GameStop Apologizes for Deus Ex Coupon Kerfuffle

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GameStop Apologizes for Deus Ex Coupon Kerfuffle

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GameStop is apologizing for the Deus Ex: Human Revolution coupon kerfuffle with a $50 gift card and a two-for-one preowned offer.

GameStop really stepped in it with the PC version of Deus Ex: Human Revolution. After discovering that the game was packed with a coupon for a free copy from cloud gaming service OnLive, the company made the remarkably boneheaded decision to open all the boxes, pull the coupon and sell them without it. That went over about as big as you'd imagine, but then it managed to poke itself in the other eye by announcing the next day that it was pulling the game off the shelf completely until it had new, coupon-free copies. Preorders would be filled with existing copies but customers wandering in off the street would have to settle for the Augmented Edition or nothing at all; nobody was getting screwed too hard but in PR terms it sure didn't help.

But now GameStop is trying to set things right, or at least dial back the internet anger machine, with an email sent out to customers saying the company is "truly sorry" for putting them in the middle of a dispute between it and Square Enix. It's also offering some pretty solid compensation to make up for it.

"For your inconvenience, we would like to offer you a free $50 GameStop gift card and a Buy 2 Get 1 Free pre-owned purchase," it says. "We want to earn back your trust and confidence in the GameStop experience. Please bring in this email and your store receipt or order confirmation from GameStop.com and present it to a Game Advisor."

As Joystiq points out, GameStop stores are just getting this email themselves and employees will no doubt have specific processes to follow that may take a little time to filter down. In other words, don't go charging into the store and start yelling at the poor schmuck behind the counter just because he hasn't heard about this yet. A little patience goes a long way.

It's a generous apology - eligible PC gamers are effectively getting the game free - but the company dropped a mighty big ball when it started busting open Deus Ex boxes. What's the verdict, folks? Has GameStop bought back our love, or is this the sort of internet blood money we want no part of?

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The 50 dollar gift card and buy two get one free pre-owned purchases would be very nice. If they weren't essentially seeking to re-marry you to the company store.

The $50 gift card is nice, but considering you can't sell used PC games the buy 2 used get one free deal is pretty hilarious. That being said, I own all 3 current gen consoles but surely some people don't.

Also, my copy came with an OnLive coupon in it. I wonder if I can still get this deal?

I'm actually impressed, that's far more than I would have expected from them. In fact I expected them to do nothing but wait this out.

AC10:
Also, my copy came with an OnLive coupon in it. I wonder if I can still get this deal?

Definitely try it, I would

It's a nice apology, but the big problem here was the discovery of Gamestop's business methods. It doesn't matter how good their apology is, their trust is lost to those that hadn't already lost it long ago.

There's no use in holding a grudge. This is a nice thing to do. They messed up and they're acknowledging it. I can't fault them for it.

I think that's a pretty good deal. I still think that the situation shouldn't have gotten so bad
and they are still going to take a PR hit but this at least is something.

It's a nice apology for essentially selling mangled pre-opened merchandise, but still, the lack of being able to cloud the game definitely would hurt. Throw in a CD crack that isn't a virus Gamestop and I'll say you have made up for this.

Regiment:
There's no use in holding a grudge. This is a nice thing to do. They messed up and they're acknowledging it. I can't fault them for it.

I don't imagine you were one of the people who suffered an offense in the first place. Am I right in assuming this? Am I also correct in assuming that you were always in their corner anyhow? Oh wait I don't have to assume I can quote your other posts:

Regiment:

If your game hasn't been played and if all of the paperwork is still present, it's new. Just because it's been opened doesn't make it less so.

You couldn't fault them at their worst, so the measure of the means falls short by any estimate you can provide. You failed to understand exactly what they did wrong in the first place. Of course you can't hold a grudge. But that isn't a matter of their virtue so much as your bias.

I didn't get this email, and I don't have my sales receipt (they forgot to give it to me), so I guess I'm screwed.

There is no forgiveness to be had for Gamestop. I hate their stores, I hate their policies of selling opened games as new regularly and I hate that all the worst copies of used games find there way to their stores. But what I hate above all else is that is where you have to trip over young children and clueless parents to find what you want (which is often never there in the first place) I told them to bite my shiny metal ass and blacklisted them a long time ago.

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While this is a big thing for Gamestop because they ARE Gamestop,for any other person,place or thing in the gaming industry,this is a poultry amount of an apology. PSN going down didn't cost you any money,but you got 4 free games (More if you have accounts in other parts of the world) free trials of Music Unlimited and PS Plus,and a bunch of shit for PS Home (If you use it)

God only knows what Valve would do if they had to do something like this,maybe give everyone effected 1,000 dollars and a blowjob.

Alphakirby:

God only knows what Valve would do if they had to do something like this,maybe give everyone effected 1,000 dollars and a blowjob.

Nonsense, they'd give you tf2 hats and you know it.

Ghengis John:

Alphakirby:

God only knows what Valve would do if they had to do something like this,maybe give everyone effected 1,000 dollars and a blowjob.

