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GameFly Reviews

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Dave Hodess
3 Ratings

5 Employee Reviews

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  1. Helpful (1)

    "CSR"

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Former Employee - Customer Service Representative in Austin, TX
    Former Employee - Customer Service Representative in Austin, TX
    Doesn't Recommend
    Neutral Outlook
    Disapproves of CEO

    I worked at GameFly full-time (More than 3 years)

    Pros

    Some of the people really made the job fun. The free GF membership was nice.

    Cons

    Management was inept and very unprofessional. Mandatory overtime on short notice was ridiculous.

    Advice to Management

    Try to look to some of the businesses here in Austin. There are so many more things you could do to actually make the company culture fun. It is video games after all.


  2. Helpful (4)

    "Exploit the best employees so that the worst employees have a free ride."

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Former Employee - Customer Service Representative in Austin, TX
    Former Employee - Customer Service Representative in Austin, TX
    Doesn't Recommend
    Positive Outlook
    Disapproves of CEO

    I worked at GameFly full-time (Less than a year)

    Pros

    1. As long as you make it to work every day, you have no chance of ever being fired- no matter how poor your work is. Its a very secure job.

    2. Healthcare coverage is better than similar low-paying jobs.

    3. Small office environment means you'll have a chance to get to know people, maybe make a few friends.

    4. You'll do the same thing every single day. You'll always know exactly what to expect when you walk in the door.

    Cons

    1. There is no room for advancement, despite what they might tell you in the interview. When additional responsibilities become available, they're given to someone who already has additional responsibilities- not to a promising new employee.

    2. Management does not listen to their employees on the front line. If you have a great suggestion that will improve productivity by 5% with minimal input, expect to be met with consistent, ongoing resistance to changing the status quo.

    3. The pay is quite poor and the yearly raises are an insulting joke. My productivity on my one year anniversary was twice what it was when I started, but I got a 50 cent raise. They share none of the benefit of having long-term employees with those long-term employees.

    4. Because the raises are so poor, people never stay long and the turn-over rate is exceptionally high. This means that you will be surrounded by new people making new people mistakes, and that will make a stressful job that much more stressful.

    5. You will deal with irate customers. GameFly customers are flatly insane, and one contact in ten will be an angry person demanding to know why he hasn't received NASCAR 14 yet. You won't have an answer for him because GameFly doesn't track their games, and so you'll go 'round and 'round until he is ready to give up.

    6. You will spend at least 7 hours of the day on calls. You will have 15 seconds between calls, which isn't enough time to finish your documentation, much less to decompress from a difficult call.

    7. If you're unfortunate enough to be a good employee with a strong work ethic, you will be ruthlessly exploited so that their worst employees can have an easy ride. There are a handful of employees who are friends with upper management, and they are held to a completely different set of standards. Those people will not be held accountable for the same things you will be, namely metrics and quality expectations.

    8. You will be frequently expected to work mandatory overtime. Because turn-over is so high, the office will be frequently under-staffed and you will fall behind. Management will respond by scheduling mandatory overtime. You'll be notified one or two days in advance.

    9. I could keep going. They've shortened their training class so much that the people they put on the floor aren't ready yet, so you'll be picking up the slack. Their lead reps aren't on the same page, so you might hear a different answer to a question depending on who you ask. You're given 8 sick days but you're expected not to use them. Their company events get weaker and lamer every year as they cut more and more costs.

    Advice to Management

    Be more professional. Follow through on your promises. Start giving good new employees extra responsibilities instead of letting the leads hoard them all; promote somebody every now and then. With phones being an all-day thing now, you need to give everyone a raise; call centers in this area pay 14, not 12. Hold sub-standard reps accountable for their failures and demand improvement; show some teeth to light a fire under your slackers. Come up with a long-term solution to not meeting goal; don't just continue to fall back on mandatory overtime.

  3. "Great colleagues but disappointing company."

