Gamestop//Xbox 360 Purchase gone Awry

BlackTigers

Diamond Member
Jan 15, 2006
4,493
2
71
So yesterday, my brother's went to Gamestop to purchase a new Xbox 360 with their Christmas cash, as our old PS2 is wearing. They were out of new systems, so they figured that a used one would suffice. The salesman apparently offered them a new warranty for it, so my dad went for it and they grabbed a controller, and a game, and the console and left.

They bring it home, I hook it up. Power it on, and insert the game. Here came two problems; firstly the controller wouldn't sync. No big deal, plugged in the wired one and it functioned as expected. Started playing the new game, then BOOM. Red lights around the damn thing. Restart, works for a few more than red lights again.

We took it back to the store, and the guy obliged to trade out the console for another one, which happened to be the last one in stock. When we open the box, it had a funky faceplate and was missing the USP port cover, and it was scratched to all hell, but that was no big deal, we just want something that functioned. Plug it in and start to play, got the controller to sync, things were looking good. Then, holy fuck. Red lights. /wrists and tears.

So we take it back, and ask for ANOTHER exchange. Even ask when they'll be getting new Xbox's in, and we'll pay the difference. The guy said that that is not possible, you must exchange for the same item. Well, they don't have any more in stock, and we ask him what we should do. Refund/store credit, both denied because the 'warranty' did not allow for them (even when they can't live up to their part of the warranty?).

He then proceeds to tell us that it needs to be sent into MS (with weird faceplate and GameStop stickers on it) for a repair. For whatever reason, he told me that Microsoft would likely remove the GameStop warranty stickers, and if they did the warranty would be void at GameStop.

So, is there any action we can take against GameStop? As far as a formal complaint, etc? I hate to see my brothers here all dejected because they spent all their Christmas money on the damn console that didn't even work, and they have a new controller and game here that are worthless as well. =/

UPDATE:

Went into Gamespot, talked with the Manager. He was sympathetic for my horrible experiences, and gladly accepted a refund for all purchased equipment (console, game, controller) and even gave us a 10% off coupon for the next time we but anything in the store. Yay!
 

effee

Golden Member
Sep 4, 2004
1,797
0
0
I would go back and escalate the situation up, talk to the manager, or someone that can make a decision not to the sales guy, that tells you 'we cant do xxxx' everytime
 

buck

Lifer
Dec 11, 2000
12,273
4
81
What does the warranty say about this situation?

Doesnt make sense you cant return it since you bought it less than 30 days ago. You bought product that was supposed to work, it didnt. Now they say you are SOL even though you bought the warranty as well.
 

RKS

Diamond Member
Oct 9, 1999
6,824
3
81
When is Gamestop getting more units?
Can they gety them from another store or are they individual franchises?
What are the terms of the GS warranty if they can't get a replacement in reasonable time?
From my quick reading if you have a problem then they (GS) send it in for repair to MS then they (GS) get out of their warranty so that doesn't make sense.
Can you contact MS or GS management to see what other solutions may be viable?
 

Beev

Diamond Member
Apr 20, 2006
7,775
0
0
I used to work for EB, and in that situation, we would have gladly let you upgrade to a new one when we got them in. Just talk directly to the manager, and if that doesn't work, ask to talk to his district manager. He'll let you upgrade it so fast it's not funny :p

Word to the wise, pretty much never buy used hardware, ever.
 

BlackTigers

Diamond Member
Jan 15, 2006
4,493
2
71
Originally posted by: effee
I would go back and escalate the situation up, talk to the manager, or someone that can make a decision not to the sales guy, that tells you 'we cant do xxxx' everytime

Just called, manager will be in at 4. Gunan run back up and have a word.

Originally posted by: RKS
When is Gamestop getting more units?
Can they gety them from another store or are they individual franchises?
What are the terms of the GS warranty if they can't get a replacement in reasonable time?
From my quick reading if you have a problem then they (GS) send it in for repair to MS then they (GS) get out of their warranty so that doesn't make sense.
Can you contact MS or GS management to see what other solutions may be viable?

-Didn't say, Apparently the used units are only there when they get traded in.
-The sales idiot didn't know, but I'll try going to a different store pending the outcome of talk with Manager.
-That's what I don't understand. From what I can see, there is no mention of getting replacements over a period of time. Exploiting the gray area ftl. =/
-Correct. =/
 

RKS

Diamond Member
Oct 9, 1999
6,824
3
81
This is why even when I have cash I still use my AMEX. I realize OP's brothers may not have had the option but for me I like all of my purchases worry-free.

Could your brother have given the cash to your 'rents and have them use a CC with some type of consumer protection?
 

mugs

Lifer
Apr 29, 2003
48,924
45
91
It's too late for this, but I'd never buy a used 360 because of their high failure rate.