Nonsense, they'd give you tf2 hats and you know it.

Oh right,I forgot that they had to compensate for something before. (TF2 is F2P!)
Still,their sales are pretty fucking awesome.

All because OnLive and Squeenix were practicing underhanded buisness.

Kudos to GameStop for giving all this away when they shouldn't have to.

Seen worse damage control.. and a $50 gift means you more or less got a 2-for-1 deal (since you spent money and need to use it on another game) and on top of that a 2-1 on used... just thinking about some recent damage control say Sony's well this is a lot better..

Yeah Gamestop didn't need to do this, all they really needed to do was accept returns on opened boxes to be okay with me. Still, it is a generous and sensible gesture. I'm guessing though, there weren't many PC versions of the game sold by Gamestop, so this won't cost them too much, but given the stir this has caused their attempt to make good can be seen as cheap advertising.

No change though in buying my games digitally or through Amazon.

Sober Thal:
All because OnLive and Squeenix were practicing underhanded buisness.

Kudos to GameStop for giving all this away when they shouldn't have to.

Is including the game manual underhanded? Because often a game manual has advertisements for other games that publisher is putting out soon, or are already out.

And there is a good chance GameStop doesn't carry that game, because said advertised game usually isn't one of the publisher's more popular titles, and GameStop is incredibly bad about stocking games in their brick and mortar stores. If you're ordering online, you can get it cheaper from...pretty much anywhere. So isn't that driving business away from GameStop?

Isn't any game that requires Steamworks driving business away from GameStop? Isn't any game containing a Project $10 coupon or Online Pass driving business away from GameStop (lets not pretend most of their profits don't come from used game sales)?

It's a slippery damn slope, and they're on their way down it.

Frostbite3789:

Sober Thal:
All because OnLive and Squeenix were practicing underhanded buisness.

Kudos to GameStop for giving all this away when they shouldn't have to.

Is including the game manual underhanded? Because often a game manual has advertisements for other games that publisher is putting out soon, or are already out.

And there is a good chance GameStop doesn't carry that game, because said advertised game usually isn't one of the publisher's more popular titles, and GameStop is incredibly bad about stocking games in their brick and mortar stores. If you're ordering online, you can get it cheaper from...pretty much anywhere. So isn't that driving business away from GameStop?

Isn't any game that requires Steamworks driving business away from GameStop? Isn't any game containing a Project $10 coupon or Online Pass driving business away from GameStop (lets not pretend most of their profits don't come from used game sales)?

It's a slippery damn slope, and they're on their way down it.

No, I don't think manuals are underhanded, nor is advertising another game. That has nothing to do with this.

GameStop has services for online buying, that's kinda the whole point on why they didn't like this, so no again.

Not sure what you mean about steamworks and project $10. Also,

-'Pre-owned sales of games and hardware accounted for 47.4% of the company's total profits last year.

While the company has made $1.9 billion in sales, up 3.5 percent from the same period last year, its strong pre-owned sales figures can not be ignored.'-

It's obvious that the 'internet forum rage machine' doesn't speak for the majority of gamers.

Was talking with the manager of my local Gamestop during my lunchtime walk this afternoon. While he couldn't say too much, he did indicate that the corporate management nitwit who thought that pulling the coupons out of the boxes, then simply pulling the product, is now exploring other more exciting career opportunities in the "you want fries with that" industry. If that's the case I'll cut Gamestop some slack on this one. Just because it would be refreshing to hear about some corporate toady actually being held responsible for this sort of stupidity.

More bribery than apology >.>

How can we get back your trust? Will money help? Money always helps

Andy Chalk:
Has GameStop bought back our love?

Yes. I'm satisfied with this response. They recognised they had done wrong, apologised, and did something to make up for it. I say that's a good response, and I forgive them. Water under the bridge.

I'll still only buy from them when my local indie store doesn't have what I want, but that's no different than how it was before, so it's a wash.

They honestly should have just pulled teh game from the shelf in the first place and told customers to go piss and whine to Square Enix.

but since Id idnt buy the game, I'm not bothered. I've never not liked Gamestop, but then my local one is rather good at its job and I have to say fair (though they dont seem to operate like regular gamestops). They simply refused to sell the games in the first place and gave customers the email and mailing address to Square Enix offices and said tell them about it, we're not executing deals that werent spelled out to us in the initial contract.

Ghengis John:

Regiment:
There's no use in holding a grudge. This is a nice thing to do. They messed up and they're acknowledging it. I can't fault them for it.

I don't imagine you were one of the people who suffered an offense in the first place. Am I right in assuming this? Am I also correct in assuming that you were always in their corner anyhow? Oh wait I don't have to assume I can quote your other posts:

Regiment:

If your game hasn't been played and if all of the paperwork is still present, it's new. Just because it's been opened doesn't make it less so.

You couldn't fault them at their worst, so the measure of the means falls short by any estimate you can provide. You failed to understand exactly what they did wrong in the first place. Of course you can't hold a grudge. But that isn't a matter of their virtue so much as your bias.

