Gaming Support

[JKirkInTexas]

I pre-ordered this game digitally for PC it's been pending all day, I even contacted customer service and then said they would get someone back with me within 24 hours. I'm sorry but I pre-order an item so I can receive it on release day especially when I pre-order it digitally. It is very bothersome to have to deal with this. This is really pushing me away from ever pre-ordering again with Best Buy.

[TheMan42]

I'm confused - the game released yesterday, yet the "Digital Edition" only shows as pre-order.  Seriously, get your stuff together, you guys aren't serving the download yourself - it's simply a code that's emailed out - this really shouldn't be this hard.

[JKirkInTexas]

Got a update, there is a issue with the publisher with getting the digital codes. They said it would be resolved in "24 to 48 hours" but to be honnest I pre ordered the game to recieve it the day it released. So I canceled my order, I will grant that they cannot control the way a publisher behaves. But they can let their customers know when there is a issue instead of not communicating with them. This might be the last time I pre-order through best buy. Very disapointed with their communication. I should have gotten a hint that something was wrong when they delisted the digitial PC pre-order from their store shortly after I bought it.

[SeanM-BBY Retired: Social Media Specialist]

Good morning, everyone,

Thank you for pre-ordering your copies of Mass Effect Legendary Edition with us, and while I’m glad to see some of you have already received your copies of the game, I completely understand the frustration of those of you that have not.

If you’ve pre-ordered a physical copy of the game, please know Best Buy ships these pre-orders out with the intention of getting them to you on or as close to release day as possible.  While we’re able to hit this mark a majority of the time, there can be circumstances beyond our control that prevent us from guaranteeing your game will get to your mailbox on release day.  Going forward, I recommend keeping an eye on your email inbox for any updates to your orders, and I’m optimistic you’ll be receiving your copies of the game soon, if you haven’t already.

For those that pre-ordered a digital copy of Mass Effect Legendary Edition with us, I’ve reached out to an internal support team here at Best Buy to look into this matter further, and see what might be causing the delay in your codes delivery.  Once I have more information, I’ll be following up here.

Thank you for your patience,

[DerLeyenda]

I appreciate a representative finally breaking silence. However, the game has almost been released 48 hours ago. Everyone who bought the game through other retailers have been playing since Thursday night. I don’t think the developer is to blame seeing as the website still lists the digital order’s release date at “To be announced”. That’s a Best Buy mistake. I really don’t see the use in preordering a game if we don’t get to play it on the day it’s released. Will we be compensated for all of this trouble?

[TheMan42]

End of Sunday, digital download still has no release date marked, and it appears the hapless development team at Best Buy cant figure out anything beyond reciting knowledge base articles and canned replies.

Have they engaged someone who knows what they're doing? It's a real shame when you have this type of turnaround on an issue for a product launch.

[JKirkInTexas]

I personally canceled my personal pre-order. When they could not give more than a 24 to 48 hour window response I got really suspicious.

[SeanM-BBY Retired: Social Media Specialist · Accepted solution]

Good morning, all,

Thank you for your patience while we reviewed this matter further.  I've received word from our internal support teams that the digital codes for the Xbox versions of the game have gone out at this time.  If you're still not seeing your code in your email inbox, or Promotions folder if you're using Gmail, please follow the steps outlined in our Game Codes--Read Me First floated post, and our Gaming Support team should be able to get your code resent to you.  If you've ordered the PC version of the game, I understand your order should be cancelled at this time, and any funds linked to your order should have returned to your original form of payment.

Thank you,