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[shpankey]

Get this... after getting screwed over by GameFly for them sending me the wrong game (yup you heard right), I called (waited for 40 minutes too) and tried to get them to work out their mistake. I offered an easy solution; for them to send me the right game and me to send back their (wrong) game... only to be told that "our system doesn't allow that sir" in a rude tone and that I would just have to accept their mistake and there was nothing that could be done about it. They offered no other alternative or compensation. Just that was it. I got a somewhat snotty "I'm sorry but" apology, but nothing else.

So I asked for the supervisor, who I had to wait for another 30 minutes (and probably wasn't even a real supervisor). I kindly explained to her their mistake again, which she acknowledged and I asked if she could go ahead and send me the right game now and I would send their wrong game back, saving me a bunch of time. She said no and that I'd just have to send the wrong game back and wait till they sent me the right one this time (hopefully). She gave no apology nor did she try to compensate me anything for my loss on their mistake.

To be honest, I probably wouldn't mind so much if the service didn't (literally) take 12 days for a turnaround; and in this case, it would be over 20 days to get the right game. Sadly, they only have one distribution center and if you don't live near the west coast, your screwed. Guh.

Here's where it gets really shitty... so I say, fine, whatever, and being nice about it I politely said I want to cancel my service as I find having a 20+ day mistake on their part to be unacceptable. Only to be told I can't cancel! :lol So I ask why and she says: "Because you just paid for your next month. I said I know, that's fine... I am willing to keep the games I have for this month and send them back when this month is done and my time is up; and that I just don't want to pay next month. I want to cancel for May, right now. She said, if you cancel now, even though you already paid for it, you have to send the games back right now, even though you paid for it. She said: "You will have to call and cancel only on either April 30th or 31st, then ship the games back. If you don't we will charge you again.

It was hard to wrap my head around this, so I, in disbelief asked her again to explain it to make sure I heard that correctly. :lol And then I asked her, so you're saying that if I cancel now, I can't get what I already paid for? "Yes sir that's correct.". Wow, just wow I said laughing. :lol

Anyhow, be warned... these people run a fucked up business. :lol

 

[gruntt]

I like gamefly. Its better to email gamefly. They respond to me pretty quick.

 

[shpankey]

I used to like them too, them bastards. :lol

 

[DarienA]

I like gamefly. Its better to email gamefly. They respond to me pretty quick.

Yup I've never had an OUNCE of problem communicating with them(I use the 3 game rental plan), a bit back three games never showed up for awhile... finally one showed up in a damaged envelope in a USPS we're sorry this is damaged bag.. I took pictures of it all, email customer service with the picture as attachments, next day I got an email stating they were sorry they'll do an investigation and replace the two missing games... 2 days letter my shipping queue was updated to show the games were being resent and I got them in the normal timetable. Whenever I've had issues I've emailed them and they've always responded quickly.

 

[LakeEarth]

Call the BBB on their ass!

 

[CO_Andy]

You should of explicated your strong anger by cursing at them.

 

[shpankey]

:lol

 

[VALIS]

This is a good place to ask... do you have to be a GameFly subscriber to buy their used games? If not, I can't figure out how to do it. I registered using my email, confirmed it, but still see no option to buy games. And a followup question, are their used games in decent condition or the typical scratched-and-stickered-to-hell ex-rental copies? Thanks.

 

[Teddman]

I'm toying with the idea of a GameFly subscription next generation. Since they're based right here in L.A., turnaround times would probably be fantastic.

 

[shpankey]

This is a good place to ask... do you have to be a GameFly subscriber to buy their used games? If not, I can't figure out how to do it. I registered using my email, confirmed it, but still see no option to buy games. And a followup question, are their used games in decent condition or the typical scratched-and-stickered-to-hell ex-rental copies? Thanks.

Their games are in good shape. No sticker. But I don't think you get a box or the manual though (someone correct me if I'm wrong as I haven't bought a game there). I gather this from renting, which their games come in a small special envelope with a protective cardboard insert.

