GameStop Responds to "GTA V Midnight Release Video" Controversy

[Terramax]

Honestly I don't think GameStop should ever bother with investigating this. Yes, it wasn't very professional of her, but it's hardly like it's such a big deal. He was clearly overreacting a little. However I guess given the circumstances it's understandable.

I agree. Hands up how many people have made a sarcastic comment about an a-hole of a customer after they've walked out the door. Oh, wait, that's EVERYONE.

The only problem here is that she should've waited 10 seconds longer for the guy to have left before saying what she did.

Personally, I think the lady should be given just a warning, or maybe disciplinary, just so that it shows that Gamestop have done something. But, firing here would be a terrible thing.

 

[Terramax]

She broke a law and a professional standard NEVER GIVE OUT CUSTOMER PERSONAL DATA or even think about it. It could lead to people losing there life's.

Here you are!

Actually, no. She didn't break the law, or at least not that specific law.

She threatened to break that law.

She distributed no personal information whatsoever to anyone, only made a statement that could be equally validly interpreted as a biting final jab or a threat. The question then becomes, is threatening to violate privacy laws a legal offense?

 

[Zeldias]

What a fucking asshole. Hopefully she won't get fired, but it was a serious tactical error on her end. Hopefully she'll learn from it.

 

[Psychobabble]

From what I'm seeing, the customer was an over reacting jackass, but the customer service rep went out of her way to blow off a little steam and mock said jackass customer.

Sadly she is the one at fault. She accepted the pay and responsibility for handling customers from all walks of life and demeanors, but let her own ego cause an angry situation that never needed to exist.

Everyone here, including myself, can emphasize that the customer was the one that was the unruly and unreasoning jerkface. But the manger was the one who was hired and paid to act in a professional manner, and let this one jackass goad her into making an unprofessional mistake.

Sorry, but customers have free reign to act in whatever manner they so choose. Whereas paid professionals have to stick to the accepted pattern of behavior and perform their jobs in a rigid and structured rule set. In this instance the customer service rep acted outside the acceptable rules of behavior and should pay the price for that mistake.

 

[WittyInfidel]

She broke a law and a professional standard NEVER GIVE OUT CUSTOMER PERSONAL DATA or even think about it. It could lead to people losing there life's.

Here you are!

Actually, no. She didn't break the law, or at least not that specific law.

She threatened to break that law.

She distributed no personal information whatsoever to anyone, only made a statement that could be equally validly interpreted as a biting final jab or a threat. The question then becomes, is threatening to violate privacy laws a legal offense?

I posted this earlier, but I guess you missed it. Here, I'll post it for you, and others, again.

This falls easily under the heading of Criminal Harassment. Criminal harassment is defined as behavior that the harasser knows would cause undue fear, intimidation or persecution, and adversely affects the victim's safety and security. A victim may receive threatening or obscene phone calls, unwanted gifts, notes and text messages, or observe the harasser loitering outside home or work. Depending on the actions a perpetrator commits, criminal harassment can bring gross misdemeanor or felony charges.

This is usually handled at the state level, with laws varying from state-to-state. As I am unaware of which state this took place in, I cannot go into further depth.

Here is an example from Massachusets GeneralLaws/PartIV/TitleI/Chapter265/Section43A:
Section 43A. (a) Whoever willfully and maliciously engages in a knowing pattern of conduct or series of acts directed at a specific person, which seriously alarms that person and would cause a reasonable person to suffer substantial emotional distress, shall be guilty of the crime of criminal harassment and shall be punished by imprisonment in a house of correction for not more than 21/2 years or by a fine of not more than $1,000, or by both such fine and imprisonment. The conduct or acts described in this paragraph shall include, but not be limited to, conduct or acts conducted by mail or by use of a telephonic or telecommunication device or electronic communication device including, but not limited to, any device that transfers signs, signals, writing, images, sounds, data or intelligence of any nature transmitted in whole or in part by a wire, radio, electromagnetic, photo-electronic or photo-optical system, including, but not limited to, electronic mail, internet communications, instant messages or facsimile communications.

(b) Whoever, after having been convicted of the crime of criminal harassment, commits a second or subsequent such crime, or whoever commits the crime of criminal harassment having previously been convicted of a violation of section 43, shall be punished by imprisonment in a house of correction for not more than two and one-half years or by imprisonment in the state prison for not more than ten years.

