2239: Now’s a Great Time to Buy PS3, 360 and Wii Games

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It’s a new generation of console hardware, and has been for a while! Woohoo!

However, more than ever with this generational changeover in particular, the previous generation of consoles are far from irrelevant, and in fact if you’re a thrifty gamer now is a very good time to start building out your PS3, Xbox 360 and Wii libraries.

Why? Because it’s damn cheap to do so… for the most part, anyway. Thanks to stores that specialise in preowned games and the dropping prices of new, factory-sealed games due to perceived “irrelevance”, you can now pick up formerly £40 games for considerably less than their launch price — often even single-digit prices, which I find enormously entertaining as someone who remembers buying budget, cassette-only releases for 8-bit computers in the ’80s and ’90s.

I say this having bought a few games at CEX earlier today: I managed to score copies of Lollipop Chainsaw, Bayonetta 2, Xenosaga Episode II, Kingdom Hearts II HD and Enchanted Arms for considerably less than their original asking price. All of them are in good condition — I think all of them even have their manuals, which is reasonably rare when it comes to preowned games.

Right now, then, is the ideal time to invest in games that you’ve always meant to add to your 360, PS3 and Wii collections, but never got around to. We’re at that time when the games are declining in value because the hardware is still readily available and people are still trading them in, but we’re not yet at the point where the games are no longer being made and certain titles are becoming more and more rare. In other words, this means it’s pretty rare to find games retailing for more than their original asking price, though as the new generation of hardware continues and the old guard fall more and more out of favour, this situation will start to arise more and more, particularly for niche-interest, limited run titles such as Japanese role-playing games.

So if you still have a 360, PS3 or Wii knocking around — and if not, why not? They’re all still great systems! — do be sure to take a trip down to your local used game store and see what they have to offer. And if you see something you’ve always meant to have a go at, but have never gotten around to, it’s well worth taking that chance now, because with each passing year, that game you never got around to playing will be getting rarer and rarer, until eventually your only choice if you want to play it will be to pay overinflated eBay and Amazon seller prices. And you don’t want to do that, do you? (Although I must admit paying well over the odds for a rare game does make for a good collector’s “war story”; some of my most treasured games include Space Channel 5 Part 2 on PS2, which had a ridiculously limited run here in Europe, and Fire Emblem Whatever The One on the Gamecube Was Called, which is likewise apparently rather hard to find these days.)

I anticipate, having recently realised all this myself, that my 360 and PS3 collections are going to grow quite considerably in the next few months…

#oneaday Day 912: Blood from a Stone

I’m pleased to confirm that, after several days of wrangling, arguing and repeating myself over and over and over again, CeX finally relented and gave me a full refund. (Context.)

I hate complaining. I feel like an asshole. Normally because in order to complain effectively, you have to be a bit of an asshole. I hate it because I’ve been on the other side of things, receiving those complaints. It’s frustrating for both parties in the whole situation, because in many cases the person receiving the complaint really does want to help but their hands are tied, and the person complaining just wants things to be resolved as quickly as possible.

Such was the case with this whole debacle. It took two days of talking to someone on CeX’s Twitter account and subsequently emailing their customer service team, then going in to the store where I bought the item in the first place to actually claim the refund. It would have been easy to just give up, but that would have left me £70 down and, while I don’t like complaining, it was the whole principle of the thing here.

The thing that infuriated me most about the whole experience was the blindingly obvious things CeX could have done along the way to help me out. As I said in the original post, it would have cost them literally nothing to help me out and just issue me a refund. The item was already second-hand and open, so it was in the same condition as when it was sold when I returned it. It was also returned within about an hour of me having purchased it, so it’s not as if I could have been using the shop as a quasi-rental service, which is — presumably, anyway — what this policy is designed to discourage.

I grant that, since there was nothing technically wrong with the item, I wasn’t entitled to a refund under the various laws and regulations that govern this sort of thing. But when making an honest mistake — as I did — I don’t expect to be punished for it to the tune of nearly a hundred quid.

