EB return policy sucks?

danny-o

danny-o

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I know they used to be alot more easy going when it came to returns. I returned Mario Party 5 and told them I just didnt like it and I got Godzilla instead (not much better, but at least I enjoyed it a bit). Last year I bought a pre-owned PS2 from them and returned it saying it clicked and made sounds, then I got a refurbished system at no extra cost and returned that too. They gave me a new ps2 for the price of a preowned one.
 
I'm very suprised they let you get away with the PS2 thing.. but EB has always been very decent on returns with me. Methinks the majority of problems people have are the attitude they themselves present.
 
I believe they changed their return policy as people were abusing it, treating it like a rental store, buying a game, play it, beat it, return it and get a new one. A few retards (no offense to mentally challanged) ruined it for others with legitimate returns.
 
Yeah. I went in with a copy of Disgaea bought somewhere else and they gave me full credit for it. I think as long as you aren't 15 and an asshole they will treat you fine.
 
The return policy was changed because of the abusers. But they also have a policy called "Say yes to the customer" It contradicts everything in that you can do everything except if it is illiegal or can get you fired. If you were a good customer and nice we would help out but if you walk up with a huge attitude then we would state policy. I had a guy return a broken PS2 that didn't even match the serial number on his receipt. We knew it was his friends so I refused to exchange it. District manager told me to do it. She said that if any problems get to her then she would just say yes. Morale of the story, just demand to talk to the district manager.
 
I bought a USB controller form them for 14 bucks, the controller wouldnt work on my computer for some reason. It wouldn't recognize it at all.

I came back to them witht he receipt told them about the fact that I'd tried to get an aswer from the company but heard nothing back and I couldn't find any information on how to fix the problem so I wanted to return it and get my money back.

They refused. not only did they refuse to give my money back on a product I couldnt use but they said all I could do was exchange it for THE SAME DAMN ITEM, why would a want another of something that didnt work the first time?! Eventualy the manager said he could let me exchange it but only for another CONTROL DEVICE, I couldnt even shift the credit over to buy one of their incredible over priced games! I ened up exchanging it for a MOUSE because that's the only control device they had in the store for 14 bucks.

fuck you EB.
 
The EB stores I go to only have a 15 day warranty on their new games. 15 days, that fucking sucks.

I bought a brand new copy of Ninja Gaiden from them that simply wouldn't not load after a certain point in the game. They wouldn't let me return it as I was past the due date (3 days later). They were quick to tell me that if I buy it used that I'd have a lifetime warranty on it (somehow, I don't think that is going to last long).
 
[quote name='Strider Turbulence']The EB stores I go to only have a 15 day warranty on their new games. 15 days, that shaq-fuing sucks.

I bought a brand new copy of Ninja Gaiden from them that simply wouldn't not load after a certain point in the game. They wouldn't let me return it as I was past the due date (3 days later). They were quick to tell me that if I buy it used that I'd have a lifetime warranty on it (somehow, I don't think that is going to last long).[/quote]

Lifetime warranty on a used item? I detect smoke being blown up someone's rear end. That would be a financial nightmare.

I seem to recall someone saying another company did that...
 
The lifetime warranty has to be BS. There is no way they are going to let me return a game I bought 3 years ago and now it doesn't work. No WAY.
 
A warranty only applies to defects in the manufacturing (i.e. the software or a physical defect in the disc). Scratches, abuse, wearing down, etc arent' covered by the warranty.
 
nope, the lifetime warranty on preowned games is legit. as long as you hold onto the receipt you can swap the disc out and if they don't have the game in stock, you can get the current preowned price for the game for an exchange
 
14 days on a return isnt bad at all. If you cant determine in 2 weeks if a game works or not, you probably shouldnt be buying games anyways. Most retail stores return policy states opened items are to be exchanged for the same item only. This may differ in pratical application from store to store, but I know for a fact that Target's recipts state that opened DVD's, CD's and games are return for same item if opened. If your going to wail on one store for the return policy, you really should be wailing at most retailers. This isnt a unique return policy to EB.
 
