04-27-2012 04:53 PM
This morning I bought a digital copy of the Guild Wars 2 game for $59.99. The order said that it included access to the Beta Weekend for GW2 that started today. I instantly received an email letting me know that I had the software ready for download and to receive it I had to download a the PC APP client on my laptop. I did and can see it working properly but I am not bale to log in. PLease help me figure out how I can log in to receive the game I have paid for. My debit has been charged but I cannot access my product. To log in I entered my BB account email and password and every time it says that I there is an "error" and it does not allow me to log in. I called customer service and spoke to a supervisor and she was not able to explain or give me a reason for not being able to log in. She said the system was down and that I should just wait, which is useless for me because I pre-purchased the game to gain access to the beta that is only available till Sunday. This has been an extremely frustrating afternoon having to deal with the fact I paid for a service I am not able to gain access to and nobody at BestBuy is taking ownership of the situation. I would like to gain access to my software soon or I will like a refund(which apparently I cant have because it was a digital copy)---so it seems like I have just been ripped off right now, Please help!
This is the email I received:
04-27-2012 09:21 PM
My $80 digital order has been "in process" for almost 24 hours. This is beyond ridiculous, if they have a problem with the server why allow people to purchase from them? I have already told others about my problem through social media to make sure others don't go through the same thing.
This is honestly the worst digital download experience I've ever had. I bought GW1 7 years ago from best buy so I thought I would continue the tradition with GW2. BB's reputation has been forever tarnished for me.
04-27-2012 11:24 PM
So I just got off of the phone with best buy and they still seem to think the problem is on our side, which it clearly is not. I made new accounts and tested if those accounts can log in and low and behold they can. This seems to be more of a database error than anything. Would love if they would just take us seriouse and fix the issue. Beta weekend is ticking away.
04-28-2012 12:29 AM
The main issue is that the Best Buy PC app is down.
My theory: You can buy from bestbuy.com, but b/c the pc app handles the download and the fact that it is down means it does not recognize your Best Buy account. Both Bestbuy.com and Bestbuy PC app can not communicate with each other. I think that's why we are getting the error: "There was an error from the external service. Please try again later."
Why they chose this moment to update their PC app server or whatever I'll never know.
04-28-2012 12:43 AM
That is basically what I was told.
They are updating something to do with the PC App and it will take 24-48 hours. During that time accounts with a purchase will not be able to login, however if you make a new account it will be able to login fine because there are no purchases to process.
aka no (or limited) beta for us
04-28-2012 01:27 AM
Wish they had said that on the phone instead of restart your pc. I told them over and over I wasn't going to restart. But it's my fault I couldn't log in. Glad there is some news.