Gaming Support

[rpg-dad]

I have opened 3 tickets with BB. One chat, one phone and one here. The response from a DM on the forum was they ran out of codes. Koei sent a Twitter on Saturday say they reached out to vendors. Don't know what that means, but if you want update check KoeiTecmoUS twitter.

[Daverost]

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@Tirnoth wrote:

Best Buy finally sent it yesterday at 2:09PM.

Wish the rest of you guys luck. I recommend giving them the SKU that's on the preorder DLC (you need to click the link on the DLC in your account) to helpfully advance your case.

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I don't even have a DLC item in my order. I ordered in October and the only item in my order is the game. At the time, the description on the site said I'd get the pre-order bonus code on my receipt, so I assumed it would just be emailed out when the item was sent.

[xDK]

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@rpg-dad wrote:
I have opened 3 tickets with BB. One chat, one phone and one here. The response from a DM on the forum was they ran out of codes. Koei sent a Twitter on Saturday say they reached out to vendors. Don't know what that means, but if you want update check KoeiTecmoUS twitter.

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Here's an update on my end. After being given the runaround a few more times, I was told that they were having issues getting the codes out and it has been "escalated to higher management" and also that "they are aware of the issues". The difference this time was I was actually given a reference number for my phone call and that someone would call me back, but I'm not sure if that's really worth anything or not.

So we went from being told they were "out of codes" to "there are issues with distributing the codes". Either way, looks like we tried to pre-order and get a bonus, but got screwed out of the bonus.

Here's the kicker, the Best Buy rep on the chat had all my account info and I gave them my order number, but they "could not find the order in the system" and told me to call the 1-800 number. Again. So that makes 2 phone calls and 1 chat submission.

Wishing you all the best and good luck!!

[Bill-BBY Retired: Senior Social Media Specialist]

Good afternoon everyone,

Thanks for letting us know that some of you are experiencing an issue receiving your pre-order bonus for Atelier Ryza 2: Lost Legends & the Secret Fairy.  We realize how often these bonuses are necessary to have a good experience when initially playing the game, and we apologize for the delay.

I originally reported this last week, and at that time, we thought we had solved the issue, and it did look like some customers received their bonuses based on the replies here.  However, it’s become apparent from the follow up messages that some of you are still waiting on these bonuses.  I’ve let our support teams know that there remains an issue, and they are working on it, but at this time, I do not have an ETA on resolution.  Once we have more information, we’ll update this thread.

Thanks for your patience,

[Daverost]

Thank you, Bill.

Just a follow up with my own experience. I just spent about an hour between website chat and the phone. After providing my order number, order date, the game's SKU and release date, and the SKU of the DLC when describing my issue, I was first told to check my email and spam folder for the DLC code. After confirming that I had done that, they asked that I call Koei Tecmo US (the publisher) because the code needed to be received from them. I then provided them with the Twitter link that said that retailers should have the code and to contact them if it hasn't been received and after another brief hold they told me to call the phone line and say "digital download" for further assistance. From there, I was disconnected from the first phone rep. But the next one was able to reference my chat with the web agent and placed me on hold. I was then told that they should be sending an email with the code within 24 hours and I was given a reference number to call back with if I did not receive it. Wish me luck.

Best of luck to everyone waiting on this to get resolved. I suggest giving as much information as you can, as the reps don't always have it in front of them to reference and may not understand your issue.

[xDK]

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@Daverost wrote:

Thank you, Bill.

Just a follow up with my own experience. I just spent about an hour between website chat and the phone. After providing my order number, order date, the game's SKU and release date, and the SKU of the DLC when describing my issue, I was first told to check my email and spam folder for the DLC code. After confirming that I had done that, they asked that I call Koei Tecmo US (the publisher) because the code needed to be received from them. I then provided them with the Twitter link that said that retailers should have the code and to contact them if it hasn't been received and after another brief hold they told me to call the phone line and say "digital download" for further assistance. From there, I was disconnected from the first phone rep. But the next one was able to reference my chat with the web agent and placed me on hold. I was then told that they should be sending an email with the code within 24 hours and I was given a reference number to call back with if I did not receive it. Wish me luck.

Best of luck to everyone waiting on this to get resolved. I suggest giving as much information as you can, as the reps don't always have it in front of them to reference and may not understand your issue.

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Great to hear you got further than some of us. Good luck on that and if it's not too much trouble, could you please keep us updated for the results on your end?

Also, yes. Thank you very much for your response, Bill!

[Echoman83]

I messaged support on here and they replied that they ran out and will send us the codes eventually. I messaged back for more details, but haven’t heard back yet. I have a bad feeling we won’t be getting our codes.

[Echoman83]

Disregard my last post. The previous posts did not load for me to read.

[Echoman83]

Keep checking your emails. I just got my code for the switch version at 11:54am eastern! I didn’t do anything different from what others have, so be patient. Thanks BBY support.

[rpg-dad]

Yes, I got mine as well 11:53 CST. Thanks to everyone at Bestbuysupport for their help.