12-15-2020 01:45 PM
We purchased the XBOX Series X All Access several weeks ago and picked up the physical console. The digital Game Pass has not been delivered to the console, despite our attempts at troubleshooting, including hard resets, etc. Best Buy has, over the course of well over ten hours of on the phone “support” (read: 95% hold time and being disconnected), provided no remedy while attempting to pass the problem off to virtually every department as well as various external entities (Including Citizen’s One, who understandably stated they’re the bank and have no ability to provide technical support or deliver a product, and Microsoft, who stated it’s Best Buy’s responsibility to deliver their products).
A week or so ago someone from Best Buy said they would deliver a new code via email, with no followup or code ever sent afterward (notably, this product is delivered directly to console and does not have an associated code anyway). I received an email today with instructions to “Call us back” (no number provided) at Digital Downloads, the department who in the past have turfed us to the "Code Management Team" and today seem to be automatically disconnecting all calls. Geek Squad has been the only people to pick up the phones today and attempt to work through the problem but seem to have concluded that while this appears to be an absurd situation, they’re unable to actually support us and have wished us luck with other support teams (who automatically disconnect us when transferred).
We are currently out about $400 and thus far have no indication that Best Buy intends to deliver us the product or provide a refund despite this problem being weeks old. Are there recommended next steps? Is there an ability to file a corporate complaint? Needless to say, this has been the worst customer experience any of us have ever had, with no end in sight. We’ve essentially had $400 stolen from us.
Happy to provide order numbers or case IDs.
Solved! Go to Solution.
12-17-2020 01:49 PM
Thanks for reaching out to us on the Forums. We certainly don't want the process of getting a digital download code to be ambiguous, and I'm sorry to hear about the difficulties you've had in connecting with us to receive your code.
The Xbox Game Pass is delivered directly to your console, and there isn't a code that Best Buy can provide. You may find this webpage about Xbox All Access helpful, specifically the "Digital Direct Q&A," located at the bottom.
"Q: What should I do if I purchased Xbox All Access but don’t see an option to redeem Xbox Game Pass Ultimate on my console?
A: If you do not see an option to redeem your Xbox Game Pass Ultimate through initial setup and/or through the Settings app, contact Citizens One at service.citizensone.com. They’ll need to verify your Xbox All Access account and determine next steps."
Please let us know if there's anything else we can help with.
12-18-2020 11:06 AM
As I clearly stated in my message, the message was not delivered to the console, which is the crux of the entire issue. Your non-response is emblematic of what we've gotten thus far in the process, right down to sending us back to the bank who's already stated (as I said in my post) they can't help in any way beyond confirming we paid for it and it should have been delivered.
12-18-2020 11:12 AM
Allow me to directly quote the Citizen's One service page you referred me to:
"For questions about your product, including your order or shipping status, please contact the merchant/retailer directly."
12-18-2020 11:44 AM
I understand your frustration, and I have provided options for support. This is not a code that will come from Best Buy. If you need assistance, please contact Citizens One at service.citizensone.com. If Citizens isn't helping, I would ask that you work directly with Microsoft.
01-05-2021 11:54 AM