GameStop Responds to "GTA V Midnight Release Video" Controversy

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Terramax:

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?

I posted this earlier, but I guess you missed it. Here, I'll post it for you, and others, again.

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.

Well the guy is a flaming jackass and deserves all the ridicule he gets.

She doesn't deserve to lose her job over it, just maybe a warning or write up.

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. People working on these midnight launches are stressed, some of those who go there to buy games are stressed, some are in a bad mood because of the time and the crowd. Really, there's a reason I prefer digital distribution.

If you manage Gamestop you definitely want to investigate this. It is a black eye for them from a PR standpoint and if you an employee, looks like a manager actually, willing to be openly condescending to customers that is going to cost you and your business in the long run. She is either going to get her ass chewed out, deservedly so, or she is going to get fired.

nope, in customer service, you just smile and say have a nice day. End of Story.

Andy Chalk:

The promise of an investigation would seem to suggest that reports that the manager has already been fired are premature, and the customers on the scene appear to be firmly on her side - although perhaps mainly because the disgruntled individual was holding up the line. Internet commenters seem more inclined to take the customer's side, however, and it's hard to argue that the manager wasn't out of line, particularly near the end when she essentially celebrated with another customer.

Which side of the line you come down on probably depends largely on how many years you've spent in retail (and how many jerks you had to put up with) but the truth is that while everybody involved behaved badly, it's the manager who's responsible for keeping a lid on things - and who will, and should, shoulder the responsibility for failing to do so. We've reached out to GameStop for further comment and will update if and when we receive a reply.

Are you seriously making excuses for some asshole, self-centered customer jackass (yes, the name calling is needed) that failed to read pre-order receipts? Seriously, it's printed on the pre-order receipt as well as they [usually] tell the customer directly that they must have photo ID to pick up a paid for pre-order. Why? To make sure Jim isn't claiming to be John and essentially stealing his fully paid for game.

It's blatant ignorance on the customer's part, and he's the one getting upset over it.

The manager did exactly what she was supposed to do: uphold policy to make sure that the so called "customer" isn't in fact trying to steal property (which happens very, very often in retail). This guy is just being a downright turd about it, and throws a tantrum in the middle of a long-lined midnight release. No wonder others were cheering when the manager made a few jeering jokes to the obnoxious turd in the room.

The term "the customer is always right" is bullshit that people use as an excuse to get away with pretty much anything while treating customer service people like shit. It's a tiresome droll that will bite someone in the ass one way or another (in this case, it was this tool looking like a fool in front of everyone ..... a guy at a midnight video game release looking like a total loser, can't get any lower than that).

Edit:
P.S. From the better quality video found on Youtube, it would seem that the guy was trying to use a business card as his "form of ID" (idiot much?). That's what he raged about that it wasn't acceptable photo ID, and thus his snide comments about not coming back and not giving them business anymore. Her comment was just a joke that the business card he left there (on the counter mind you) was available for someone to call and "thank him for holding up the line". There is no threat there, no "personal information" given (it's a business card, that's not personal information), and it wasn't anything that breaks policy other than to make a joke about his trying to present a business card as a photo ID to pick up an M-rated paid for game at midnight. CONTEXT IS GIVEN, USE IT!

gmaverick019:

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.

Yep, being nice makes it alot quicker and easier for all, I've done pizza delivery for years and now do IT support, so when I'm on the customer's side I'm always nice as I know how it feels the other side. The best thing is that they often will bend over backwards for you as they appreciate being spoken to like a respected person.

Deathfish15:

Andy Chalk:

The promise of an investigation would seem to suggest that reports that the manager has already been fired are premature, and the customers on the scene appear to be firmly on her side - although perhaps mainly because the disgruntled individual was holding up the line. Internet commenters seem more inclined to take the customer's side, however, and it's hard to argue that the manager wasn't out of line, particularly near the end when she essentially celebrated with another customer.

