I should have known better. I ordered an account from this company four days ago. I received the account details via e-mail the next day, and the correspondence between myself and the company thus far has gone smoothly. Upon logging into the account I realize that several items are missing along with currency. Thinking that since customer service was so eager to help take my money, they would be willing to help correct my problem as well. Wrong!
The I sent the "account managers" an e-mail expressing my disdain with the product three days ago. One day later I had not received any type of e-mail — not even a cursory acknowledgment e-mail. At this point, I sent another e-mail asking how long the process usually takes. Six hours later an account manager graciously replied, and I thought to myself, "Finally, now this will be taken care of." Wrong!
The account management fellow asked me what all the account was missing, so I proceeded to list them in the e-mail. I also mentioned that if they could not give me the items promised, then I want a full refund. Almost 50 hours and two e-mails later, they still have not even bothered to let me know the status of this problem. Everything has been ignored. I found their phone number — all of my calls were ignored.
At this point I had become extremely frustrated with the company, and filed a complaint with the BBB against them. I sent them an e-mail informing them of this — still no reply.
As a last resort I contacted their live support line. The customer service rep. Confided some, what seems to be, little known information about their service. Per the customer service rep's wishes I will not include her name in this report. Below you will find a transcription of the conversation that I had with the customer service rep. *Warning: Long*
[Live Chat Team] Hello! This is %, how may I help
you?
[Visitor] Yes, may I have the telephone number to reach
GamePal Inc please?
[Live Chat Team] We do not have a help line currently, I'm sorry.
[Visitor] Okay, but there is a headquarters for this
company, which I would think has a telephone.
[Live Chat Team] If they have one, they didn't give us the number.
[Live Chat Team] Live Chat is not run by GamePal or
Account Gear or any of these accounts websites, we're
just a third party customer service company hired by them to handle general inquiries in live chat.
[Visitor] Ah I see. So if you were to have a problem how
would you contact them?
[Visitor] I apologize for seeming rude, but GamePal
violates all the golden rules of good business, and I've had enough of it.
[Live Chat Team] I send them an email which they
deliberately ignore because I'm an "employee" even
though I don't work for them but they're confident that
I wouldn't have a case to try to sue them.
[Visitor] ROFL
[Live Chat Team] It's the truth, for what its worth.
[Live Chat Team] Supposedly they do answer customer
emails, but they do it in their own time and it's not good enough.
[Visitor] Well, an e-mail I sent about 50 hours ago still has not been answered, so I filed a complaint with their local Better Buisness Bureau.
[Live Chat Team] Technically we're not supposed to speak
with people who have filed complaints against the
company.
[Live Chat Team] They are trying to keep up with things,
they've just got a horrible sense of time management and
are too proud to admit it and hire more employees.
[Live Chat Team] If they got an efficiency consultant I'm sure everything would turn right around.
[Visitor] It just seems ridiculous that they don't have the professionalism to at least acknowledge receipt of an e-mail... Really it just pisses me off.
[Live Chat Team] Yeah.
[Live Chat Team] You'll probably get a strange email from a manager asking if you've been taken care of soon.
[Visitor] hahaha
[Live Chat Team] It really infuriates live chat when they do that.
[Live Chat Team] It's rather insulting to the customer
because they don't even bother to check to see if it has
been resolved, and then they come in here asking to speak with whoever emailed them.
[Live Chat Team] Which, of course, can't happen since
they don't have access to the live chat.
[Visitor] The whole system is messed up it seems.
[Live Chat Team] Live Chat would be OK if they just gave
us access to the vendor system.
[Visitor] Hopefully when the BBB calls them on my behalf, something will get done.
[Live Chat Team] I wouldn't mind if it was limited access so we couldn't cancel things or anything, but at the very least we should be able to update people on their order statuses or let them know if there are notes on an order so they know what is being done.
[Live Chat Team] But they're concerned about letting
people outside of the company have access to vendor for
fear of us sabotaging them or something.
[Visitor] I agree. I feel bad because I wasn't aware that this was a 3rd party run program. I tend to get very snippy.
[Live Chat Team] It's fine.
[Live Chat Team] We usually don't mention it to people
since it makes them happier to think we work for
whatever company the live chat is for.
[Visitor]: (
[Visitor] Can't you complain to someone about the
contract with GamePal?
[Live Chat Team] The managers are well aware of the
situation.
[Live Chat Team] But there isn't anything they can do to
end the contract currently.:-
Obviously the company has some problems they need to think about addressing. Bottom line? Don't buy anything from GamePal Inc. It's a Ripoff!
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