Electronics Boutique Customer Service

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QuickTony

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#85936 28-Jun-2011 13:21

Last Thursday 23 June, I went into the Queen Street branch of Electronics Boutique. I purchased a gift for my girlfriend of Sims 3 and Sims 3 Ambitions for PC. When I got home I noticed that both disks were scratched and Ambitions had a discoloration on the data surface that looked like heat damage.

The next chance I had to go back into store was Saturday 25 June and made a complaint about the quality of the disks and wanted replacements. However I was informed that this couldn't happen because the disks 'weren't in the condition that they were sold to me in'. This also voided their 7 day return guarantee.

This was further complicated by the fact that the manager who sold me these games was 'in hospital'. I left my details so they could get into contact with me. As of ringing today 28 June I still haven't heard back and ringing the shop did not advance the issue, with reassurance that the shop staff could not act without the manager's approval, since they 'will get into trouble.'

I am aware as far as they are concerned that this does look dodgy and appears that I managed to damage the disks and want to rip them off.

At the end of the day, I was sold damaged goods and want a replacement. From now on I will demand to inspect each disk before I purchase them.

What should I do to resolve this issue?

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Geek @ Coastguard NZ
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#486891 28-Jun-2011 14:12

If the store isnt helping, get onto the EB Twitter account and ask for assistance, they seem to be quite happy to assist there.

Gavin / xpd / FastRaccoon / Geek of Coastguard New Zealand

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freitasm

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#486892 28-Jun-2011 14:15

Drop the link to this discussion to their Twitter account - you explain a lot more here than you can in a 140 characters limited tweet.

mattwnz

20147 posts

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#486918 28-Jun-2011 14:57

QuickTony: Last Thursday 23 June, I went into the Queen Street branch of Electronics Boutique. I purchased a gift for my girlfriend of Sims 3 and Sims 3 Ambitions for PC. When I got home I noticed that both disks were scratched and Ambitions had a discoloration on the data surface that looked like heat damage.

The next chance I had to go back into store was Saturday 25 June and made a complaint about the quality of the disks and wanted replacements. However I was informed that this couldn't happen because the disks 'weren't in the condition that they were sold to me in'. This also voided their 7 day return guarantee.

This was further complicated by the fact that the manager who sold me these games was 'in hospital'. I left my details so they could get into contact with me. As of ringing today 28 June I still haven't heard back and ringing the shop did not advance the issue, with reassurance that the shop staff could not act without the manager's approval, since they 'will get into trouble.'

I am aware as far as they are concerned that this does look dodgy and appears that I managed to damage the disks and want to rip them off.

At the end of the day, I was sold damaged goods and want a replacement. From now on I will demand to inspect each disk before I purchase them.

What should I do to resolve this issue?

Sounds like your disk could be delaminating to cause that problem. I have had some disks do that, and dealing with shops to switch them can be difficult. Were the boxes orginally sealed , or do they keep their disks seperately in drawers, where they are subject to scratching.

Basically you have purchased the license to use the software, so the physical disks themselves have very little cost, so they should just switch them.

QuickTony

4 posts

Wannabe Geek

#486920 28-Jun-2011 15:00

The disks were separate and the boxes opened.

mattwnz

20147 posts

Uber Geek

#486924 28-Jun-2011 15:04

QuickTony: The disks were separate and the boxes opened.

In that case it shouldn't be a problem getting them switched. I have had many scratched disks in the past when they have been stored this way, although they now usually get you to check them when purchasing them.

QuickTony

4 posts

Wannabe Geek

#486956 28-Jun-2011 15:37

Got into contact with EB on Twitter and just received a call from the store saying that they can swap the disks.

Thanks for all your help.

I'm glad that I got this sorted but I will be checking the quality of all disks I buy in store to make sure that this doesn't happen again!

stevenz

2802 posts

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#486977 28-Jun-2011 16:15

As a general rule, EB's new prices are far higher than most other stores (in particular, DSE, JB HiFi & The Warehouse) and their 2nd-hand prices (particularly on anything released in the past 6 months) are often only marginally cheaper than you can find new copies for by shopping around. I've found the only time they're worthwhile is if you're looking for something particularly old in one of their saels bins that you can't find on TradeMe.