Which side of the line you come down on probably depends largely on how many years you've spent in retail (and how many jerks you had to put up with) but the truth is that while everybody involved behaved badly, it's the manager who's responsible for keeping a lid on things - and who will, and should, shoulder the responsibility for failing to do so. We've reached out to GameStop for further comment and will update if and when we receive a reply.

Are you seriously making excuses for some asshole, self-centered customer jackass (yes, the name calling is needed) that failed to read pre-order receipts? Seriously, it's printed on the pre-order receipt as well as they [usually] tell the customer directly that they must have photo ID to pick up a paid for pre-order. Why? To make sure Jim isn't claiming to be John and essentially stealing his fully paid for game.

It's blatant ignorance on the customer's part, and he's the one getting upset over it.

The manager did exactly what she was supposed to do: uphold policy to make sure that the so called "customer" isn't in fact trying to steal property (which happens very, very often in retail). This guy is just being a downright turd about it, and throws a tantrum in the middle of a long-lined midnight release. No wonder others were cheering when the manager made a few jeering jokes to the obnoxious turd in the room.

The term "the customer is always right" is bullshit that people use as an excuse to get away with pretty much anything while treating customer service people like shit. It's a tiresome droll that will bite someone in the ass one way or another (in this case, it was this tool looking like a fool in front of everyone ..... a guy at a midnight video game release looking like a total loser, can't get any lower than that).

I would agree and you would be correct.... HOWEVER, the Manager threatened to release his private details. That is not only unprofessional and probably against store policy, it is also illegal in most places and she can be charged for it. The fact she's a manager makes it worse, she is paid to act professionally no matter what. She has the right to ask him to leave and call the police if he didn't (although he was leaving when she made the comment, which gives her no leg to stand on). She also humiliated him infront of the other customers, regardless of weather you or I agree with it, that's also unprofessional and possible illegal as well. What she did was wrong, the fact he was being a dick doesn't make it right.

RicoADF:

Deathfish15:
*snip*

I would agree and you would be correct.... HOWEVER, the Manager threatened to release his private details. That is not only unprofessional and probably against store policy, it is also illegal in most places and she can be charged for it. The fact she's a manager makes it worse, she is paid to act professionally no matter what. She has the right to ask him to leave and call the police if he didn't (although he was leaving when she made the comment, which gives her no leg to stand on). She also humiliated him infront of the other customers, regardless of weather you or I agree with it, that's also unprofessional and possible illegal as well. What she did was wrong, the fact he was being a dick doesn't make it right.

First, really? You really think that "public humiliation" is illegal? You cannot be serious. That's absurd! You're basically stating that Jay Leno, Conan Obrian, and every other comedian that makes fun of people publically are criminals. John Stewart, who makes it a weekly objective to humiliate the Fox News cast, should be behind bars on those standards....

And you're missing my edited part (which was probably after your quotation of my post). Basically you need to understand that there was NO private information 'threatened' to be given out.

Here's the paste:

Edit:
P.S. From the better quality video found on Youtube, it would seem that the guy was trying to use a business card as his "form of ID" (idiot much?). That's what he raged about that it wasn't acceptable photo ID, and thus his snide comments about not coming back and not giving them business anymore. Her comment was just a joke that the business card he left there (on the counter mind you) was available for someone to call and "thank him for holding up the line". There is no threat there, no "personal information" given (it's a business card, that's not personal information), and it wasn't anything that breaks policy other than to make a joke about his trying to present a business card as a photo ID to pick up an M-rated paid for game at midnight. CONTEXT IS GIVEN, USE IT!

Deathfish15:

Andy Chalk:

The promise of an investigation would seem to suggest that reports that the manager has already been fired are premature, and the customers on the scene appear to be firmly on her side - although perhaps mainly because the disgruntled individual was holding up the line. Internet commenters seem more inclined to take the customer's side, however, and it's hard to argue that the manager wasn't out of line, particularly near the end when she essentially celebrated with another customer.

Which side of the line you come down on probably depends largely on how many years you've spent in retail (and how many jerks you had to put up with) but the truth is that while everybody involved behaved badly, it's the manager who's responsible for keeping a lid on things - and who will, and should, shoulder the responsibility for failing to do so. We've reached out to GameStop for further comment and will update if and when we receive a reply.

