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Currently, the gamers club section is flooded with "I didn`t get my 2x RZ pts for a trade" & "I didn`t get my 10% trade in bonus" threads. Dedicated reps help end this trend & free up web resources for issues that are more serious. Alot of times the 10% is less than $5 but people are still posting about being shortchanged.
A new customer joins GCU in-store then wait in the CS line for 20 minutes behind people returning/exchanging or even trading in games. They finally get to do their trades which takes another 10-20 minutes to receive a $400 BB giftcard($200 base + 100% bonus). Then later they realize they lost out on an additional $20 in credit b/c the rep didn`t correctly add their 10%. If they`re still in the store they can hope to redo the trade for another 10-20 minute wait or have thew manager deduct $20 off whatever they`re purchasing. Not exactly the experience you wanna provide for a premium $120 paid program is it. I can only imagine what a customer thinks when another customer walks a rep thru the entire trade in process right before they are going to do a trade, customers have even asked me if I could "stick around" while their trade is completed during this process they realized they`d never received the 10% even after being a member 8+ months.
Direct from walmart
"we’re actively taking aim at the $2 billion pre-owned video game opportunity", “When we disrupt markets and compete, our customer wins. They’ll save money on video games and have the flexibility to spend it however they want" & Walmart’s video game trade-in program is easy. Customers bring their working video games, in the original packaging, to the electronics department.
Direct from Gamestop
Wal-Mart is the world's largest retailer. Though GameStop has shook off competitors like Best Buy and others before, Wal-Mart is no doubt a special circumstance that would call for an aggressive move like this.http://www.gamespot.com/articles/report-gamestop-offering-extra-in-store-credit-to-fight-off-wal-mar...
The game counter was never fully realized in my area stores, mostly because the counter was not staffed by a dedicated employee during all store hours. About half of the time, I would have to find someone in another department to try to find someone who knew gaming over the radio. I don't mind waiting at customer service in general - the waits have been generally better on average.
The real problem is that the trade in software is not user friendly for an untrained employee. There should be no reason that someone should have to look up my GCU information when a My Best Buy card can be scanned at any time during a purchase transaction on the same computer without any additional keystrokes. It should scan in the same way a game is scanned for value, and there is an existing habit to scan it when someone holds one out.
Alternatively, the trade transaction should stop an employee with a prompt looking like the worst GeoCities site ever made that should say something to the effect of "You didn't apply a GCU bonus to this transaction, did you not succeed at upselling the customer on the program, or did you forget to enter it in the comically large neon green area before submitting?"
Right now GCU feels like a rebate program, not a loyalty program. Every benefit is on the customer to manage - usage limits, making sure they get the right amount for trades, etc. Rebates can be very lucrative for the consumer, but they are built around discouraging redemption. Loyalty programs work best when the company encourages you to use the benefits at every opportunity. Countless other retailers and restaurants ask me for my card in every transaction, and so should Best Buy.
COMPLETELY AGREED, shouldn`t have to post examples of how the trade in process should work to ensure all things go smoothly.
GCU membership cards supplied in the welcome kits scanned at the time of trade or via phone # is all that should be needed. If a customers card is expired when scanned offers to renew should be automatically prompted along with the amount they`d lose w/GCU as temptation to renew.
First things first they need to bring back the good trade values before they bring back the trade-in counters. It's been MONTHS since I did a trade-in at Best Buy. Why? Because the trade in values AND the amount of time it'd take to do a trade at customer service are laughable at this point to me.
About the only time I've done a trade-in in the last six months was probably when corporate forgot to take down the 100% banner the day after it ended at the end of a week. The values had risen back up to their pre bonus levels. I got almost full MSRP for a couple games that I think I had paid way less than that for.
I mean, I'm not saying the company should offer values that would have them losing money(ala WalMart and their $47 trade value on Ni No Kuni even before the in-store program went live :-P), but it's a case of either feast or famine with values in regards to BB.
If your game is more than 6 months old, you can expect to get what amounts to enough for a pack of gum and a Coca-Cola at the front registers for them. A little parity would definitely be nice is all I'm saying.
You are going to find, and not in the far future, that most games will only work for one console or PC ever.
I have read articles about the distributors offering to let you unlock a game on a new device IF you pay them a fee like $10 or $15
Best Buy taking trades on used games is kind of a wash. Thats what GameStop is for.
Taking trades on PS3 and 360 games is a losing propostion as they fade away.
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