Confessions of ... a video game store customer

by Kevin Kelly { Apr 5th 2007 at 8:23PM }

Everyone is fessing up these days, is it something in the air? The fact that Easter is fast approaching? Imminent doom and gloom? Whatever it is, everyone wants to get something off their chest. First it was game store clerks, and now it's the other side of the counter ... game store customers.

Shamoozal has the sin-filled confessions of just such a customer. It's well-worth a read, especially for quotes like this:

No, we don't want to pre-order Halo 3, GTA4 or Metal Gear 4. I'm pretty confident Best Buy will have a small munitions depot worth of them the day they come out. I really don't want the strategy guide for Elite Beat Agents either thanks, I think I'll manage. Thanks for the $3 you gave me for that G.R.A.W. trade-in, I look forward to putting it towards the tax for G.R.A.W. 2.

We'd tell you more, but we have to go cancel some pre-orders. Whoops.

[Thanks, Giggas]

Related From Joystiq

iPhone App Store tops 100K items, 2 billion downloads
8 days ago
Microsoft Stores printing PC games on location
20 days ago
Interview: Microsoft Game Studios' Phil Spencer
29 days ago

Reader Comments (Page 1 of 1)

arrrgh @ Apr 5th 2007 8:32PM

hahaha love the reference to that old school video game tester ad, that the guy had at the end of his rant

BPM @ Apr 5th 2007 8:38PM

I don't see why people hate pre-orders so much.

1) It guarantees you a copy of whatever you want (well... ALMOST guarantees)

2) It doesn't cost you more than it would to just buy the game normally.

3) Some games have freebies for prebuying (like the Pointing Finger of Justice stylus for Phoenix Wright).

Seriously. I can't understand the hate for reserving games...

But, the other complaints are valid.

KC @ Apr 5th 2007 8:50PM

I like reservin' games too.

At least at MY EB/Gamestop I'm guaranted I'll get the game. And freebies are always good.

Its not like it costs extra moiney to preorder.

OhJustSomeRandomGuy @ Apr 5th 2007 8:55PM

I don't hate preorders. I hate someone ELSE telling me to pre-order random shit I'm not remotely interested in. When I want something, I know I want it. Know why? Because I know me pretty well.

I'll plunk down cash to pre-order something or pre-order it online when I know it's available and I know that I'll be buying it.

Pre-orders are also really good for smaller titles, because if you pre-order them, the stores will order more and guess what? The publisher will then print more.

But the small games aren't the ones I get assaulted with when I happen to venture into a GameStop.

"Madden '07's just around the corner..."
"Yeah, Izuna's a pretty good purchase...Halo 3's coming sometime soon, you think you want to pre-order that?"

What worse is that when you give them the obvious, "No, please DO shut up." response they start trying to give you the hard sell. The one where the guy holds on to your fucking credit card receipt before giving it to you to sign and then says, "Look, man, this game's going to be pretty hot, if you don't pre-order it, you probably won't get a copy..."

The sad thing is even after all the shit these guys pull, they're STILL better than buying your games from Wal-Mart.

hancock @ Apr 5th 2007 8:57PM

ya but i do hate the low trade in value i sometimes get at either EB or Gamestop. And they DO haggle you quite a bit every time you check out.

AoE @ Apr 5th 2007 8:56PM

BPM, I think it's less hate for the option of pre-ordering than it is for the fact that if you don't pre-order from Gamestop/EB, you're pretty much guaranteed that they won't have a copy to sell you when the game comes out. And if you do pre-order.... well... sometimes they sell your copy.

As the original writer said, stores like Best Buy tend to overstock new games... So why be punished for not preordering at the gamestore when the big box electronics store will be fully stocked, and happily take your money instead? Hell, I hate Best Buy, but it's become my first stop for new titles just because EB/Gamestop have grown so poor at stocking new titles for walk-in customers.

Ralod @ Apr 5th 2007 9:02PM

I really have nothing against preordering. But it is no longer needed to secure a copy of a game you want(unless it is a rare game, like one of the Nippon ichi strategy games).

I stopped preordering before I stopped shopping at GS, just because of the fact I don't like helping them get into the mold of only shipping enough new games to cover preorders. Basically all it does is help there margins.

