Best Buy & Geek Squad Policies

[Mynameisrye]

Hello,

I recently pre-purchased Guild Wars 2 in order to get into the Beta weekend they are having now. However when I try to register the key that was given to me, it is listed as "invalid" and will not let me participate in the beta.

I realize pre-purchases do not allow refunds, however if I am not given a new key in a reasonable amount of time...I would like to be refunded for this purchase. The game is not even out yet, so this shouldnt be a problem.

As i said, the only reason I even pre-purchased was for the bonus...and the bonus does not even work for me. Please respond asap...thank you.

[egg5233]

I am having exactly same problem ,

after I typed the key it shows

Invalid Serial Code

The serial code given was not recognized by our system. Please try again.

[Mynameisrye]

Sort of defeats the purpose huh? Only reason I even ordered from BB was because of this...

"Pre-order of Guild Wars 2 includes: Access to all Guild Wars 2 Beta Weekend Events, 3 days of headstart access, Hero's Band item (+2 Power, +2 Precision, +2 Toughness, +2 Vitality, +2 Condition Damage, +2 Healing, and +2% Critical Damage)"

I would'nt have ordered otherwise if I would have known I couldnt play the beta...

[Kevlar_Talon]

Hello

I'm hoping someone here has a better response to this problem than what I received from the phone support person, 45 minutes of pure frustration, the guy never got the fact that it was the key BestBuy sent, and kept trying to fix every other problem in his deck of flashcards, total waste as he finally ended with "Sorry we're experiencing heavy traffic, you'll have to wait 48 hours".

I too have the same issue "invalid key" when trying to register at the games beta site. If Best Buy sold this product under false pretense they should be liable for more than the $80 they ripped us off for.  I too would like a good working key which meets the terms of the contract I purchased. So far with Guild Wars 2 best buy has been the worst buy and an epic fail.

[Kyle-BBY Retired: Senior Social Media Specialist]

Hello every,

I apolozie for the troubles you've run into trying to redeem your Guild Wars 2 code.  We receive these codes directly from the vendor and provide them to you so it is certainly odd to us that they would turn up invalid as well.

I have located and will pass along all of your order numbers to our support team who handles the fulfillment process of these codes to see if we can find out what went wrong.  In the meantime, I suggest you also reach out to the Guild Wars 2 Support team directly as well to see if they might be able to assist with the invalid code.

http://support.guildwars2.com/

Thank you for bringing this to our attention.

[randrake]

From GW2's FB page:

1) The first possibility is that you registered a Pre-Order serial code instead of a Pre-Purchase serial code. This means the Pre-Order serial code that you registered will give you 1-day Headstart Access before Guild Wars 2 launches, but will not provide you access to the Beta Weekend Events. Some retailers apparently are selling Pre-Orders as if they were Pre-Purchases, which is unintended. This error will not prevent you from receiving your boxed version of Guild Wars 2 when the game releases.

Source: http://www.facebook.com/GuildWars2/posts/10150755991349209

[randrake]

And I'm glad I prepurchased through GW2's site instead. It's an amazing game.

I like many had an issue preordering Dragon Age 2 from Best Buy. So much a problem that I will never preorder another game from Best Buy again.

[Mynameisrye]

Like i said in my earlier post...this was the description of the item I bought.

"Pre-order of Guild Wars 2 includes: Access to all Guild Wars 2 Beta Weekend Events, 3 days of headstart access, Hero's Band item (+2 Power, +2 Precision, +2 Toughness, +2 Vitality, +2 Condition Damage, +2 Healing, and +2% Critical Damage)"

If that's not the case, then I def want a refund on my order.

I would have purchased from the GW2 site, but unfortunatley when i decided to order the game, they had sold out of digital purchases.

[randrake]

Kyle, you directed people to a page that will lead them to this:

Guild Wars 2 Pre-Purchase Availability in Retail Stores

Please be aware that it is the retailer’s discretion as to whether they will be offering the Guild Wars 2 Pre-Purchase that includes the pre-purchase box or serial code (with all of the pre-release benefits), or simply a reservation for Guild Wars 2 when it is released.

To obtain the pre-purchase benefits, such as access to the beta weekend events, the Head Start access, and the Hero’s Band, you’ll need to obtain a pre-purchase serial code. Some retailers are providing this "digitally" on your pre-purchase receipt, or they are giving an actual pre-purchase box that has a serial code inside it.

If you did not receive a pre-purchase box or a serial code when you placed your order, please contact the retailer to discuss which type of pre-purchase you placed, and what possible resolutions they may be able to provide if you did not receive the type you wanted. We do not have pre-purchase codes to provide.

*****

Basically telling them to come back here and talk to you and the actual type of purchase Best Buy is selling. Is it truly a pre-purchase key you guys are giving or simply pre-order keys? Again, another case of why not to preorder games from Best Buy. Gamestop is actually truthful with that they are selling pre-order and not pre-purchase keys in their descriptions. It seems Best Buy just did a copy and paste from GW2 site but actually giving people pre-order keys instead of pre-purchase keys. To make the customers do the work when Best Buy should be making sure they are giving out proper keys or properly advertise what they are giving is not good relations.

And Myn, I saw what you posted but I also noticed a key word there: Pre-order. Pre-orders do not give all guarantee BWE nor 3 day HS (they give 1 day). So BB may have actually sent you a pre-order key and not a pre-purchase key. Outside of the CE, you can still prepurchase on GW2's site. I did mine a little over a week ago and just checked again before posting this. And since you never got a valid key, I would say let you get your refund.

[Kyle-BBY Retired: Senior Social Media Specialist]

Thanks for the added insight randrake.  

It is my understanding that we are only providing out one key for ordering with us and that is a pre-purchase key, not a pre-order key.  I'm still not sure why some of them are turning up invalid (waiting on response) but I know others were able to redeem them and gain access to the beta event so they are working as they should.