You can try to take it to another Gamestop/EB Games, I think they accept returns from other stores.

Or you could take it back to the same one, talk to the manager, tell him the Xbox is staying at his store whether he likes it or not, and if he doesn't give you back your money then your credit card company will. I hope you bought it with a credit card. :(
 

DrPizza

Administrator Elite Member Goat Whisperer
Mar 5, 2001
49,606
166
111
www.slatebrookfarm.com
For what it's worth, when we had the red ring of death, we sent it in to Microsoft for repair. Microsoft extended the original warranties to cover the red ring of death problem. However, I don't know if that warranty is transferable. We were very pleased with Microsoft, because rather than having us wait for the system to be repaired, they sent us a new system plus a few months of xbox live.
 

mugs

Lifer
Apr 29, 2003
48,924
45
91
Originally posted by: DrPizza
For what it's worth, when we had the red ring of death, we sent it in to Microsoft for repair. Microsoft extended the original warranties to cover the red ring of death problem. However, I don't know if that warranty is transferable. We were very pleased with Microsoft, because rather than having us wait for the system to be repaired, they sent us a new system plus a few months of xbox live.

The warranty is technically not transferrable, but apparently they have been pretty lenient about that due to the problems the system has been having. They have also been lenient about the warranty sticker being broken (which it most likely is on the OP's system).
 

tfinch2

Lifer
Feb 3, 2004
22,114
1
0
If you have the receipt can't you return used items within 7 days of purchase for a full refund, or is that just games?
 

Ns1

No Lifer
Jun 17, 2001
55,413
1,570
126
did you pay with a credit card? take it up with your CC company?

i'm aware you said "xmas cash" but I would hope your dad paid with a CC and took the monies...
 

LikeLinus

Lifer
Jul 25, 2001
11,518
670
126
Originally posted by: tfinch2
If you have the receipt can't you return used items within 7 days of purchase for a full refund, or is that just games?

Is your ADD really THAT bad? Try reading the actual full post.

"Refund/store credit, both denied because the 'warranty' did not allow for them (even when they can't live up to their part of the warranty?). "
 

vi edit

Elite Member
Super Moderator
Oct 28, 1999
62,387
8,154
126
You had two of them grenade in the last two days time?

Before going back, get the Gamestop corporate number and write it down. If you haven't already, demand to talk to manager and get a refund. If he blows you off pull out your cell phone in the store and let him know that you are dialing up corporate and explaining the situation and that you are planning on spending EVEN MORE money on a new system and that he is denying you.

See if that lights a fire under him.

There is no way I would accept another used product in this situation. Hell, given your experience I don't think I'd want another Xbox new or otherwise.
 

LikeLinus

Lifer
Jul 25, 2001
11,518
670
126
Originally posted by: vi_edit
You had two of them grenade in the last two days time?

Before going back, get the Gamestop corporate number and write it down. If you haven't already, demand to talk to manager and get a refund. If he blows you off pull out your cell phone in the store and let him know that you are dialing up corporate and explaining the situation and that you are planning on spending EVEN MORE money on a new system and that he is denying you.

See if that lights a fire under him.

There is no way I would accept another used product in this situation. Hell, given your experience I don't think I'd want another Xbox new or otherwise.

http://www.gamestop.com/gs/help/corp_info2.asp

http://www.gamestop.com/gs/help/returnpolicy.asp They show nothing about extended warranty.
 

tfinch2

Lifer
Feb 3, 2004
22,114
1
0
Originally posted by: LikeLinus
Originally posted by: tfinch2
If you have the receipt can't you return used items within 7 days of purchase for a full refund, or is that just games?

Is your ADD really THAT bad? Try reading the actual full post.

"Refund/store credit, both denied because the 'warranty' did not allow for them (even when they can't live up to their part of the warranty?). "

That part of the post is vague at best, and doesn't really answer my question. For example, I bought Marvel vs. Capcom 2, a fairly rare game, used awhile back. I took it home and it did not play well because it is scratched. Used games have a 30 day warranty for exchange for the same product. They did not have another copy of the game. According to the OP's situation I'd be shit outta luck.

Since I had my receipt and it was within their 7 day policy to return used items, I was able to get a full refund no problems. Now on to my original question. Does this policy only apply for games, or is it all used items?
 

mugs

Lifer
Apr 29, 2003
48,924
45
91
Originally posted by: tfinch2
Originally posted by: LikeLinus
Originally posted by: tfinch2
If you have the receipt can't you return used items within 7 days of purchase for a full refund, or is that just games?

Is your ADD really THAT bad? Try reading the actual full post.

"Refund/store credit, both denied because the 'warranty' did not allow for them (even when they can't live up to their part of the warranty?). "

That part of the post is vague at best, and doesn't really answer my question. For example, I bought Marvel vs. Capcom 2, a fairly rare game, used awhile back. I took it home and it did not play well because it is scratched. Used games have a 30 day warranty for exchange for the same product. They did not have another copy of the game. According to the OP's situation I'd be shit outta luck.

