Oct 1, 2009 3:25 pm US/Pacific
Call Kurtis: Game Over
ANTELOPE, Calif. (CBS13) ―
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World of Warcraft
BLIZZARD ENTERTAINMENT/CBS
An Antelope couple bought a prepaid card for an online game, but the card didn't work and they couldn't get a refund, so they called Kurtis.
It sounds simple enough. They bought the card from GameStop in Roseville. So, why couldn't they get a refund?
"We team up to kill monsters well above our level," says Audrey Ralston, Antelope resident.
"It gives us something to do for pretty cheap," says her husband, Matthew Ralston.
Matthew and Audrey enjoy playing online games together especially when their newborn, Nicholas, is napping.
"It's just a really good bonding experience," says Audrey.
On August 1, they went to this GameStop in Roseville to buy two pre-paid cards for the online game "World of Warcraft."
They paid $29.99 for each card, which allows unlimited play for 60 days. But when they got home and tried to use them they were stopped short.
"My wife's did work, when I punched in mine, it said the code had already been in use," says Matthew.
Matthew contacted Blizzard Entertainment, the maker of the game and was told, in an e-mail, the card was activated on July 12th, more than two weeks before he bought it. On top of that, it was activated in Canada!
"I was stunned when they told me that. I asked them 'how could this happen?'" said Matthew.
Matthew says Blizzard told him to contact GameStop to get reimbursed so he called and spoke with a store manager.
"Well that didn't work; I told her again, 'I have the e-mail,' confirming it's a faulty card and I just want to get my money back or I just want to exchange it for a new card; that's it," says Matthew.
Matthew says GameStop directed him back to Blizzard. He then contacted the corporate offices of GameStop but didn't hear back.
"I should be able to get my money back, no matter if it's $30 or $300," says Matthew.
We contacted the Roseville GameStop and spoke with a store manager. She says she just heard about the issue and it would be no problem for Matthew to get a new card.
"I'd be happy that someone decided to step up and take responsibility for the faulty merchandise," says Matthew.
The next day, Matthew and Audrey exchanged their card for a new one and this one actually works.
A district manager for GameStop tells us it's the manufacturer's responsibility to replace the defective card and his local store ate the cost. In this case, Matthew and Audrey used their debit card which means the money came straight out of their checking account.
We recommend using a credit card instead -- that way you can dispute the charge and don't have to worry about eating the cost.
(© MMIX, CBS Broadcasting Inc. All Rights Reserved.)
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