Are you seriously making excuses for some asshole, self-centered customer jackass (yes, the name calling is needed) that failed to read pre-order receipts? Seriously, it's printed on the pre-order receipt as well as they [usually] tell the customer directly that they must have photo ID to pick up a paid for pre-order. Why? To make sure Jim isn't claiming to be John and essentially stealing his fully paid for game.

It's blatant ignorance on the customer's part, and he's the one getting upset over it.

The manager did exactly what she was supposed to do: uphold policy to make sure that the so called "customer" isn't in fact trying to steal property (which happens very, very often in retail). This guy is just being a downright turd about it, and throws a tantrum in the middle of a long-lined midnight release. No wonder others were cheering when the manager made a few jeering jokes to the obnoxious turd in the room.

The term "the customer is always right" is bullshit that people use as an excuse to get away with pretty much anything while treating customer service people like shit. It's a tiresome droll that will bite someone in the ass one way or another (in this case, it was this tool looking like a fool in front of everyone ..... a guy at a midnight video game release looking like a total loser, can't get any lower than that).

A joke could get a person killed believe me people kill for less. Put it this way IF she did give out personal information and one of the persons in the store was the next Ted Bundy would you be content in the knowledge that some sicko that you don't know may have your name number or house address.

I am not making excuses for this guy don't know him and never will but to put a person in that position well that makes you a bad human. I used to work in retail to so i do know about rude customers as well as IT tech support. no matter what the comment from the customer DO NOT EVER PULL THAT SHIT!!!!. Else your ass is in chains

If you are wondering someone i worked with got fired for making personal information public that led to a kidnapping.

shintakie10:

EeviStev:
From the moment the manger said "You are so very welcome" and onward, that was her not doing her job properly. She should have kept her sarcastic comments to herself and gotten on with serving the waiting customers. Then this would have been just one unremarkable incident among an infinite number of dickhead customer incidents.

The customer shouldn't have been a gigantic dick.

If someones a gigantic prick to you in any place other than retail, you are perfectly able to tell them to fuck off in any number of ways. In retail if you tell a gigantic dick to fuck off, even if you do it in as polite a way as possible, you're treated like a scumbag.

Its absolutely bullshit.

I want you to sit at a counter and be berated by someone for 10 minutes (supposedly how long this prick ranted and raved for) because you had the audacity to follow protocol and ask for an ID because you don't want to be fired. Sit there and just take it, smile at them for the whole 10 minutes while every mother fucker around you just looks away and pretends that you are less than a human being and not worth the time to help. Then after you're done being berated, yelled at, called all manner of things (I've actually been spit at once, took every fiber of my being not to beat the shit out of the guy. When I said fuck this shit and walked away, I was called to the managers office and was forced to apologize to the guy that spit at me. I'd have quit that job if I didn't need the money as badly as I did), just try your best to politely say have a nice day.

If you can do that without reactin like an actual person would be allowed to react then you have the right to look down on her for that.

Personally I give her kudos for bein as calm as she was. It takes a lot, and I mean a lot of willpower to not react in these kinds of situations.

First, I wasn't exonerating the customer. I agree, he was a gigantic dick.
Secondly, I have waited tables in my hometown at the place where all the rich pricks like to have $300 lunches, leave the table a bomb site and tip me nothing but a look of superiority. I feel the manager's pain. But if I had acted on my feelings on even one occasion of dickhead customer I would have been 100% in the wrong and fired like London in 1666. Instead I did my job, and rejoiced the day I quit.
Thirdly, name one profession where it's okay to tell anyone to fuck off.
So anyway, we agree: dickhead customers are a dime a dozen. So surely this was not the only difficult customer at a GTAV release that night, and from the video he was just difficult: no spitting or screaming or swearing, just an entitled dick with first world problems. The reason we are even having this conversation is the unprofessional and immature behaviour of the manager. He was leaving the store, for crying out loud, when she just had antagonise him and bring him back for another round, holding up the line even further. It wouldn't have taken much willpower for her to keep her mouth closed for three more seconds. He was entirely in the right to demand her information so he could complain about her parting shot.
If you can't handle a busy night with a dickhead thrown into the mix, then maybe customer service is not for you.

