Gaming Support

[urktopus]

I placed an order for a PS Plus 12mo card on Nov 28 and it was stuck pending for the next couple of weeks. I recently noticed that the order had sometime quietly updated to "Ready to Redeem", however I have not received an email containing the code or even any email regarding an order update.

I've checked every folder I possibly can, Spam included, and manually gone through every email received between the confirmation email and present - nothing from Best Buy related to the order or code was among them. I've ordered digital before and never had this sort of issue. Help?

[urktopus]

This issue is still ongoing. Since this post I have called support 4 times, and believe I am no closer to solving the problem. I want to preface this update by saying that I've been told multiple times it's been sent and that I need to check my spam and junk folder - It definitely is not there. I have received multiple other emails from Best Buy in this time and none of them are the item I paid for. Additionally the spread in calls is due to a struggle in finding a time to call. 

Additionally, I've been told multiple times that the code has been resent at my request - nobody seems to care this doesn't seem to resolve the issue - just that it gets me off the phone because I have to wait to confirm. 

On Dec 26, a day before this post, I was transfered to the "Digital Downloads" department. However, nobody picked up after 45minutes on hold. 

Dec 28, I called back and was "warm transfered" to the Digital Downloads department to ensure I wouldn't be left on hold. This call ended when the woman informed me she had re-sent the code email and I should receive it in 24hrs. She gave me a Case # to refer to.

Today, Dec 31  Part 1- still having not received an email - I called back, provided the case number, and was transfered to Digital Downloads.. Someone seemed to have accidentally answer the phone because I heard other operators talking to their call, but nobody would respond to me.. I hung up and tried again...

Today, Dec 31 Part 2 - I called back after receiving no response, was warm transfered, and informed by the woman in Digital Downloads that she had re-sent the code again. She also informed me the email it would come from, and pointed me to https://specialtyegc.bestbuy.com/ in order to attempt to generate it myself. Again saying give it 24hrs...

Considering the number of posts in this forum about digital codes and my own experience - my advice is to buy physical and avoid digital entirely, it's a mess. 

[urktopus]

Last follow up to this - And a very frustrating one at that.

Obviously I did not receive any code in the 24hrs since it was sent by the support agent, or since I "manually generated it" using the https://specialtyegc.bestbuy.com/ link. I searched specifically for noreply@deliveryegc.bestbuy.com - the address the email was supposed to come from, and it absolutely is not there. My order, irrefutably, was not provided to me.

The agent I spoke to prior to transferring to a digital department suggested that he's seen this before and the only resolution was to change the email and try again. He then transfered me to someone who could help me further and the call got very frustrating very quickly...

The new agent I spoke to told me they couldn't update the email for this sort of order. And once again, the agent claimed to have sent it - just like the previous agents - and I pushed back because I'm not waiting another 24hrs to go through another round of calls just to have the same conversation. It's like the case numbers provided aren't actually referenced because it's very clear that 'sending the code' is NOT working.

She caved and said she'd issue a refund - but immediately followed with "This is a one time courtesy". I'm sorry, what?

Very clearly something on Best Buy's side is not working as intended. My order was UNFULFILLED and yet this was a one time courtesty? Yeah, I don't think so.. This situation is exactly as if I had physically gone into a store, paid for an item, and then was handed a receipt without the item I just paid for.

I'm going to be honest - I am not buying digital from Best Buy again because I cannot trust that I will receive the item, nor can I trust that there will be a satisfactory resolution if I don't.

Additionally, not one response from the support team within this forum to help put me on the path to any resolution - if anything, this post should serve more of a warning to anyone about the headache you're in for if you end up in a situation where your digital product wasn't delivered

Ya know the cherry on top of it all? The price I paid was Black Friday sale price - and the refund I'm receiving is for that amount. If I want the item I paid for today, I would have to spend an additional $20 for it... Unbelievable.

[CalebH-BBY Retired: Social Media Specialist]

Hey there!

Thank you so much for taking the time to share this with us. I'm deeply sorry for the delayed response back to you on this. I'd love to help out and put an end to this journey for you. If we have to re-ring a new code for you, I'll make sure you get it for the price you paid originally. Whichever path we go, I'll make sure you're taken care of here. To get started, could I please have you reach out to me directly via Private Message and verify your full name, phone number and email address? From there, I can dive in and get going.

I sincerely look forward to hearing back from you!

[urktopus]

I've messaged you the requested details. All I wanted from this was to receive the item I ordered for the price I ordered it for - so if there's a way to make that happen, I'm all for it.

Thanks for reaching out.