Gaming Support

[kona0013]

Hello - first time post here. I hope I am within all the guidelines. 

I unfortunately had to reach out customer service this morning due to not receiving what was clearly stated on the product page. 

I purchsed a video card (MSI 5700-xt) that was supposed to include: Free Godfall download, 90 days of World of Warcraft: Shadowlands (as stated on the product page)

Instead, it just included the BASE game for shadowlands. Which if you already have an account, is rendered useless. I was debating between 2 different cards and went with this one for the 90 days of playtime because I play wow so thats worth $45 to me ($15/per 30 days) 

Below is the chat transcript of what the agents were able to provide with their best efforts. I was escalated twice and repeated my issue 5 or so times. 

8:37 a.m.

Tina:

Connected with a live agent.

1. Tina:

   Thank you for choosing Best Buy, my name is Tina. How may I assist you today?

2. 8:39 a.m.

   You:

   Hey- I am having an issue with the promo that came with the video card I just purchased. On the product page, it says it comes with 90 days of world of warcraft play time but the code is only to redeem for the base game, no playtime

3. 8:39 a.m.

   Tina:

   To best assist you with this  I’m going to transfer you to a team member who specializes in this. I appreciate your patience and thank you for choosing Best Buy.

4. 8:39 a.m.

   You:

   Ok, thanks!

5. 8:40 a.m.

   Junelsy S:

   Connected with a live agent.

6. Junelsy S:

   Hello, one moment while i review the chat please

7. 8:40 a.m.

   You:

   Thanks

8. 8:41 a.m.

   Junelsy S:

   may i have the name of the video game?

9. 8:41 a.m.

   You:

   world of warcraft: hadowlands

10. You:

    shadowlands*

11. 8:42 a.m.

    Junelsy S:

    thank you, one moment

12. 8:43 a.m.

    You:

    and the video card I purchased was the MSI 5700-xt

13. 8:43 a.m.

    Junelsy S:

    thank you

14. 8:44 a.m.

    You:

    and what I see on the product page reads this: "Free Godfall download, 90 days of World of Warcraft: Shadowlands"

15. You:

    but the code only redeems the $40 game, not playtime. Which is rendered useless as I already have an account

16. 8:45 a.m.

    Junelsy S:

    so you did get the godfall but not the other one?

17. 8:45 a.m.

    You:

    no, I could get the other one, but is the game and not 90 days of playtime as stated

18. 8:47 a.m.

    Junelsy S:

    so having the game is not enough to play it, you also need the playtime? sorry im not too familiar with digital games

19. 8:48 a.m.

    You:

    no worries! Yeah, for world of warcraft - you need to buy the base game but then also playtime which is $15 a month (30 days). The video card stated it came with 90 days of playtime (something I could add to my account I already had) but the actual

20. You:

    download is only for the base game... which was not what I purchased for. Nor what it stated

21. You:

    The video card was my 2nd choice but the 90 days of playtime gave me the extra incentive to buy instead of another one. But it did not come with what it said

22. You:

    so Im just trying to either get the playtime or be compensated to avoid having to disassemble my newly built PC and return an open box item to you guys

23. 8:51 a.m.

    Junelsy S:

    so where it says the free item it just says 90 days of the game, i dont see were it states playtime

24. Junelsy S:

    since you mentioned that is bought separately, i noticed that in the product page it says you might need a $50 steam card

25. Junelsy S:

    could you use that to buy the access you mentioned of $15/month?

26. 8:53 a.m.

    You:

    No, to clarify the base game will NOT allow you to play as you need a subscription. so the base game that is actually included, is 0 days of playtime. 90 days of world of warcraft insinuates it comes with 90 days of the subscription required

27. You:

    but instead its the base game which was not listed as so

28. 8:53 a.m.

    Junelsy S:

    okay, let me get you over to customer care and they can explain the offer

29. 8:54 a.m.

    You:

    and no to steam, totally separate entity

30. 8:54 a.m.

    George {removed per forum guidelines}:

    Connected with a live agent.

31. George {removed per forum guidelines}:

    Thank you for choosing Best Buy, my name is George {removed per forum guidelines}.

32. 8:54 a.m.

    You:

    Hey George

33. You:

    Im hoping you are able to read the chat?

34. 8:55 a.m.

    George {removed per forum guidelines}:

    Please allow me a minute to check your previous chat.

35. 8:55 a.m.

    You:

    perfect. thank you!

36. 8:56 a.m.

    George {removed per forum guidelines}:

    You're welcome.

37. George {removed per forum guidelines}:

    It is taking longer than expected please allow me couple more minutes.

38. 9:00 a.m.

    You:

    no problem

39. 9:01 a.m.

    George {removed per forum guidelines}:

    Thank you.

40. 9:05 a.m.

    You:

    if you need any additional info, just let me know

41. 9:05 a.m.

    George {removed per forum guidelines}:

    Sure.

42. George {removed per forum guidelines}:

    Thank you for your time.