Don't pre-order, viva la revolution!

tituspullo @ Apr 5th 2007 9:07PM

bestbuy has a 30 day price gauarentee

tituspullo @ Apr 5th 2007 9:08PM

i can't speel lol

Mr Khan @ Apr 5th 2007 9:08PM

I love jerking them around about WHAT i'm going to preorder

Me: stands there discussing Cooking Mama for 5 minutes, then walks up to counter, asks for reservation
Clerk: Right, one Cooking Mama reservation
Me: looks at him like he's an idiot, "No, Super Paper Mario"

Muu @ Apr 5th 2007 9:12PM

I agree with the rant against pre-orders. The problem though, is more to do with the sales pitch they're required to shove your way on game preorders. It's annoying, and if I wasn't planning on preordering, a half-hearted sales pitch isn't going to sway me.

BPM @ Apr 5th 2007 9:13PM

AoE, okay, that makes sense. Thanks.

Mr. Khan, thanks for the laugh.

bVork @ Apr 5th 2007 9:15PM

I don't pre-order. It is no guarantee that you'll get a game. I pre-ordered the MGS3 Subsistence Limited Edition as soon as it was possible. I did not get it. And that is the end of me ever pre-ordering anything ever again.

If the quantities are that limited, then pre-ordering is worthless for guaranteeing a copy. If the quantities are not limited, then it is incredibly likely that I will be able to find the game elsewhere if the non-reserved copies are sold out already. Failing that, I can just order online and wait a week.

Of course, I also try to avoid shopping at EB whenever I can. The warranty/reserving/trade-in/strategy pitch isn't done at Future Shop or Roger's Video, and prices at those places tend to be cheaper by a dollar or two. I only set foot in EB to try finding semi-obscure games that nobody else stocks.

Oh yes, one more thing: fuck used games. I can buy them cheaper and stickerless on eBay or GameTZ. Fuck gutted games, too. Use the hard plastic overcases like other stores do. No shrinkwrap means the game is used. Period.

Chufmoney @ Apr 5th 2007 10:12PM

I don't think people hate pre-orders. What they hate is upselling. People don't like suggestive selling, it makes them feel stupid.
My biggest beef is that a lot of employees of game retailers act like elitist douche bags. They always think they know more than you do.
I also fucking hate how Gamestop sells you an open fucking game as a "new" game, but if you were to try and return it like two weeks later in the same condition it woudl be "used." Some stores, like the one in Davis, CA even lets their employees "check out" the shelf copies of games. IF you ask me that is a fucking transgression against the customer.

Chufmoney
www.eat-sleep-game.com

The Exiled @ Apr 5th 2007 9:33PM

Anyone want to pre-order my next comment? An extra $3 to make sure I don't say anything dumb.

JJ @ Apr 5th 2007 9:43PM

I dont mind preordering or as i consider it..paying for it early.

Doesnt bother me especially if its a game i really want, i just pay for it a month or two in advance so when it does come out...i dont have to pay for anything.

So in that sense i really dont have an issue with them asking for preorders, since they're told to do that. Its no different than best buy asking you if you want a reward zone card, or best buy credit card or the countless solicitations other retail outlets try to offer you to keep you coming back.

thats all it is, a ploy to get you to come back to the store and face it, they all do it.

As for ordering games online...well, unless its a hard to find game or something, no one i know ever bothers to... i mean why pay for something on ebay and wait a week...when you can take 20 minutes to go to the store buy it and be done with it? Without having to worry about the condition a **NEW SEALED** game on ebay comes in.

but then maybe its just me since i LOATHE ebay. I rather just deal with a dedicated merchant.

As for guaranteeing a copy...i've NEVER, in the 10 years i've gone to Funcoland/GS/EB, never have not gotten a copy of the game i reserved. and if i didnt i was warned in advance that so and so company isnt shipping enough to cover preorders and what not, so i just took my money off and got it back, no harm, no foul really.

As for the whole trade in game value, lets not get started on that since you'll NEVER get back what you paid for the game, thats why they have renting at video stores! Anyone who thinks they'll get50+% on anything they trade in is seriously deluded. But then i dont buy and trade in games much and when i do its only because i have no other recourse (need to clear space or something) and most of the time ijust give the game to a family member or friend.

