Gaming Support

[saa8967]

I'm in the same boat as you guys, figured I would chime in with what's happened so far.

After receiving the email about the location I preordered from closing, I contacted customer support as instructed. They said that they could either reach out to someone to see if they could switch to another location, or have it shipped it me instead. I asked that they attempt to switch stores first, and if they are unable to do that, shipping it to me would be fine.

In the process of them looking into the issue, the product page was updated as out of stock. I called them again to see what was up, and was told that they could no longer change the order to be shipped. That particular representative was already aware of the issue, and had the case handed off to another department.

I received a call yesterday, and was told that they were waiting on a message from Best Buy Corporate to have the order shipped. I was reassured that I would indeed be receiving a copy.

Come this morning, I receive an email stating that my order had been canceled, as well as a message from PayPal letting me know that I had been refunded. I called customer support to inquire, and ended up playing phone tag for about an hour. From what I've gathered, the order was canceled by the particular store. Since the order was canceled, I could no longer place a new order, or have the order changed to be shipped. They told me that the case was still open and being looked into, and to wait for a call. I have a feeling the fact that I no longer have in order in the system is going to cause an issue in regards to a copy being allotted to me.

It seems like I'm going to be stuck camping outside of Walmart or a similar store open 24/7. I really hope that the issue is resolved. I assume that someone is managing the issue at a national level considering so many stores were closed.

@Kyle: Is there any chance that you have any updated information for us?

[Sliceocheese]

I wrote Brendan w/ Best Buy one more time regarding how we are all just being ignored w/ the issue that was told was going to be resolved.  It has been one week since i sent the information that i was asked to send to help me out.  Since then i have had absolutely no luck getting ANYONE to respond to me regarding what's going on.    You can't tell me that other stores that are still open in the area i live in aren't going to get at least a few copies of the Collector's Edition that isn't a preorder.  Why can those not be given to the people that actually DID preorder months and months ago AND put a good chunck of money down to get it.  It isn't our fault that the store that i preordered the game from is closing 3 days before release.  And to quote Kyle from Best Buy word for word in a previous post on this subject...

4/30/2012   8:00AM

"For those of you with outstanding Diablo III pre-orders at a location that is closing before releases date (5/15) we will be reaching out to you in the near future indicating what options you have to obtain your game, CE or standard edition, on release day. Although some locations are in fact closing, our overall allotted inventory for this title has not changed and we can still fulfill your pre-orders; it's just a matter of how you would prefer to get it. That communication, whether it is an email or phone call, will explain those options in more detail.

Thank you all for your patience and understanding. We won't leave you hanging!"

Since then I haven't been able to get a response AT ALL.  Maybe that's why 50 stores are closing and if this is how they are going to treat their customers I'm sure alot more of them are going to be closing.....

[Sliceocheese]

So are you planning on EVER getting back to any of us about our issue, or are you just going to leave us hanging like all the rest?  I honestly can't see how you guys are staying in business with how you handle customers.  I've talked to several of my friends and family and many of them have said very disturbing things.  I've already contacted the Better Business Bureau and a few local news stations consumer investigations depts. about this whole thing.  Never have I had customer "service" like this.  Doesn't matter if I'm in the actual store, talking to associates on the phone, talking to corporate on the phone, or going through this forum, I've gotten the same exact "service" from all of them...ABSOLUTELY NOTHING.  Treating me like my business doesn't matter.  And since that's how I feel, Best Buy will NEVER get my business again.

[Kyle-BBY Retired: Senior Social Media Specialist]

Hello all,

My apologies for the late chime in on this new development.  We are well aware of these order cancellations on my team and have prioritized the investigation because we know the game's release date is quickly approaching.  I realize it is nerve-racking to be without a pre-order for your game so we are doing everything we can to escalate this and find answers for you.  I have emails out to our business teams as I write this so I hope to have more for you within the next business day.

[insta]

Kyle:

This is good to hear, at least a response. I received a call today apologizing for the matter, and offering me a 25$ gift card. I took this as a sign that Best Buy was giving up- to which I told the nice lady not to bother sending the gift card because I wouldn't step foot in a best buy store (though she was persistent and said they would send it, so whatever..).

Hopefully you can find some way to guarantee a copy to be set aside for those who had canceled preorders. If there is going to be stock on shelves, why can't they just set aside one of those...?

Either way; Good luck, your just about Best Buy's only shot at redeeming their name for quite a few people.

[Sliceocheese]

Well 7 days to get a response definately isn't prompt, but at least it's a response.  I have had absolutely no contact with anyone dealing with this matter during that time, not that i haven't tried. 

Insta:  I'm happy they were offering you something for compensation even though I wouldn't take it either.  I haven't been contacted whatsoever for anything period lol. 

I'm hoping that they figure it out.  This has been a completely unnecessary ordeal that in the end will cause them to lose business either way. 

So thank you Kyle for at least giving us a heads up that at least something is being worked on.  All i've been asking for this past week was to know we weren't being shoved to the side.

[Kyle-BBY Retired: Senior Social Media Specialist]

Alright insta & Sliceocheese,

I have your Diablo III CE pre-order information located now and am forwarding it to our business team handling this situation.  You can expect to hear from them within 48 hours and they'll work with you towards an optimal resolution.  I am confident they'll be able to take care of you!  Thanks for hanging in there.

saa8967 - I will send you a private message because I wasn't able to locate your pre-order.  To check for that message in your forum inbox, simply click the envelope icon in the upper right-hand corner of the site (must be logged-in for it to appear).

[Sliceocheese]

Thank you Kyle. This has been a crazy ordeal. I hope this does work out for insta and I.

[Sliceocheese]

Ok, so Kyle....I've patiently waited the 48+hours that you stated it would take to get back to us.  And once again, I have heard absolutely nothing from anyone.  I'm pretty much beyond fed up with this whole situation.  This is pretty much how i expected it to go considering how well i've been taken care of during the last 3 weeks.  I received an email from a local news station yesterday regarding my problem that I have yet to respond to in hopes that i might actually resolve this situation.  But it's looking more and more like it won't.  For the second time I'm reposting a link to this forum on best buy's facebook homepage and on mine as well.  The more people that know about this "customer service" the better.

[insta]

I also haven't heard from anyone.  There is now only 2 business days until release, and it seems like my preorder's fate is pretty much sealed.