GameStop Responds to "GTA V Midnight Release Video" Controversy

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Incidents like this make me wish I was rich so I could start a store up. Then, when asshole customers come in, I would let my employees tell them to fuck off. Hell, I'd give them a highfive for doing so. I guarantee I'd have repeat business from the non assholes who know how it feels to work in a retail or similar environment and have to deal with absolute tools all day.

Not knowing the full story I tend to the side of the customer.
Yes he seems like a prick arguing over the necessity of showing his ID.

Where I come from retailer have to check your ID to verify your age when you buy 18+ stuff. So this is a normal procedure for me even so many retailer don't do it when they are sure you are of age. (Which could lead to trouble with the authorities but those often don't care either...)
Also there could be some database stuff going that they have to check you really are the customer who paid for the game... I don't know I don't buy games at GameStop.

In any case: Yes arguing over this minor inconvenience is pretty stupid. However that is no excuse for her to ridicule him in front of other people nor joking/threatening to release his personal information.
That was utterly misplaced of her and gave him a serious reason to file a complaint. A complaint GameStop has to look into.

Of course I'm against GameStop penalizing her severely (like firing her) since this seems like a trivial matter but maybe someone should explain to her that this is not how to handle stuff like this.
Next time keep your sarcastic comments and bad jokes to yourself.

GAunderrated:

WeepingAngels:

GAunderrated:
The customer was a perfect example of an angry and lonely nerd who is inconvenienced for 2 seconds because they needed to follow the law and he felt that justified his shit attitude.

The Manager made the mistake of the "threat" or just a bad comment. Many years of retail suggest that you say those types of things after the customer has left. Hell if she would have waited 5 more seconds I bet she could of had a nice laugh with all those in line, taken her shots at him, and pressed on without issue.

She will probably get written up at the very least or possibly fired depending on how deep the shitstorm goes. At the same time that person is revealed online (name or not) as being an angry prick to people doing their jobs.

Both sides are reaping what they sow. My point is where is the controversy? Usually controversy implies an issue that is unresolved.

What law?

Well since you did nothing but just ask a simple question here is a simple answer. I should have replaced law with policy. The employees were following policy since they could lose their job if they don't.

http://www.destructoid.com/gamestop-sell-an-m-rated-game-to-a-minor-enjoy-unemployment-29690.phtml

However, seeing as how hostile you were to other posters I would venture a guess that you have no retail experience and that is why you cannot empathize with the manager of that video.

Also your little tirade about why you should not be inconvenienced to take 10 seconds and show your ID is probably the best example of the phrase "first world problems".

Normally that saying is washed out and not used properly but you actually embody the real meaning of that phrase. Someone who is living such a comfortable life that they start to make big deals out of any little small inconvenience.

I love how people who don't defend the manager are assumed to have no retail experience. I do but I am sure you don't believe that and I really don't care what you believe, you who think that laws and policies are the same.

WeepingAngels:

GAunderrated:

WeepingAngels:

What law?

Well since you did nothing but just ask a simple question here is a simple answer. I should have replaced law with policy. The employees were following policy since they could lose their job if they don't.

http://www.destructoid.com/gamestop-sell-an-m-rated-game-to-a-minor-enjoy-unemployment-29690.phtml

However, seeing as how hostile you were to other posters I would venture a guess that you have no retail experience and that is why you cannot empathize with the manager of that video.

Also your little tirade about why you should not be inconvenienced to take 10 seconds and show your ID is probably the best example of the phrase "first world problems".

Normally that saying is washed out and not used properly but you actually embody the real meaning of that phrase. Someone who is living such a comfortable life that they start to make big deals out of any little small inconvenience.

I love how people who don't defend the manager are assumed to have no retail experience. I do but I am sure you don't believe that and I really don't care what you believe, you who think that laws and policies are the same.

Oh so you do know how pointless it is complaining about policy to an employee and give them hassle over it? You must just be unpleasant so.

Spot1990:

WeepingAngels:

GAunderrated:

Well since you did nothing but just ask a simple question here is a simple answer. I should have replaced law with policy. The employees were following policy since they could lose their job if they don't.

http://www.destructoid.com/gamestop-sell-an-m-rated-game-to-a-minor-enjoy-unemployment-29690.phtml

However, seeing as how hostile you were to other posters I would venture a guess that you have no retail experience and that is why you cannot empathize with the manager of that video.