No way is there a lifetime guarantee on a used game, or even a new game for that matter. 14 days only, it says so on every recipt ive ever gotten from EB. If someone told you you had a lifetime guarantee, they blew some serious smoke up your ass. No way is ANY store going to take a game back after more than a month or two at the most.
 
i work at an eb and that's what all my bosses have told me (managers, district managers, regional managers), so i believe it.
 
they said (paraphrasing) "all preowned games come with lifetime guarantees as long as the customer holds onto the receipt. this covers everything but loss and theft. replace the game with the same game if it is in stock. if not, give them the current preowned price for an exchange"

and this is the point you say that i'm just lying to make eb not seem like the monster they are made out to be, and while i agree that they have done shitty things, this is one of the halfway-decent things they have done.
 
[quote name='Aryss']The return policy was changed because of the abusers. But they also have a policy called "Say yes to the customer" It contradicts everything in that you can do everything except if it is illiegal or can get you fired. If you were a good customer and nice we would help out but if you walk up with a huge attitude then we would state policy. I had a guy return a broken PS2 that didn't even match the serial number on his receipt. We knew it was his friends so I refused to exchange it. District manager told me to do it. She said that if any problems get to her then she would just say yes. Morale of the story, just demand to talk to the district manager.[/quote]

Interesting..... Say yes to the customer....
 
What part of the country are you in? I've been dealing with EB for going on 10 years now, both in store and the web, and I've never heard anything like this. Sounds like you have some rogue management in your area. That goes straight against their own return policy of 14 days.
Don't see how they can justify a return after about 1-2 months at the most.
 
They were quick to tell me that if I buy it used that I'd have a lifetime warranty on it
Click to expand...

I work at EB and we have no policy like that. Your DM has decided to do things different in his district. Preown exchanges are on a case by case decision after 14 days.
 
Thats what im thinking also. Sounds like they have gone WAY outside EB's return policy to try and avoid any conflict.
 
i live in MA. i have friends who have worked in eb's in CT and NJ and they have been told the same. i assume it's chainwide due to the fact that we've been told this since mid 2002 and our home office in PA gets a copy of all transactions sent to them nightly and if this was a rogue thing, they would have put a stop to it by now.
 
I have never heard of that policy when I was a manager at EB. Lifetime warrenty was never mentioned in anything I read. The did change their ESA agreements to one time use which sucks on hardware. I know some stores are now offering a warrenty on game discs. I think TRU is one.
 
All right gang, here's a fun activity for you all to participate in.

Go grab a phone book and look up the phone number of your local EB. Call them up and ask if they have a lifetime warranty on all pre-played games provided you keep the reciept. Wipe the egg off of your face.

I work at store 325 as the SSA, this is located at the Westfarms Shopping Town in Northern, Connecticut. It is store policy (which I would imagine means chainwide) to swap out a defective pre-played game for the same pre-played game as long as the customer has the reciept. It's called a Lifetime Warranty. And yes, it does exist.

~Michael
 
Well, one thing I can guarantee, is that its not chainwide. In TN, there is no such policy nor is there any such policy anywhere in the southern US that Ive been into(Atlanta, Florida stores) Again, sounds like management in that area has decided to do their own thing. Which is good for the customers in that area but, surely isnt a company wide policy.

P.S. No egg on my face since I know what im talking about!
 
Where have you gone, EB returns? I remember way back in the day they gave me a full cash refund because I couldn't get NHL 95 to work my computer (freaking MS-DOS memory bs). Can you imagine the laughs someone would get if they tried that today?
 
[quote name='ukhoops']14 days on a return isnt bad at all. If you cant determine in 2 weeks if a game works or not, you probably shouldnt be buying games anyways. Most retail stores return policy states opened items are to be exchanged for the same item only. This may differ in pratical application from store to store, but I know for a fact that Target's recipts state that opened DVD's, CD's and games are return for same item if opened. If your going to wail on one store for the return policy, you really should be wailing at most retailers. This isnt a unique return policy to EB.[/quote]

I'd respond with some nasty comments to that, but I'm in a good mood.
When I had Ninja Gaiden, I finished the game on normal (about a week and a half) and played it again on Hard and to get the 3 original Ninja Gaiden games. For some reason, the game simply would not load Chapter 11 while playing on hard. At all.