So I complained. And I persisted. I remained polite — though clearly frustrated — throughout the entire experience. I didn’t swear, I didn’t insult anyone, I didn’t cast aspersions on the sexual preferences of anyone’s mother. I simply repeated the things that were upsetting and frustrating me in the hope that it would sink in. And I kept a close eye on the people around me on Twitter who were taking an interest in the case. There was the potential for some serious damage to CeX’s brand here, and while I had no particular desire to cause trouble in that manner, the longer it went on the more it looked like being a potential PR disaster for the company — which is why I was so confused that CeX appeared to be in no hurry whatsoever to help me.

Customer service is actually relatively simple. Follow your business’ policies as appropriate, but when a customer complains, review the situation carefully and determine how you can help them. If bending the “rules” slightly doesn’t impact your company and does help the customer, then doing so builds considerable goodwill because it makes it look as if you’ve gone out of your way to help them. Apple stores are really good at this. Very often a customer will enter the store frustrated and angry that something or other isn’t working, and leave with a smile on their face because they’ve been pleasantly surprised by an employee apparently going out of their way to do something nice. (In actual fact, said employee more likely than not knows exactly the situations in which is is appropriate to bend the rules and simply set the customer’s expectations accordingly.)

This is what CeX wasn’t willing to do for me. I was repeatedly quoted store policy and made to feel like an idiot for not knowing it before purchasing the item. But how was I to know? It wasn’t explained to me at purchase, I’ve never returned anything to them before and the only place in the entire shop their return policy is mentioned is in a single sentence of roughly 10-point text on a small mat near their cash till — a mat which, I might add, is more often than not covered up by items that are being bought and sold at the time. The fact is, I wasn’t aware of the policy, otherwise I wouldn’t have taken the risk on the item in the first place. Repeatedly quoting it at me after the fact was just making me more and more angry, and the people who were doing so just didn’t appear to notice this — or care. It became something of a battle of attrition — me repeating how annoyed I was and what I wanted out of the whole situation, them repeating their policies over and over. Something had to give.

It was them. I certainly wasn’t going to back down, and the situation was looking worse and worse for them as they continually refused to acknowledge my concerns and upset. I can imagine I was probably called some fairly unpleasant names behind the scenes. But I prevailed in the end. For fairness’ sake, I should say thank you to Raj on CeX’s email support team and Jackie, the store manager of the Chippenham store, for making it happen.

Complaining works. It’s not a pleasant thing to do, and it often takes time, but it works. We’ve seen plenty of examples of it Getting Things Done recently — whether or not they’re “important” is neither here nor there — and people should know when it’s appropriate to step up and say “wait, hang on a minute, that’s not right.” It’s all too easy to just allow yourself to get screwed over and then feel completely powerless. So don’t be afraid to complain, and remember it’s different from whining.

If you can’t remember the difference, perhaps this will help you out:

#oneaday Day 908: Customer Disservice

I wanted to share a customer service experience I had today as I found it immensely disappointing. It was partly my fault, I accept that, but the way in which it was handled left me with a very sour taste in my mouth and a feeling of disillusionment in a company for whom I had previously had nothing but good things to say.

After purchasing a copy of Super Street Fighter IV Arcade Edition in the currently-running Steam Summer Sale, I decided that the time had come for me to get an arcade stick and see if I could actually improve my generally-dreadful fighting game skills. I took a trip into town to my local CEX — they’d opened recently so I wanted to support them — and was pleased to see that a Street Fighter IV Tournament Edition FightStick was in the window for half its usual “new” price. A bit of preliminary research online had revealed that this stick from MadCatz was one of the best ones out there, and to see it for half its usual price was a deal too good to pass up.

The stick in question was designed for PlayStation 3, but uses a USB connection. I looked online and consensus said it worked with some PCs, though the chipset the computer in question was built on determined whether or not it would actually work. Intel chipsets were fine, apparently, but nVidia or AMD ones were not. Having been poking around inside my computer recently to fit a new power supply, I was pretty confident I had an Intel chipset.

Unfortunately, I was wrong. I brought the stick home, connected it up to the computer, Windows recognized it and then… nothing. No response from the stick in Control Panel, no response in game, no means to get it to register any inputs whatsoever. I tested it in the PS3 to make sure the device wasn’t actually faulty, and sure enough, the PS3 had no issues with it whatsoever. Unfortunately, I don’t have any fighting games (or even “arcade-style” titles) for PS3 that would necessitate the use of an arcade stick, so I had essentially wasted £70.

