Gaming Support

[snake8889]

So to get this straight, I'm not gettin a steelbook because they were understocked?
Weirdest thing is that when I pre-ordered it never added the steelbook or poster. Does this mean I get nothing at all? Maybe I preordered too late.

[sporkis]

I haven't received any email regarding the matter either as of yet.  I like most of us have been waiting patiently and quietly for this to be resolve.  All I wanted was the correct case I was promised.  I didn't care if there was a delay or wait in getting it as long as I received it.  But it looks like that isn't going to happen, and it's frustrating after all the run around with the CS on the phone that we couldn't be just flat out told this in the beginning.

I mean if we can't count on our preorders to be fulfilled properly then why even bother with them to begin with.  I may as well cancel the remaining ones I have with bestbuy then, because I don't want to go through this hassle again.

[undercoverZ]

^ its frsutrating, but the blame partly goes to the manufacter who made the steelbooks who screwed up the sKu numbers.

i think its actually nice that there are best buy corporate employees who are on the forums listening to our problems and trying to solve them

some best buys still have steelbooks so its worth it to go check it out.

also, i have as of yet, not received an email either

[k41]

The "error" lies in the actual product pages on bestbuy.com

On the website, the skus for the steelbooks are switched.  I can confirm this as the sku of an xbox 360 steelbook I got instore has sku "4826799" which shows up on my receipt.

As for who is to blame, it is likely whomever is in charge of udpating the products on the website.

[Kyle-BBY Retired: Senior Social Media Specialist]

Hello everyone,

Again, I extend my apologies for the steelbook console mixup.  If you did not receive an email from us regarding the situation, please feel free to send us a private message to our Promos-BBY inbox using that hyperlink.  For the fastest service, please compose your message in the following format and with this information:

Message Subject: Prototype 2 Steelbook

Message Body:

• Proof of purchase: BestBuy.com order number
• Email address for verification

We will then be able to research your information and address each of you still waiting on a resolution.

[notoriousreignz]

I sent a private message last week, no reply. Also no email, and no reply from customer service.

This will be the last time I pre-order from bestbuy. Not even gamestop treats you like this.

[undercoverZ]

yeah, thats weird, i also have no reply to my pm. it seems some have gotten their emails already though

[sporkis]

No reply to my PM, no reply to my emails, and everytime I call CS the minute I tell them whats it about I mysteriosly get disconnect afterwards every time.  This is ridiculous.

[rthaut]

I finally received an email today, stating the following:

Thank you for your Prototype 2 video game pre-order on BestBuy.com. With this purchase you qualified for a free Prototype 2 steelbook case. Due to an error you have received the incorrect steelbook case.

We want to make this right!  If you are still interested in the correct free steelbook case, please call us toll-free at 1-888-BEST BUY (1-888-237-8289) by May 23 and an agent will assist you.

Because you are a valued customer, we would like to offer you a $25 digital coupon code toward your next purchase at www.BestBuy.com.

However, after calling in as directed and speaking with an agent, I was once again told they could not send the correct case, as it is not in the system. I asked to speak with a supervisor, but was disconnected after waiting over 20 minutes.

This is absolutely unacceptable, and I will never again shop with Best Buy. Never before have I seen such a lack of competence and concern for customer satisfaction.

[undercoverZ]

^^^

it might be unaccpetable, but you got a $25 gift card when the steelbook is worth $5, all in all i think it's a fair compensation, thats just me though