PC Gaming

[Diastikar]

Good day,

I just wanted to take a moment and provide some constructive feedback to Future Shop on what the gaming community expects when they pre-order an item since there seems to be some inconsistancies.

1. If you are offering a pre-order on an item you need to guarantee release day availability

2. If you are offering a pre-order on an item you need to guarantee the product is shipped on release day or prior when possible

3. Pre-orders should be shipped in the order they were received

It is very frustrating to the customer when the above expectations are not met and this causes us to look elsewhere for our purchases. As an example, I pre-ordered Star Wars: The Old Republic standard edition on June 9th, 2011. The product was released yesterday and my pre-order has still not shipped. As a result I am purchasing the product from another retailer and am strongly considering switching retailers permanently.

I'd greatly appreciate it if you would provide this feedback to management. Thank you.

[Juice0904]

The thing is, this forum is a user-based one, and not an official support forum. The people that post here, including Future Shop employees, are doing so of their own free will and are not being compensated for it. This is a support forum in the sense that you can get support from other users and people who use products sold by Future Shop, and can get general tech advice and basic troubleshooting. As far as an official support forum, this is not one. It's not a customer service tool, nor is it a place where official complaints can be made. That's why customer service exists. Make your complaints there, as you'll get a lot further than you will here.

Your situation sucks, but this isn't the place to go to get official help or an official solution from. The forum rules state this, so it shouldn't be coming as a surprise.

Disclaimer: My posts are my own and I am not trying to speak on behalf of Future Shop.

JB

[Diastikar]

I realize this, which is why this post is entitled "Feedback" not "Request for Support". I am not looking for official help or an official solution. I understand Future Shop employees read this forum on their own free will. I am asking that one of those employees take it upon themselves to raise this issue at their next meeting or mention something the next time they sit down for coffee with a manager in the break room with no other motivation than to improve the company they work for.

Emailing customer service results in receiving a copy/paste precomposed response. 

[t839515]

Just got off the phone with customer service...  pre-ordered 2 CE's in July so there's absolutely no reason why my order shouldn't have been fulfilled especially when I've been reading on here that people who ordered CE's as late as september managed to get their order...  and now it's a craps shoot given what CS has told me... if they can't get any more from the vendor, then my order will just be cancelled... thanks 

[Calleran]

Honestly I would be happy if the late preorders got -some- kind of gesture for hanging in there.  A game time card, for example.

Receiving a canned response from customer service and no compensation or acknowledgement of botched preorder is worse than saying nothing at all.  If you want to restore my trust you need to say:

1) This is how we screwed up

2) This is what we're going to do so it never happens again

3) This is something of value we're giving to you, no strings attached.  We hope to win back your trust so you'll try us in the future.

Yes, I recognize that the staff posters do so here on their own free time… but I got here from futureshop.com not some anonymous message board.  If FS wants to enjoy the good will of this two-way communication they (as a business entity) must also be willing to deal with the bad when it comes up.

[Juice0904]

@Calleran,

They are willing to deal with the bad - through official channels at customer support.

As for restoring trust, I agree that those things are reasonable requests, but you should be telling customer service these things - the forum is not customer service.  The people who post here (like myself) are not equipped to deal with issues meant for customer service.

JB

[Calleran]

@Juice0904 I certainly have told customer service this.  Based on the responses I've received so far I'm not holding my breath.  

Posters like Godwin and yourself are the only reps from FS that show any sort of sympathy or understanding whatsoever.  I've made as much noise as I can in attempt to make the preorder foul-up right: on the phone, in CS emails, and on the forums.  I hope that eventually a decision-maker will get back to me with a message that doesn't include "We value your business, but at this time…".

I don't want to shoot the messenger and antagonize you or other volunteers — but you have to understand that there are dozens, if not hundreds of people fuming mad at Future Shop right now.

[JS]

Thanks for the feedback everyone, I will forward this thread to our community manager.

[Juice0904]

@Calleran,

Just a note - I am not a Future Shop rep. I am neither employed by Future Shop nor am I attempting to speak on the company's behalf. I'm simply a regular person who attempts to help others. You have to remember that the mods are trying to do the same thing within the parameters they are given and within the rules and regulations of the forum. They;re not trying to brush you off, and if anything they are being more helpful than I can be because they can escalate your issue to the customer service department directly (and have done so). All I can do is try to steer you in the right direction and hope for the best.

JB

[Calleran]

@Juice0904 I appreciate that.  I wasn't seeing the distinction between ambassador and staff but thanks for pointing that out.  Thanks for being patient with me.

And with moderator confirmation that somebody further up the chain will read my comments I've achieved my objective.  Now I'll wait and see if I order next year's Blizzard CE boxes from FS or not based on the quality of the response.