274: Confessions of a GameStop Employee - Part Two

[nomadic_chad]

You, the consumer, have a choice. You can trade your game(s) in, or you can keep them and sell them some other way. ... I won't be offended...

Ben seems to be, though; he's offended at those who "snatch their worthless copy of Madden NFL '04 off the counter" and finds the more "reasonable" and "adult" option to be to "accept their fate - i.e. their $2.50 credit - in silence." It's a complaint separate from the customers' rudeness regarding disappointing trade-ins; he flatly doesn't seem to think they should have a right to reject GameStop's offer in favor of keeping the game.

Something you probably haven't thought about...is that GS is going to end up eating a shit ton of money on games they accept which then don't sell.

Yeah, but on balance, GameStop is doing quite well on their used-game division, as has been detailed at tiresome length in just about every gaming website. For example, the home-improvement store where I worked had a extraordinarily lenient returns policy - power tools in deplorable condition returned for full value, etc. Did they lose money on this particular policy? Yeah, they did. (It's offset by their return agreements with the manufacturers, but some is lost.) It was part, though, of a larger sales strategy that encouraged consumer spending by giving them some security about their purchases - what's the harm in buying something you can return at any time?

There is no consumer charity in business. GameStop isn't forced to put a relatively high markup on used new releases to finance their expansive trade-in policy; they have that expansive trade-in policy because it's helped popularize their used-game business, put used games as an option at the forefront of consumers' minds, and made GameStop known as _the_ place to buy and sell used games. They wouldn't have the policy if it weren't profitable and effective.

I don't, nor ever would, speak for Ben or another employee. I stated that the customer always has the option to not trade in their games as a lot of people fail to understand that by accepting the trade in price, they are agreeing that it is a valid offer for their items.

I got the feeling that Ben's comment about worthless copies of Madden '04 was anger that people over-value items that have become largely irrelevant and likely remain unplayed, despite being saved from trade in. That's how the context sounded to me anyway, what was really thought is beyond me. However, what was posted in the article was Ben's opinion, I was merely recommending an alternate option to game traders.

I also made no claims that GS's trade in policy made no or little money. I simply stated that the seemingly huge markup isn't quite so huge when you stop to think about it. Yes, they make money off of traded in games and accessories, no one claimed differently. I did claim that they would lose a shit ton on stuff they couldn't sell, but in no way denied that they made a larger shit ton of money doing it. My comments on this matter were mostly directed towards educating people on the fact that not all of the money made from trade-ins was pure profit. Most of GS's money is made from the trade in and reselling of pre-owned games...and there's nothing wrong with that since it's not mandatory that you accept the amount offered.

 

[darthcendiarygrenade]

When I worked at Game Crazy, we had a resurfacer in the store, I've used it myself countless times. Sometimes a disc is beyond repair, but you'd be amazed at how much of a difference it can actually make. I've also put discs in for multiple cycles before-as many as 5, and they will still play as long as the initial damage wasn't too severe.

 

[flipsalty]

Shouldn't it be called "Getting 'Pre-owned' to my New Job"

 

[AgentBJ09]

Having been a GameStop employee for two and a half years, it's no surprise that Ben's faced a lot of the same customers that I have. It's quite easy to spot when someone has such low respect for their purchases, but a majority of my customers love gaming and take care of their stuff.

GameStop may not be a great place for getting credit for games you don't want, but the fact remains that we are the most recognized business for used games. As such, products of every stripe come to us more than others who have a similar business model.

Speaking of selling and economics, here's a tip for everyone who wants it.

Tip: If you want to use eBay or online sellers instead of GameStop, soak up the low costs of posting your item on their site for more than a .99 cent auction, and use a moderate shipping cost and pictures.

If it sells, be proud. You have gained X amount of money for about a .10 - 2.50 loss.

In business, you have to lose money to gain money, no matter what the situation is.

 

[beema]

I'm in agreement here. I am continually shocked at the condition of most people's games, dvd's, etc. How hard is it to stick it in a case and stick the case somewhere relatively "safe?" You paid $60 for this thing, might as well take care of it? I think a lot of it comes from kids whose parents buy it for them and they have no concept of having to spend their own hard-earned money on something. Still, it's pretty inexcusable. Know what I do with my games? I stick them back in their case when not using them, and put that case on a shelf. Guess what, they look like mint condition. Not too hard to do!