I have been in retail for about ten years now and I don't really feel strongly one way or the other. Both of them were assholes to each other, but just a little bit of professionalism on her end could have kept the incident from escalating the way it did. But no, she had to look cool for the people in line (who were also assholes and not helping the situation) and be queen of the nerds, so she fired up her sarcasm gun and returned fire.

Assholes like these are a dime a dozen, especially at midnight releases, but being a raging bitch back at them isn't going to get them out of the store any faster. Sure it may make you feel better at the moment, but it's going to piss off the entitled bastards and they're going to stick around to give you more shit until they get the last word. It's juvenile and certainly not worth your job if you get caught.

Deathfish15:

First, really? You really think that "public humiliation" is illegal? You cannot be serious. That's absurd! You're basically stating that Jay Leno, Conan Obrian, and every other comedian that makes fun of people publically are criminals. John Stewart, who makes it a weekly objective to humiliate the Fox News cast, should be behind bars on those standards....
*SNIP*

Depending on where you live, yes it can be. In Australia it can come under defamation and entertainers/news reporters have to be careful what they say as it can bite them on the ass (I had to learn about this when I did a film course). Comedians get away with it because they take the piss (that is make a mockers of) public figures, who are also not given much if any privacy for the same reason, they chose to do a role where they are constantly scrutinized by the public. American law is different, however WittyInfidel seems to have clarified American laws regarding this:

WittyInfidel:

I posted this earlier, but I guess you missed it. Here, I'll post it for you, and others, again.

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.

Basically it would probably come down to local law and a judge's decision.

As for the giving out public information, I will need to watch the video (at work atm) to check, I was commenting on giving out private information by professionals and what would happen if she had done so. If not then I stand corrected.

Icehearted:
She was very unprofessional and very disrespectful. Being a big business doesn't give it's employees the right to shit on their customers, and her little parting shot was uncalled for.

Speaking as someone who works for a large company it gives you something of a negative right when it comes to shitting on people. I said I like a customer's choice of movie and they said I 'Scoffed' at them and keyed their car. I still get shit for that.

MBNuckles:
She came Tired, flippant, and unprofessional. He came off rude, irrational, and demanding.
She was hamming for the camera made a bad joke. He had to make a big deal. This shouldn't be a public issue. And I hope no one loses their job over it.

You and me both, I worked midnight releases before. People can get demandy, and I've dealt with problem customers before as well. It was a joke she made, at my old store we would have chuckled about it and moved on. We were very laid back in general, always ready to crack a joke and keep it lighthearted.

WeepingAngels:

What law?

It's not law, but it IS store policy in ever retail outlet I've ever shopped at.

WeepingAngels:
Do you get carded when you buy an R Rated Blu-Ray? Do you think you should be?

While I don't personally get carded... because I'm rolling up on 30, I do believe kids should be carded. Some things a child should not be apart of without a parents permission.

Siding with the manager....

If you have a pre-order/lay by on something... ANYTHING... you MUST show photo ID to receive the goods...
I don't know what his problem was... Seriously, it's one of those things that have to be done...

Sure, the manager shouldn't have said she would share the information, but the damage was already done by then... Seriously, lighten up and don't be so pathetic for showing a drivers license...

Amir Kondori:

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. People working on these midnight launches are stressed, some of those who go there to buy games are stressed, some are in a bad mood because of the time and the crowd. Really, there's a reason I prefer digital distribution.

If you manage Gamestop you definitely want to investigate this. It is a black eye for them from a PR standpoint and if you an employee, looks like a manager actually, willing to be openly condescending to customers that is going to cost you and your business in the long run. She is either going to get her ass chewed out, deservedly so, or she is going to get fired.