I believe that you don't get the box or manual because as a renter you have an option to just "Keep it" as they say, and I know the games don't come with the box or manual, so I doubt they mail that to you if you "keep it".

They do have a webpage that shows the key mappings, but that's about it.

 

[RunWhiteBoyRun]

All the used games you buy from them do come with boxes and manuals

 

[The End]

1) If you "Keep it", they ship you the box and manual for a "nominal charge".

2) turnaround has been 4-5 days total for me so far.

 

[Mr_Furious]

I don't understand all the fuss your causing. If you are already at your limit on how many games you have checked out, they shouldn't send you another game until you return one, regardless if they're at fault. There's a limit and it's as simple as that. Mistakes happen but instead of taking it in stride you call to cause a stink asking for them to send you another game while you still have the wrong game in your possession. You need to look at it from their perspective. On tope of that while you have a game checked out you want to cancel the service? They're right in not allowing you to cancel service with them until they have all their property returned. It's simple logic and I don't understand your lack of it regarding your minor dilemma.

 

[Drensch]

they shouldn't send you another game until you return one, regardless if they're at fault.

Bullshit. They fucked up, therefore they fix it. The customer isn't responsible for their fuckups.

 

[Mr_Furious]

Bullshit. They fucked up, therefore they fix it. The customer isn't responsible for their fuckups.

Why don't you read my WHOLE point and that's IF he's reached his limit allowed. If he has 3 games checked out and that's his max, having them send him a "correction" to their mistake would equal 4 games he has checked out. That's not their policy, PERIOD. Now do you get it?

 

[Memles]

-1000 for not telling us what games they were...I can't gauge how big a mistake it was if I don't know how bad the wrong game was.

 

[MrDaravon]

Wow, that sucks. I've had nothing but great experiences with Gamefly. It's usually only two days to get a game once it ships, and Keep It prices are usually pretty good. The only problem I ever had was when I didn't get any tokens for referring a friend, but I sent them an email and they got it fixed for me, with a quick email response.

 

[DarienA]

Bullshit. They fucked up, therefore they fix it. The customer isn't responsible for their fuckups.

But their system isn't setup to show/track that he has out more games than his current limit. I'm not sure why this is such a big deal... email them tell you got the wrong title and you are immediately returning it... you'll get an email back from them in at the most a day apologizing for the mistake and when they get the title back they'll ship the correct one.

Problem solved.

 

[VALIS]

I've never used GameFly, but the policy of NetFlix has always been to send you the correct DVD before they get your wrongly shipped DVD back. Same with DVD's that are too scratched to play. Whether or not you're at your max of DVD's out at once. It's happened to me half a dozen times.

They made the mistake, it's their obligation to correct it, not to chew up your membership time and money to correct it. And it's not like they aren't protected if someone is trying to pull a fast one on them, they have your credit card and home address.

Also, how is it not bullshit that someone PRE-PAYS for an entire month of service, but if they cancel three days into the month then the rest of the month is void? That's ridiculous. GameFly should demand they get all games back by the end of the month or another month is instantly paid for via the credit card on your account. Otherwise, they're taking away something you already paid for. He had every right to complain. Not to expect a change since it was probably clearly stated that "this is the deal," but at least complaining is good to let 'em know that policy sucks dick.

 

[ZombieSupaStar]

Their games are in good shape. No sticker. But I don't think you get a box or the manual though (someone correct me if I'm wrong as I haven't bought a game there). I gather this from renting, which their games come in a small special envelope with a protective cardboard insert.

I believe that you don't get the box or manual because as a renter you have an option to just "Keep it" as they say, and I know the games don't come with the box or manual, so I doubt they mail that to you if you "keep it".

They do have a webpage that shows the key mappings, but that's about it.

from the gamefly website

Do you send instructions with the games?

