12-20-2011 11:11 AM
I've been getting the run around through customer care, so I figured I'd try my luck here.
I preordered The Legend of Zelda: Skyward Sword Limited Edition and I didn't expect it to come on the exact release day since it was a Sunday, but I did expect it sometime soon after. Boy was that a mistake. I had it shipped to my in-laws since I was going to be there for Thanksgiving. I got there and it still haden't arived by the Wednesday following its release. A few more days passed, and I tried calling to find the status, but all I ended up with was a sore neck from being on hold for 45 min, and an automated message that my game was on its way to the store(which it wasn't ). I was also told that the extra $10 gc that was in the ad for it would have to be done in-store, over the phone, and over the phone by someone in the store. So I never got that $10 gc either. So Sunday the 27th we had to leave. The game had not yet arrived, and I was rather ticked at everything that had happened, but I figured it could just be a xmas present from someone since I wasn't getting back to my in-laws until then.
Then on Monday or Tuesday the following week, the game finally came. I was excited until my Father-in-Law informed me that the envelope(yes they shipped it in an envelope) it was shipped in looked crushed and mangled. I asked him to open the envelope, and see how damaged everything was. The game box was completely mangled, and there were some minor dings to the controller and game case. Which would be almost OK if I didn't have a collection of almost every Zelda Game with every box intact, and some extra copies not even opened. So I called 888-best-buy to see if they could replace it for me. I told them exactly how everything happened, and that I thought the game disc was still fine to play, but I was upset at how damaged the box was and how carelessly it was shipped out to me. She said that since they couldn't replace it, that someone would call me in the next week to set up a refund for me. I asked her how the refund would work, and she said that I could keep everything, and they would just give me my money back since they couldn't replace it and it was damaged. I was happy with that, since I figured I could buy the game again somewhere else if I found it and not be out the extra money for an undamaged copy.
Finally on December 4th I got an email from Judy at Customer Care. In the email she stated that I would have to take game back to a store, or mail it in to get a refund and that for all my trouble, she was sending a $10 gift card. I emailed her back and explained everything again and delcined her offer for me to return the game, since it was not replacable. Even after waiting a few days and asking again for a response back, I had to send out another email today to Judy. She said she closed my ticket since I told her the game was playable and she was opening a new one but said since the first one was closed, she was just entering it as a complaint. Nothing was ever resolved, and I am sitting with this damaged game on my credit card collecting interest charges. I did get the $10 gc that Judy promised in her first email, but the way I see it, that just sets me even for the launch day promotion that Best Buy didin't let me take advantage of because nobody knew how to do it for me. I sent her an email again stating that her offer was unacceptable, and that I would be happy with the refund promised me, or enough to purchase a new copy of the game. Since no actual stores have it in stock, I had to look on ebay and amazon. The cheapeset I could find it is $125, so if I return my copy, I'd take that as an acceptable replacement value.
To recap, I never once told anyone that the game didn't work, only that the box was damaged and worthless. The representative on the phone promised me a full refund and apolgized. She was very professional and curtious, but completely nullified by everything that has happened since then. Judy had been unwilling to offer even the solution that I was promised when I called in. All I'm asking for is what I was promised. Either a undamaged game, or I keep what I have and get a full refund.
12-21-2011 02:18 PM
12-27-2011 02:46 PM
It sounds like you've got quite the collection of Zelda games going so I can certainly understand why you would be discouraged by the poor condition in which you received Skyward Sword. I want to extend my sincere apologies for everything you encountered with this, from the shipment timing to the condition and to the time you invested following up on it.
I'm glad you ultimately reached a satisfactory resolution with Judy so thank you for updating us on that. If there is anything else we can assist with at all, please do not hesitate to let us know.