I just dont get the vitriol thats spewed towards any retailers way when they're just doing what they do...trying to make money and stay in business.

Awxome @ Apr 5th 2007 9:47PM

I agree with bVork on this one.

I was first to preorder limited edition of Subsistence at EB as well at my store. They promised I'd get it for sure day 1. Day 1 never came. In fact, they never even got Metal Gear Solid 3 Subsistence at all until about a month later. I went back to the store once a week for about two months asking if I'll ever get it. After a third month of trying, the manager, the same guy I've been asking where my game was, said they aren't getting it. He asked me if I would like to put my preorder towards something else. I, myself, am not a big gamer. I tend to only play a few big titles like MGS or Halo. I was not interested. I asked for my money back, and he said I couldn't get it back. I could only get store credit because asshole companies like EB don't offer refunds...

Same shit with used games as bVork explained. Couple years earlier, I walked into a EB games during a business trip to see if they had BF1942 (BF was incredibly hyped then and sold out everywhere I went). They said they did have one brand new copy. The guy came out with a cracked cd case copy of BF 1942, went to the shelf to get me the box, which looked trashed from all the people reading the back, and didn't even shrink-wrap my game ("We ran out it, sorry.") Paid full price for something that looked trashed.

I'm sticking to Best Buys and Costco from now on.

mark @ Apr 6th 2007 1:18PM

I find it funny how customers feel like they need to defend their lives if a retail employee offers them a preorder or warranty. Heres the inside scoop: we don't give a damn whether or not you buy it. We don't work on comission so it doesn't affect our pay at all. But it's our job to tell you about it. If after we get done with our spiel you have less interest in it then when we started, that's fine. Just don't take it out on the employee by being annoyed and acting like a jerk. Cutting us off is even worse.

Just imagine for a second you work at a game store: Your days arent filled playing videogames its spent getting yelled at by management and stocking and realphabetizing all the sections daily. It's monotonous and mentally exhausting. The ONLY thing that breaks up the day is talking to the customers who actually appreciate you helping them out. I still remember getting a note from a woman I helped where she basically made me look like a God because I told her about the DS and showed her some fun games. A note might not seem like alot, but for someone who gets shit on all day by managers, soccermoms, fanboys / snobs, and kids young enough to be your offspring, it means a ton. So then after that made you feel so good, some asshole comes in for GoW2 and when you even say the words 'strategy guide' he gets mad at you because he's been playing games forever and he doesn't need a guide and then storms out. It sucks.

Moral of the story? It's a vicious cycle. Some asshole treats us bad, we treat you bad, you treat us bad, everyones pissed.

Rubang B @ Apr 5th 2007 10:43PM

Only thing I've ever pre-ordered in my life was a Wii, I picked it up on launch day, and it's still hard to find. If there's ever another game or system that will be hard to find for 4.5 months, I'll pre-order that too. But I hate being asked to pre-order every big shooter and Madden. I understand you guys are just doing your job, but hey, you chose to work a lowly scummy retail job for the evil empire. Of course we don't like you.

moominsean @ Apr 5th 2007 11:37PM

simple philosophy: ya don't like it, then don't go there. i was treated like shit by employees at a circuit city my very first visit back around 1994, and i've never been back. i rarely go to EB, even though they are all owned by the same company now, but so far the employees at gamestop haven't been pompous asses, like the guys that always seem to work at EB locally.

Grant @ Apr 5th 2007 11:10PM

It's NOT the pre-orders themselves he's complaining about.
It's the speech
the DAMN NINETY SECOND SPEECH.

i have never been in a store and gone:
"holy good god, thanks for reminding me pimply faced teenager, i almost forgot the halo 3 limited edition was coming out in SIX MONTHS, i better put down 5 dollars now and hope you actually recieve enough to honor my pre-payment". If i want to pre-order, i won't need you to remind me.

i personally enjoy walking around those stores for half an hour (takes about that long to dig through pre-plays) just to hope i can butt in to one of those obnoxious employees conversations and tell them that of course they know more than a poor confused mother, and to get off their high horse, but that they also were completly wrong with his sales pitch for mario party 1-7 when her kid asked for mariokart DD.
"it's almost the same thing, and it's got racing too".
true story.