We do not send instructions with game rentals. We do post the game controls on our website. While these are not the full instructions they will get you started quickly. Just visit the game's detail page for the basics, or click on the instructions link in your shipping confirmation e-mail.

If you currently have the game checked out, then a link to that game's instructions is also conveniently available on Your GameQ page. Keep in mind that games and instructions are being added all the time.

If you purchase a pre-played game from us, you will receive the game's manual along with the original game's packaging.

If you have more questions, check our Complete Help/FAQ or send us an e-mail.

http://www.gamefly.com/help/basics.asp?sec=7


seems like itd be a pretty good deal on used stuff

 

[Slo]

Why don't you read my WHOLE point and that's IF he's reached his limit allowed. If he has 3 games checked out and that's his max, having them send him a "correction" to their mistake would equal 4 games he has checked out. That's not their policy, PERIOD. Now do you get it?

Nope. That's not how customer service is supposed to work. When you screw your customer over, especially if you cost them money (like in this case), you need to right your wrongs. They should have either a) made an exception for him and sent him the 4th game or b) give him an extra week of free service since they've effectively stolen a week from him.

 

[shpankey]

Actually, it will work out to about 10-12 days. Btw I have the 2 game plan, not the three. And Valis nailed the point in his post dead on. And Slo is right, if they would of compensated me my lost time due to their mistake, that woulda been the right thing to do. Why should I pay for their mistakes? Anyhow, it's not that big of a deal. They just suck.

 

[acidviper]

If they send you another one, why would you return the first one?

Its called they are not stupid and you are acting like a 5-year old.

If you don't live near the distribution center just pay for or pirate games like everyone else.

Who wants to play games that other people jizz on anyways?

GG = you.

 

[shpankey]

If they send you another one, why would you return the first one?

What tha.... ? Huh? This is like, uhhh... just dumb.

Its called they are not stupid and you are acting like a 5-year old.

you don't live near the distribution center just pay for or pirate games like everyone else.

Who wants to play games that other people jizz on anyways?

Considering I wasn't mad at them then nor am I mad afterwards, and I found the whole deal more funny and unbelievable than anything, and considering your post, I'd say I'm talking to the 5 year old. :lol

 

[VALIS]

If they send you another one, why would you return the first one?

Its called they are not stupid and you are acting like a 5-year old.

You obviously have absolutely no idea how the rent-by-mail businesses work. Why comment in a thread you have no knowledge of? Bored?

 

[Mr_Furious]

Nope. That's not how customer service is supposed to work. When you screw your customer over, especially if you cost them money (like in this case), you need to right your wrongs. They should have either a) made an exception for him and sent him the 4th game or b) give him an extra week of free service since they've effectively stolen a week from him.

1. It's not their fault shpankey lives far from their distribution center.

2. It's not their fault it takes 10-12 days to complete a transaction due to USPS delivery times.

3. shpankey never mentioned "credit". It was either send me the correct game or I'm cancelling the service (with the incorrect game he still had in his possession, mind you).

I'm not disputing whether or not GameFly should've offered credit for their mistake. I'm disputing his demands regarding the situation and I think Gamefly reacted accordingly.

 

[shpankey]

3. shpankey never mentioned "credit". It was either send me the correct game or I'm cancelling the service (with the incorrect game he still had in his possession, mind you)..

Dude, what are you talking about? I think you need to read the story again. They sent me the wrong game (their mistake), I wasn't (or for that matter am still not) angry. I thought they should either send me the right game while I simultaneously sent back the wrong one (<--- and if you think about it, that's me being pretty kind), or they should of compensated me the 12 day turnaround time for their mistake. They wouldn't. That simple.

Secondly, I didn't want to cancel till after I found out they wanted me to eat the whole time for their mistake. In which they wouldn't even let me do! :lol What do you not understand?

P.S. I'm guessing you work retail? :lol

Anyhow, I'm not going to argue this any longer. If you get the story, cool. If you misunderstand it and think somehow I was at fault :lol then ok too. It's not worth having to explain it 10 times over.