I borrowed a friend's copy and it worked so I know it's not just my XBOX. After I went through all that I tried to get another copy of the game, but an exchange/return was no longer valid.
 
[quote name='ukhoops'] No way is ANY store going to take a game back after more than a month or two at the most.[/quote]

I dunno if this is nationwide or not but the Gamestop stores I go up here in MA have a 90 day warranty on used games.
 
I don't know what your talking about. I've been working at an EB for about 2 years and we have had a lifetime warranty on all our pre-owned games and accessories since the first day I started there. It's not on the back of the receipt but it's on pretty much all our marketing that we have in the stores.

A couple weeks ago I had a guy return an old Dreamcast game that he bought about 1 year ago because it was no longer working. He had a receipt, so I exchanged it. No problems there.
 
[quote name='ukhoops']even at 90 days, thats a lot short of "Lifetime". That is unless my math has gotten really, really bad.[/quote]

Gamestop: 90 day warranty on used games

EBgames: Lifetime warranty
 
I did some checking. I spoke to several people at EB including the new manager at my store and no one has heard of a lifetime warrenty at EB. I am not calling anyone a liar but is not in every store. I checked at three EB's today just for fun. I knew I never heard of it and I know another manager that has been there longer than me and he never heard of it and he worked in several stores in the area.
 
Thats what im saying, whatever policy exhists up in the North East does not fly anywhere else. Its definatley not a company policy. Hell, maybe I need someone up there to call the EB's down here and see about the "lifetime" return policy.
 
[quote name='Tromack']Yeah. I went in with a copy of Disgaea bought somewhere else and they gave me full credit for it. I think as long as you aren't 15 and an asshole they will treat you fine.[/quote]

holy, what a cheater~ shameful you~ the EB is kinda stupid too as they should ask for the receipt before doing anything~ oh well~
 
The return policy on pre played games is as follows,

If the game ever stops working for any reason during the time you own it before you trade it back in, you can exchange it for a working copy as long as you have your receipt.

Pre played accessories have a 14 day return policy. If it is defective you can exchange it for a similar working accessory.

New games, systems, accessories have a 14 day return policy on them. If they are defective then you can swap them out for a similar item. If you decide you don't like it, then that is between you and the store manager.

I have had regular customers come in with a game they thought they would like a day or two after they bought it and I exchanged it for another game. I have also had customers with attitudes come in and demand I return the game for another one because I didn't tell them that it was a bad game. Well, guess what? Ask! Justa sk someone or read about it on the internet or ask someone here.If it seems like you really didn't like it most managers will help you out, just be cool ablut it and not a tool.

The liftime return policy is a company wide policy. That goes for teh US and Canada.

I challenge you to call your local EB and ask them about the policy. If they state they do not have one, ask for the number to the distrct manager. I am sure they will change their mind fast at that point.

Eb gives the managers alot of flexibility with the policies in the store. Ultimately any good manager will do what it takes to keep you as a customer and keep you happy.
 
Ok look, this IS NOT a company wide policy. No recipt ever obtained from an EB anywhere near my home states anything about this. It clearly states "14 Days" in several places. Yes the managers do have latitude to take care of issues, but at least down here in the southeast, not that much latitude. Been shopping with EB for 8-9 years now and know many of the employees very well, none of them, including several STORE managers know anything about this.
As stated before, it seems to be a regional policy. I assure you all CAGers that this isnt a company wide policy contrary to what some people here would have you believe.
 
If the store manager does not honor this policy they are wrong.

It IS a company wide policy. If you buy a game from me while you are on vacation in NH, and it stops working 2 or 3 months later, and you live ANYWHERE else you CAN exchange it.

Arguing aout this is pointless. If you do not demand this policy at your local EB than you are just hurting yourself.

Again, I challenge you to call the DM for your area and ask him/her about it.
 
I have spoken to a DM before. He knows nothing of this "lifetime" return policy. I'm not going to demand a return on anything in a store that they dont have a posted policy for. 14 days is plenty of time to get a game and make sure it is in good working order.
 