 

[Amir Kondori]

Honestly I don't think GameStop should ever bother with investigating this. Yes, it wasn't very professional of her, but it's hardly like it's such a big deal. He was clearly overreacting a little. However I guess given the circumstances it's understandable. People working on these midnight launches are stressed, some of those who go there to buy games are stressed, some are in a bad mood because of the time and the crowd. Really, there's a reason I prefer digital distribution.

If you manage Gamestop you definitely want to investigate this. It is a black eye for them from a PR standpoint and if you an employee, looks like a manager actually, willing to be openly condescending to customers that is going to cost you and your business in the long run. She is either going to get her ass chewed out, deservedly so, or she is going to get fired.

 

[FogHornG36]

nope, in customer service, you just smile and say have a nice day. End of Story.

 

[Deathfish15]

The promise of an investigation would seem to suggest that reports that the manager has already been fired are premature, and the customers on the scene appear to be firmly on her side - although perhaps mainly because the disgruntled individual was holding up the line. Internet commenters seem more inclined to take the customer's side, however, and it's hard to argue that the manager wasn't out of line, particularly near the end when she essentially celebrated with another customer.

Which side of the line you come down on probably depends largely on how many years you've spent in retail (and how many jerks you had to put up with) but the truth is that while everybody involved behaved badly, it's the manager who's responsible for keeping a lid on things - and who will, and should, shoulder the responsibility for failing to do so. We've reached out to GameStop for further comment and will update if and when we receive a reply.

Are you seriously making excuses for some asshole, self-centered customer jackass (yes, the name calling is needed) that failed to read pre-order receipts? Seriously, it's printed on the pre-order receipt as well as they [usually] tell the customer directly that they must have photo ID to pick up a paid for pre-order. Why? To make sure Jim isn't claiming to be John and essentially stealing his fully paid for game.


It's blatant ignorance on the customer's part, and he's the one getting upset over it.


The manager did exactly what she was supposed to do: uphold policy to make sure that the so called "customer" isn't in fact trying to steal property (which happens very, very often in retail). This guy is just being a downright turd about it, and throws a tantrum in the middle of a long-lined midnight release. No wonder others were cheering when the manager made a few jeering jokes to the obnoxious turd in the room.


The term "the customer is always right" is bullshit that people use as an excuse to get away with pretty much anything while treating customer service people like shit. It's a tiresome droll that will bite someone in the ass one way or another (in this case, it was this tool looking like a fool in front of everyone ..... a guy at a midnight video game release looking like a total loser, can't get any lower than that).

Edit:
P.S. From the better quality video found on Youtube, it would seem that the guy was trying to use a business card as his "form of ID" (idiot much?). That's what he raged about that it wasn't acceptable photo ID, and thus his snide comments about not coming back and not giving them business anymore. Her comment was just a joke that the business card he left there (on the counter mind you) was available for someone to call and "thank him for holding up the line". There is no threat there, no "personal information" given (it's a business card, that's not personal information), and it wasn't anything that breaks policy other than to make a joke about his trying to present a business card as a photo ID to pick up an M-rated paid for game at midnight. CONTEXT IS GIVEN, USE IT!

 

[RicoADF]

i hope she doesn't get fired, but as you mentioned this has gone viral so the decision is going to make a shit storm one way or the other probably, but it'll still give him something to think about next time he wants to spout off to someone.

just a general statement (not aimed at you zachary), but being nice (especially to customer service/retail people) is only a win-win scenario, hell most times being nice gets you your game quicker (and that is being judged on other products as well, i've gotten stuff pulled out of the backlog for me from being nice and understanding with staff at stores)

oh well, he got his game, and they got their money, this should just blow over and be a lesson to anyone about watching their mouth in public.

Yep, being nice makes it alot quicker and easier for all, I've done pizza delivery for years and now do IT support, so when I'm on the customer's side I'm always nice as I know how it feels the other side. The best thing is that they often will bend over backwards for you as they appreciate being spoken to like a respected person.

 

[RicoADF]

The promise of an investigation would seem to suggest that reports that the manager has already been fired are premature, and the customers on the scene appear to be firmly on her side - although perhaps mainly because the disgruntled individual was holding up the line. Internet commenters seem more inclined to take the customer's side, however, and it's hard to argue that the manager wasn't out of line, particularly near the end when she essentially celebrated with another customer.