I understand what they did wrong, but they're giving a full refund and a token coupon. If you bought the game from them and didn't get the OnLive ticket, you're $50 ahead. Granted, that's only usable at GameStop, but you essentially got your (incomplete) copy of the game for free.

I didn't buy the game, and I would be annoyed if they had pulled the ticket without my knowledge, and I wouldn't buy an incomplete game from them. I'd still think that getting Deus Ex for free - even one copy of it - was a win for me.

I'm not in anyone's "corner". It isn't us versus them. GameStop was wrong to pull the tickets, but saying "we're sorry we took the second copy of your game, so the one you got is on us" is pretty nice. And besides, all I meant to say was that holding a grudge is never good. GameStop screwed up, but then they apologized and offered to pay for their mistakes, literally. It's a nice thing to do.

Gamestop removing the OnLive coupons from the games didn't offend me at all, it was surely a stupid thing for them to do especially considering that Gamestop's Cloud service isn't even public yet.

I will still buy from Gamestop because the local Gamestop is close, I am on good terms with the employees and know some of them personally. But Gamestop is and never was the only place I would buy gaming stuff from, just if their preorder deals are sweet enough. I;ll buy from eBay or Amazon equally as much as Gamestop.

I have no interest in OnLive or Cloud computing/gaming in general so the whole affair was not that big of a deal to me, but it is good for a laugh at yet another example of how dumb and out of touch the corporate element of the game industry is.

The gift card and the used games deal is a nice offering from them and I will take them up on it hehe.

I'm fairly sure that Gamestop owns the EB franchise here in Australia.

And i HATE EB. So steam all the way!

My local gamestop manager laughed at that initial email and sold the pc copies unopened. See the thing gamestop fails to realize is, a lot of their employees are gamers too and some of them have integrity.

Regiment:
And besides, all I meant to say was that holding a grudge is never good. GameStop screwed up, but then they apologized and offered to pay for their mistakes, literally. It's a nice thing to do.

I'd like to agree with you in theory, because conventional wisdom holds that bearing a grudge is a pretty ugly and uncharitable thing to do. And then again conventional wisdom also holds to the notion "once bitten, twice shy." There are occasions where "holding a grudge" is simply the intelligent thing to do. If you've loaned someone money and they never pay you back it would be foolish to loan them more. Likewise if someone continuously undermines you despite your attempts at reconciliation it would be foolish to grant them another opportunity to do so. There is a reason we evolved the greasy black emotions that form a "grudge". And that reason is that sometimes a "grudge" is useful. Sometimes "grudges" protect us. Sometimes a "grudge "is simply the result of accumulated wisdom. This would happen to be one of those times.

They fucked up BIG TIME... I think that this is an acceptable apology. But they still really screwed up..

Ghengis John:

Regiment:
There's no use in holding a grudge. This is a nice thing to do. They messed up and they're acknowledging it. I can't fault them for it.

I don't imagine you were one of the people who suffered an offense in the first place. Am I right in assuming this? Am I also correct in assuming that you were always in their corner anyhow? Oh wait I don't have to assume I can quote your other posts:

Regiment:

If your game hasn't been played and if all of the paperwork is still present, it's new. Just because it's been opened doesn't make it less so.

You couldn't fault them at their worst, so the measure of the means falls short by any estimate you can provide. You failed to understand exactly what they did wrong in the first place. Of course you can't hold a grudge. But that isn't a matter of their virtue so much as your bias.

Nice job on that ownage, man. I always love to see it stuck to people who claim opened copies can still be new. They aren't. Remove the shrink wrap and it's used. Don't believe me? Not even GameStop will let you return a game you bought new if you remove the shrink wrap. GameStop even knows that removed shrink wrap = not new. They just don't care enough about the customer to hold themselves to the same standard when they open new games and then sell the now used game at a new game price. Anyone who defends GameStop for doing that clearly loves a corporation that doesn't love them back or even care about them way too much.

Gamestop lost my sale from the very start by virtue of not having adequate stock of the game at their store. I was prepared to buy it, they didn't have it, the local Target got my gaming dollar instead.

That said, combining their lack of a real PC gaming selection with this kind of underhanded BS (if they open the box, it's not new any longer, period) makes me very disinclined to buy from them in the future. I don't want to be wondering if there was something in the box that bothered them in the future, leading to them removing it. Yes, they are trying to make up for it, but this sort of thing is indicative of the Gamestop mindset. I just don't feel I can trust the company at all.

Well, I still think ripping open boxes is a dick move, but this is a damn better apology than Sony and their kerfuffle. (OMIGOSH, kerfuffle is a real word!)

They try to undercut a competitors deal and then 'make up' by providing incentives for you to do your business at Gamespot? This isn't an apology, this is some pretty sly marketing.

I can imagine that the $50 game voucher will, for many, be their last gamestop purchase.

Sure, its nice that they really are willing to put their money where their mouth is and do right by the customer but that is only because they got caught. If someone had not leaked that email they would not feel any shame over fucking us over and they are going to fuck us over again and just hope they do not get caught.

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