 

[gamergirly]

Never had any problems wth them myself. Games usually arrived in 2 or 3 days lol. The only problem Ive had is the fact that a game once took an entire week to arrive there while they got the other one 3 days before that. That's weird since they were returned back on the same day

(BTW, this is that free trial )

 

[Slo]

1. It's not their fault shpankey lives far from their distribution center.

2. It's not their fault it takes 10-12 days to complete a transaction due to USPS delivery times.

Both are completely irrelavent. Gamefly choses to use USPS, and they chose to service people on the East coast despite being based on the West Coast. When things are going smoothly, people in the East must either accept the long delivery times or simply don't subscribe. That's just the way it is. HOWEVER, when you as a business make a mistake and screw your customer over, you need to make it right. The distance involved makes the problem more severe. If it was going to cost him 1 day, give him a free day. But it's going to cost him 12, so give him 12.

3. shpankey never mentioned "credit". It was either send me the correct game or I'm cancelling the service (with the incorrect game he still had in his possession, mind you).

I'm not disputing whether or not GameFly should've offered credit for their mistake. I'm disputing his demands regarding the situation and I think Gamefly reacted accordingly.

Well, given that the people he talked to are paid to be service customers professionals, and given that this situation has almost absoluetly happened before and definetly will again, maybe they might have suggested this to him as an option? Shouldn't that be a company policy?

 

[Mr_Furious]

Dude, what are you talking about? I think you need to read the story again. They sent me the wrong game (their mistake), I wasn't (or for that matter am still not) angry. I thought they should either send me the right game while I simultaneously sent back the wrong one (<--- and if you think about it, that's me being pretty kind), or they should of compensated me the 12 day turnaround time for their mistake. They wouldn't. That simple.

Secondly, I didn't want to cancel till after I found out they wanted me to eat the whole time for their mistake. In which they wouldn't even let me do! :lol What do you not understand?

P.S. I'm guessing you work retail? :lol

Anyhow, I'm not going to argue this any longer. If you get the story, cool. If you misunderstand it and think somehow I was at fault :lol then ok too. It's not worth having to explain it 10 times over.

At no point in your post did you mention that you requested "compensation" or "credit" for the 12 day lag. Your wording made it sound as if you assumed they should suggest that and that you were mad that they didn't. Maybe you should be more clear with your gripe so as to limit any confusion. And if it's any of your business I don't work retail and haven't for over 15 years. Not that it should matter but I guess it was some trivial attempt at an insult.

Both are completely irrelavent. Gamefly choses to use USPS, and they chose to service people on the East coast despite being based on the West Coast. When things are going smoothly, people in the East must either accept the long delivery times or simply don't subscribe. That's just the way it is. HOWEVER, when you as a business make a mistake and screw your customer over, you need to make it right. The distance involved makes the problem more severe. If it was going to cost him 1 day, give him a free day. But it's going to cost him 12, so give him 12.

Well, given that the people he talked to are paid to be service customers professionals, and given that this situation has almost absoluetly happened before and definetly will again, maybe they might have suggested this to him as an option? Shouldn't that be a company policy?

Then it should be irrelevant for Gamefly to care how long it takes for shpankey to complete a transaction. You're on the right track about east coast residence dealing with longer times or not to bother subscribing. I'm well aware what customer service is so I don't need a continual lesson about it, thanks. BTW, how is Gamefly supposed to verify the actual time it takes shpankey to receive his game. Standard USPS offers no arrive time guarantees. I think Gamefly should've offered some kind of compensation to right their wrong but as I stated before, it doesn't sound as if shpankey really gave them many options other than to send another game or cancel his service so Gamefly might not've bothered. In all actuality there are always 2 sides to any story yet you are all automatically siding with the half that you've heard. I'm only trying to think what might've occured from Gamefly's perspective.

 

[slidewinder]

At 10-12 days turnaround, I can't imagine it would've been worth your while to continue to subscribe. It sucks that they don't have a "cancel when my billing is up" option, though, for sure.