Which side of the line you come down on probably depends largely on how many years you've spent in retail (and how many jerks you had to put up with) but the truth is that while everybody involved behaved badly, it's the manager who's responsible for keeping a lid on things - and who will, and should, shoulder the responsibility for failing to do so. We've reached out to GameStop for further comment and will update if and when we receive a reply.

Are you seriously making excuses for some asshole, self-centered customer jackass (yes, the name calling is needed) that failed to read pre-order receipts? Seriously, it's printed on the pre-order receipt as well as they [usually] tell the customer directly that they must have photo ID to pick up a paid for pre-order. Why? To make sure Jim isn't claiming to be John and essentially stealing his fully paid for game.


It's blatant ignorance on the customer's part, and he's the one getting upset over it.


The manager did exactly what she was supposed to do: uphold policy to make sure that the so called "customer" isn't in fact trying to steal property (which happens very, very often in retail). This guy is just being a downright turd about it, and throws a tantrum in the middle of a long-lined midnight release. No wonder others were cheering when the manager made a few jeering jokes to the obnoxious turd in the room.


The term "the customer is always right" is bullshit that people use as an excuse to get away with pretty much anything while treating customer service people like shit. It's a tiresome droll that will bite someone in the ass one way or another (in this case, it was this tool looking like a fool in front of everyone ..... a guy at a midnight video game release looking like a total loser, can't get any lower than that).

I would agree and you would be correct.... HOWEVER, the Manager threatened to release his private details. That is not only unprofessional and probably against store policy, it is also illegal in most places and she can be charged for it. The fact she's a manager makes it worse, she is paid to act professionally no matter what. She has the right to ask him to leave and call the police if he didn't (although he was leaving when she made the comment, which gives her no leg to stand on). She also humiliated him infront of the other customers, regardless of weather you or I agree with it, that's also unprofessional and possible illegal as well. What she did was wrong, the fact he was being a dick doesn't make it right.

 

[Deathfish15]

*snip*

I would agree and you would be correct.... HOWEVER, the Manager threatened to release his private details. That is not only unprofessional and probably against store policy, it is also illegal in most places and she can be charged for it. The fact she's a manager makes it worse, she is paid to act professionally no matter what. She has the right to ask him to leave and call the police if he didn't (although he was leaving when she made the comment, which gives her no leg to stand on). She also humiliated him infront of the other customers, regardless of weather you or I agree with it, that's also unprofessional and possible illegal as well. What she did was wrong, the fact he was being a dick doesn't make it right.

First, really? You really think that "public humiliation" is illegal? You cannot be serious. That's absurd! You're basically stating that Jay Leno, Conan Obrian, and every other comedian that makes fun of people publically are criminals. John Stewart, who makes it a weekly objective to humiliate the Fox News cast, should be behind bars on those standards....

And you're missing my edited part (which was probably after your quotation of my post). Basically you need to understand that there was NO private information 'threatened' to be given out.

Here's the paste:

Edit:
P.S. From the better quality video found on Youtube, it would seem that the guy was trying to use a business card as his "form of ID" (idiot much?). That's what he raged about that it wasn't acceptable photo ID, and thus his snide comments about not coming back and not giving them business anymore. Her comment was just a joke that the business card he left there (on the counter mind you) was available for someone to call and "thank him for holding up the line". There is no threat there, no "personal information" given (it's a business card, that's not personal information), and it wasn't anything that breaks policy other than to make a joke about his trying to present a business card as a photo ID to pick up an M-rated paid for game at midnight. CONTEXT IS GIVEN, USE IT!

 

[makano]

The promise of an investigation would seem to suggest that reports that the manager has already been fired are premature, and the customers on the scene appear to be firmly on her side - although perhaps mainly because the disgruntled individual was holding up the line. Internet commenters seem more inclined to take the customer's side, however, and it's hard to argue that the manager wasn't out of line, particularly near the end when she essentially celebrated with another customer.

Which side of the line you come down on probably depends largely on how many years you've spent in retail (and how many jerks you had to put up with) but the truth is that while everybody involved behaved badly, it's the manager who's responsible for keeping a lid on things - and who will, and should, shoulder the responsibility for failing to do so. We've reached out to GameStop for further comment and will update if and when we receive a reply.

Are you seriously making excuses for some asshole, self-centered customer jackass (yes, the name calling is needed) that failed to read pre-order receipts? Seriously, it's printed on the pre-order receipt as well as they [usually] tell the customer directly that they must have photo ID to pick up a paid for pre-order. Why? To make sure Jim isn't claiming to be John and essentially stealing his fully paid for game.


