Gaming Support

[tubtub]

Best buy got the codes out for ff7. Usually I've had much better luck with best buy than amazon...until lately at least.

[Bill-BBY Senior Social Media Specialist]

Hey folks, 

Thanks for bringing this to our attention.  This happened before awhile back, and it was supposed to be fixed, so not sure why you are getting these emails again.  I've already reached out to our support teams to look into it.  I'll update this thread when I know more.

Thanks for your patience.

[Elaqure]

I got the email too, but wanted to add my two cents on the issue.

I called Best Buy support this morning (8 am CST) to ask about the situation and the answer I got is that Best Buy is working on the order, but does not have the supply to fulfill it. I explained the game was pushed back to September (and that it says as much on the BB website), but the CSR kept circling around to “BB is working on the order, but we don’t have the units to fulfill it”. The resolution was that the CSR escalated the issue.

Are there any other things I should do here? Or are we just in a wait and see holding pattern? (I don’t mean to be dramatic, but I’m concerned about having my preorder cancelled almost a year after I made it because of a glitch)

Thanks!

[joeevw]

I woke up this morning to the same message about my pre-order. I just got off of the phone with customer service (an hour and a half wait) to get absolutely no useful information about what is going on, although I did get a case number for my order.

I really hope our orders don't get cancelled, we waited a long time that day just to get a chance to place the order and now to get cancelled on a glitch would make me stop using best buy.

[Bill-BBY Senior Social Media Specialist]

Hey folks, please don't call in.  Once I have more information, I'll update this thread.

We appreciate your patience.

[starscream615]

Thanks Bill!

[Bill-BBY Senior Social Media Specialist · Accepted solution]

Hey there everyone,

I just received an update from our support teams.  They will locate all affected orders and fix the auto-cancel issue on those orders.  Once they've identified the impacted orders, and made the corrections to them, you should receive an email letting you know.

A couple of things to know with this:

1. The appearance of your order in your BestBuy.com may not reflect any new status.  This is normal, it does not mean your order is still in jeopardy
2. That being said, as much as we would like to, we cannot 100% guarantee any particular pre-order will fulfill.  Only Sith deal in absolutes
3. If you don't receive the email, that does not mean that your order was not looked at and worked.  The email could get blocked by your service provider, or go to a Spam/Junk/Promotions folder.  Again, if you don't get an email, it's not a cause for alarm

We continue to work towards a long term fix for this issue in our systems, and hopefully we'll be able to eliminate these email concerns soon.

Thanks and stay safe all!

[ArasakaJunkie]

Thanks Bill! Glad you have the support teams looking into it. A cancelled collectors edition would be very sad.

[Elaqure]

Thanks for the update, Bill. While I appreciate that nothing can be guaranteed, what recourse, if any, would there be if an order slipped through the cracks and wound up canceled anyway (since it sounds like that’s still a possibility). I’m just trying to get some additional clarity since these preorders are ten months old and there’s currently no other way to get a copy of the Collector’s Edition (aside from scalpers on EBay).

Thanks again!

[Bill-BBY Senior Social Media Specialist]

While I would love to say there is a resolution for a cancelled order (whether accidently or otherwise), there isn’t one.  These collector’s editions are sold out, and cancelled orders generally go immediately into stock, there isn’t a way for us to hold them.  I can only point you to the Terms & Conditions for BestBuy.com here under the Order Confirmation section.

Ideally, we won’t have any accidental cancellations due to system issues.

Thanks for the question.