Also your little tirade about why you should not be inconvenienced to take 10 seconds and show your ID is probably the best example of the phrase "first world problems".

Normally that saying is washed out and not used properly but you actually embody the real meaning of that phrase. Someone who is living such a comfortable life that they start to make big deals out of any little small inconvenience.

I love how people who don't defend the manager are assumed to have no retail experience. I do but I am sure you don't believe that and I really don't care what you believe, you who think that laws and policies are the same.

Oh so you do know how pointless it is complaining about policy to an employee and give them hassle over it? You must just be unpleasant so.

I simply believe that things won't change if no one opens their mouth. I also believe that sometimes employees pass information on to their manager and that sometimes managers pass things on to corporate. Not every time but your chances increase if you say something instead of nothing.

I don't ruin any employees day, I just let them know that I don't appreciate being carded and then proceed to show my ID. I will tell you that I have bought M Rated games at Wal Mart instead of Gamestop to avoid being carded.

Like I said though, it's obvious that most people here are more than happy to hand over their ID to any teenager who asks for it.

WittyInfidel:
Yes, if he or another made an issue of it, she could be. I wrote this earlier in the thread, but nobody seems to have paid it any mind. According to the US Information Privacy laws: "Information collected about an individual cannot be disclosed to other organizations or individuals unless authorized by law or by consent of the individual." This includes mailing addresses, phone numbers, and email addresses.

Whether she was joking or serious, she did indeed break the law and could look at some penalties for doing such.

Actually, no. She didn't break the law, or at least not that specific law.

She threatened to break that law.

She distributed no personal information whatsoever to anyone, only made a statement that could be equally validly interpreted as a biting final jab or a threat. The question then becomes, is threatening to violate privacy laws a legal offense?

I would imagine it is, but if it does end up going to court, the final verdict would very much come down to who has the better lawyer.

WeepingAngels:

Spot1990:

WeepingAngels:

I love how people who don't defend the manager are assumed to have no retail experience. I do but I am sure you don't believe that and I really don't care what you believe, you who think that laws and policies are the same.

Oh so you do know how pointless it is complaining about policy to an employee and give them hassle over it? You must just be unpleasant so.

I simply believe that things won't change if no one opens their mouth. I also believe that sometimes employees pass information on to their manager and that sometimes managers pass things on to corporate. Not every time but your chances increase if you say something instead of nothing.

I don't ruin any employees day, I just let them know that I don't appreciate being carded and then proceed to show my ID. I will tell you that I have bought M Rated games at Wal Mart instead of Gamestop to avoid being carded.

Like I said though, it's obvious that most people here are more than happy to hand over their ID to any teenager who asks for it.

You could maybe open your mouth to the right people? There's a thought.

Well actually in Ireland movie and videogame certs are legally enforced so yeah I don't mind showing my id to buy these things. I'm sure most of us would refuse if we were, for example, buying a Snapple. But no clearly you have some kind of point with this whole "teenagers" thing you keep going on about.

WeepingAngels:

Spot1990:

WeepingAngels:

I love how people who don't defend the manager are assumed to have no retail experience. I do but I am sure you don't believe that and I really don't care what you believe, you who think that laws and policies are the same.

Oh so you do know how pointless it is complaining about policy to an employee and give them hassle over it? You must just be unpleasant so.

I simply believe that things won't change if no one opens their mouth. I also believe that sometimes employees pass information on to their manager and that sometimes managers pass things on to corporate. Not every time but your chances increase if you say something instead of nothing.

I don't ruin any employees day, I just let them know that I don't appreciate being carded and then proceed to show my ID. I will tell you that I have bought M Rated games at Wal Mart instead of Gamestop to avoid being carded.

Like I said though, it's obvious that most people here are more than happy to hand over their ID to any teenager who asks for it.

And this is an example of your situation isn't the rule. I have never avoided being card at a Walmart for M/R rated stuff. Hell I have been carded for buying a strategy guide for The Elder Scrolls IV.

Spot1990:

WeepingAngels:

Spot1990:
Oh so you do know how pointless it is complaining about policy to an employee and give them hassle over it? You must just be unpleasant so.