It's blatant ignorance on the customer's part, and he's the one getting upset over it.


The manager did exactly what she was supposed to do: uphold policy to make sure that the so called "customer" isn't in fact trying to steal property (which happens very, very often in retail). This guy is just being a downright turd about it, and throws a tantrum in the middle of a long-lined midnight release. No wonder others were cheering when the manager made a few jeering jokes to the obnoxious turd in the room.


The term "the customer is always right" is bullshit that people use as an excuse to get away with pretty much anything while treating customer service people like shit. It's a tiresome droll that will bite someone in the ass one way or another (in this case, it was this tool looking like a fool in front of everyone ..... a guy at a midnight video game release looking like a total loser, can't get any lower than that).

A joke could get a person killed believe me people kill for less. Put it this way IF she did give out personal information and one of the persons in the store was the next Ted Bundy would you be content in the knowledge that some sicko that you don't know may have your name number or house address.

I am not making excuses for this guy don't know him and never will but to put a person in that position well that makes you a bad human. I used to work in retail to so i do know about rude customers as well as IT tech support. no matter what the comment from the customer DO NOT EVER PULL THAT SHIT!!!!. Else your ass is in chains

If you are wondering someone i worked with got fired for making personal information public that led to a kidnapping.

 

[EeviStev]

From the moment the manger said "You are so very welcome" and onward, that was her not doing her job properly. She should have kept her sarcastic comments to herself and gotten on with serving the waiting customers. Then this would have been just one unremarkable incident among an infinite number of dickhead customer incidents.

The customer shouldn't have been a gigantic dick.

If someones a gigantic prick to you in any place other than retail, you are perfectly able to tell them to fuck off in any number of ways. In retail if you tell a gigantic dick to fuck off, even if you do it in as polite a way as possible, you're treated like a scumbag.

Its absolutely bullshit.

I want you to sit at a counter and be berated by someone for 10 minutes (supposedly how long this prick ranted and raved for) because you had the audacity to follow protocol and ask for an ID because you don't want to be fired. Sit there and just take it, smile at them for the whole 10 minutes while every mother fucker around you just looks away and pretends that you are less than a human being and not worth the time to help. Then after you're done being berated, yelled at, called all manner of things (I've actually been spit at once, took every fiber of my being not to beat the shit out of the guy. When I said fuck this shit and walked away, I was called to the managers office and was forced to apologize to the guy that spit at me. I'd have quit that job if I didn't need the money as badly as I did), just try your best to politely say have a nice day.

If you can do that without reactin like an actual person would be allowed to react then you have the right to look down on her for that.

Personally I give her kudos for bein as calm as she was. It takes a lot, and I mean a lot of willpower to not react in these kinds of situations.

First, I wasn't exonerating the customer. I agree, he was a gigantic dick.
Secondly, I have waited tables in my hometown at the place where all the rich pricks like to have $300 lunches, leave the table a bomb site and tip me nothing but a look of superiority. I feel the manager's pain. But if I had acted on my feelings on even one occasion of dickhead customer I would have been 100% in the wrong and fired like London in 1666. Instead I did my job, and rejoiced the day I quit.
Thirdly, name one profession where it's okay to tell anyone to fuck off.
So anyway, we agree: dickhead customers are a dime a dozen. So surely this was not the only difficult customer at a GTAV release that night, and from the video he was just difficult: no spitting or screaming or swearing, just an entitled dick with first world problems. The reason we are even having this conversation is the unprofessional and immature behaviour of the manager. He was leaving the store, for crying out loud, when she just had antagonise him and bring him back for another round, holding up the line even further. It wouldn't have taken much willpower for her to keep her mouth closed for three more seconds. He was entirely in the right to demand her information so he could complain about her parting shot.
If you can't handle a busy night with a dickhead thrown into the mix, then maybe customer service is not for you.

 

[Sheo_Dagana]

I have been in retail for about ten years now and I don't really feel strongly one way or the other. Both of them were assholes to each other, but just a little bit of professionalism on her end could have kept the incident from escalating the way it did. But no, she had to look cool for the people in line (who were also assholes and not helping the situation) and be queen of the nerds, so she fired up her sarcasm gun and returned fire.

Assholes like these are a dime a dozen, especially at midnight releases, but being a raging ***** back at them isn't going to get them out of the store any faster. Sure it may make you feel better at the moment, but it's going to piss off the entitled bastards and they're going to stick around to give you more shit until they get the last word. It's juvenile and certainly not worth your job if you get caught.

