Today is the big release day for Fallout 4. Months ago I made a quick post about how my fiancé and I, like many of our friends, had pre-ordered the Pip Boy edition, exclusively sold in the UK by Game.
What we didn’t realise was that we would be entering essentially a Lucky Dip as to whether or not we would get it, and at the price we expected.
Straight away I feel like I should point out that luckily we have received our confirmation email that our copy will be delivered this afternoon, so a tiny part of me feels a little unqualified to comment on this farce that is Game’s exclusive. However, this morning I had a conversation with a very good friend of mine who had gone so far as to book a week’s holiday in order to immerse herself and enjoy the game she pre-ordered 5 months ago. She was charged by Game not for 1, but 2 copies of the game (despite not ordering that many), and today she was heartbroken to find out that despite this, and despite so many phonecalls to their ‘customer service’, she would not be receiving a copy of her game on time, and possibly not at all due to their incompetence at recording her address.
Unsurprisingly she’s pissed, and I would be too if I were in her position. And infuriatingly she isn’t alone. If you search the hashtag #pipboyedition on Twitter you’ll find complaints from upset gamers wondering why their orders got cancelled. Accusations of trickery, incompetence, downright theft – and yet amongst all of this you also see tweets and pictures of Game selling copies of the sold out Pipboy edition in store as part of the midnight release. No wonder #BoycottGameUk is also on Twitter.
So is this Game’s first attempt at a massive UK exclusive and it just happens to have gone wrong? Sadly no – its not even as if they have a good history of these kind of releases and this is just the first one to fail this year. Just a few months ago there was the colossal cock-up with people that pre-ordered copies of Mario Maker getting double-charged. Further back in 2012 with the release of ME 3, there was the blunder of Game not sorting out their stock ready for the release day – resulting in them being unable to fulfil orders that were made months in advance (Reference: http://www.eurogamer.net/articles/2012-02-29-game-not-stocking-mass-effect-3-or-ea-games-past-ssx)
So what can people do if they’ve been shafted? Going back to the story of my friend, she was gutted to realise she wouldn’t be receiving her game. She had tried getting into contact with them to sort things out but felt like she was going nowhere. I suggested she contacted the ombudsman to get it resolved, and she had never heard about them so I felt like it was something I should share with you guys.
So what is an ombudsman? Here is the definition taken from Ombudsman Services:
“Ombudsman Services is here to give independent and impartial decisions on complaints. Our service is free for consumers to use. We operate under appropriate legislation and with the approval of regulatory authorities and trade bodies. We are not a watchdog or a regulator – our job is to resolve complaints, not punish the companies we resolve complaints about. We are independent so we do not take sides.”
Essentially – if you have made a complaint to the company and you are not happy with their attempt to resolve it, the ombudsman is there to provide an impartial ruling for both sides. They investigate your case and find out whether or not you are due additional compensation, or if there is anything that can be done to resolve your problem another way.
Below is the link for the Consumer Ombudsman. I highly recommend contacting them if you have been on the receiving end of this epic screw-up, and feel like Game are not taking your complaint seriously. You will need to make a formal complaint to Game first, so I suggest writing a letter and making sure you keep copies of any communications you send/receive.
People are also setting up petitions to stop Game getting exclusives on game content, creating essentially a monopoly. If you feel strongly about this I recommend finding and signing one of these petitions. Search on places like change.org. If you want to voice your frustrations but don’t wish to sign petitions, use social media! Hashtags such as the ones I’ve already mentioned are in full use – join in with your experiences!
Let us stop retailers having sole exclusives on major game releases, because it’s becoming clear that they are just not up to the job.
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