I simply believe that things won't change if no one opens their mouth. I also believe that sometimes employees pass information on to their manager and that sometimes managers pass things on to corporate. Not every time but your chances increase if you say something instead of nothing.

I don't ruin any employees day, I just let them know that I don't appreciate being carded and then proceed to show my ID. I will tell you that I have bought M Rated games at Wal Mart instead of Gamestop to avoid being carded.

Like I said though, it's obvious that most people here are more than happy to hand over their ID to any teenager who asks for it.

You could maybe open your mouth to the right people? There's a thought.

Well actually in Ireland movie and videogame certs are legally enforced so yeah I don't mind showing my id to buy these things. I'm sure most of us would refuse if we were, for example, buying a Snapple. But no clearly you have some kind of point with this whole "teenagers" thing you keep going on about.

If there was a store policy to card you over a Snapple, you would probably have no problem showing your ID.

My point with teenagers, there are alot of them in retail.

WeepingAngels:

If there was a store policy to card you over a Snapple, you would probably have no problem showing your ID.

I'd definitely show ID, sure I'm one of the mindless sheeple.

As someone who has worked in a customer service field, I am reminded of an old saying that only gets truer by the day, "the customer is always an asshole."

Scarim Coral:
While I do agreed that is unprofessional of her (I work in retail which I do value customer satifaction alot even when the customer is a jerk) but how can you NOT have a valid ID on you if you were going to buy a age required proof product?

He did though. He was just making a stink about being asked to to provide ID.

OT: I was expecting something a lot more explosive. Glad this ended quietly though.

When stupid collides only stupid remains. The guy could have been less of a contentious jerk, and the gal could have kept her frustration to herself until closing hours.

If she gets fired that's a massive overreaction. Reprimanded sure, maybe a few days suspension with no pay or a written apology.

The customer doesn't deserve an apology but this is typical corporate rhetoric to avoid negative fallout.

The people who recorded and uploaded the "confrontation" need to get a life.

I don't get the issue, the guy is acting like a cunt. Why does gamestop care? she handled it better than most would of.

That guy was a fucking passive - aggressive cunt. Someone in the line should have told him to hurry the fuck up.
Entitled fuckwads like that piss me off, if I ever caught myself acting like a douche like that, I would want alternative me to punch myself in the face.

Scarim Coral:
While I do agreed that is unprofessional of her (I work in retail which I do value customer satifaction alot even when the customer is a jerk) but how can you NOT have a valid ID on you if you were going to buy a age required proof product?

The previous GTA release didn't have this problem. While that was like, a million years ago and policies change, I've seen several people complaining about this online because it wasn't previously necessary.

Granted, nobody I've read aboot threw a fit or had their private info threatened....

Ukomba:
It's sad that employee will probably be fired over his tantrum. Hope that game is worth messing up someones life. :P

It's GTA V. The greatest game ever[1]! People have gotten stabbed for it[2]. Of course it's worth merely ruining a job[3].

theApoc:

I would hope GameStop is smart enough to chalk this one up to frustration, but regardless of his annoyance, she should not have said what she said. Asking him to leave, explaining they have policy, that is one thing. "How about I give everyone you annoyed your email address..." Yeah that is not something I would want, would you?

Before the video went viral, I'd have put better odds on her keeping her job. That's the problem when something gets so much more attention than it deserves.

Unless she has a history of this, "don't do it again" should suffice. We all have bad days, and considering she's working at GameStop I'd say she's been punished enough.

But again, internet hype machine.

MinionJoe:
With the Fox News Network attempting to track and monitor every person who buys and plays Grand Theft Auto V, that customer had every reason to be concerned about the security of his personal information.

But it's a private company doing it. And if there's one thing I've learned from Fox News[4] it's that it's completely different when a private company does it[5].

gmaverick019:
douchebag gets blasted on the web for being a douche?

seems like that'll knock him down a peg or two.

Depends on the outcome. I mean, seriously, if she gets fired, it'll likely reaffirm him.

[1] for a week or two
[2] If you count someone being robbed who had the game on him
[3] It isn't, really
[4] aside from "yelling means winning!"
[5] Also, that you can be a Muslim, a Satanist, and an Atheist all at once. God, those people must be tired

What strikes me the most about this "incident" is that the customer is worried that his personal info not be shared and now he has his unwanted 15 min of fame.

