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GameFly Complaint - HORRIBLE customer service - customer service
GameFly Complaint

GameFly Complaint

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HORRIBLE customer service - customer service


Long story "short" version:
I joined Gamefly early 2012 on their 1 disc out plan. Never returned it, kept subscription for over a year, "lost" game and envelope somewhere, "forgot" about during entire period all the while paying monthly fees. Brother's kid (my nephew) had taken game last year, they returned it to me. Sent it back to Gamefly without checking. They sent me a game in my queue very quickly. Check online to see that it says I still have First game. Email support. Form letter back from "Brent" saying game was beyond repair, I needed to pay for it. Sent email explaining I spent over $200 for subscription I haven't used for over a year and was asking if I could have a 1 time "pass" for a $17.99 charge or to have one or two monthly dues either past or future comped. Email I sent was long. "Brent" sent me back an email, one sentence (plus other form letter sentences) "Unfortunately the monthly fee is not applicable towards a purchase of the title, therefore you will have to purchase the game." Obviously didn't read my full email or care enough at all. Got me angry.

End.

The last part is what got me really angry. I have spent over $200 on this company which has given me only one game, which even brand new would have cost $65 with tax and shipping at the most, meaning they got a sweet $150 off of me with no work at all. No communication. No shipping items, nothing. On top of this, when I updated my queue just this last month when I returned the game and was getting the new one, I noticed that the card they were charging my monthly fees to was expired... in early 2012! They continued charging the monthly fees on my expired card for months.
I would have caught this much earlier if the email address I provided them was one I used more often, but I RARELY checked this email and realize that was my mistake. I did notice the charges on my credit card, but I didn't realize it had been over a year that I did not return the game.

This is where it gets interesting. In the email I sent them last, I explained that I knew they probably couldn't remove the charge because, after all, it was a damaged game and it was in my possession more or less so I was responsible for those charges. I knew I would have to pay but asked if it was possible because of the inactivity on my account and my extended subscription if I could be comped a couple months. What is that to them when they give almost all new members a free month to try? And to get previous members to return to them they offer a free month as well? So for someone that hasn't rented a game in over a year and still paid the entire monthly fee for that entire time on an expired credit card and NOT mention anything about the card or threaten to leave or anything, for them to write me off with a sentence and a form letter is absolutely ridiculous.

I feel like fighting the charges to my credit card now since they never called the number I had on file to update it or tried to contact me in any other way besides email. They cancel your account on the drop of a dime if they feel they aren't getting their fair share is what I see from other reviews, but apparently they don't cancel the account if the credit card expires and the person hasn't rented games for over a year and they still are getting their monthly dues.

Like I said here and in the email I sent them; I have no problem paying the game price, it comes out to like $12 if I use my Gamefly coupon, but I am a person who doesn't like giving business to companies that treat their customers like non-human numbers.

No concern for the customer. No concern for business ethics. Only concern is profit. I am ranting now but rightly so. I am requesting to escalate the "case" through Gamefly support email and hope to everything sane that I just got a really grumpy or new "customer service" (I cringe when I write that) employee that is answering the emails.

0/10 stars for Gamefly Customer Service so far all due to "Brent F." If by some chance a Gamefly employee is willing to read the actual email I sent or this rant/review, and send me an actual response to the questions I actually asked, I will update it here if allowed.


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Comments


Khardas says: (4 years ago)
 0
Update:
I tried more email support. Never responded.
Phone support was overloaded, but they did provide a link to live chat support....

Live chat support was the way to go. Not only did Kirk answer right away, he actually read my emails and although I didn't get exactly what I requested, he solved this whole ordeal and we worked out a solution... all in under 10-15 minutes. 10/10 for the Live chat support and bumped my rating of Gamefly to 8/10. Just make sure to try out the Live Chat support if you run into a problem.




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