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When calling GameStop for a customer service issue, be prepared to spend some time waiting to speak with a representative — as I recently learned. As a frequent GameStop customer, I've purchased a variety of  games from the store and wanted some advice on increasing the speed of Xbox game downloads. This gaming system requires games to be downloaded to the console, which can take hours or sometimes even days to complete.

Since local GameStop employees have been great at assisting me with other issues in the past, I thought I'd get the same service over the phone. An automated system greets callers with a menu of options, which moves along quickly so you have to listen closely or ask to repeat the choices. I was given the option to get help with: an order or product, a magazine subscription, my GameStop account, a store-related inquiry or gift cards. You can press 5 to hear the menu again, which I did once since there wasn't a selection for any kind of tech support. 

After deciding on help with products, the automated system placed me on hold until the next representative was available and informed me that my call could be recorded. There wasn't any indication or estimation of how long the wait would be. I kept track on my phone and after almost 10 minutes, a different recording gave me the option to receive a call back from a representative once someone was available or I could continue waiting. I initially chose to wait, but the recording returned after only a few minutes so I opted for a call back. I pressed 1 as guided and was told I'd keep my place in line. 

Deciding to track the time again, I waited around 15 minutes for the call back and quickly answered the phone when an unidentified number popped up. A GameStop rep was on the line and stated he was returning my customer service call. I thanked him and explained my situation regarding Xbox games that take a long time to download. He shared that this question would be better directed toward Xbox, as the games belong to their system, but offered a few suggestions based on his experience. 

The most helpful tip he shared is to ensure I have a high-speed internet connection and it's working efficiently. Sometimes, he said, I may need to run fewer devices when I'm downloading games if the internet is shared by multiple people. In addition, he told me I shouldn't play any other games or movies on the Xbox during the download as this can make it slower. Finally, he advised me to close out or quit any other games/applications running on the console before attempting to download.

I thanked him for his time, saying I'd give these suggestions a try. Even though it took a while to reach a rep, the call was worth the time as the rep was knowledgeable and patient in assisting with my issue.