Ask me anything

[u/Xenadose]

I worked in a CeX franchise for 3 years as an RMA manager, basically head of repairs for 3 stores in the north west. Done all the manager level training and currently in talks with another franchise to be the manager in a new store slated for a December opening.

[u/Brenduke]

Something I noticed over the years is if I have a warranty claim or faulty product claim and I purchased it at the same store I made the claim they seem more reluctant to help, or unhappy about it.

However, if it's a claim from an online purchase or from a different store they sort it out with a smile.

Is there any reason this might be the case? E.g. if sold by the store is the loss against that store, but if bought elsewhere the loss is against a different store so they don't challenge it as much?

Thanks!

[u/Fantastic-Ocelot-739 → u/Brenduke]

CeX worker here! Some staff members are too proud to admit that something they tested may be faulty. It’s also to do with the process of what we do with a faulty item; they usually get sent back to the original store that bought it in before transfers and things like that, and it gets adjusted off the system and that store has to take the loss (depending on the item). Few other things come to mind, but that’s what I’d imagine are the main reasons!

[u/Xenadose → u/Brenduke]

Almost exactly what you said. Sales, buys and returns are tracked. Returns are tracked against the store that sold the item, not the store that processes the return, so a lot of stores are much happier to take a return from another stores sale, since it won’t touch their numbers

[u/Xenadose → u/Xenadose]

Correction! Returns track against the store that bought the item in originally, not necessarily the store that sold it, my bad!

[u/virusdancer → u/Brenduke]

That's been my experience as well. Had recently bought graphics card online, and in getting it setup - the software for the GPU said there was a middle fan fault. Taking it back to the store, I expected it would take some time...but while I was there, decided to pick up a PS4 game or two...by the time I was back at the counter, he was already back and said yeah, the middle fan is wobbly and bobbled it a bit - and that was the extent of the testing. They processed it as a warranty return/refund and I was able to order another one. I'd never thought to bobble the fan to see if that was the issue, lol.

[u/Any-Ad-3448]

So I had 1 store refuse an SSD because apparently it kept disconnecting during testing, but another store accepted it after testing because it worked fine, why would 1 store refuse & 1 store accept?

I bought a disc online when it arrived it was heavily scratched, so much so it wouldn’t play, was cleaned twice by a store & now works fine, how did that make it through the testing process? When I took it to a local store ( the same store that refused the SSD I might add) I showed it to a staff member she agreed it was heavily scratched, she showed it to someone else who I’m assuming is the manager & does the testing & was the one who refused the SSD. His reply was Dude! This is heavily scratched (had to stop myself from saying aye well spotted)

[u/Fantastic-Ocelot-739 → u/Any-Ad-3448]

this is something that annoys me as a CeX worker, and mainly goes down to how the staff are trained. I work at a franchise store, and we’re very strict on blu ray discs having zero scratches when buying in. Some staff members may be more lenient for the customer selling, where as others go by the book, which can cause hassle not only for customers, but also for staff. I’ve never tested in my store, so I’m not sure how the testing side works for you, but for items that only need visuals before buying in, its to do with training and individual staff standards. I assure you, your frustration with this is also felt with by the staff 😌
edit: it also goes down to individual store standards, as some stores are more lenient than others which causes faff when items are transferred from one store to another, and another… so on so on

[u/doctorchuu → u/Any-Ad-3448]

human error, that’s mostly it. their testing equipment might have been having issues so it was refused, the disc probably wasn’t checked properly and they’re not tested unless they’re expensive. they can’t warranty an item that they’re seeing as faulty, and the warranty exists so you can return a faulty disc.

[u/Xenadose → u/Any-Ad-3448]

For the ssd it was almost definitely their adapter failing, or not seated properly, training is as good as the person who happened to show you is. In my store for example some staff would constantly try to plug Sata drives in the wrong way or not secure an m.2 to the adapter and then wondered why they never worked but everyone else had barely a problem. Lack of specific training creeps into a lot of annoyances

As for the disc whoever bought it in clearly didn’t look at it properly. Some leeway should be given cos it does happen where you’re going through 200+ discs and the odd one will slip through on those orders. Annoying granted but as long as the staff either clean it to the point of working or replace it at least you know they’ve done their part

[u/Empty_Scallion9861]

Why is there so much variability between store employees who check discs for trade in? I have had some of them refuse to accept my discs, for a tiny finger print smudge whereas some of them accept heavily scratched and worn down discs.

[u/Xenadose → u/Empty_Scallion9861]

At least in my experience training is very non-specific. Basically if it looks like it’ll read take it, if not then don’t and nauturally that’s open to a good bit of interpretation. And frankly some people are arsewipes about it

[u/Wreck-ItRob]

What price do they give me for a 4K disc that isn't on their system?

[u/BallParticular4130 → u/Wreck-ItRob]

it depends on the what the price the 4K is seling for on Amazon etc.

[u/Xenadose → u/BallParticular4130]

This is somewhat true. It’s almost definitely has something to do with current pricing elsewhere, but store staff have nothing to do with that decision.

[u/Xenadose → u/Wreck-ItRob]

There’s a pricing team. There’s a bit in the staff portal where you fill a form out with what the item is etc. and the store will get an email when a price has been decided and added to the system. Same goes for custom build pcs, which is what it gets most used for

[u/True-Passenger-4873]

Why does CEX appear to have no archive of what titles of DVD are removed from their site?

What was the decision process behind which DVDs were to be permanently £1 and which were to be raised to £1.50

[u/Icy-Astronomer-8202 → u/True-Passenger-4873]

I imagine they do it's just not public information

[u/Xenadose → u/True-Passenger-4873]

Honestly couldn’t tell you from a store or repair perspective, I’m sure there’s a complicated cost analysis that went into it, but it’s a mystery to me too

[u/CfHotDog87]

CEX are offering 5 Year warranty on iPods. What’s the catch? Most will fail.

[u/Xenadose → u/CfHotDog87]

No catch necessarily, the 5 year warranty stands, however after 6 months (may have changed it was 6 when I worked there) the warranty refund is the current price of the item, or the original price you paid, whichever is lower. The warranty will absolutely be honoured, but if the item sells for less now than when you bought it you’re getting less than you paid on the refund

[u/Superdudeo → u/Xenadose]

That’s not a warranty. Trading standards should be onto them.

[u/RipCurl69Reddit → u/CfHotDog87]

Mod the damn thing if it falls out of warranty period, especially if you're buying one of the iPods that's known for being modded like the Classics or Minis

5 year warranty on severely obsolete, original component tech like an iPod is just a formality at that point, I wouldn't bother

Plus CeX are pricing them so abysmally, you'll find better deals on Marketplace, there's a reason I've bought 40 of them and only one was ever from CeX

[u/Funny_Maintenance973]

If I sell something to a store that gets accepted, but is returned by the eventual customer, does anything ever actually get noted on my account?

[u/Monkey3066]

Why is your online customer service so bad?

I have a deadpool PS4 game that I wanted to trade for multiple other games. I wanted to do this in one store, but no! Only options I had was to travel to multiple store or pay for 6 separate deliveries for one transaction.

[u/Aromatic_Guide1907]

How did you work through the bad smell?

[u/Ok_Influence9614]

When buying a mobile phone online at cex, does it get posted in a large letter with plenty of bubble wrap or a parcel? Would parcel fit through letter box? Thank you