I don't disagree with you. What she did was unprofessional and she shouldn't have done it. However it is understandable that this happened. A stressful midnight shift, underpaid worker, stressed customers probably being ruder than they would have been on a normal day. Then there's that one especially difficult customer who can't abide the terms of his pre-order and refuses to shown his identification.

It's not an excuse, but an explanation. She shouldn't have said what she said and he shouldn't have made such a fuzz about having to show his ID or reacting that strongly to a joke. I do think she did a mistake with that high five at the end though. Mainly because it seemed to show pride in her comment and how she had made fun of a customer. I still think it's a waste of time to actually investigate it. Low paying worker gets annoyed at a difficult customer, makes a JOKE and the customer gets mad.

WeepingAngels:

I also don't appreciate being carded for buying a game. I expect it when buying cigarettes or alcohol. Do you get carded when you buy an R Rated Blu-Ray? Do you think you should be?

I don't think this is about the rating of the game, but about the fact that it's a pre-order where they need to know he's the one who's supposed to have it. Imagine someone coming to pick up a game s/he has already paid for only to realize someone else have done it. How do we prevent this from happening? Photo ID.

"...We regret that this happened, as we strive to ensure all customers receive a great experience when visiting our stores"
Yes so good that when the PS3 was 600 bucks new they tried to sell my friend a used PS3 for new, dusty, scratches, things wrapped in rubberbands, no plastic and tried to refuse a refund.
Their stores are always filled with quality employees.
I have no idea how they stay in business sometimes.

To the people white-knighting, how do you defend her slinging insults when he's walking away?

They both had a trade by the cash-register, okay.

Why is this guy suddenly a gigantic ass (have you ever met people who are gigantic asses?) when she's trying to further agitate him after the situation's over?

Ken_J:

Icehearted:
She was very unprofessional and very disrespectful. Being a big business doesn't give it's employees the right to shit on their customers, and her little parting shot was uncalled for.

Speaking as someone who works for a large company it gives you something of a negative right when it comes to shitting on people. I said I like a customer's choice of movie and they said I 'Scoffed' at them and keyed their car. I still get shit for that.

That's pretty unfortunate. Some people just have a chip on their shoulder and there's no winning. Your polite smalltalk doesn't sound anything like what this woman did. I get that customers can be rude and stupid, a large chunk of our species is exactly that, but it's on her, as an employee and more so as a manager, to mind her conduct.

This whole thing reminded me of this video.

This officer is the epitome of poise and professional conduct.

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.

You know what the best part of this sentence is? The fact that I DIDN'T DEFEND THE MANAGER IN MY POST YOU QUOTED BUT DIDN'T READ.

I actually said they were both at fault if you bothered the read but that would take too much time away from your blind attacks. The saddest part is you couldn't even be bothered to read the post you were arguing against. You are just a sad person arguing for the sake of it. Sorry if that hits a bit too close to home for you but it needed to be said.

skorpion352:
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.

Ok you were fine in the first few sentences but then you just went off into left field here. There was no indication that her gender had to do with their support. Most likely it would have been because they knew he was acting like a douche and didn't want him to hold up the line. None of their comments even hinted at her gender. And no offense to her it wasn't like she was young and beautiful.

Most of their comments I heard to the angry douche was something along the lines of "just go home bro and kill some people (referring to GTAV)". If it was really like the internet it would have been much less coherent and more vulgar.

I hope that manager gets fired and fast. Threatening to share his personal information is out of line, and so is the way she tried to get him angrier by insulting him as he was about to leave. This could have been over in 2 minutes max instead of 10 if she had acted professionally instead of just being a troll.

Also, why a photo ID? Why not a receipt with a unique order number? How backwards can a major retailer be.

I blame poor audio quality if im wrong but it seemt that he came for a game, the employee treatened him for... why exactly? and then he came back asking for her name to complain, and she even refused to give him that. the way i see it the employee treated it like a pissing contest when it wasnt, she was just being an asshole.

Icehearted:

This officer is the epitome of poise and professional conduct.

This trooper is awesome. reminds me of how i used to deal with annoying costumers. stand there and ignore thier rambling.