Gavin @ Apr 5th 2007 11:13PM

Gamestop supremely pissed me off just earlier this week. I was checking out and went to use my discount card, which I renewed in Jan, and the moronic emo slacker behind the counter told me it was expired in 02. I told them I only just got it a few months earlier and he said "No, this is from a few years back" which is fucking ridiculous because they didn't even have the same cards back then. So I told him to pull up the info in the computer and he said they couldn't do that which is BULLSHIT so I told them to keep it and just walked out without buying anything at all. I called the Gamestop customer service and those idiots are just as useless, but were able to pull up the info on the card after giving me a huge runaround. I've finally had my fill with that company and the fucking stupid kids that work there.

LuigiHann @ Apr 5th 2007 11:15PM

There's a strategy guide for Elite Beat Agents?!

solidefy @ Apr 5th 2007 11:27PM

I just wanted to clarify about the story above, I'm not really complaining about these stores or their employees. I was just mocking the self-importance of these "A Day in the Life at EB Games" articles that keep popping up every few days. I mean, I understand that it's marginally game industry related... but I might as well read the true life stories from the guy that operates the shrink wrap machine in the Mexican pressing factory.

While I made a few points that their store policies suck, they don't really affect me because I make a choice not to shop there (most of the time).

I did sell a game for $3 there once, it was Ty the Tasmanian Tiger for the GCN. I figured I'd never be able to hock it on ebay, so I bit the bullet and handed it over.

Anyway, It was really meant as a parody over anything else. I hope it made some people laugh. Thanks for the feedback.

Aex @ Apr 6th 2007 1:06AM

Everytime I preorder something from Gamestop, I end up finding it sitting on the shelf at target/best buy two days before gamestop gets it in. So, why should I preorder?

RoboChocobo @ Apr 6th 2007 1:14AM

I hate Pre-Ordering for stuff that I know I will be able to find easy at regular retain.

1) These stores start pitching that you need to Pre-Order Halo 3 WHEN THE RELEASE DATE HASN'T EVEN BEEN CONFIRMED!! Why would I give them my money for a product that I have no idea when I will get? That's just stupid and irresponsible.

Acceptable Risk @ Apr 6th 2007 1:29AM

Is it just me or does the guy writing this come off as kind of an ass? He basically says, "I know it's your job to do all this stuff, but you should know well enough to make a special case for me as soon as I walk in the door." If you realized why a retail employee has to do the little song and dance, why are you so cheesed off about it?

Sure, the recent game clerk revelation articles seem to take themselves a bit too seriously, but they work a practically thankless job under constant threat of termination for a practically laughable wage. I'm willing to give them some room to vent.

GhaleonQ @ Apr 6th 2007 1:50AM

Do ANY websites edit their copy?

Miles @ Apr 6th 2007 2:06AM

It seems that most of you don't have problems with EB/Gamestop but with assholes. What a surprise, most people hate assholes. And all these grand stories about Best Buy and Wal-Mart being the last bastion of good customer service is exaggerated.

And does anyone realize that not everyone knows that pre-ordering is possible. So how the hell are these clerks supposed to know that YOU know what YOU want to order as YOU walk in the door. In closing its not always about you assholes. There are hundreds of people that walk through an EB/Gamestop on any given day. If you don't want customer service , shop online

Paleo Pirate @ Apr 6th 2007 2:40AM

Wow, you know, I'm tired of all this bullshit. Retail clerks hate you guys. It's the toxic few that destroy any chance the rest of us have. How much are you going to bitch? All they're trying to do is make a living and defend themselves from the constant backlash that you fuckers seem to love piling onto them.

In the end, I think Ben Affleck said it best (you don't hear that every day) in Jay And Silent Bob Strike Back when he said "This is a site populated by militant movie buffs who sit around all day bitching about actors and films they claim to despise but can't seem to stop discussing." I paraphrased the quote a bit, but I'm sure you get my point. But just in case you didn't, my point is: shut the hell up and find something else to spend your shallow life doing. In fact, here's an idea. Everyone who hates these places so much? Start your own game store and run things exactly the way you think they should be run. Give a lot for trade ins, don't offer reserves or warranties or magazine subscriptions. Then go to your local Game Stop after you go out of business, and apologize for being a douche.

denise @ Apr 6th 2007 2:48AM

I think people like walmart and best buy for "customer service" because they have none. they don't talk to you, they don't say hello, they don't ask you if you need help, the ignore you until you hand them your money.

also, sure "oh rahrah you put yourself in that job, deal with it". we assumed since it's something as simple as VIDEO GAMES, that the customer base might not be totally pretentious douchebags who worry about a thin layer of plastic on a case or stupid shit like that.

but, one could always be wrong.