The one time I had a problem with them was last year when my card got billed a total of five times for one month's subscription fee. I think it may have been a leap year-related billing system bug. They were very friendly and fixed the problem quickly when I called them, for what it's worth (very little, given how obvious the problem was, I guess ).

As for buying games from them, I've been pleased with the five or so I've bought. If you're doing a "Keep It" for a disc you already have in your possession, you can obviously see what you're getting as far as that goes, and the cases and manuals they later send are basically pristine.

 

[Wario64]

Interesting, they sent me the wrong game one time and they sent me my next game on the queue list without waiting for me to send my game back. And then somehow, I had 3 games on hand at one point and I could have kept one of the games since the system somehow recorded the game as received back. But I was honest and returned the game anyway, even though I could have kept it

 

[Seth C]

You should of explicated your strong anger by cursing at them.

Trust me, cussing at telephone tech support is going to get you nowhere. We are just going to put you on mute and laugh at you with the people around us. Then, when you get REALLY pissy and ask for a supervisor, we're going to give you to the guy next to us and he's going to lie and say he is the supervisor. Fun times!

 

[Seth C]

Why don't you read my WHOLE point and that's IF he's reached his limit allowed. If he has 3 games checked out and that's his max, having them send him a "correction" to their mistake would equal 4 games he has checked out. That's not their policy, PERIOD. Now do you get it?

Is their policy to randomly send games he didn't ask for, putting him at his limit, so he can't get games he actually wants? Didn't think so. Now do you get it?

I mean hey, maybe they should take his money (they have) and only send him games he doesn't ask for. That would be fair, too, right?

 

[Mr_Furious]

Is their policy to randomly send games he didn't ask for, putting him at his limit, so he can't get games he actually wants?

What the fuck do you think, smart ass?

Didn't think so. Now do you get it?

Duh, no. Can you repeat that for me. I can't understand someone talking out of their ass.

I mean hey, maybe they should take his money (they have) and only send him games he doesn't ask for. That would be fair, too, right?

Jesus fucking christ. Talk about getting all uppity over a simple mistake. If shpankey reacted half as bad as your shitty attitude (not that he did), no wonder why he got nowhere with Gamefly. Why the fuck are you so defensive? Do you work customer service at Gamefly?

 

[StRaNgE]

does anyone know if the Blockbuster online service is one account to rent games and movies?

i really do not wanna have to joing netflix and gamefly if one service does it all.

 

[Ash Housewares]

they violated their end of the deal, they are supposed to send the correct games and he can have so many out at once, when they send the incorrect game he should not be liable for their mistake and should still have the correct game sent to him immediately, if they don't want to put themselves in that position they can just stop fucking up and get it right the first time, they violated policy by sending the wrong game they are the ones who have to bend a little but instead they ask the customer to hang on tight to his ankles

 

[Teddman]

does anyone know if the Blockbuster online service is one account to rent games and movies?

i really do not wanna have to joing netflix and gamefly if one service does it all.

No, Blockbuster only rents movies online. Videogames are listed on their same site, but that's because they use one website to rent/sell movies and sell games. It's confusing.

 

[Jonnyboy117]

I tried the free trial with GameFly, learned that the turnaround was updwards of 10 days from the Southeast, and canceled before ever being charged. I would give them another shot if they built more dist. centers nearby (Atlanta would be great). It is a good deal if you can get your games quickly. Their approach to customer service is troubling, though. On a monthly plan like this, you are basically paying for time...so they shouldn't be using up your time in order to fix their own mistake. The correct game should be sent to you immediately while you send the wrong one back, and they should give you partial credit for the time you would have had the correct game but didn't because of their screw up.

