the first place, there would be no reason to contact CS. When one calls in with a concern, it is their opportunity to shine or flounder.

Ebgames.com customer service is good, I don't remember too many personal experiences with them. Gamestop.com CS is slow, and my issue is currently pending, so I'll know soon how good they are -- I've called in 3 times on this issue, so if it is not resolved, I will be displeased, but they were always polite. BestBuy.com customer service is slow, and they generally seem to have as much or less information as the customer, and the language barrier (they are almost all in India) can be an obstacle.

I wanted to mention that I almost universally have positive experiences in ebgames B&M. There have been two exceptions, but for the most part, I have been quite happy with them, and I am often surprised at how much they are willing to do for a customer who clearly isn't about to drop a wad of money. The GS clerks (and I know this can vary by location) usually don't seem quite as friendly and helpful. In the my GSes, the clerks all seem to prefer talking to eachother than to try to help customers, but they are generally not rude about it.

I think that one's outlook has a lot to do with what kind of experiences one has at game stores. When I see someone post "Those bastards just tried to sell me an opened game as new!!!!", I always wonder why they can't just politely say "No thank you", and be done with it. Unless the clerk is extremely rude about it, being offered something and having the right to decline it does not qualify as a bad experience.
 
Exactly a year ago I bought Capcom Vs. Snk2 EO for XBox from EB, they sent me a game that had gotten wet (manual and insert were mega wrinkled!!) and had a scratchy disk, I called them to let them know what happened and I had to PAY for shipping to them, it then took them 3 weeks to get me another copy, this time the manual was creased and the disc was resurfaced... I gave up after that.

Yeah maybe they're good to you now but it wasn't always that way...
 
EBGames is pretty much the only online game retailer I use. Their prices for the retro stuff are among the best, their deliveries are prompt, and I've never had a problem with their service.
 
I had a problem with EB once where they charged me twice for an order. A big order. I ended up getting charged over $60 extra, sending me into an overdraft in my bank account. (I'm a high school student with a very small income...and thanks to CAG, there are always great deals to blow my money on. I've since started saving, though...)

My bank and EB were both very coperative.

Also, EB's CS does rock. I've had to call their a number of times in different instances, and they were usually very prompt and direct.

My only complaint about EB Games is how they double-charge you. They'll first put a "security withdrawl" or whatever...and then the charge for the item itself. At least for me, this shows up in my bank account. I never know if the "security withdrawl" or whatever is going to drop-off, so when I order from EB, I'm usually nervous as hell for a week.
 
When they had their 2 for $25 deal on Player's Choice games in 2003 on Black Friday, I ordered 2 copies of SSBM (gifts), they only sent me 1 (but billed me for both). I e-mailed them and told them they only sent me 1 copy. No questions asked, they sent me the 2nd copy.
 
Yeah they do have good service, I ordered Grind Session pre-owned from them and it was a Blockbuster owned disc that had a hard time working. They sent a stamped mailer pretty quickly and gave me a refund after they got the disc back.
 
I hate their website. They screwed me out of Lunar 2, ordered it, then they cancelled, then the next night they re-list it and actually ship it to someone else. My Sheep game that I ordered 2 months ago, hasn't shipped, my Valkyrie Profile that I ordered 1 and half months ago hasn't shipped. I ordered a couple copies of a game for christmas presents from them, and guess what, they haven't shipped.

Meanwhile EVERY SINGLE MEANINGLESS GAME that I ordered around christmas came FedEx 2 day. They must have some technology that knows what games I want and which I could care less about. Their prices for used games are second to none though, and they come complete for current gen. So I'm basically stuck to just ordering from them and hoping for the best.

EDIT: I'd like to say the above is online only, B&M the people working at the EBgames near me, are extremely nice and I've had nothing but good expierances there.
 
Yeah every single time i've had to deal with EB, the experience has been a positive one. Both in store and online. Can't complain what so ever. And of course the 75% off sale a while ago really sealed the deal for me. :D
 
[quote name='jimbodan']I hate their website. They screwed me out of Lunar 2, ordered it, then they cancelled, then the next night they re-list it and actually ship it to someone else. My Sheep game that I ordered 2 months ago, hasn't shipped, my Valkyrie Profile that I ordered 1 and half months ago hasn't shipped. I ordered a couple copies of a game for christmas presents from them, and guess what, they haven't shipped.

Meanwhile EVERY SINGLE MEANINGLESS GAME that I ordered around christmas came FedEx 2 day. They must have some technology that knows what games I want and which I could care less about. Their prices for used games are second to none though, and they come complete for current gen. So I'm basically stuck to just ordering from them and hoping for the best.
[/quote]

Or it could have something to do with the games you really want (Lunar) being hot games, where as the games you recieve second day are generic/crappy games (you yourself said meaningless.)
 
[quote name='icemanjmw13'][quote name='jimbodan']I hate their website. They screwed me out of Lunar 2, ordered it, then they cancelled, then the next night they re-list it and actually ship it to someone else. My Sheep game that I ordered 2 months ago, hasn't shipped, my Valkyrie Profile that I ordered 1 and half months ago hasn't shipped. I ordered a couple copies of a game for christmas presents from them, and guess what, they haven't shipped.

Meanwhile EVERY SINGLE MEANINGLESS GAME that I ordered around christmas came FedEx 2 day. They must have some technology that knows what games I want and which I could care less about. Their prices for used games are second to none though, and they come complete for current gen. So I'm basically stuck to just ordering from them and hoping for the best.
[/quote]

Or it could have something to do with the games you really want (Lunar) being hot games, where as the games you recieve second day are generic/crappy games (you yourself said meaningless.)[/quote]

If they list them in stock, and let me check out with them, then they should ship them. It's all a conspiracy against me.
 
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