Dear GameStop: Let Me Get The Hell Out Of Your Store
Twelve years ago, I felt pretty silly when I had to answer every phone call with, "thank you for calling Electronics Boutique, where you can now trade in your used games." I would also refrain from suggesting a strategy guide if I saw the customer was A. obviously in a hurry, B. obviously not interested in talking, or C. all of the above. But now, things are just out of control.
I think the current average length of a GameStop transaction is around 37 minutes. And that's only for one game; if it's a system or a bunch of accessories or something, you might be standing there for the rest the day.
"Yes, I have the Power Up card. No, I don't want the upgrade."
"No, I don't really care about Game Informer."
"No, I don't want the strategy guide."
"No, I don't have anything to trade in."
"No, I don't want to pre-order anything."
"No, I don't want to protect the game with your insurance."
"Yes, I know about the damn survey."
Add ten minutes for each question above that is answered in a way that demands an explanation. Back in the late '90s, we'd rip through a line of 20 during the holidays - systems, games, accessories, etc. - in record time; now, if there are more than 3 people in front of me, I'm far more likely to leave the store. There's such a thing as customer service, and there's such a thing as wasting everyone's time.
And as far as I'm concerned, customer service is supposed to speed things up, and that certainly hasn't happened. I have no intention of being rude to anyone, but I'm sorry GameStop, your employees are testing my patience.
...oh look, Amazon sells games...
3/9/2011 9:19:50 PM Ben Dutka