GameStop — Local services in Kearny

Be careful of their up-selling of extended warranties for devices.

My brother-in-law bought my daughter a Nintendo 2DS for Christmas. He mentioned to the GameStop employee that it was a present for his niece. The employee suggested getting the extended $9.99 warranty so that “whatever happens to the unit, it’s covered”. Not true.

After a month, the screen showed signs of apparent physical damage from either getting dropped or stepped on, etc from what looks like an electronic crack in the display. When it’s off, the screen looks fine. Turns it on, and there’s lines all over, particularly what looks like a crack in the top left corner. I know moments before she came to me about the screen, she was quietly playing a game. There was no sound of it dropping or her saying “Oops!”, “Oh no!”, or anything like my daughter would normally say. I have ninja ears when it comes to that stuff.

I went to the GameStop it was bought at and was told that physical damage was not covered after they saw the screen. I explained what my brother-in-law was told and how it wasn’t dropped and the manager held her ground. She suggested that I get it fixed at a local shop that repairs electronics. After expressing my dissatisfaction, she suggested that we get a refund on the extended warranty.

Today, my brother-in-law buys a game at this same store & they suggested the extended warranty again... “whatever happens to it, it’s covered”. He said that’s not true & explained what happened to me. The same manager happened to be there & apparently got me confused with someone else. She said it was bought at another store or something, as if that matters, trying to dismiss it because he just caught them in a lie.

So I get a call to show up with the 2DS while he gets the receipt. It was to no avail. So I told them they need to stop using that language when up-selling the extended warranty. Or add at the end or their sales pitch: “except physical damage”. Make it clear.

Suggested solution...if GameStop had an option for a 1 time physical damage coverage (in addition to their current extended warranty) for a total of $15-20, maybe $20-25 for more expensive stuff, it would be a good seller.

In the meantime, I bought a new screen on Amazon for $30-35, looked at some YouTube videos, bought a 000 philips head screwdriver, and will replace the...

If I could give a Zero I would... I purchased a headset from this store for my son. When I opened the box there was nothing inside of the box except the PS Platinum box and headset cover... When I informed the store I was told by the manager Brandy (with an attitude) that I should call Sony. I then informed her that I had spoken to GS Corp and they informed me that I should contact the store I purchased it from and inform the store manager what happen so I could get it replaced or have my money refunded. She then placed me on hold and when she came back she said there was nothing she could do for me because she felt one of the other boxes and it felt the same as the box she gave me (Even though it had been 3 hours since I made the purchase and it took that long because when I initially called she they said she wasn't there) I then explained that I wasn't with the indirect accusations and that I would be bringing the box back and now I wanted a refund. Her response was " What so you can have both the headset and the money... I then asked for her Sms number because that was a direct accusation and I no longer wanted to speak to her. She refused and I had to go through the Corp to get a call back from the DM who then told me they wanted to investigate before taking them back because it had never happened before. My response was simple, that's a GS problem not mine.. If there is an issue with their store then that's an internal issue and has nothing to do with me.. He then told me there was nothing he would do until they finished their "Investigation". This is probably the worst Customer Service I have ever received and will NEVER purchase anything...

I called earlier in the day and asked if it was possible to hold a pre-owned copy of black ops 4 even though it's a very recent game, and was told I could. I left my full name and phone number and said I'd be there to pick it up between 7:15 and 7:30 because I had to come on my way home from work. I get here at 7:30 and am completely unapologetically told that they gave it to someone else and that "the new guy" shouldn't have told me he could hold it for me.

I'm not blaming the new guy for not knowing the rules. I'm blaming the one I talked to when I got here for not apologizing once and trying to blame someone else completely, and in a harsh way. "New guy shouldn't have done that"? Really? You just throw everyone under every bus around here? In fact, the alleged "the new guy" was incredibly pleasant and great to deal with on the phone. I liked him a lot. Maybe management should make sure its employees are taught the rules right preemptively instead of just blaming errors on them after the fact.

Not only that, but if you're in the leadership position and NOT "the new guy," would it have been so hard to call me back at any point during the day and say "I'm sorry, we actually can't hold the game, we're very sorry for the confusion"? I left my phone number! At least that way I wouldn't have driven to this god forsaken plaza for nothing.

The entire situation was handled terribly, but most of all the guy who acted like it was my fault for not knowing the GameStop rules in the first place. That's why I...