Gaming Support

[Sliceocheese]

I preorders the CE Diablo 3 over 6 months ago at the Mill Plain Best Buy in Vancouver, WA.  The store is closing 3 days before the game comes out.  I went into the store to see what i could do about my preorder and the girl told me i had to cancel my preorder and go to another store to re-preorder it...which doesn't make sense to me...i don't know why they couldn't do that for me.  I called back a few days later when i actually had my preoder slip in hand and the girl on the phone told me the same thing.  Problem is is that none of the best buys have any preorders left that can be picked up on location.  I asked her what she could do for me so that i could get the game that i had put money down on and preordered so long ago and she told me that there was absolutely nothing that she could do for me.  She said she couldn't transfer my preorder to another location..or make sure i had a copy waiting at another location..nothing....i asked her how that is good business practices and she told me it wasn't their fault..it was best buy corporates fault for closing the store..I started to say something and she hung up on me...I called back and got three words out and she hung up on me again.  Called back again...and got her to transfer me to corporate.  I talked to AT LEAST 5 different people who all said they weren't the right people to talk to before i got transferred to another person.  While waiting to get transferred to this person i got an answering service saying i couldn't be connected, to call back at a later time, and it hung up on me. 

  I am just really irritated that i'm being treated this way when i've been a loyal customer and have spent thousands of dollars with the best buy company over the years.  And to not even be able to help me with something as simple as a preorder of a game that should in all reality have already been ordered for me is really irritiating to me.  If anyone else has had this problem or if someone can help me with it, please let me know.  Thanks.

[acaraba2]

I had the same situation with 4 games I had preorder including diablo 3 prototype Max Payne and assassin creed. The store I preorder is unfortunately closing. On Sunday I went to another best buy and I didnt even have my receipts. He was able to look up the transaction and exchange them for preorders at his store. The gaming associate was very helpful and it still shows the ce on the receipt so the only thing I hope is that I still get a copy of the ce. But that's how I ended up fixing it.

[Ryan-BBY Senior Social Media Specialist]

Hello Sliceocheese -

Brendan from our Social Media team, will be reaching out to you regarding your concern. Thank you for your continued patience!

[insta]

  Same thing is happening to me.  It isn't available anywhere else for in store pickup, so either I don't get CE or I wait for expidited shipping(which a big part for me about playing at a games release is... ya know... playing at release...) .

The real kicker is this: there is a best buy 15 minutes from the one closing.. they refused to transfer the item to the other store.  I understand its not standard policy to let a preorder change stores, but there should be extenuating circumstances (like a store permanently closing without much warning).  Why couldn't it be coordinated to change stores (in my case, from Manteca CA to Stockton CA)?  Does BestBuy really not care about its customers that much?

[insta]

Update::
Originally, I called and they offered me a $20 discount and free expedited shipping to home, which I was fine with. I wanted to make sure I couldn't pick up in store somewhere else, so I said i would call again later. Called again today, now they are saying that since I placed a preorder for a store that was closing, the inventory will not be shipped to the store- the rep I spoke with was unable to change to ship to address since this was the case.

The email I received (Apr 25 (4 days ago)) says if i don't call to change it to ship to home (since they can't change to pickup in another store since its sold out everywhere), they cancel my preorder... yet the rep said I cant change to ship. So basically, I'm not getting the CE. Can anyone here help me, or do I take my money (and lifetime business after this fiasco) somewhere else?

[Sliceocheese]

  I hear ya.  All the people i talked to that are affiliated with the company didn't act like it was a big deal at all when they heard about my issue. Just pretty much told me there was nothing they could do and sent me on my way.  It really pisses me off because I realllly wanted this one.  That's why i preordered it 6 months in advance to MAKE SURE i would get it.  I just think it's really bad business that they aren't even trying to work with either of us when we both have been really loyal customers over the years.  A best buy rep earlier in this posting said someone was going to get back to me privately, but guess what.  It's been almost 4 days and I haven't heard a thing.  I'm just sick of this whole thing anymore.  I haven't been back to Best Buy since this has happened and I honestly don't plan on going back.  And I'm telling everyone I know what a joke these people are.  I've bought a couple games and some movies in the last couple weeks, but i've gone to gamestop and target instead...i don't care if i pay more.  I hope you get something figured out and I'm crossing my fingers that i can find a copy of the CE Diablo 3 the morning the other stores open. 

[Brendan-BBY Community Connector]

Hello Sliceocheese,

Thank you for joining the forum!

It really does sound like we have put your through more trouble than any customer should have to deal with; I'm really sorry about the lack of quality service. I can understand that the associates might have been somewhat confused as this is a relatively unique situation with the store closing, but it is no excuse for poor service. There is some time before Diablo comes out, so we should be able to resolve this issue before the release date.

I am sending you a private message to assist you further. To check your private messages, make sure you are logged into the forum and click the yellow envelope in the top right of the screen.

Regards,

[Kyle-BBY Retired: Senior Social Media Specialist]

Hello everyone,

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!

[insta]

After several phone calls and several hours spent trying to figure this out, my order was eventually auto-canceled. I was told it was being worked on by the credit department, not to worry... that I would receive my item- seems like that's not the case.

Now the release is 11 days away, the collectors edition is sold out _everywhere_, and my preorder is canceled. No one ever "reached out to me", I made 4 separate calls and couldn't get a simple solution figured out (Change from IN STORE PICKUP to SHIP TO HOUSE). Each customer service rep seemed to give me more misinformation than the last.

You left me hanging Kyle. I'm pretty sure at this point no one will help me.... but I can assure you I'll be on the phone tomorrow.

[Sliceocheese]

   Yeah, i'm having the same issue.  I was told someone was going to get back to me as well and to this point no one has.  I even left a private message to Brendan from Best Buy.  He asked me to send him all my preorder info and he'd get right back to me.  It had been 3 days since i had sent him the info so i sent him another one just to confirm that he had gotten my previous message.  Today is the 3rd day since i sent THAT message and still no response.  And Kyle has left me hanging as well...all of this is just utterly ridiculous.

   Now for me, it's not really about the game.  Not that I don't really want it because i do, but it's just a matter of REALLY poor business.  I've told everyone i work with, all my friends, and most of my family members what has been happening, and they say it's a bunch of crap and can't believe that a business would be allowed to be run that way.

   After i get off work I'm going to be making a call to the Better Business Bureau and explaining to them what's been going on.  It will be the first time i've ever had to call them.  I've never in my life had this kind of experience before.  But it's something i can't leave alone.  I've even thought about writing my local news stations business dept.  just in case they might want to know how Best Buy treats their customers.