Good to hear you got a result out of them though.

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dclegg

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#486988 28-Jun-2011 16:26

stevenz: As a general rule, EB's new prices are far higher than most other stores (in particular, DSE, JB HiFi & The Warehouse) and their 2nd-hand prices (particularly on anything released in the past 6 months) are often only marginally cheaper than you can find new copies for by shopping around.

In some cases their 2nd-hand prices are more expensive than other retailers are selling the same game new.

If you want great prices, combined with excellent service and the luxury of shopping from home, I highly recommend Mighty Ape. They also have frequent sales on games across all platforms.

stevenz

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#487015 28-Jun-2011 16:51

dclegg:
stevenz: As a general rule, EB's new prices are far higher than most other stores (in particular, DSE, JB HiFi & The Warehouse) and their 2nd-hand prices (particularly on anything released in the past 6 months) are often only marginally cheaper than you can find new copies for by shopping around.

In some cases their 2nd-hand prices are more expensive than other retailers are selling the same game new.

If you want great prices, combined with excellent service and the luxury of shopping from home, I highly recommend Mighty Ape. They also have frequent sales on games across all platforms.

I usually compare JB HiFi & DSE. Much to my surprise DSE often seem to have the cheapest standard prices. JB tends to have better "specials" though.

I've used Mighty Ape a lot over the years though and their service is excellent. Local stores are finally starting to beat them on price though.

@KnightNZ

jbard

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#487031 28-Jun-2011 17:34

I stop using my local EB about 4 years ago now. Not because of the prices, purely because their customer service was shocking.

They always made it seem like their shop was really something special and the customer should be greatful for being aloud to shop there.

All the staff their always seemed to be looking down their noses at the customers so haven't been back since.

Will say that Mighty ape is usually the cheapest closely followed by DSE. Not sure about JD HI as i haven't bought games from there.

jonofan

52 posts

Master Geek

#487160 28-Jun-2011 21:45

Don't forget guys, everyone price matches!

b0untypure1

1426 posts

Uber Geek

#487184 28-Jun-2011 22:23

i stopped using EB games about 4 yrs ago too, poor service, workers are only concerned about the games they play. eg : "hows battlefield looking man? what about cod?" reply : "buy torchlight man, long gameplay....blah blah"

so i left the store. also they sold me borderlands R18 when i was 17 .... lol... funny enough i went home and the disc was used, so i returned it and got a new one.

now i shop online or at DSE for games.

dclegg

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#487244 29-Jun-2011 08:46

jonofan: Don't forget guys, everyone price matches!

Thats not necessarily true. The last time I tried to get JB HiFi to price match a game for me, they said they no longer do that. And The Warehouse refused to price match because I didn't have a flyer from the store who was selling it cheaper, even though I had a timestamped photo taken 10 minutes prior clearly showing the game being sold at the cheaper (by $30) price, with store branding clearly visible.

jonofan

52 posts

Master Geek

#487259 29-Jun-2011 09:12

dclegg:
jonofan: Don't forget guys, everyone price matches!

Thats not necessarily true. The last time I tried to get JB HiFi to price match a game for me, they said they no longer do that. And The Warehouse refused to price match because I didn't have a flyer from the store who was selling it cheaper, even though I had a timestamped photo taken 10 minutes prior clearly showing the game being sold at the cheaper (by $30) price, with store branding clearly visible.

Stink, hope you bought the cheaper one!

I always buy Mighty Ape now days, they usually beat any cheaper price for me by $2-3. EB games price matches as well, I've had them ring DSE and ask for a price on a game and match it for me.

dclegg

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#487261 29-Jun-2011 09:18

jonofan:

Stink, hope you bought the cheaper one!

If only it was that simple :-)

I had some Warehouse and JB Hifi vouchers to spend, so the reluctance of either store to price match meant I had to change the game I intended to purchase, so I could get one that fit the budget.

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