I wanted relate an experience a good friend had with Game Crazy. She wanted to pick up a Nintendo Wii, but the local Game Crazy was out. However, she got placed on a waiting list by leaving a deposit. The store promised to call when the unit arrived. After waiting quite some time, she called the store to get a status. The friendly representative said that the unit was in and that she needed to pick it up that day. She asked for a few days since she didn’t have the time that day, nor did she want to pay the $700 in gas it would have taken to make the 60 mile round trip. The friendly representative refused. They said the unit had already been in for 3 days, so they couldn’t hold it any longer. My friend explained that she never received a notification that it had arrived. She wasn’t asking for any special treatment–just the 3 days to pick it up that they were offering everyone else. The pea brain store representative couldn’t get it through their skull what she was trying to explain and insisted that the Wii had to be picked up that day or they would sell it to someone else.
How stupid can they be? They had a deposit in hand and the Wii was in such short supply that they could have easily sold the unit if she didn’t show up within a few days. There was no financial downside to Game Crazy to provide good customer service. The only financial downside is if you piss off the customer and then they tell others and then someone posts a blog entry about it. Now the financial losses are starting to mount.
That’s the staff of Dad In The Headlights looking out for you, the consumer.