GameStop Issues Apology for OnLive Coupon Fiasco

August 26, 2011 -

While GameStop was bold in removing OnLive coupons from PC retail copies of Deus Ex: Human Revolution, it found some humility today as it realized that yesterday's situation put them in a bad light with customers. Many customers felt that, by taking a coupon that was worth around $50 out of those boxes, the company was ripping them off.

Today GameStop CEO Paul Raines issued an apology via email to customers and offered an olive branch to smooth things over.

"Dear GameStop customer,

Earlier this week, GameStop removed a competitor's coupon from standard edition PC versions of Deus Ex: Human Revolution, a recent release by Square Enix. We were not aware that the product box would contain this competitor's offer. We regret the events surrounding this title release and that our customers were put in the middle of this issue between GameStop and Square Enix, the publisher of this game. And for this, we are truly sorry.

For your inconvenience, we would like to offer you a free $50 GameStop gift card and a Buy 2 Get 1 Free pre-owned purchase. We want to earn back your trust and confidence in the GameStop experience. Please bring in this email and your store receipt or order confirmation from GameStop.com and present it to a Game Advisor.

Sincerely,
Paul Raines
CEO, GameStop
"

 

Hopefully GameStop has learned a lesson about public perception..

Source: Joystiq

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Comments

Re: GameStop Issues Apology for OnLive Coupon Fiasco

That's funny. The same could be said for Square Enix. If they had been up front about the coupon in the first place, this shitstorm never would have happened. Yet for some reason, it's all Gamestop's fault for pulling an unadvertised coupon from the game.

The only way Gamestop could possibly be at fault is if the coupon was advertised on the box, like "Free $50 value inside!" or "Free Digital Copy of Deus Ex: Human Revolution!".

Alas, it didn't. So the blame lies squarely with, well... Square.

Re: GameStop Issues Apology for OnLive Coupon Fiasco

The only apology I'll accept from Gamestop: "From now on, all new games stay factory sealed"

 

Re: GameStop Issues Apology for OnLive Coupon Fiasco

Yes, because it's Gamestop's fault and not the effing idiots who kept shoplifting.

Re: GameStop Issues Apology for OnLive Coupon Fiasco

There are equally effective alternatives to loss prevention then gutting the games.  Far as I know, that's number 1 on the major GameStop criticisms list, the topper of the major things that keeps customers like me out of its stores.  You'd think it would have stopped doing that at some point.

Of course, you'd think the same thing about DRM.

 

Andrew Eisen

Re: GameStop Issues Apology for OnLive Coupon Fiasco

That's also the problem, Andrew. Not everyone is the same as you and me. Not everyone knows about the game they're buying. It's not about loss prevention, it's about representation. When Gamestop guts games, they put the case out on the wall so people A) know the game is in stock, and B) can look at the case, and the instructions, if they like. Which is a service that you can't get at Wal-Mart, Target, or Best Buy. Not looking at the book, at least.

If you don't want a gutted copy, then don't buy it. Easy as that. You make it sound like Gamestop guts every single copy of every game they sell, which is simply not true.

 

 

Re: GameStop Issues Apology for OnLive Coupon Fiasco

There are also equally effective alternatives to "representation" then gutting the games.

I guess your Best Buy and Targets are different from mine.  In Walmart, they're locked in a case so if you want to look at the back of the box, you need a sales associate to unlock it.  A pain in the butt, but that's why I don't browse games at Walmart.

Both Best Buy and Target (at least in my area) have the games out on the shelves.  In Best Buy, they're in individual, transparent cases that need to be removed at the register or they'll set off the alarm when you try to walk out the door.  In Target, one copy is out on the floor in a case similar to Best Buy's and is additionally tethered to the shelf.  I prefer Best Buy.  I can browse the games and simply take the one I want up to the register.  It's a fine (though not flawless) loss prevention system that doesn't inconvenience me.

Toys 'R Us (last time I was there) guts one copy of each game and puts it out on the sales floor.  You can browse the games all you want and when you find one you like, you take the ticket in front of the game up to the counter and the sales associate retrieves it from wherever they happen to be stored.

As far as GameStop goes, in my experience, if you want a sealed copy, you better get there in the first week or so of release.  Otherwise, yeah, all of them are going to be gutted.  Letting the customers get their filthy paws on the instruction booklet is a horrible idea that I simply can't abide but (and again, this could just be the difference between our locations) I've never seen the instruction manuals in the gutted cases anyway.  They're kept with the discs. 

 

Andrew Eisen

Re: GameStop Issues Apology for OnLive Coupon Fiasco

I think this is a matter of location, Andrew. The Target where I go keeps all their games in security cabinets, similar to Wal-Mart.

