(Drew accidentally posting as Steph)

Edited by - Steph on 3/20/2004 9:18:01 PM

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I just saw your post, and wanted to respond.

I have worked at Game Link since September 2003, and have just recently (past 3 weeks) started doing some work in the customer service department.

It is in that capacity that I would like to let you know that I would be happy to talk with you and resolve ANY issue that you have with the service, the products you received, or concern you have with the privacy policy.

I know that Game Link is committed to providing excellent customer service, and if your experience has been less than that, we would like to hear about it, not only to resolve it for you, but to ensure that others are completely satisfied.

To that end, I'm posting my email address and phone number at the company for you, or for anyone else who has had anything less than a great experience with Game Link, to contact me to resolve the issue.

Rachael Brennan
Game Link
415 575 9700 ext 100
rbrennan@gamelink.com

Thank you for taking the time to express your experience.

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I wanted to follow up on this posting.

First up, unfortunately nobody has contacted me with any specific issues for me to look into, and deal with.

Or, maybe that is "fortunately" as it implies that there isn't a lot of really upsetting issues out there. Or as someone suggested to me, maybe the original posting was a competitor slurring our name?

In any case, I want to give you all this update on the issues raised:

I checked down with our shipping department, and had a look at how they package stuff. Nothing appears to be being "scrunched/squashed into boxes."

I went to our website and reread our "flat lie" privacy policy. There is nothing in that that I can't completely stand behind, and say that we live up to.

And, looking at our "non-existent" Customer Service, we offer phone service from 7:00 a.m. - 7:00 p.m. PST Monday through Friday, and 9:00 a.m. - 6:00 p.m. Saturday and Sunday. As a rule, all email is answered every day, with an average response time of less than 12 hours.

On the points that other people have raised.

First, our prices. Yes, there are places you can get cheaper product. What we pride ourselves on offering, in addition to a very wide selection of legal products, is excellent, reliable, discreet and honest service. We offer the technology to stream or download content. We offer privacy to our customers. And we have the credibility that comes with having been in business more than 10 years!

Second, backordered item /stock status indicators. This is an issue that has largely been addressed by our new back-end system, implemented in February 2004. We do have additional enhancements planned for later this year to add information about the time to ship.

So, Liam, if you are upset with the Game Link service. Or if anyone else has an issue, PLEASE do contact me. I'd like to have the opportunity to prove the Game Link values.

Thanks,
Rachael

rbrennan@gamelink.com
415-575-9700, ext. 100

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With backordered items, your credit card is only charged when the item is shipped to you.

So, although I don't have enough information to look up your account (and feel free to write to me directly, or to support@gamelink.com if you want us to check on specifics) based on what you are saying, you have only been charged for that which is shipped.

:-)
Thanks for asking! Enjoy the products.

Rachael

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The privacy policy issue is the main problem. The scrunched box issue is true. But despite the fact that the item's "manufacturing box" was "bent out of it's original shape and partially squished" from the inappropriately sized shipping box the item itself was not damaged. So I included this because I didn't like the "scrunching" but I wouldn't have posted just for that.

As to the privacy policy: it explicitly states some things customers can expect (I'd rather not say exactly what right now). I requested these things right at the start of my order. But they were never honored. And my emails for support (4 I believe) recieved only one response that said they couldn't help me.

PS: I don't like to post "negatively" like this. But I felt strongly about this problem because the reason I ordered from Gamelink was because of the privacy policy statements. And they were not honored. I'm still kicking myself over the experience (i.e., I wish I'd never made the order).

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But also, before making orders from a company I like to do an ADT search for other customers' experiences with the company. I often read the posts to gauge the company. If I had read a post such as mine talking about a problem someone had with the privacy policy, it would have helped to inform my decision on whether to order from that company and if I did order from them I'd have an idea of what I could expect. So I also posted because of a feeling of responsibility to the other ADT peeps who might be interested in knowing my experiences, so to better inform their choices.

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I understand there are things you don't want to post on a public message board. But if you are going to complain about their privacy policy not being accurate we need to know what specifically is inaccurate. We being me (I often get questions about stores privacy policies via email), other potential customers reading this, and Gamelink.

We, of course, do not have a problem with negative posts about a company. We just need specifics - eg instead of saying their customer service is non-existent, let us know how you tried to reach them and how long you gave them to respond.

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Good to see you back on the board, Liam. Hope you had a good trip away.

I see an email in my inbox, and I'll look into the issues and respond to you personally today.

Ramsey, I was happy to be able to respond to your email, and hope that all your questions were answered to your satisfaction.

Thanks, Drew/Steph, for your calm voice and rational questioning.

Rachael Brennan

Edited by - rachaelb on 3/25/2004 12:15:25 PM

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Next question: viewing boxcovers on your site is really a problem, it's way way too small. Any chance of being able to watch boxcovers more bigger like fullsize screen, both the front and back.

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This is getting to be a regular thing in the mornings -- I'm likely to end up addicted to AdultDVDTalk!!

Responding to posts in chronological reverse order:
Evil Angel Is Best: :-) Yeah, I know what you mean -- supporting local business and all that. I'll pass on the feedback, but can't promise across-the-board results there. However, if you choose to sign up to any of our mailing lists (requires double-opt-in, of course) then we do often have promotions which reduce the price on products that you are most likely to be interested in.

liam: Thank you for starting this thread, for interacting with me, and helping me to get to the bottom of the problem you experienced. And for posting your recent update to Adult DVD Talk.

Ramsey: Viewing boxcovers. Yes! I like your idea. In the way Amazon allows you to look at the book cover, and read some of the contents? It may already be in the works, but in any case, I'd love to pass it on to the website design team to consider. Realistically, it is not a change that can happen in the near future, but I like the idea of having something like that in the works.

Which brings me to another point that you have all inspired. I was wondering if any of you would be interested in being on a "Game Link customer feedback team" and offer your feedback on design changes or new proposed implementations, on occasion? If so, it could be an opportunity for you to help shape the Game Link of the future, and an opportunity for us to get real external input.

If anybody is interested, I'd be happy to coordinate communications with you. Feel free to email me off-line.

Thank you again,

Rachael Brennan

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Probably outside the scope of my expertise, but I did join up so I could understand it better. And forwarded the suggestion to our Director of Sales to look into also.

:-)
Thank you,

Rachael

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