They do not print the lifetime warranty on the receipt. I didn't konw about it until the guy that work there told me about it. He told me I could get a lifetime warranty if I buy a used game. I mean it is not big of a deal as game go cheaper and cheaper. A 50 dollars game today can be a 4.99 game next year. If you come in with a defective game, they'll give you a used one or give you the current price on the game.
 
took me a month to return a defective copy of Street Fighter Alpha 3. Both customer service and the store I bought it at said I should be able to return it.

I refuse to shop at either EB in Wilmington and my money has pretty much started to go to Gamestop(since the people are nicer and they have better deals on games, exp. rarer titles)
 
Anyone know how much credit they'll give me if I bring a new game in at 49.99? A friend gave it to me, but I don't really like it.
 
It IS a company wide policy. If you buy a game from me while you are on vacation in NH, and it stops working 2 or 3 months later, and you live ANYWHERE else you CAN exchange it.
Click to expand...

the DM in your area is going against the policy. notice how this magic lifetime warranty stuff is happening in the northeast. I work at EB in Tallahasse, Florida. EB's policy is 14 day defective exchange. Ebgames.com orders have a 30 day defective exchange from ship date. The only exception is on a case by case basis.

The only company I know of that have lifetime warranties is Rhino.
 
I work for GS in VA, and I know that the EB stores here say they have a LIFETIME warranty on games. If it ever fails, bring it back WITH YOUR RECEIPT. They will give you another copy if they have it in stock, or will find one. It does not say that on the receipt, yet neither does the GS receipt tell you you have 90 days. Just for fun, call their corporate customer service number tomorrow. I have done so before to verify this when I first heard about it.

Maybe it is just one of those policies that people seem to look past. I dont understand why people think that EB would lose money doing this. If they exchange out the disc for another, they will just try to resell the disc to another customer. If it comes back defective, I am sure they have a refurb place like GS has that can repair the disc, and they can try to resell it again.
 
I guess I just dont understand why stores would go by a policy thats not endorsed by their own corporate office. If it was a company policy at either Gamestop or EB, it would be posted somewhere in the stores or on the website.
I'll be calling the EB and Gamestop customer service #'s tomorrow and see what they tell me. I'll report back tomorrow night.
 
Spoke to regional director for EB today, in my area the SouthEast, and he said he had never heard of the "lifetime"return policy before. He stated that he had been with the company for 10+ years. That right there should speak volumes to you people. You are just lucky enough to have some rogue DM/RD doing whatever they want to in your area.
EB Customer service also stated that the return policy is as stated on their sales recipts (14 days in store) and is 30 days from the website. THey also knew nothing about a "Lifetime" return policy and the lady on the customer service line actually sounded very surprised when I told her I had heard of that practice happening.
Needless to say, looks like a regional policy and not company.
 
[quote name='ukhoops']Spoke to regional director for EB today, in my area the SouthEast, and he said he had never heard of the "lifetime"return policy before. He stated that he had been with the company for 10+ years. That right there should speak volumes to you people. You are just lucky enough to have some rogue DM/RD doing whatever they want to in your area.
EB Customer service also stated that the return policy is as stated on their sales recipts (14 days in store) and is 30 days from the website. THey also knew nothing about a "Lifetime" return policy and the lady on the customer service line actually sounded very surprised when I told her I had heard of that practice happening.
Needless to say, looks like a regional policy and not company.[/quote]

Hmmm. I asked specifically about the warranty on used games. Lifetime. A return policy is much different than the warranty. I cant return a game in 10 months, but I could get another if it were to fail. Now this could be a YMMV type thing. I have known of companies to try different strategies in different regions to then compare the results in each region. We do the same thing. Sometimes a sale only runs in one region and not another. They could just be testing this out right now in the northeast.

P.S. I dont care how long a RD has been with a company, they are human too, and sometimes they dont get the memo.
 
I would think someone who had been there for 10 years would not only get the memo, but made sure they knew the policies. Return or warranty...ultimatley its the same damn thing. Your bringing it back to the store for another product. It may be the same thing or it may be a different one, doesnt really matter. Safe to say, this one in YMMV. Unless you live in the NorthEast area of the country, you may have a hell of a drive to get your "lifetime warranty/guarantee"!!
 
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