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GameFly Support Ticket - Questions on billing and fees

GameFly Support Ticket

Questions on billing and fees

Created By: Khardas's Picture Khardas Last Reply: GameFly's Picture GameFly
Priority Level: [High] Status: [Open]
Created: 4 years ago Last Updated: 4 years ago
Department: General Replies: 2

Below is the 1st email I received from your "Customer Support" email address concerning a game I saw that still looked like it was not received by you:

________________________________
Hello,

We are sorry to inform you that you recently returned Elder Scrolls V: Skyrim in an unacceptable state. The disc was damaged beyond repair. Since this disc was in your possession, unfortunately, you will be held responsible for its purchase. The price for Elder Scrolls V: Skyrim is currently $17.99.

Please reply back to this e-mail with your approval to charge the credit card currently on your account to cover the replacement fees or you can select the “Keep It” option on your GameQ to purchase it directly from the Web site. If you would like the damaged disc returned to you, please contact us within 30 days.

If you require additional assistance, please respond to this e-mail at anytime as we provide e-mail support 7 days a week, Monday - Friday: 7:00 AM to Midnight Central Time
Saturday - Sunday: 8:00 AM to 5:00 PM Central Time. If you would prefer to talk to us directly, please reply to this e-mail with a number where we can reach you and a convenient time or you may call us directly at (888) 986-6400, Monday thru Friday, Monday - Friday: 12:00 PM to 4:00 PM Central Time.

We appreciate your attention to this matter.

Sincerely,

Brent F.
The GameFly Team
_____________________________

Then my Reply (Two emails a few minutes apart):

______________________________

Hi!
I cannot deny that the game was still in my possession when it was damaged as it had been taken by one of my nephews without my knowledge last year. I looked for it on and off for a good month or two and then forgot about it. Just a few months ago, my brother brought back the game in its envelope to me saying his son must have taken it from me. I knew I still had my Gamefly membership active before that and had left it active for "who knows why". This means from MARCH 2012 to JUNE 2013, I have never switched out a game, used any of my Gamefly rewards or cancelled my subscription or even requested taking off any charge for any unused period, and that is because I know I had a game out and still wanted to use the service. What would have been optimal for me to do is to report it lost right away and paid for the game, but because of random life events, it was put wayyy on the back burner.

It all comes down to a request: Is there any possible way I could count this one time as "free-pass" due to the circumstances and the fact that I have been paying $15.95 a month for over a full year (Over $220) with never-ever switching out the game in my possession even a single time or reporting any problems with the service or requesting anything else? I believe this is a more than reasonable solution to maintain my business with Gamefly and appreciate whoever reads this and takes my request with serious thought and consideration.

____________

Hello again,
I had just sent an email a few minutes ago and wanted to add a few things. I understand if you have to charge me for the game itself because of the circumstances, but if there is a possibility to credit me a few months of my unused subscription or to give me a few months of a free subscription period and I would be more than satisfied. Seeing as if I had decided to "Keep it" on the game and cancelled my subscription any month after the first 3-4 that I had it and simply renewed my subscription or actually used my subscription after keeping the lost game, I would have saved at least 6 months in dues, almost $100!. All I am asking is for a couple months comped, either future or past and I would gladly keep Gamefly for as long as I am gaming at this old age. I again appreciate the time and consideration of this email.

________________________________

Then the last response from you:

_________________________________

Hello,

Thank you for your update. Unfortunately the monthly fee is not applicable towards a purchase of the title, therefore you will have to purchase the game. Please reply back to this e-mail with your approval to charge the credit card and we'll update your account promptly.

If you require additional assistance, please respond to this e-mail at anytime as we provide e-mail support 7 days a week, Monday - Friday: 7:00 AM to Midnight Central Time
Saturday - Sunday: 8:00 AM to 5:00 PM Central Time. If you would prefer to talk to us directly, please reply to this e-mail with a number where we can reach you and a convenient time or you may call us directly at (888) 986-6400, Monday thru Friday, Monday - Friday: 12:00 PM to 4:00 PM Central Time.

We appreciate your attention to this matter.

Sincerely,

Brent F.
The GameFly Team

____________________________

As you can see, "Customer Support" didn't even read my email or answer any of my questions. I was written off after I put time, thought and effort into my emails with a simple one line reply that answered a question I explicitly said I already knew the answer to. Very frustrating. I never even mentioned the fact that more than half the monthly charges were done on an expired credit card and Gamefly never even used my contact number to try to contact me. Why do they ask for the number even then? I could be very sarcastic here but wont, I am just infuriated with this situation, not because of the money, but because of how I was treated. I could easily pay off the game with the $5 coupon and a simple ~$12, but this shows how horrible Gamefly support is. Ugh.


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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.



GameFly says: (4 years ago)
 0
We are pleased to hear that Kirk was able to help you. Please let us know if we can further assist you in the future. We appreciate you, Drew!




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