 

[RicoADF]

First, really? You really think that "public humiliation" is illegal? You cannot be serious. That's absurd! You're basically stating that Jay Leno, Conan Obrian, and every other comedian that makes fun of people publically are criminals. John Stewart, who makes it a weekly objective to humiliate the Fox News cast, should be behind bars on those standards....
*SNIP*

Depending on where you live, yes it can be. In Australia it can come under defamation and entertainers/news reporters have to be careful what they say as it can bite them on the ass (I had to learn about this when I did a film course). Comedians get away with it because they take the piss (that is make a mockers of) public figures, who are also not given much if any privacy for the same reason, they chose to do a role where they are constantly scrutinized by the public. American law is different, however WittyInfidel seems to have clarified American laws regarding this:

I posted this earlier, but I guess you missed it. Here, I'll post it for you, and others, again.

This falls easily under the heading of Criminal Harassment. Criminal harassment is defined as behavior that the harasser knows would cause undue fear, intimidation or persecution, and adversely affects the victim's safety and security. A victim may receive threatening or obscene phone calls, unwanted gifts, notes and text messages, or observe the harasser loitering outside home or work. Depending on the actions a perpetrator commits, criminal harassment can bring gross misdemeanor or felony charges.

This is usually handled at the state level, with laws varying from state-to-state. As I am unaware of which state this took place in, I cannot go into further depth.

Here is an example from Massachusets GeneralLaws/PartIV/TitleI/Chapter265/Section43A:
Section 43A. (a) Whoever willfully and maliciously engages in a knowing pattern of conduct or series of acts directed at a specific person, which seriously alarms that person and would cause a reasonable person to suffer substantial emotional distress, shall be guilty of the crime of criminal harassment and shall be punished by imprisonment in a house of correction for not more than 21/2 years or by a fine of not more than $1,000, or by both such fine and imprisonment. The conduct or acts described in this paragraph shall include, but not be limited to, conduct or acts conducted by mail or by use of a telephonic or telecommunication device or electronic communication device including, but not limited to, any device that transfers signs, signals, writing, images, sounds, data or intelligence of any nature transmitted in whole or in part by a wire, radio, electromagnetic, photo-electronic or photo-optical system, including, but not limited to, electronic mail, internet communications, instant messages or facsimile communications.

(b) Whoever, after having been convicted of the crime of criminal harassment, commits a second or subsequent such crime, or whoever commits the crime of criminal harassment having previously been convicted of a violation of section 43, shall be punished by imprisonment in a house of correction for not more than two and one-half years or by imprisonment in the state prison for not more than ten years.

Basically it would probably come down to local law and a judge's decision.

As for the giving out public information, I will need to watch the video (at work atm) to check, I was commenting on giving out private information by professionals and what would happen if she had done so. If not then I stand corrected.

 

[Ken_J]

She was very unprofessional and very disrespectful. Being a big business doesn't give it's employees the right to shit on their customers, and her little parting shot was uncalled for.

Speaking as someone who works for a large company it gives you something of a negative right when it comes to shitting on people. I said I like a customer's choice of movie and they said I 'Scoffed' at them and keyed their car. I still get shit for that.

 

[otakon17]

She came Tired, flippant, and unprofessional. He came off rude, irrational, and demanding.
She was hamming for the camera made a bad joke. He had to make a big deal. This shouldn't be a public issue. And I hope no one loses their job over it.

You and me both, I worked midnight releases before. People can get demandy, and I've dealt with problem customers before as well. It was a joke she made, at my old store we would have chuckled about it and moved on. We were very laid back in general, always ready to crack a joke and keep it lighthearted.

 

[Draconalis]

What law?

It's not law, but it IS store policy in ever retail outlet I've ever shopped at.

Do you get carded when you buy an R Rated Blu-Ray? Do you think you should be?

While I don't personally get carded... because I'm rolling up on 30, I do believe kids should be carded. Some things a child should not be apart of without a parents permission.

 

[not_you]

Siding with the manager....

If you have a pre-order/lay by on something... ANYTHING... you MUST show photo ID to receive the goods...
I don't know what his problem was... Seriously, it's one of those things that have to be done...

Sure, the manager shouldn't have said she would share the information, but the damage was already done by then... Seriously, lighten up and don't be so pathetic for showing a drivers license...