 

[_Angelus_]

Get this... after getting screwed over by GameFly for them sending me the wrong game (yup you heard right), I called (waited for 40 minutes too) and tried to get them to work out their mistake. I offered an easy solution; for them to send me the right game and me to send back their (wrong) game... only to be told that "our system doesn't allow that sir" in a rude tone and that I would just have to accept their mistake and there was nothing that could be done about it. They offered no other alternative or compensation. Just that was it. I got a somewhat snotty "I'm sorry but" apology, but nothing else.

So I asked for the supervisor, who I had to wait for another 30 minutes (and probably wasn't even a real supervisor). I kindly explained to her their mistake again, which she acknowledged and I asked if she could go ahead and send me the right game now and I would send their wrong game back, saving me a bunch of time. She said no and that I'd just have to send the wrong game back and wait till they sent me the right one this time (hopefully). She gave no apology nor did she try to compensate me anything for my loss on their mistake.

To be honest, I probably wouldn't mind so much if the service didn't (literally) take 12 days for a turnaround; and in this case, it would be over 20 days to get the right game. Sadly, they only have one distribution center and if you don't live near the west coast, your screwed. Guh.

Here's where it gets really shitty... so I say, fine, whatever, and being nice about it I politely said I want to cancel my service as I find having a 20+ day mistake on their part to be unacceptable. Only to be told I can't cancel! :lol So I ask why and she says: "Because you just paid for your next month. I said I know, that's fine... I am willing to keep the games I have for this month and send them back when this month is done and my time is up; and that I just don't want to pay next month. I want to cancel for May, right now. She said, if you cancel now, even though you already paid for it, you have to send the games back right now, even though you paid for it. She said: "You will have to call and cancel only on either April 30th or 31st, then ship the games back. If you don't we will charge you again.

It was hard to wrap my head around this, so I, in disbelief asked her again to explain it to make sure I heard that correctly. :lol And then I asked her, so you're saying that if I cancel now, I can't get what I already paid for? "Yes sir that's correct.". Wow, just wow I said laughing. :lol

Anyhow, be warned... these people run a fucked up business. :lol

Best Buy seems to be pushing the service an awful lot in my area. Though I never had any intention of dealing with them since they need a credit card and I seldom use mine,not with all the damn identity theft going around nowdays. I never knew the service was like this though,thanks for the warning.

 

[MrDaravon]

Gamefly's based on the West Coast? I live on the East Coast, and my turn-around time is 6-7 days, which is the same as it was when I lived in California.

I find that they wouldn't send you the right game odd. One time they sent a game that I didn't get after two weeks. They went ahead and sent me another copy (I was at my 3 game max), and just marked the copy as lost. I wound up getting the copy later, and they just said to return both copies of the game at the same time.

 

[ninvampire]

It sounds like they need to adjust their system to account for potential shipping errors. But if the only way that they could send the correct game immediately would be to mark it lost, then I guess I can understand why they were hesistant. They still should have made SOME attempt to right their error though. If he didn't ship back the wrong game, they could have always charged the game to him.

 

[Atari2600]

I usually have to email them twice before I get a response. My biggest gripe is the turnaround, which is about 9 days.

 

[----]

Of all the online game rental services I've used (and I've tried almost all of them) Gamefly was the most sneeky and underhanded and they also had the slowest turnaround on games.

I wouldn't really recommend anyone use Gamefly considering they are one of the most expensive online game rental sites. They do have the best marketing though; I constantly see ads and commercials for them. They are also the most difficult when it comes to cancelling the service. Having now dealt with numerous companies in the online DVD and Game rental service I can easily say that Gamefly is one of the worst companies in the business. They gave me a hassle even when trying to cancel a free 2 week trial. Most game and movie rental online stores are not as bad as Gamefly. There are tons of them.

Just type "online game rental" into google and compare the prices at other stores. Just about any service is better than Gamefly.

 

[TKM]

File a dispute with your credit card company immediately and pay nothing. They'll issue a chargeback on Gamefly and start investigating. Document your customer service conversation and keep copies of your invoices/email confirmation as backup. There's no excuse for that kind of service.