PC Gaming

[billprocopio]

Been using PC App for months. Downloaded three games. I did a format last week and reinstalled pcapp software, log in to my account and there are no games. Called best buy support three times and this last time a supervisor told all of a sudden they are getting all kinds of calls about problems. Gave me a case number and told me they are starting to refund money.

This isn't the first time I've formatted and reninstalled. Never had a problem before. All I want is my games. Geek squad is of no help. Some what of a joke if you ask me.

[Kyle-BBY Retired: Senior Social Media Specialist]

Hi billprocopio,

First off, I'm sorry for the frustrations PC App has been giving you as of late.  It is certainly strange that your purchased digital software would all of the sudden not be showing up in your "My Downloads" section.

From looking at our case notes it looks like your issue has already been escalated to the proper team for more technical assistance, which is great but not so great that you're still left waiting for a resolution.

This may be a dumb question but it certainly could be the cause of your missing download history: are you logging in to PC App using same credentials you always have?  To me it sounds like you're accessing an account that doesn't have any prior purchases on it so perhaps there is something off in the email address you're using the log in.  I think I read that you weren't seeing your purchases when you were logging in to you BestBuy.com account either so using this could be causing that as well.

[billprocopio]

No I'm logging in with the email address I set the account up with. I can see the correct billing info but not my games

[Kyle-BBY Retired: Senior Social Media Specialist]

The way you worded that kind of sounds like you created a new account in PC App.  If that's the case then that would explain why your purchases aren't showing up and you'll want to log in using your BestBuy.com account log-in information.  Creating a new account in PC App doesn't automatically link it to your BestBuy.com that you used to make the purchase, thus why you always want to login using your BestBuy.com credentials.  

I may be misinterpreting your response though so let me know.  I want to help figure this out for you as much as I can.

[billprocopio]

I'm using the login info that I've ALWAYS used to download my games.

[Kyle-BBY Retired: Senior Social Media Specialist]

Alright billprocopio, thanks for sticking with me and answering my questions.  Considering your answers I believe this to be a deeper issue with your account so we'll have to wait and see what happens with that case that was dispatched as that was the appropriate next step.

I've also dispatched a case of my own to a team that I believe may be able to help in hopes to expedite a resolution for you.  They should be taking a look at that within 24-48 business hours.

I apologize for the inconvenience this has been causing.  I wish there was more I could do but we should be hearing back from those other teams soon.

[billprocopio]

Still waiting to hear from someone at bestbuy. Still can't download my games.

[Kyle-BBY Retired: Senior Social Media Specialist]

Hey billprocopio,

I'm really sorry this hasn't been resolved for you yet.  I see that you have been calling in more as well and it troubles me that this has been taking up so much of your time.  

I wish there was more I could do on my end but, given the technical nature of this type of issue it needs to be troubleshot by a specific team.  I checked on the case I had dispatched and it looks like it is moving along but I went ahead followed up with that team anyways to see if there was anything else we can do to expedite it.  I will let you know when I hear back.

[Kyle-BBY Retired: Senior Social Media Specialist]

Hello again billprocopio,

I realize this situation has been outstanding for quite some time and I want you to know that I haven't forgotten about it.  I am going to be sending you a private message shortly to discuss where we are at so you can watch for that message in your forum inbox by clicking the envelope icon in the upper right-hand corner of the site (must be logged-in for it to appear).