And the Gamestop near where I live guts a single copy, as per Gamestop representation policy, and keeps the rest sealed. They only sell their gutted copy if it's their absolute last copy. And they've completely stopped gutting PC games. They just keep them in the back until someone asks for one.

Alas, many stores are run differently. Because in business, what's good for the goose isn't always necessarily good for the gander.

Re: GameStop Issues Apology for OnLive Coupon Fiasco

"Because in business, what's good for the goose isn't always necessarily good for the gander."

Indeedy do, but I still don't see how it would a good idea for any store to gut it's games and affix case-marring price stickers to the fronts because there are plenty of equally effective alternatives that address loss prevention and representation and don't put off a portion of your customers.

 

Andrew Eisen

Re: GameStop Issues Apology for OnLive Coupon Fiasco

On this I agree. On the other hand, there is no disputing that Gamestop IS the world's largest entertainment retailer, so they must be doing something right.

I highly doubt it's gutting games for representation, but I guess when you're getting mountains of money, you don't want to rock the boat too much.

Re: GameStop Issues Apology for OnLive Coupon Fiasco

"...I guess when you're getting mountains of money, you don't want to rock the boat too much."

Heh, they're rather like Nintendo in that way.

 

Andrew Eisen

Re: GameStop Issues Apology for OnLive Coupon Fiasco

Except Nintendo has Reggie Fils-Aime, who apparently can no longer make sound business decisions for the company. "Very closely watch the UK sales", my ass.

Dammit, Reggie! Let me give your company my money!

Re: GameStop Issues Apology for OnLive Coupon Fiasco

Agreed there. If Gamestop started using other prevention methods, then people would complain they can't look at the manuals or complain about all the ugly plastic security boxes

Re: GameStop Issues Apology for OnLive Coupon Fiasco

That's not an apology. That's conforming to what an individual thinks how the world's largest entertainment retailer should be run.

I see nothing  that Gamestop did wrong. Even Square Enix admitted they screwed up by not telling Gamestop that a competitor's coupon was in the case.

Seriously, such a knee-jerk reaction to something that wasn't even Gamestop's fault? Now they have to come out of pocket for Squeenix's dick move.

Re: GameStop Issues Apology for OnLive Coupon Fiasco

How the hell is opening something that is in their possession not Gamestop's fault? It's not like the coupon fell out.

If they went right ahead and sent them back, THAT'S not Gamestop's fault. That's not what they did until they caught flak. If they did that from the beginning, I would've shrugged and went on. Now, they'll take stuff out at a whim. I'm not going to take their word on what is and isn't in the package.

If you are a retail store, I expect to get what the producer sent to you from you when I hand over my money. Nothing more, nothing less. They've demonstrated that they won't do that. The only way I can see them demonstrating that they won't take anything is if they leave it sealed. If they don't want to do that, well, I guess I won't give them my money.

 

Re: GameStop Issues Apology for OnLive Coupon Fiasco

You just said it yourself. In THEIR possession. It's Gamestop's property until you buy it, they can take out what they please, ESPECIALLY if it's a competitor's coupon. If Square had been up front about the coupons to start with, none of this ever would have happened. It's funny how people can just up and blame Gamestop for every little problem. You want to blame the failing economy, violent crimes, and abortion on them, too?

This is Square's fault. Not Gamestop's. Gamestop was well within their right to open up game cases. Especially considering that the coupon could damage the well-being of one of their subsidiaries. Are you seriously suggesting that Wendy's should start sneaking coupons for Big Macs into Burger King bags? Because that's how it comes off to me.

 

Re: GameStop Issues Apology for OnLive Coupon Fiasco

grif your speaking to a death group game stop is evil that is all they want to here it doesn't mater if game stop was in the right to do it or not. i cant tell you how menny people have menchind how wall mart does not take out i-tones codes for movies from the D VD's. over looking the fact that movie makers don't try and ninja the coupons in there and that as far as i know wall mart does not have a dijatel movie down lode site. you cant forget the wizards 3rd Rules "Passion rules reason, For better or for worse." most people hate game stop for any number of reasons and so they blame them even when they did nothing rong. + it is cool to hate game stop now so that doesn't hert

 

---

am dyslexic and have a learning disablement from when i died as a baby and sustained brain damage do to lack of oxygen pleas pardon my bad spelling and grammar-

Re: GameStop Issues Apology for OnLive Coupon Fiasco

Hopefully GameStop has learned a lesson about public perception..

Yeah- it can be horribly one-sided.

 
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