01-12-2018 07:43 PM
Less than 1hr ago I purchased the digital download version of The Legend of Zelda Breath of the Wild. I thought I was purchasing the Nintendo Switch Version but purchased the version for the Nintendo Wii U by accident (I didn't even know there was a Nintendo Wii U Version) otherwise I would have looked more closely. I received my digital download code within 30 min an immediately attempted to redeem it on my Nintendo Switch. This is when I realized my mistake because the Switch would not accept the code. I immediately called customer support and was told that there was nothing that could be done. While I understand that the policy for digital downloads and acknowledge that I made a mistake, I do not think it is reasonable that nothing can be done when I am incapable of redeeming the product I purchased. I also think it is very misleading that the Wii U digital download was found when browsing for Nintendo Switch games (See https://www.bestbuy.com/site/the-legend-of-zelda-breath-of-the-wild-nintendo-wii-u-digital-download/...). I have a screenshot as well but couldn't figure out how to add to post.
I would greatly appreciate if I could exchange my purchase for the Nintendo Switch Version or be issued a credit so that I can buy the correct version.
01-13-2018 01:54 AM
01-13-2018 07:59 AM
Thank you for your response. I know I will likely not be satisfied with the resolution of my case but I do disagree with a couple of your points.
1) The text on the item page reads "Download: Instructions to redeem this item are usually e-mailed within 1 hour. A BestBuy.com account is required to purchase. Download in US only. Non-returnable." The term "Non-returnable" means something different to you than it does to me. I interpret that to mean I could not expect a refund once the code had been redeemed not that it couldn't be exchanged in the event the wrong version was purchased. I also think that Best Buy could do a better job in the situation that a game is available on multiple platforms. A confirmation dialog could pop up before final purchase asking user to confirm that they wanted to purchase game X for console system Y. I also do not think the Wii U version of the game should have showed up in the search results from the BestBuy.com website for the terms "nintendo switch breath".
2) In the instructions that came when the order was processed there was a note that read: "Please note: Wi-Fi connection required to redeem download code. Download codes may only be redeemed once and cannot be redeemed on multiple systems. Download codes do not expire. Contact Best Buy (1-888-BEST BUY) for further details. The code is case sensitive and must be entered exactly as displayed. This e-mail and code cannot be replaced if lost or deleted." I would argue that based on this note and the fact that when I entered the code I was given a return message that said that it was a Wii U code and not a Switch code that Nintendo knows what the codes are for and whether they have been redeemed. Therefore, it seems like it should be relatively trivially for the code to be deactivated and a new code issued. My guess is the infrastructure does exist with Nintendo for this to happen but it would not be difficult to implement. An even easier solution would be to issue one code for a given game and let the server issue the correct game based on the system that the code is redeemed on. They are already tracking whether a code has been redeemed so this seems like it would be very easy to implement.
3) While the argument that the return process is standard may be a true statement, it does not mean that a broken process should continue when there are obvious improvements that could be made. Further, if no other vendor was willing to, Best Buy could distinguish themselves by coming up with a better process.
All this experience so far has really shown is that, in my opinion, digital purchases should only be allowed from the actual intended system since by definition you cannot download the wrong game. Although I guess I would have to ask Nintendo what they would do in the event that you purchased a the wrong version of a game that had multiple version in the virtual store (i.e. the 3DS or Wii version if purchasing from the Wii U Store). However, in that scenario at least you have a playable game as opposed to the situation now where I have no ability to play the game I purchased.
It is well known that humans are capable of making mistakes, it would be nice if BestBuy put a little more effort into both helping to prevent mistakes and working to resolve them reasonably when they occur.
In any case, thank you again for your response.
01-15-2018 02:02 PM
Hi tchobot –
Welcome to the forums and thanks for posting. I’m sorry to hear you didn’t purchase Breath of the Wild on your intended platform, and definitely understand wanting to exchange your Wii U version for the Switch version.
As @Tlari correctly called out, digital content is considered final sale and is non-returnable. This also means we’re unable to provide an exchange, as once digital content is fulfilled we don’t have a way of deactivating and returning your original code. I know this isn’t the answer you’re looking for, providing an exchange of your code is not something we’re able to do.
That said, I do appreciate your taking the time to post and share with us. Please know that I will be recording your feedback for our digital fulfilment process here at our corporate offices to be taken into consideration. If you have any other questions or concerns please don’t hesitate to post again.
|Michael|Social Media Specialist | Best Buy® Corporate|
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