Oh, but we don't actually know his name or anything.....give it a couple of days.

Agayek:

She distributed no personal information whatsoever to anyone, only made a statement that could be equally validly interpreted as a biting final jab or a threat. The question then becomes, is threatening to violate privacy laws a legal offense?

I would imagine it is, but if it does end up going to court, the final verdict would very much come down to who has the better lawyer.

This falls easily under the heading of Criminal Harassment. Criminal harassment is defined as behavior that the harasser knows would cause undue fear, intimidation or persecution, and adversely affects the victim's safety and security. A victim may receive threatening or obscene phone calls, unwanted gifts, notes and text messages, or observe the harasser loitering outside home or work. Depending on the actions a perpetrator commits, criminal harassment can bring gross misdemeanor or felony charges.

This is usually handled at the state level, with laws varying from state-to-state. As I am unaware of which state this took place in, I cannot go into further depth.

Here is an example from Massachusets GeneralLaws/PartIV/TitleI/Chapter265/Section43A:
Section 43A. (a) Whoever willfully and maliciously engages in a knowing pattern of conduct or series of acts directed at a specific person, which seriously alarms that person and would cause a reasonable person to suffer substantial emotional distress, shall be guilty of the crime of criminal harassment and shall be punished by imprisonment in a house of correction for not more than 21/2 years or by a fine of not more than $1,000, or by both such fine and imprisonment. The conduct or acts described in this paragraph shall include, but not be limited to, conduct or acts conducted by mail or by use of a telephonic or telecommunication device or electronic communication device including, but not limited to, any device that transfers signs, signals, writing, images, sounds, data or intelligence of any nature transmitted in whole or in part by a wire, radio, electromagnetic, photo-electronic or photo-optical system, including, but not limited to, electronic mail, internet communications, instant messages or facsimile communications.

(b) Whoever, after having been convicted of the crime of criminal harassment, commits a second or subsequent such crime, or whoever commits the crime of criminal harassment having previously been convicted of a violation of section 43, shall be punished by imprisonment in a house of correction for not more than two and one-half years or by imprisonment in the state prison for not more than ten years.

Gezzer:

Dragonbums:

Anthony Wells:

Now i firmly agree with this. It is not hard to pull out your ID and show it to someone... HOWEVER the moment she made that threat, joking or not, she had crossed the line. I have no sympathy towards the customer, there is no reason to get upset over something so trivial, but she should not have said a single thing. If she gets fired for it, I'm in complete support of that decision.

You can't place all the blame on the customer, he may have started a scene, but he WAS leaving, but she had ot make a comment, honestly, shes to blame for that part.

True.
I do wish however, the Facebook and to extension the Escapist posted the full uncut version. You can tell it was cropped for a short attention span audience.
Notice how many of the other customers were throwing insults his way.
It's clear that the was causing a lot big of a ruckus than the video lets on.

At the end of the day, I don't want her fired at all. This supposedly went on for a full 10 minutes. At that point, I would've called security and he could be led out the door. However this is Gamestop. Security doesn't exist there.

Do you have a link to the whole video? I tried searching and all I got was the edited version. I don't know who originally posted the video and what the purpose behind the editing was. It does show the manager in a bad light, because her job as a manager is to defuse a situation, not escalate it. From what I can see she didn't do her job, so there should be some consequence for that. What that should be I can't say, but firing isn't out of the question, what happens should take into account past performance. What's her history with the company? It obvious that she let the crowd's comments encourage her to be a bit flippant, which is understandable but again isn't professional or proper behaviour for a manager.

Don't think I don't sympathize with her, I do. I've worked in retail most of my life. I currently have a job in the produce department in a supermarket, and I've had customers freak on me for the most stupid and silliest reasons. I had a women come in and freak because the type of bag she liked was 6 feet from the produce she wanted. When I explained that it was designed by people at head office, and we couldn't just change it because of a customer so she needed to put a comment card in, she refused and started talking about a "male conspiracy". I had another women spend a entire conversation yelling at me about the fact that our peaches weren't local. I mentioned that we would have local, they were just late this year and she stormed off. Other customers were commenting about how it wasn't my fault and she over heard came back and apologized, but was still yelling as she did it. Or a guy freaked because we didn't have "buttermilk" squash. When he first calmly asked I explained that I had never heard of that type of squash and it might be butternut he was looking for but we were out. I explained this a couple of times and thought he understood so I went back to what I was doing. 30 seconds later he's in my face yelling about how I'm lousy at service because I won't help him find his "buttermilk" squash.
I've got a ton more, but as you can see I more than understand what she was dealing with.

