TRU CS Chat about missing manual from new game

L

lemonydill

CAGiversary!
This was after I picked up a sealed BRAND NEW $10 ICO/ Shadow of the Colossus HD Collection for PS3 from Toys R Us. The game was OOS online and local inventory check because of the low price point by the time I did this chat.

Thank you for shopping with Toys "R" Us! Please wait for an agent to respond. Your approximate wait time is 2 second(s).

You are being connected to an agent.
Session ID: xxxxxxxx
Maria M.: Hi <my name>- thanks for chatting with the 'R Us Family! My name is Maria M.. I’m your ‘R Us Web Specialist. How can I help you today?
ME: Hi Maria, I had an issue with an order I picked up from the store yesterday.
Maria M.: Hi <my name>! I am really sorry to hear that you are having problems with your order. I will be more than glad to check on it for you.
Maria M.: For validation purposes. May I have your full name, phone number and e-mail address used to place the order, please?
ME: xxxxx
Maria M.: Thank you for the information! I have the order pulled out.
Maria M.: How can I help you with it?
ME: Okay, so the videogame was sealed yet when I opened it today, it was missing the Instruction Manual.
ME: It's really odd, I thought it might not have come with one but there's space made for it, and I checked listings on ebay and youtube and it should have one.
ME: For example, this ebay listing for a USED: http://www.ebay.com/itm/The-Ico-Shadow-of-the-Colossus-Collection-Sony-Playstation-3-2011-/391383287083?hash=item5b2043052b:g:~c0AAOSwoydWlCEs
ME: Maybe I got a used copy that was resealed?
Maria M.: I am really sorry to hear that the instruction manual was not included. Let me check what we can do.
ME: Yeah, I'm kind of OCD about having a complete package and this is something that I'll pass on to my kids so it's going into my gaming collection.
ME: And I paid for a NEW item.
Maria M.: I can understand. We do apologize for this inconvenience. What I can do is submit a request to have a manual e-mailed to you.
ME: Mailed or emailed?
Maria M.: So sorry for the delay, I'll be back in just a moment.
Maria M.: If we have it on file it will be e-mailed to you in 24-48 hours. If we need to request it from the manufacturer it can take up to 3 weeks to send it via mail.
ME: Email just won't be the same, I would really prefer a physical copy as it was intended if possible.
Maria M.: We can either send it via e-mail or mail, <my name>. The time frames I did mention above is what is going to take.
ME: I'll take mail.
ME: Or I can exchange the whole game through mail.
Maria M.: It can be any of the options. If we have it on file it will be sent via e-mail. IF not via mail in up to 3 weeks.
ME: I don't want the email option.
ME: I can't print it like it is when mass produced.
Maria M.: If is not an option that we can choose from <my name>. It can be either or. I apologize!
ME: I'm sorry but that's ridiculous. The product is not complete as I bought it and was advertised. It's missing a component.
Maria M.: I am sorry those are the options we have available. If you wish you can take it to the store to see if we can exchange it. However, this will be up to the store discretion. You will need to present a Valid ID and the original receipt.
ME: Please check if what I was sold was Pre-Owned or New.
Maria M.: We don't sell pre-owned items. Only brand new items. Also, we don't have a way of knowing that.
ME: You clearly don't know what you're talking about. Your website lists Pre-Owned videogames. http://www.toysrus.com/search/index.jsp?kwCatId=&kw=pre-owned&keywords=pre-owned&origkw=pre-owned&sr=1

At this point, she immediately disconnected like a ragequit and I wrote the following paragraph in a follow up survey email about the CS but got no response as this was 20 days ago.

The CSR closed the chat instead of helping me resolve the issue, very unprofessional and unhelpful. You can read the chat for yourself, I was only blunt towards the end despite her talking down for a while before. She said TRU doesn't sell Pre-Owned items, I provided a link for your own site that lists such items and she obviously got mad and left.

I went out of my way to explain the situation over and over again, and it pretty much fell on deaf ears. If mail wasn't an option, I should've been provided with further help like an option to do an even exchange through mail, and then the last option to do it in-store. I don't know if the store has this in stock anymore as it's gone from the website and I was going to ask that next before she disconnected, after I inquired about the Pre-Owned or New condition of the item itself because maybe you had more info on your end.
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Label this a rant or a 1st world problem or whatever bullshit meme you want but it's the truth. A customer shouldn't have to fight and deal with this level of service to get what they paid for and TRU didn't get back to me in any way to even attempt to make it right.

Anybody else have issues with Toys R Us reflective of such behavior? Or am I oblivious in some way to where I was wrong? Has customer service really gotten this bad with more and more people just acting like assholes? It's like anonymous online behavior is transferring into serious interactions and professionalism is a dying art.

 
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pitfallharry219 said:
I like how you felt the need to edit out your name for privacy, but you didn't care about doing the same for her.
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Thanks for stopping by and avoiding the topic completely to sympathize with Maria M., a real specific and relevant name in the sea of online forums and countless CS reps across the world. A horrible rep with a common spanish name. My name would be tied to my CAG account, common sense dictates I edit it out. Screw this rep, TRU and you with your anti-gamer rhetoric.

 
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lemonydill said:
Thanks for stopping by and avoiding the topic completely to sympathize with Maria M., a real specific and relevant name in the sea of online forums and countless CS reps across the world. A horrible rep with a common spanish name. My name would be tied to my CAG account, common sense dictates I edit it out. Screw this rep, TRU and you with your anti-gamer rhetoric.
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Yeah screw you pitfall!

I hope he gets her fired and $20 in Amazon credit.

 
Kid wont sleep and im awake at 330am.

Reading this kept me from going insane, great thread, a++++++ would read again.

 
I got one of them emailed manuals she's talking about... you telling me my collection is no good now???

How am I supposed to look my kid in the eye when I give him that bush league shit?

 
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I will say this: toys r us stores are some of my least favorite places to go.  they're generally dirty with kind of creepy employees.  the aisles are claustrophobic and cluttered with really bizarre organization choices.  it's seriously like going to an indoor fish market but instead of fish they sell barbies.

 
And can we just take a second to talk about how Gamestop opens games and puts empty cases on the shelf? I mean how am I supposed to make money stealing empty cases once they've been opened. They're not NEW anymore!

 
anotherpoorgamer said:
What other PS3 games did this?
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I suspect Killzone Trilogy was because, when I redeemed the code for the multiplayer maps for 2 and 3 on the one I purchased about a month ago, it also gave me a digital copy of Killzone HD. I thought this was odd, because that game is also on the first disc. When I googled it, I didn't find anyone else say this happened to them. There was also an issue with some of the DLC codes when the game was released giving people the GOW Origins content instead from the GOW Collection. The original print's DLC expired in Oct 2013 and people also complained about that. Mine had an expiration date of Oct 2016.

But, presumably, most of the time, Sony slaps the Greatest Hits tag on the reprints. Whether or not they might have reprinted a game before that happens is possible.

 
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