I just saw Schlotto's post about Goozex Support not replying to his emails, but his thread was locked so I'm starting my own.
Last Friday I received Left 4 Dead 2 (PC) via Amazon from the Goozex Exchange. The problem is that I ordered the Xbox 360 version of the game for my boyfriend for Christmas. Immediately I checked my Goozex Exchange confirmation email and it did say I ordered the correct 360 version. Next I sent Goozex Customer Service an email explaining the situation and hoping they would rectify it. An auto-response email came from them stating I would get a response within 72 hours. Then I remembered that I forgot to attach the photo I took of the Amazon invoice and the game so I sent another email containing that.. Since it was Friday afternoon and I assumed Goozex staff doesn't work weekends I gave it until Wednesday to respond. Well I check my email throughout the day and still no response so I send another one. It's now Friday and I still have not received an email in the past week. Since I follow Goozex on Twitter I sent a short message asking them to contact me and they never replied either. I've tried to be patient, but this is a gift and I know shipping cutoffs for a guaranteed delivery by Christmas are coming soon so I wanted to make sure I would get the game in time. At least a short email saying "We're working on it" would have sufficed, but this is getting annoying. Please help!
This situation has been handled and resolved.
Damn straight they are! I don't have a problem with 360, and truth be told, when I play multiplayer games, I do wish it was over LIVE instead of PSN, anymore. With what I went through with their customer service, though, I just absolutely will not play a game on the wife's xbox if it's available for ps3.
Customer Service is very important to me, and I'll completely withdraw my business over it. Goozex is slow on the draw when it comes to CS, but they're hands down one of the best CS experiences I've ever had with a business. In my view, it's worth waiting for if it gets done right.
mafafu: Maskim: They take a while, yes. Since Thanksgiving they take longer than I'd like. What's important, though, isn't that it can take a week to get a response, but that when you get the response, they are on top of it, and get the problem resolved. I've been dealing with EA, who has multiple customer support teams, regarding an issue of not being able to download DLC I purchased. After nearly a month (Yes, a month, and it's a major corporation with dedicated CS folks) the closest I've gotten to a resolution was 2 weeks ago when they sent me an email saying I should consider buying it again, and they wouldn't refund me the original purchase. Since then I get automated emails telling me to respond within a day or they will close my case, and that's all. Goozex may not have the resources you'd like, but unlike those big corporations, they give a damn about you, the customer, and not just your money. Lord knows they are better than Microsoft CS. To the OP - I did flag this thread for the G-Team to pay attention to. I mentioned that you got this game as a gift, so hopefully they see it over the weekend. Be assured that they will help you as soon as they see the message.
Maskim: They take a while, yes. Since Thanksgiving they take longer than I'd like. What's important, though, isn't that it can take a week to get a response, but that when you get the response, they are on top of it, and get the problem resolved. I've been dealing with EA, who has multiple customer support teams, regarding an issue of not being able to download DLC I purchased. After nearly a month (Yes, a month, and it's a major corporation with dedicated CS folks) the closest I've gotten to a resolution was 2 weeks ago when they sent me an email saying I should consider buying it again, and they wouldn't refund me the original purchase. Since then I get automated emails telling me to respond within a day or they will close my case, and that's all. Goozex may not have the resources you'd like, but unlike those big corporations, they give a damn about you, the customer, and not just your money.
They take a while, yes. Since Thanksgiving they take longer than I'd like. What's important, though, isn't that it can take a week to get a response, but that when you get the response, they are on top of it, and get the problem resolved.
I've been dealing with EA, who has multiple customer support teams, regarding an issue of not being able to download DLC I purchased. After nearly a month (Yes, a month, and it's a major corporation with dedicated CS folks) the closest I've gotten to a resolution was 2 weeks ago when they sent me an email saying I should consider buying it again, and they wouldn't refund me the original purchase. Since then I get automated emails telling me to respond within a day or they will close my case, and that's all.
Goozex may not have the resources you'd like, but unlike those big corporations, they give a damn about you, the customer, and not just your money.
Lord knows they are better than Microsoft CS.
To the OP - I did flag this thread for the G-Team to pay attention to. I mentioned that you got this game as a gift, so hopefully they see it over the weekend. Be assured that they will help you as soon as they see the message.
Fair points. There is no doubt that they will take care of you once you get a hold of them.
I sent NinjaJ a message on Skype with the details, he's now looking into it. I hope things get resolved quickly cleaner7
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cheeznrice: I sent NinjaJ a message on Skype with the details, he's now looking into it. I hope things get resolved quickly cleaner7
Thanks cheez.
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Although Goozex's CS isn't lightning fast IMO CS is NEVER lightning fast. Also every issue I've had with them has turned out Great! They make sure to get it right
Gary Johnson For President 2012!
Thanks! Ninja PMed me immediately and I just explained the situation in a reply PM. This gives me hope that the situation will be dealt with and I'll get the correct game soon since it is probably a unique situation.
I love Goozex overall and understand that the team is small, but I agree with others about the lack of Customer Service response and the amount of time it takes to get one. Hopefully the team will expand to make their CS department more efficient since the service has grown so much.
Considering the things Ive had to get goozex to do for me through support, I can say that they do a damn good job compared to most companies I've dealt with online. Like someone said earlier, try getting EA to do something. Or Activision. Activision took over 1 month to answer my email about a game manual. Goozex is just overworked right now due to holidays, and its gonna be backlogged till after the first of the year cause of it, just like the USPS. Have a little patience and don't panic.