Doom972:
I hope that manager gets fired and fast. Threatening to share his personal information is out of line, and so is the way she tried to get him angrier by insulting him as he was about to leave. This could have been over in 2 minutes max instead of 10 if she had acted professionally instead of just being a troll.

Also, why a photo ID? Why not a receipt with a unique order number? How backwards can a major retailer be.

It could have been over even faster if the guy had not been rude and just taken the two seconds to show her his ID. She is just a manger. She has to follow the rules that the higher ups make. If they want their employees to ask for ID than the employees have to follow what the higher ups say.

Hardly anyone is going to hold onto a receipt for a long period of time. I pre-order my games usually six months in advance. In that amount of time I could either throw them out by accident, lose them, or the ink on it will fade. Showing ID is much easier.

Plus, they also have to ask for ID to make sure that the person is of age to legally purchase the game.

Bat Vader:

Doom972:
I hope that manager gets fired and fast. Threatening to share his personal information is out of line, and so is the way she tried to get him angrier by insulting him as he was about to leave. This could have been over in 2 minutes max instead of 10 if she had acted professionally instead of just being a troll.

Also, why a photo ID? Why not a receipt with a unique order number? How backwards can a major retailer be.

It could have been over even faster if the guy had not been rude and just taken the two seconds to show her his ID. She is just a manger. She has to follow the rules that the higher ups make. If they want their employees to ask for ID than the employees have to follow what the higher ups say.

Hardly anyone is going to hold onto a receipt for a long period of time. I pre-order my games usually six months in advance. In that amount of time I could either throw them out by accident, lose them, or the ink on it will fade. Showing ID is much easier.

Plus, they also have to ask for ID to make sure that the person is of age to legally purchase the game.

He could've known about having to show ID, and he could've not known. If it bothered him that much, then he probably didn't know. Personally, I don't show my ID to anyone who asks. Also, shouldn't they have verified his age when he made the pre-order? Receipts aren't that hard to keep, and I'm guessing he had one if he didn't know that he had to show his ID.

You claim that the customer was a jackass? Fine, it doesn't matter anyway - the customer isn't the issue here. The manager is supposed to be a professional about when dealing with customers (especially if they're jerks), and definitely not insult and threaten him, which is jerk behavior by itself, and what caused many people to wait in line needlessly.

Zachary Amaranth:
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.

LOL

llagrok:
To the people white-knighting, how do you defend her slinging insults when he's walking away?

They both had a trade by the cash-register, okay.

Why is this guy suddenly a gigantic ass (have you ever met people who are gigantic asses?) when she's trying to further agitate him after the situation's over?

Good point, it was done, he was leaving, she decided to keep it going.

Doom972:

Bat Vader:

Doom972:
I hope that manager gets fired and fast. Threatening to share his personal information is out of line, and so is the way she tried to get him angrier by insulting him as he was about to leave. This could have been over in 2 minutes max instead of 10 if she had acted professionally instead of just being a troll.

Also, why a photo ID? Why not a receipt with a unique order number? How backwards can a major retailer be.

It could have been over even faster if the guy had not been rude and just taken the two seconds to show her his ID. She is just a manger. She has to follow the rules that the higher ups make. If they want their employees to ask for ID than the employees have to follow what the higher ups say.

Hardly anyone is going to hold onto a receipt for a long period of time. I pre-order my games usually six months in advance. In that amount of time I could either throw them out by accident, lose them, or the ink on it will fade. Showing ID is much easier.

Plus, they also have to ask for ID to make sure that the person is of age to legally purchase the game.

He could've known about having to show ID, and he could've not known. If it bothered him that much, then he probably didn't know. Personally, I don't show my ID to anyone who asks. Also, shouldn't they have verified his age when he made the pre-order? Receipts aren't that hard to keep, and I'm guessing he had one if he didn't know that he had to show his ID.