 

[Saboten]

Wow.. Is it just me or does 'Ben' kinda come of like a dick in this article?

I thought he did when he was ranting about how he would judge someone by the condition of their beat up games. How does he know how the game got in that condition? I mean, I've went to pawn shops and bought games in crappy (but still working) condition that would make me embarrassed to call myself a gamer to show off. Of course, I have a strong ethical value against selling my games, but still, you always have the idiots that try to sell horrible games that someone else could have damaged.

 

[Gunstar Hero]

I have to agree, I read the whole article and did think that "Ben" seemed like a totally insufferable prick.

Also, way to labour an (invalid) point - some people dont take care of their games, most do, his conclusion that no one does is wrong and doesnt really seem enough to stretch over multiple pages. It seems par for the course to have an opinion in this thread, so allow me to point out that I was a deputy manager at GAME in the UK before I moved into my current job.

Iv dealt with irritating customers, there can be lots, most of them come in pairs. I wont pretend I havent taken some satisfaction from getting the one up on someone who didnt have a receipt for a return etc. But Iv also seen my fair share of employees with an attitude problem who are frankly embarassing in their ability to go off the handle, get smug or insulting, with little to no provocation.

 

[metacree]

On the topic of negative credit, this isn't necessarily true anymore. If I take in a game that's good for 70 cents of credit and it has been mauled by a tiger, the computer will not allow me to put a refurb fee on it. Everything else Ben has said struck very close to home for me.

 

[DinosaurRock]

A mint condition old game can go for more than a dollar you just got to have enough gamer friends to trade junk with.... *sigh* wish I worked at Gamestop, I'm doing a Game Tech major and I got turned down by a woman who I had to explain what the MS point cards behind her and how they weren't the gold months I wanted

 

[-Samurai-]

Something you probably haven't thought about (those of you who still insist on complaining about the trade in value of used games), is that GS is going to end up eating a shit ton of money on games they accept which then don't sell. Next time you go into your local GS, take a look at the original Xbox game section, or the ever expanding PS2 section, or hell, ask them how many used PS2 systems they have in their system room. I bet the answer will be around 50 or so (we have around 75 used PS2 systems in ours). GS will be eating a lot of that profit loss because there's no way in hell those will all sell. They could probably send them off to be recycled or something, but I would bet that they won't get what they paid for them, and they'll profit from it.

Except that GameStop doesn't actually pay for those games. They give store credit, a worthless currency everywhere else. They don't pay out a cent for used games. You can only use store credit in their store, and since you receive so little of it for trading in a game, there's a fair chance that you'll have to add cash to your purchase. That's where they make their money.

So, if you trade in your copy of Fallout 3 and you get $5.00 store credit, then never use it, they got a game for free. There's only room for profit with that business model. It's a great business model, but bad for customers. It's why I don't deal with Gamestop. $0.00 payout on used games(all of my games are in mint condition from box to manual to disk), and if you don't buy something with your store credit from them, they got your game(s) for free.

 

[Sanglyon]

Here in France, it's not Madden, but FIFA that pollute the shelves. I usually go to an independant game shop. Second hand games are 90% FIFA's from last year, sold for 1 euro. It's the same in every other store that does resale. On the other hand, it's very hard to find games like RPG, JRPG, etc... And when there is one, it's actually in very good shape, almost as good as new. Gamers that buy these kind of game actually care about it, and they sell it because they truly need the money, not because a new version is out.

I didn't sold the first Pr. Layton to get the 2nd one, all the Ace Attorney are on my shelve, alongside all the "Tales of" I could put my hand on, and when I'll finally find time and money to buy and play "No More Hero 2", I won't sell the first one either.

I think video games habits are a lot like reading habits in a sense: on one hand, you have people who read lots of books, and enjoy seeing all their library nicely aligned on a shelve (I plead guilty), and on the other hand, people who only read magazines or best sellers, buying them only to throw them away once finished. There is much more Dan Brown's books in the resale bin at the bookstore, than there is Zelazny, Asimov and Gaiman combined.

 

[Harkwell]

Wow.. Is it just me or does 'Ben' kinda come of like a dick in this article?

I guess if you had to deal with idiots all day, being a dick to them would become second nature.

 

[Digikid]

Wow.. Is it just me or does 'Ben' kinda come of like a dick in this article?