There are a lot of people who see anyone in retail as either a lesser being or a roadblock to their getting what they think they deserve as a customer. But this case has one additional fact that changes things, she's a manager. She sets the tone for the entire staff. While she did her best keeping her cool with a very difficult customer and I commend her for that, she let the crowd dictate her behaviour and paid for it. And that's not proper behaviour for a manager. If she'd been a clerk she might have more wiggle room. But she isn't and will have to face whatever happens because of it. It's sad really that ahole customers have that much power, but that's the way it is and the world we live in.

"The abridged version is that a customer was apparently angry that the store manager insisted on seeing photo identification before letting him pick up his Grand Theft Auto V preorder,"

Sadly I do not have a link to the original video. However something that is abridged means that it was edited out to be much shorter than the original clip.
I guess my only assumption is that said video is either lost in the sea of the abridged one, or the original uploader has kept the full video to themselves.

I like all the white Knights jumping on him calling him a "virgin" nerd etc.
Face facts if a man threatened to give out your personal information he would be in the jail house as fast as you could get him there.

She broke a law and a professional standard NEVER GIVE OUT CUSTOMER PERSONAL DATA or even think about it.
It could lead to people losing there life's.

Remember some people only need your name and location to find you

I am speaking as a data protection specialist.

If you think i am over reacting look up what 4chan(plus a few other nasty people) can do with a few details.

Spot1990:
You worked many retail jobs? I've done exactly as you described and security and the police had to be called to get rid of the person.

Well the thing is, he WAS leaving, but then the employee made a one off about giving out his personal information. Email and phone number it seems like, which made him come back. If she just stayed quiet, and let him leave, that entire situation would've been avoided. I would be fucking pissed if they threatened to give out any of my personal information, and might actually have a similar conversation if it's not as busy. Not to say the customer didn't act like an asshole, and that ID'ing doesn't seem ridiculous. Everyone in that video seemed stupid, and some of the customers, the video taker, the customer and employee.

Being an employee in retail I can say they were both in the wrong. the customer should have his ID for it (everyone should have their ID on them at all times) and she shouldn't of lost her patience with him. I've had situations where people have tried to convince me to sell them beer or Cigs without an ID and they piss off the whole store (hence why the customers sided with the manager).

This is why we can't have nice things. No one in that video behaved the way they should have. The original customer shouldn't have kicked up such a fuss over being asked for ID, by the store employee shouldn't have acted the way she did. And I get the feeling that the other customers supporting her might not have been on her side if it was a male employee that had said that. The comments from the other customers in the video are the sort of thing you would expect idiots to say on the internet. The whole video is an example of why gamers have such a bad reputation, acting like a bunch of children.

Spot1990:

piscian:
So this is how the conversation should to go

Man "this is bullshit that I have to present ID"

Worker "I apologize for the inconvenience it's requirement we have to follow now"

Man "blah blah rant"

Worker " again I apologize is there anything else I can do for you?"

Man " Grumbly whine" *leaves*

You worked many retail jobs? I've done exactly as you described and security and the police had to be called to get rid of the person.

Probably 10 or so retails and 2 techsupports(I've been out of that gig for a while customer facing is not my thing)

Yeah I mean that's it.

I remember a million years ago I was working at hollywood video. Me and this girl got stuck working labor day weekend by ourselves. Massive line of people like a hundred on friday night since we basically had to take turns at the registers. So this lady gets to me and I literally cant rent to her the computer wouldn't let me because she had several hundred in late fees. She goes into this tantrum about it being hers sons fees and I should do this and that yadda yadda and when all else fails starts cussing at me. I calmly and politely told her to get the fuck out of my store I was calling the police and proceeded to do so. Very nicely. She hauled ass and a big cheer goes up from all the poor folks waiting behind her. Those days happen yeah some days the cops do need to take somebody away. There's no reason to get upset. Thats where the lady failed. She both agitated him before he left and couldn't let him walk out without throwing another one his way.

