Gaming Support

[curtisd88]

My preorder bonus was cancelled for no reason even though I've picked up my preorder. Can I be issued a code please?

[neoGH87]

I also had my pre-order bonus canceled several days after picking up my game. I too would appreciate getting the code that was promised

[Sarah-BBY Social Media Specialist]

Hi there, curtisd88. 

Thanks for reaching out. If your preorder bonus was unexpectedly cancelled, I understand why you’d be seeking support. I’d love to investigate this, although I will need a bit more information.

When convenient, please send me a Private Message. For verification purposes, please include your full name, email address, and telephone number. To send a Private Message, simply select the darker blue icon, which is located across from my signature. 

Best, 

[Sarah-BBY Social Media Specialist]

Good Morning, neoGH87. 

It is always nice to hear from one of our customers, although I understand your preorder bonus content was cancelled. That isn’t the news we would have expected. I’d like to review the order details, in effort to determine if I’d have any resources available to assist.   

Please use the darker blue icon, which is located across from my signature, to send me a Private Message. Please be sure to include your full name, email address, and telephone number. 

Thanks! 

[Sarah-BBY Social Media Specialist · Accepted solution]

Hey there! 

I wanted to check back in with an update, as we've been looking into this. Our gaming experts were just informed the publisher opted to include the preorder bonus content in the game itself, rather than as a separate code. In the unlikely event you have any issues accessing this content, please contact the publisher directly for further assistance.  

Best, 

[TPLawrence]

I moved my order last night to the other Best Buy location in my area. It’s not my favorite location to do business as historically I’ve had bad service at that one over the many years I’ve been a customer. I use it as a last resort on certain occasions such as this one.

I still can’t say in a fan of that practice as there is no guarantee it is in there until the customer opens it. If it’s not there the burden is now the consumer. This type of “Pass the Buck” mentality is not something I subscribe to at my business nor when doing business with others. I’ve seen it increasingly grow as nobody wants to stand up and say hey that’s my fault let’s get that fixed. Instead it’s a shell game and which eventually gets fixed but has the customer jumping through so many additional hoops it’s generally not worth the time.

I’ll head over to that Best Buy this evening, pick up the game, and then open it. If it doesn’t have a code inside I’ll be canceling all my pending orders with your company and move on. I’m not going to be blaming the publisher, they sold it to your company and I hold your company responsible for delivering on what you advertise. Had I bought directly from them I would hold them to the same standard.

I will thank you for responding however, my only advice to your company would be clear that these promotions are listed as included with the game instead of a digital emailed code as described. I don’t like being misled, and for the poor soul who got his email digital code cancelled outright it would have cleared up that issue was well.

[Sarah-BBY Social Media Specialist]

Hello again. 

Thank you for the update and your feedback. I’m glad to hear you’ve modified the fulfillment location, although I understand you would have preferred not to have gone that route. The publisher has confirmed the preorder bonus content is included with the physical game. I apologize for any confusion that may have caused. 

Your Private Message has been received. I’ll be checking in with you there, as it sounds like you need further support with your order. Once I obtain the necessary information, I will do all I can to help. 

Best,