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Former Employee - Customer Service Representative in Austin, TX
    Former Employee - Customer Service Representative in Austin, TX
    Doesn't Recommend
    Neutral Outlook
    Disapproves of CEO

    I worked at GameFly full-time (More than a year)

    Pros

    - I met great people that I love to this day.
    - Variety of channels used to respond to customers (Phone, E-mail, Chat).
    - Free GameFly account.
    - Small customer service team. It provided a sense of camaraderie.

    Cons

    - Working on weekends and overtime around holidays.
    - Pay was mediocre for the industry, but the amount of my raise after a year felt insulting.
    - Some reps valued speed more than quality and the metrics only reinforced this attitude.
    - A lot of reliance on your specific Lead's philosophy of how to handle certain issues.
    - It seems as if the upper management was more worried about advertising than investing in the company's infrastructure.
    - No room to move up without someone leaving the company.

    Advice to Management

    Invest more in operations. Slow shipping or lost games were the complaints faced on nearly every call, so perhaps those things should be addressed. More shipping sites might help and tracking might be a huge help. A lot of reps kept quiet because we had to assume that tracking must cost more than the amount of games lost or stolen.


  4. "Disappointing"

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Former Employee - Customer Service Representative in Austin, TX
    Former Employee - Customer Service Representative in Austin, TX
    Doesn't Recommend
    Neutral Outlook
    No opinion of CEO

    I worked at GameFly full-time (More than a year)

    Pros

    Free GameFly account
    Friendly co-workers
    Some scheduling flexibility (based on need)
    Good healthcare package

    Cons

    Low pay: Starting pay was about what you would expect for a contract worker, but not in line with permanent employment at other companies.

    Few opportunities for advancement: Regardless of how much work you do and how well you do it, you may be held back based on very arbitrary reasons. Management may even start training you in a leadership position and then stop training you without explanation.

    High turnover: Within 1 year of my starting employment at the company, almost the entire leadership team within the customer service department left the company. It's also extremely common to see only one person stay from a group of 3 or 4 new hires.

    Increased workloads without increased benefits: As stated previously, you may give it your all and still not see any advancement. This also applies to things like raises. Unless your job title changes, you are extremely unlikely to see a raise. If you participate in the technical support team, you will be trained for two jobs, paid for one, and expected to switch between them at moment's notice on someone's whim.

    Poor structure: Training was haphazard at best, and the department is actually split into two halves, one of which doesn't actually have a structured training at all. There's also very little provided in the way of knowing WHAT you're actually supposed to be supporting. Sometimes you will be asked to handle situations and issues that you've been explicitly told by someone else not to handle. There are few, if any, resources provided after initial training, and responses to specific situations are often based on how whatever lead you ask feels the situation should be handled. There are also some pretty outdated policies and procedures, and a general resistance to updating them. Suggestions for improving efficiency were typically ignored.

    High metrics substituting for correct staffing: Because of the high turnover, we were almost constantly understaffed. When metrics weren't being hit, new management's response was an increase in monitoring. Prior to that, the stated goal was and the goal that leads actually expected staff to hit were not in alignment at all. Although the quantity of cases handled increased dramatically, quality generally suffered. During this period of increased monitoring, there was also regularly mandatory overtime in effect.

    Advice to Management

    Since management has changed recently, I'd say keep the cons in mind. It's been about a month since I left the company and I sincerely hope that things are improving.


  5. "Just a job to pay the bills (barely)"

    StarStarStarStarStar
    • Work/Life Balance
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Former Employee - Fulfillment Associate in Austin, TX
    Former Employee - Fulfillment Associate in Austin, TX
    Doesn't Recommend
    No opinion of CEO

    Pros

    - Free GameFly rental account
    - Got out of work at 4:45 pm
    - Frequent breaks
    - Able to check out games before they're released to the public
    - Decent healthcare coverage

    Cons

    - Pay was average for the job type, which means it sucked in general
    - No room for advancement past a few $0.50/hr raises
    - Work on Saturdays
    - Extremely boring manual work (filling envelopes, printing shipping labels)

    Advice to Management

    Try to make the work environment more tolerable for such a boring, repetitive job. Have more company events and parties.


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