Gaming Support

[ThePrinceofMilk]

So, I pre-ordered Elden Ring for Xbox back on 10-15-19 and as of a few days ago, the order has been scrubbed from my account. I attempted to contact chat support, but they directed me to the phone support. I've talked to phone support 4 different times and they hung up on me all those times without resolution. Some of the reps told me the order still exists, but I'm skeptical. I'm worried I won't get the later added bonuses of the steelbook and DLC code. I also don't want to lose my Gamer's Club Unlocked price that I got by pre-ordering so long ago.

Can someone help get the order back on my account with the 2 free bonuses and the GCU price?

[KeithM-BBY · Accepted solution]

Hello, The PrinceofMilk,

Thank you for connecting with our team here. As a gamer myself, I can understand wanting to make sure you get a title your expecting along with any bonus and pricing that entails. It sounds like you haven't been able to get all the answer you need, so I would love to look into this further to see what's possible. So that I may begin investigating for you, please send me a private message including your full name, email, phone number, and order number. You can find the private message option in blue to the right of my name below.

Kindly,

[bobberuchi]

October of 2019?

I don't even recall it being available for pre-order until late last year.  The earliest pre-order I saw was last summer.

No offense intended but are you sure it was Elden Ring?

GCU had ended in 2018 and I do recall getting a message letting me know that any orders not fufilled by March of 2021 would not be honored. 

I am not an employee of Best Buy. All opinions and comments are my own.

[ThePrinceofMilk]

See my confirmation emails here: 

{removed per forum guidelines}

I even got one on 10-18-21 stating the release date change as you can see. It was the last GCU game I had in my "In Progress". On top of this weirdness, Best Buy had a "glitch" that changed my primary email address on my account, deleted my payment options and shipping addresses. Not sure if they are related. My order also doesn't show in my "canceled" orders.

[bobberuchi]

I asked a friend of mine who has been fired up about this game for years.  He said he did recall seeing it shortly after the E3 announcement.

[ThePrinceofMilk]

Yeah, we have been waiting a while. Back at the end of 2019, I pre-ordered as many games that I was intereasted in as I could with my GCU. This has been the last stand for my GCU for a while until the issue happened.

[bobberuchi]

My friend was also on the beta a few weeks ago and said the game is awesome.  and he is more fired up than he had been