Thats bad management. Don't give so much of a fuck it's just a job.

WeepingAngels:

This didn't happen in Australia.

I know, but Americans always impose their values and laws onto articles about Australia, just returning the favor. Not fun is it :-P

If I was this woman I would have just refunded him the money, told him to buy the game somewhere else, and banned him from the store. Employees should not have to deal with abusive and/or rude customers.

One of those situations where both of the people look like assholes.

Zachary Amaranth:

gmaverick019:
douchebag gets blasted on the web for being a douche?

seems like that'll knock him down a peg or two.

Depends on the outcome. I mean, seriously, if she gets fired, it'll likely reaffirm him.

i hope she doesn't get fired, but as you mentioned this has gone viral so the decision is going to make a shit storm one way or the other probably, but it'll still give him something to think about next time he wants to spout off to someone.

just a general statement (not aimed at you zachary), but being nice (especially to customer service/retail people) is only a win-win scenario, hell most times being nice gets you your game quicker (and that is being judged on other products as well, i've gotten stuff pulled out of the backlog for me from being nice and understanding with staff at stores)

oh well, he got his game, and they got their money, this should just blow over and be a lesson to anyone about watching their mouth in public.

Why do people react so badly to being carded? I know you don't look younger than 18, I also know that it's a legal requirement that you show ID. You know damn well all it takes is 5 seconds to reach into your pocket and present said ID, which you probably keep in your wallet with the card/cash you used to purchase the game.

Fuck you for making a hassle over something trivial, lone customer. You're the scourge of the retail world and the reason it sucks so hard to work in retail. I don't care if you've had a bad day, I had one too. But I smile and give you your goods anyway, it's not hard for you to just show your ID, you don't even have to smile.

I don't think the Manager here acted professional. But that guy is the worst kind of douchebag. He deserves the humiliation he received.

Loled at that guy. Personally since he was making a scene, and disrupting customers, I personally would have carded him and refunded him his preorder money and sent him on his way. No need to be disruptive over something so simple as "These people want to see my ID to prove I am who I am?!"

Yopaz:
Honestly I don't think GameStop should ever bother with investigating this. Yes, it wasn't very professional of her, but it's hardly like it's such a big deal. He was clearly overreacting a little. However I guess given the circumstances it's understandable.

I agree. Hands up how many people have made a sarcastic comment about an a-hole of a customer after they've walked out the door. Oh, wait, that's EVERYONE.

The only problem here is that she should've waited 10 seconds longer for the guy to have left before saying what she did.

Personally, I think the lady should be given just a warning, or maybe disciplinary, just so that it shows that Gamestop have done something. But, firing here would be a terrible thing.

makano:
She broke a law and a professional standard NEVER GIVE OUT CUSTOMER PERSONAL DATA or even think about it. It could lead to people losing there life's.

Here you are!

Agayek:

Actually, no. She didn't break the law, or at least not that specific law.

She threatened to break that law.

She distributed no personal information whatsoever to anyone, only made a statement that could be equally validly interpreted as a biting final jab or a threat. The question then becomes, is threatening to violate privacy laws a legal offense?

What a fucking asshole. Hopefully she won't get fired, but it was a serious tactical error on her end. Hopefully she'll learn from it.

From what I'm seeing, the customer was an over reacting jackass, but the customer service rep went out of her way to blow off a little steam and mock said jackass customer.

Sadly she is the one at fault. She accepted the pay and responsibility for handling customers from all walks of life and demeanors, but let her own ego cause an angry situation that never needed to exist.

Everyone here, including myself, can emphasize that the customer was the one that was the unruly and unreasoning jerkface. But the manger was the one who was hired and paid to act in a professional manner, and let this one jackass goad her into making an unprofessional mistake.

Sorry, but customers have free reign to act in whatever manner they so choose. Whereas paid professionals have to stick to the accepted pattern of behavior and perform their jobs in a rigid and structured rule set. In this instance the customer service rep acted outside the acceptable rules of behavior and should pay the price for that mistake.

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