You claim that the customer was a jackass? Fine, it doesn't matter anyway - the customer isn't the issue here. The manager is supposed to be a professional about when dealing with customers (especially if they're jerks), and definitely not insult and threaten him, which is jerk behavior by itself, and what caused many people to wait in line needlessly.

its more to make sure "john" is "john", and david didn't find or take his receipt and is claiming to be him, i've had to show my ID tons of times for random items i've purchased or pre-purchased, it is seriously not that hard to take 5 seconds to pull your ID out, that is what it is for, for identifying yourself.

the customer is the issue, they did start the whole scuffle because they did not pay attention in the slightest when pre-ordering the game or simply knowing very basicstore policies, and he continued to do so for 10 minutes when he could've been out of there in less than a minute if he would've just pulled out his ID to get his game.

you didn't like her sarcastic joke about his business card? fine, i won't argue sarcasm

As another person who as worked customer service/retail, here's the short version:

Your job is to diffuse the situation, and do it with a smile. Sometimes that's hard, and you may get snarky with an exceptionally problematic customer. Oftentimes, your superiors will even agree and side with you.

But you never.

EVER.

Threaten a customer. That's just offensively stupid and I would full well expect repercussions for her doing it, even if it was under the pretense of a 'joke'.

WittyInfidel:
I posted this earlier, but I guess you missed it. Here, I'll post it for you, and others, again.

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.

If you actually read what you posted, what she did doesn't constitute criminal harassment.

"Whoever willfully and maliciously engages in a knowing pattern of conduct or series of acts directed at a specific person" isn't what happened. It was an isolated incident of elevated frustration that is clearly shown in the video which could be submitted as evidence. Sure, she shouldn't have overreacted, but this "threat" wasn't a breech of the law as you have laid it out.

Please try again.

Yeah sorry but ya don't even joke about giving out any sort of private information. In an age where private information FEELS like public information now it is still actually private and giving the information to the wrong person can often lead to needless harassment or worse even if the intention is a prank. By corporate policy alone she is going to be punished. Also didn't help a guy RECORDED it and is the main reason why she is going to be punished.

As for the customer, clearly the guy is the problem as well. It's a two way street and his social ineptitude was the main catalyst as to why he gets to continue being a complete asshole. But he certainly was within his rights to file a formal complaint and ask for her information(not her last name but her employee ID and store she operates at as most gamestop employees often float between stores). To get good service you have to also be a good client. I'm probably one of the lonely people I know and even when I go into a store to buy something it is important to start by actually being nice and understand we have certain protocols for a reason like selling M rated games by checking ID if the customer even LOOKS like he is under 18.

In short they are both idiots but the guy uploading that video online would certainly make sure she would get punished.

I honestly thought that there was a lot more malice and craziness from the reports but after seeing the video it's a lot better than I thought. I don't really think the manager did anything illegal (the business card does seem to have been left in plain view for anyone to see) but she definitely was not right. Nor was the customer right when he could have just shown his id and be done with it.

Frankly, I was more surprised that the manager did as well as she did, her voice was level the entire time, and she was trying to handle a ton of guys at a late hour. I put more blame on the customer because retail is a horror place for me and I think too much responsibility relies on the employee and not the customer, regardless of "they're being paid for it" idea (why does civility only come when people are paid for it?). I don't think the manager should be fired but some punishment may be a decent idea from a PR POV.

Hope the customer is happy: pretty sure they're doing worse things in the game virtually then getting mad at a manager.

Seriously, why do people do stupid things like give out a business card as "id" and joke about revealing personal info? No winners here.

As a casino pit manager I know all too well just how much of a jackass some people can be at times. In my line of work I find that typically an apology and a few free drinks or a free buffet smooths over most situations. Some people though are bound and determined to just be a jackass though like the guy in that video. Suffice to say how that manager acted is a point for point video demonstration of how NOT to deal with such people. If one of my dealers or floor managers dealt with a patron in the casino like this I wouldn't be able to have them fired fast enough. If I was this woman I'd be getting my resume ready.

What a silly reason for a "controversy". Entitled little shit should have just shown his ID.

Can't blame the manager for losing her cool there.

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