Gameplay is capable of serving a narrative- it doesn't necessarily have to be that gameplay and narrative are exclusively disconnected. Not to mention that there's an entire genre of games that use the interactivity of the medium to let the player create their own narrative and we just had a critically acclaimed entry in that genre LAST YEAR.
the issue is that these major AAA games will have combat focused or puzzle focused gameplay then proceed to interrupt that with totally unfitting walk and talk sections or unskippable cutscenes. Not to mention that the stories themselves will typically not be the best. But that's not a result of videogames being an awful medium for storytelling, because they're not.
It depends on what kind of game we are talking about, but any type of action game (FPS, TPS, beat them ups, etc) this will be a problem, because the player can fail, and be forced to replay certain sections over and over again, which completely interrupts the narrative momentum of storytelling. The only way to avoid that is to make the action really easy and hard to fail, which is what QTE in action games are all about, so as to keep the narrative momentum give the illusion of action. But then people complain about the lame gameplay of too much QTE in games.
I think in action games the narrative and the gameplay are often at odds with each other and cannot be reconciled easily, if at all. Great action games tends to have limited narrative, and great narrative games tend to have unremarkable action gameplay.
