Gaming Support

[cry4dawn]

Ok so this was the email that came with the original problem with Resistance 3..

Hi my name is Kenzie I am with the Best Buy Research Team, I hope this e-mail finds you well today! I just wanted to contact you about your current case I am working regarding your promotional code(s). In order to retain the code(s) please call 888-Best-Buy and request to be transferred to UTC 857. This is our new gaming support help line. They will be able to assist you with your code(s). I am sorry for any inconvenience this may have caused you and want to thank you very much for choosing Best Buy. If there is anything else we can do for you please don't hesitate to respond to this e-mail. Thanks again!

Kenzie
.com Research

Now when we are calling for our codes (which you sit on hold for anywhere to (1-3 hours) to get a code that SHOULD have been emailed to us. Resistance was released on Sept 6, 2011.. It is now almost Nov 2011 and this emailing codes issue is still not resolved. Why was this not fixed week 1 or 2 at the most?

Failed emailed game codes for:

1. Resistance 3

2. Gears of War 3

2. Battlefield 3

and I know this is NOT the only games, these are the ones I remember off the top of my head.

How much longer is this problem going to go on for and stop making the customer work for a stupid code.

I buy the game.. I spend 45 mins in the store waiting in customer service to buy the pre-order because everyone else is their as well.

I go home and then spend 2-3 hours on the phone waiting to get a code that most of the time I hang up because my cell battery is dieing after being on for so long.

When is this problem going to end? Why is the customer left holding the bag for almost 2 months now. What year is this problem (if ever) going to be fixed?

I really think going back to putting the bonus item in the package is the ONLY WAY to go. BB has tried something new and failed. All they have done is angered there customers week after week and I am seeing many posts of people saying I AM DONE!.

[spatenfloot]

Whoever is in charge of BBY's gaming promotions this year needs to be fired. The whole season has been a disaster so far. None of the stores know how to include DLC, many store employess have no idea what promotions are running, many games don't show up in the tracker, every purchase seems to require a few hours of CS phone support, etc.

[SyRauk]

I only switched to pre-ordering my games from BB because of the trade-in promotion but after I get my last 5/100 game I am going back to Amazon. With Amazon I would get my codes e-mailed to me INSTANTLY after placing my order and if I had any problems I could chat with a sales rep in a chat window and it wouldn't take more than 5 minutes to get something resolved.
Best Buy is to gaming as KFC is to chicken.

[cry4dawn]

Well it has now been 48 hr since I picked up my copy of Battlefield 2 and of course I have no emailed code... Guess I get to spend 2 hrs on the phone to beg for my code

[KatyDid]

Add Dance Central 2 to that list. Is that how long I'm going to have to wait to get a response to the email I sent the other day? And even then the response will be of no help? Great.

It seems Amazon and Game Stop customers are having no problems with their preorder bonuses. I've never preordered from Best Buy before and I will definitely never do it again after this.

[cry4dawn]

BestBuy is @#$% off customers who are not coming back on a weekly basis.. I dunno why they bother anymore.. It never changes with all of their policy. It's all bad

[Brendan-BBY Community Connector]

Hello cry4dawn,

I really do understand your frustration with the gaming promotions. When you frequent the Best Buy forum, it certainly does look like we have some opportunity for improvement. As a fellow gamer, I know the excitement behind a pre-order; I also know the disappointment of not receiving a code.

Please understand that we are actively seeking ways to improve our code distribution. We absolutely hear the concerns of our customers and want to make things right. We have some ideas that we plan to put in practice shortly that should improve the code distribution, but there are always variables that can make things difficult.

If you need help with a code and do not wish to wait on hold, you are more than welcome to reach out on the forum for assistance and we can do what we can to assist you. Please know that we always want to resolve your issues and make things right.

Regards,