Points, Policies, & Reward Certificates

[Phame]

I bought Batman Arkham Asylum and a XBLA points card. I have received points, but no gamer points. I am curious if the process takes longer. I was hoping to use my cert. for a game purchase next week.

[AmberLJ81]

I might be wrong, but I think you need to spend $150 to earn the gamer points. Spending $150 earns you 500 points = $10 certificate..... I think.....

[Phame]

Sorry, I should have been more clear. I already have 135 points, so I am only 15 points away. Batman was 60 and XBLA points card was 20. So I should have a total of 215, but it still is sitting at 135.

[AmberLJ81]

When did you buy it? Points usually take 30 days to post.....

[Trek1701a]

I too have the same situation.  A purchase including a game that did post to the general account, but not to my gamer point account.  It's been about 2 months since the purchase and it posted nearly 1 month ago to the general account.

There are a decent number of people who are having the same issue as there is a 4 page post over on the Gamer Club forum.  https://connections-myrewardzone.bestbuy.com/forums/t/1549.aspx   We have not heard from a Best Buy Rep as to why this is happening and customer service, while trying to be helpful, are mostly, to put it bluntly, clueless as to handle the issue.

[Sarah-BBY Community Connector]

Hi Phame,

Thank you for being one of our valued Reward Zone members as well as a participant of our Reward Zone Gamers Club, and I am very sorry for any confusion over your Gamers Club points!

However, I was able to check into this for you and have now sent you a private message with exact information in regards to this.  You can check your private message by first making sure you are logged into the forum, and then clicking on the “new message” alert in the upper right-hand corner of the page.

Thanks again and have a great day!
Sarah
Community Connector

Best Buy® Corporate

P.S. If anyone else needs help with this type of situation please send a private message to me "SARAH-BBY" including your Reward Zone member number and the transaction information for the purchase(s) in question.  Thanks!

[phloog]

Sarah - I tried Private Messaging you, but it either didn't work or you've chosen not to answer.

In truth, handling this via Private Message, or email, or phone, seems to be GREAT for Best Buy, but lousy for the customer.  We send PMs, and no one who logs on here actually sees how widespread and horrible the problems are with RZ and the (in particular) Gamer's Club program.    PMs keep other customers from seeing what's going on.

Here's the non-private version of my story - it is NOT unique in any way, MANY got burned in this way:

In August, despite consistently purchasing games/accessories and TONS of other things at Best Buy, Best Buy decided to stop giving me Gamer's Club bonus points, choosing instead to 'bank' the money for a while, holding onto it no doubt to help their cash flow in a tough economy.  So I, and many others, get burned, receiving no points in clear violation of our deal with Best Buy (we buy stuff, they give points...should NOT be hard to figure out).

Months later, I received sixteen entries of bonus points from the Gamer's Club...I thought that it might be too much, but also thought that maybe they hadn't been counting them right for a long time and were catching up. 

So I called the RZ number, and talked to a nice person, but to check it she had to put me on hold for ten minutes and talk to a supervisor.  She returned to the phone and told me that the points were right, and that I HAD earned the sixteen bonus entries.

Today, BBY has wiped them all out again....were they right?  No idea?  Best Buy has played so many games with this program that they can't be trusted anymore, and if I have to keep detailed records and basically work for hours checking their math, it's no longer worth the bonus certificates.  This also means that they still kept my bonus points for months without any kind of apology or compensation - I think a few extra certificates would be nice, but apparently BBY no longer has an interest in making things right when they botch things.

So if you'd care to reply to my PM that would be great, or you can reply in this forum.  I'd like to know why you deleted sixteen bonus points entries that your own call center confirmed were absolutely correct, and why even if they were incorrect you took two months off from updating my totals while I in good faith kept giving you business.

A quick answer would be great, because I'm not setting foot in your stores other than to RETURN about $300 in merchandise until I get a good answer.

[Sarah-BBY Community Connector]

Good morning phloog,

I did receive your private message and have begun looking into the matter.  I will send you a private message now explaining the status. The reason that we address this part of your situation by private message is due to the personal nature of the information involved.  I apologize for any misunderstanding over this as we are here to help customers wherever possible, and we are not looking to hide anything – this is why we have chosen to provide these forums.

Thank you and have a great day!

[phloog]

Sarah - your post uses the phrase 'I will send you a private message now' - - what time zone are you on?  I ask because your post is stamped 10:59am, and it is 12:05pm where I am and there's still no PM...so either there's a time difference issue, you haven't sent it yet, or there's a problem with your PM system (note it would not shock me to learn that BBYs system is loused up anymore...for a technology retailer you seem to have a lot of problems with computers - - probably shouldn't have gone with the EMachines)

EDIT: Looking at this when it posted shows you're on Central time...so maybe you're still typing.

I have also called your line again, and got this news:  They have CONFIRMED that I was told that the sixteen entries were legitimate, and they have now said that they are launching a complete audit of the account...only now?  The first time I contacted BBY on this was mid-September...and now they're saying another 7-10 days before I hear anything...

Here's where it stands now - within the returns window I have the following items: the 200+ Ereader, a $90 landline phone, and $180 worth of videogames purchased yesterday.  No one from BBY has offered me so much as a $20 Gift Card, a kind word, and a smile....so it's all going back.  Just about $500 worth of merchandise is going back if this isn't resolved in the next day - I'm not waiting another 7-10 to infinity...now, to show I'm reasonable, if I take all this stuff back, and THEN you make it right with me, I'll re-purchase anything that I returned IF I haven't already picked it up at another store.  The Ereader was an impulse purchase, so odds are you will get that sale back if you make this right.  But in the interest of honesty I have my Thursday game night, and so if you don't resolve this by noon tomorrow you'll likely lose the video game sales for good.

Thanks,

JT

[phloog]

Got your PM - - I guess I'll assume that the 'private' bit was the reference number - based on the fact that you are still in the research/audit/corporate review world, I am assuming you're also looking at "seven to ten days", so there's no reason to revise my last post.