Since I had my receipt and it was within their 7 day policy to return used items, I was able to get a full refund no problems. Now on to my original question. Does this policy only apply for games, or is it all used items?

When I read that I thought the same thing you did. I'm wondering if the issue there is getting a refund on the warranty itself. I would think there wouldn't be a problem with returning the system itself.
 

Spineshank

Diamond Member
Jun 8, 2001
7,728
1
71
Yea my friend got an Elite for xmas but he had just bought one. Took it to Gamestop where it was bought and had the receipt and everything and they wouldnt refund him or give him credit. They would allow him to trade it in however for $170.
 

Beev

Diamond Member
Apr 20, 2006
7,775
0
0
Originally posted by: vi_edit
[...]that you are planning on spending EVEN MORE money on a new system and that he is denying you.[...]

That will mean nothing. They make tons more profit from selling used product than new. TONS.
 

vi edit

Elite Member
Super Moderator
Oct 28, 1999
62,387
8,154
126
Originally posted by: Beev
Originally posted by: vi_edit
[...]that you are planning on spending EVEN MORE money on a new system and that he is denying you.[...]

That will mean nothing. They make tons more profit from selling used product than new. TONS.

I know they most certainly make more selling a trade in with a 50% markup than they do a console that has 10% markup. But if the company has half an ounce of customer service they'll embrace the fact that his dollar is staying with them and on he is spending more out his own pocket than he did with the trade in.

 

Injury

Lifer
Jul 19, 2004
13,066
2
0
Originally posted by: LikeLinus
Originally posted by: tfinch2
If you have the receipt can't you return used items within 7 days of purchase for a full refund, or is that just games?

Is your ADD really THAT bad? Try reading the actual full post.

"Refund/store credit, both denied because the 'warranty' did not allow for them (even when they can't live up to their part of the warranty?). "

Warranty != return policy.
 

DangerAardvark

Diamond Member
Oct 22, 2004
7,581
0
0
C'mon, Gamestop employees don't have time to test each system that gets traded in, what with their busy schedule of discussing WOW and listlessly staring.
 
Oct 19, 2000
17,861
4
81
Wow, that particular store is trying to screw you over. I worked at a local Gamestop for 3 months over the summer, quiting at the end of September (3 months ago, so it was recent). I can tell you right away that you have every right to ask for your money back on the second one, extended warranty and all, and take your business elsewhere. If the manager doesn't see it your way, ask to talk to the district manager. I will guarantee you that they have absolutely no company policy in place to restrict you from returning a second defective unit. PUSH the issue, don't lay down for them. They sold you two defective products that they do not bother to test before taking your money. Get your money back and shop elsewhere.

For another question that was asked earlier, no Gamestop stores are franchises, they are all owned by the company. Same policies apply to every store throughough the country.

For everyone else, NEVER EVER EVER buy used consoles from Gamestop. When I first started working there, I was amazed at how we handled used equipment. As an employee, we basically hook it up for a total of 30 seconds to make sure it turns on and boots to a game, and we're satisfied. Couple that with poorly paid employees who don't give a crap and a highly defective system such as the 360, and you are just asking for trouble. Hell, we don't even clean the things before boxing them up. I saw a few Gamecubes that were filled with crumbs and other nasty crap in the disc tray that weren't cleaned, just shrink wrapped and shoved into a box, then put on the pile waiting to be plucked off when a customer wanted one. As far as I know, this is standard procedure at all Gamestops, not just the one I worked at.

The sole exemption, IMO, when buying used consoles from Gamestop, is if you ask for a refurbished one. This means that the unit has been sent back to the coporate hq and has been thoroughly tested and cleaned (to what extent I'm not sure, but these units ALWAYS looked much better, and I never remember having one returned). These are then shipped back to stores and are sold at the same price as regular used units. Note that all PS3s are sent back because of the possibility of porn being downloaded, so they send them back to clean off the hard drive and restore everything.
 

BlackTigers

Diamond Member
Jan 15, 2006
4,493
2
71
Thanks for all the help guys. I'll run up later and push the issue a little bit more ,hopefully that fat, burrito eating kid isn't behind the counter this time and I'll get to talk with the manager. I'll make sure to have the corporate number and my phone handy in case the manager decides to be a dick about it.

And no, I'll avoid used consoles from now on. I don't even think that they'll want another XB360 after this. =/

 

altonb1

Diamond Member
Feb 5, 2002
6,433
0
71
Originally posted by: DangerAardvark
C'mon, Gamestop employees don't have time to test each system that gets traded in, what with their busy schedule of discussing WOW and listlessly staring.

QFT!