Not at all. He is saying it like it is. Have you ever worked in retail at all? 90% of customers do not even deserve 1% of the respect that they "feel" they deserve. In short....CUSTOMERS ARE MORONS!

Yes I went there....and I would say it over and over again.

I know what Ben is going through. I work in retail as well and it is hell. I will help a customer only if they are polite about it and actually NEED the help. I will never EVER bow down and kiss their feet just because they shop at my store. Screw that.

Good article Ben. Keep saying it as it is.

 

[Fr]anc[is]

Why is this in the news again?

 

[Chamale]

I'd have long conversations with co-workers speculating at what people do with these games. Is it so fucking hard to just keep them on a shelf with the manual inside the case?

I can testify that one of my cousins used a copy of The Orange Box to taunt his cat. The shiny surface reflecting sunlight drives it crazy. Despite a set of claw scratches, it works perfectly, while my copy goes haywire because I may have touched the bottom with a fingernail the day I opened it (the day I got my Xbox 360).

The only disc I ever deliberately damaged was my copy of Mercenaries. My parents thought it was too violent and forced me to get rid of it, on pain of losing my PS2, so I microwaved it.

Nowadays, if I ever have a CD without a case, I ask my 9/11 Truther friend for a Loose Change DVD. I take it out of the case, throw it out, and use the case for whatever non-crazy data I need to protect. He hasn't caught on yet.

The only Xbox 360 manual I ever lost was the manual for Left 4 Dead. It was in French, and the translation was hilariously poor.

Is it just me or do all gamestop employees seem like dicks?

Dealing with the average customer will turn you into a dick. Every single thing he described is what he has to put up with every day.

If customers want people in retail to stop being dicks, then perhaps they should stop acting like self-absorbed, know it all assholes.

If you want to meet some non-dickish Gamestop employees, go in when it's quiet and talk to the employees there about gaming. You're sure to find some common ground. Just don't expect to have a conversation when there's someone else in line.

As an umpire, I've only been yelled at twice in 3 years of work. I'm amazed by the level of disrespect some retail customers have for employees. This could certainly make the employees bitter, and hostile to the average customer.

 

[ANImaniac89]

I am really anal about my games
I keep them in alphabetic order and system on a clean and dusted shelf and all my DVD and graphic novels get the same treatment as . The only games in my collection have are messed up our either my brother's shitty games that I don't care about and take no responsibility for (i.e. Halo 3, CoD series, etc) or games my 360 felt it needed to eat.

Once I backhanded my brother for resting an opened can of Dr. Pepper on my copy of House of the Dead Overkill

 

[Shoggoth2588]

A lot of people have likely already said what I'm about to but I take great care of my games. I've got PS2 and Xbox games, some of them being nearly a decade old, which still work beautifully, have a new looking box and in most cases, pristine manuals. I've lost the manual to Pokemon Red and, I've lost my original copy of Knights of the Old Republic (Still have the platinum hit though!)

I understand that I (we) are part of the minority though. My brother for example, is a 9 year old who can't take care of his games. He constantly loses the discs and, cases. He's broken controllers too and somehow, he claimed his new slim PS2 stopped working a couple of months after he got it. When I was his age I knew how to take care of my games and toys. Granted, it was easier to blow on a cartridge then than it is to clean off a scratched disc now.

I miss my Super Nintendo...

 

[Jesus Phish]

Having worked in retail myself, I feel this guys pain and support his well justified pent up rage against the common customer. I'm sure he, like most of us, did his best (and probably never did) tell customers (most of them) what stupid pieces of crap they are.

It's a nice insight he's giving to the company. It's confirming my believe that I shouldnt trade in games. That copy of Dino Crisis he uses as an example, would probably be sold on from the same store, for about $15-20. I'd rather keep the game incase in a few weeks/months/years I feel the urge to play it.

I've never actually traded in a game. If I run out of use for them, I give them away to friends/family or put them in my old games draw.

 

[Trogdor1138]

I don't understand, what do you people do with your games? I keep all my boxes, discs and manuals in the best condition I can and out of harms way, most people I know do this. I don't understand why you'd pay all that money for games and not look after them.

Most of the pre-owned games I buy (Australia) are very passable condition, there's occasionally some bad scratches and I've had to take back a disc or a manual in a bit bad condition, but most of the time it's only minor scratches and slightly worn boxes (which is to be expected).