Riff1 @ Apr 6th 2007 11:50PM

Please. This article remains true in every way.

I used to be a GameStop employee, and the corporate policies are ridiculous. You are required to sell at least 2 magazine subscriptions with each shift, and even more reservations (though they never told me exactly how much). I was given some slopshod improper training, didn't even know how to gut out games before I sold a woman $200 worth of the crap. While there are a good 14 drawers-full of used disks, there are a mere 3 drawers devoted to the good new products that actually support the industry they retail- those drawers are usually only half-full.
I got fucking sick of working only 3 four-hour shifts a week, and fucking sick of the fact that I was only earning a few cents over minimum wage. I hated the "Would you like a rip-off with that?" spiel I had to vomit out before every sale, and I fucking hated the pompous-ass attidudes of all my other collegeus. I hated giving out $5 of store credit for a $45 product, and I hated putting "unused" disks in new cases and only smirking when the customer asked wtf I was doing.
I quit after working only a few weeks, realizing that its no way to make a living. GameStop is no real job- you don't return home every night, thinking "Man, what a hard day at work." Its about the easiest job in the world, but has every employee performing acts of deplorable morals, for barely any money at all. I was taxed about $7 of my total wage during my time working there.

HDTVDinner @ Apr 6th 2007 8:24AM

@17 "Moral of the story? It's a vicious cycle. Some asshole treats us bad, we treat you bad, you treat us bad, everyones pissed."

I'm sorry, but this is the most rediculous justification of unacceptable behavior I have ever heard. I work in customer relations and can honestly say that you get absolutely nowhere if you choose to fight fire with fire. I find that 9 times out of 10 if you let someone vent and respond to thier concerns sincerely, they will appologize for blowing up on you. and that is so much more rewarding to me than pouring fuel on the fire.

You choose your attitude plain and simple, you dont have to treat people the way you were treated 20 minutes ago, you choose to, and this behavior is absolutely unacceptable in a place of business period.

Anon @ Apr 6th 2007 9:28AM

I actually like my EBGames store. The employees are nice, and they rarely upsell to me. I'll get the occasional "What's up, wanna pre-order X?" and I'll just say "Nah." I don't know about you guys, but I've been averaging 20-30 bucks on trade-ins, and I get more if I pre-order a certain game.

Oh and the employees here aren't all geeked out or game developer students. I think they just like video games so they got a job there. They'll usually start up a little chitchat while checking out. "How was the game?" "This game rocks." ect.

I'm pretty happy with EBGames at the moment. I hope the big bosses don't go and screw it up.

mark @ Apr 6th 2007 1:24PM

"I'm sorry, but this is the most rediculous justification of unacceptable behavior I have ever heard. I work in customer relations and can honestly say that you get absolutely nowhere if you choose to fight fire with fire. I find that 9 times out of 10 if you let someone vent and respond to thier concerns sincerely, they will appologize for blowing up on you. and that is so much more rewarding to me than pouring fuel on the fire.

You choose your attitude plain and simple, you dont have to treat people the way you were treated 20 minutes ago, you choose to, and this behavior is absolutely unacceptable in a place of business period."

Sry for the double post not sure what that happened. Anywho...

I didnt say that it justified anything. And I never treat customers like shit. But what I'm saying is people wonder why when they go into Gamestop or somewhere why the kid behind the counter acts like an asshole to them, and it's most likely because all day asshole customers have been bitching at them. Did I say it justified it? No... but, my statement isn't false. It's a vicious cycle. Honestly, I dont really care about your customer service job or how you act. I'm telling you how most 17 year old game store employees act and why. A little respect, whether or not its deserved, goes a long way. (on both sides, customers and employees.)