Or had I? No, I thought, if I head straight back to town now I’ll have time to return it, get my money back and be home in time for dinner. So off I went, back to CEX, and queued up in an attempt to return it.

“I’d like to return this,” I said, explaining the situation. Being an honest sort of guy — curse that particular character trait — I said that the stick wasn’t faulty, but that it didn’t work with my computer. (To be fair, lying and saying it was broken wouldn’t have achieved much — CEX has a rigorous policy of testing things to prevent shysters trading in broken crap.)

“This isn’t the selling till,” said the woman behind the counter. “You need to join that queue.”

I was taken aback by the bluntness for a moment after she had been helpful earlier in the day when I had purchased the thing. Fortunately, her colleague jumped in and pointed out that I wasn’t trying to sell something to the shop, I was simply trying to get a refund.

She took the stick and scanned it, then explained to me that CEX’s policy was that since it wasn’t faulty, all she could do was give me store credit.

“Well, do you have an Xbox 360 stick available?” I asked. (Xbox 360 sticks work with Windows no problem.)

“No,” she said.

“Okay,” I said. “Then that’s no help to me, really, is it? I’ve spent £70 on something I can’t use. I would like my money back, please.”

It was at this point that the cashier in question — Emily, her name was — decided that she couldn’t handle this and called her supervisor who then launched into an obviously-rehearsed speech.

“I’m sorry it didn’t work for you,” she said with an incredibly patronising tone of faux-understanding. “I appreciate that it’s frustrating, but unfortunately we’re only able to give a refund as store credit.”

I was really not in the mood for argument — I hate confrontation at the best of times — so after asking whether or not the voucher could be used online — apparently it can, but only through an unnecessarily convoluted process that involves paying the full price for the item then claiming a rebate — I grudgingly accepted and was on my way. I left immensely disappointed with the poor service I had received from CEX, and thinking that I would be considering things very carefully before making use of their services again.

Here’s the thing that annoyed me most about the whole thing: there was no sense of the staff wanting to help me. I was quoted policy and simply shut down without any discussion. No consideration was given for the fact that I had bought the item that same day and had returned it in the exact same condition in which it had been sold to me. No consideration was given for the fact that I had wasted £70 and was being offered store credit in exchange when there was nothing I wanted to spend it on in said store. No effort was made to make me feel better about what I freely admit is my own mistake. Rather than doing something that would have built goodwill and allowed me to leave satisfied and happy while leaving them no worse off than they had been before I bought the thing in the first place, I was simply the recipient of a speech that had obviously been given many times before.

Customer service is a fine art, and CEX in Chippenham is clearly sorely lacking. CEX’s return policy as a rule is unnecessarily harsh on those who make honest mistakes, and leaves no room for employees to “surprise and delight” a customer. I don’t think this case is actually in breach of the Sale of Goods Act as the goods do work as described — the stick worked fine on PlayStation 3 and the people at the shop didn’t explicitly tell me it worked on PC — but the fact is from a customer service perspective, CEX let me down. Store policies shouldn’t be so inflexible that they leave a customer walking out of the store dissatisfied, disappointed and upset. Apple are good at this, often exchanging items for free simply as a means to, as said above, “surprise and delight” their customers. Head into an Apple store with a pair of dodgy iPod headphones, for example, and the store team will usually swap them straight out for you, no questions asked. Go in there with a broken iPhone/MacBook/whatever that’s just out of warranty, and if you ask nicely they’ll often help you out as if you were still covered. And on those occasions when they do turn you down, there’s usually a good reason for them not being able to help you.

It would have cost nothing for CEX to help me out today. Had they refunded me and taken the stick back, they would have been no worse off than they had been this morning, and I would have left satisfied and confident in purchasing from them again. Instead, I am left with a piece of paper worth £70 and, currently, nothing to spend it on, as the Xbox 360 version of the stick is not available online. I am also writing about my poor experience on the public forum that is the Internet rather than praising them or simply keeping quiet.

So basically, CEX Chippenham, I’m exceedingly disappointed in the service (or lack thereof) I received today and will be thinking very carefully before I buy anything expensive from you again. You had the chance to surprise and delight me; instead you stonewalled me and flipped the bird. THANKS A LOT.