43. 9:08 a.m.

    You:

    no problem

44. 9:08 a.m.

    George {removed per forum guidelines}:

    I see that you will get free Godfall and World of Warcraft: Shadowlands Bundle - Windows [Digital] with MSI - MECH OC AMD Radeon RX 5700 XT 8GB GDDR6 PCI Express 4.0 Graphics Card - Black

45. 9:09 a.m.

    You:

    correct

46. 9:10 a.m.

    George {removed per forum guidelines}:

    thank you.

47. 9:10 a.m.

    You:

    and that is exactly what I could get with the code. The issue is, your product page said 90 days of wow but that was NOT included

48. You:

    and that was my incentive to buy this video card over another one

49. 9:12 a.m.

    George {removed per forum guidelines}:

    I udnerstand!

50. George {removed per forum guidelines}:

    Understand*

51. George {removed per forum guidelines}:

    i have checked the details and see that you will get code to your email with in 24 hours from the time of delivery, please check in spam and junk folders.

52. 9:14 a.m.

    You:

    i already got the code

53. You:

    my issue is the code does not include what was stated on the product page

54. 9:17 a.m.

    George {removed per forum guidelines}:

    May i know the issue which you are facing?

55. 9:17 a.m.

    You:

    ive already said it 3 different times

56. 9:17 a.m.

    George {removed per forum guidelines}:

    May I please have 1-2 minutes to look into this for you? I appreciate your patience.

57. 9:17 a.m.

    You:

    Yes

58. 9:19 a.m.

    George {removed per forum guidelines}:

    Thank you.

59. 9:23 a.m.

    You:

    So just to sum it up, the code included has the base game of shadowlands, not the 90 days as stated on your product page

60. 9:24 a.m.

    George {removed per forum guidelines}:

    thank you for your time.

61. 9:24 a.m.

    You:

    so Im just trying to either get the playtime or be compensated to avoid having to disassemble my newly built PC and return an open box item to you guys

62. 9:24 a.m.

    George {removed per forum guidelines}:

    I have checked the details and see that you will only get base game for free and you will not get play time with it.

63. 9:25 a.m.

    You:

    exactly, so everything is correct with the code. But your product page said it was included in which it is NOT

64. You:

    so I am looking to be compensated for the false advertisement to avoid disassembling my PC and returning an open box

65. 9:25 a.m.

    George {removed per forum guidelines}:

    I see that it is mentioned as free Godfall and World of Warcraft: Shadowlands Bundle - Windows [Digital]

George {removed per forum guidelines}:

I'm sorry we do not have option to honor compensation.

Having a difficult time of inserting my screenshot of the product page but you can still see the offer under the price:

https://www.bestbuy.com/site/msi-mech-oc-amd-radeon-rx-5700-xt-8gb-gddr6-pci-express-4-0-graphics-ca...

I'm not quite sure what do do from here. I suppose the most logical solution at this point is to take the video card out of my PC and return an open box to a best buy store. 

[SeanM-BBY Retired: Social Media Specialist]

Good afternoon, kona0013,

Welcome to our Support Forums, and thank you for sharing your experience with us.  I can certainly understand your disappointment with the code you received with your graphics card purchase.

Try as we might to avoid it, please know that we’re unable to guarantee everything listed on BestBuy.com is 100% accurate or error-free, as outlined in our Terms and Conditions.  While I understand you’ve requested compensation for this experience, this is a request we’ll be unable to accommodate, and I apologize for any further disappointment this news may bring.

With that said, I would like to follow up with our internal support teams here at Best Buy to ensure we have the correct information listed on this product page.  You also mention this graphics card was to include a copy of Godfall, however, there doesn’t seem to be any mention of this game in your post.  Would you be able to clarify if you’ve received a copy of Godfall with the code you’ve received?

Looking forward to hearing from you,

[tomj1981]

---

@kona0013 wrote:

Hello - first time post here. I hope I am within all the guidelines. 

I unfortunately had to reach out customer service this morning due to not receiving what was clearly stated on the product page. 

I purchsed a video card (MSI 5700-xt) that was supposed to include: Free Godfall download, 90 days of World of Warcraft: Shadowlands (as stated on the product page)

Instead, it just included the BASE game for shadowlands. Which if you already have an account, is rendered useless. I was debating between 2 different cards and went with this one for the 90 days of playtime because I play wow so thats worth $45 to me ($15/per 30 days) 

Below is the chat transcript of what the agents were able to provide with their best efforts. I was escalated twice and repeated my issue 5 or so times. 

8:37 a.m.

Tina:

Connected with a live agent.

1. Tina:

   Thank you for choosing Best Buy, my name is Tina. How may I assist you today?

2. 8:39 a.m.

   You:

   Hey- I am having an issue with the promo that came with the video card I just purchased. On the product page, it says it comes with 90 days of world of warcraft play time but the code is only to redeem for the base game, no playtime

3. 8:39 a.m.

   Tina:

   To best assist you with this  I’m going to transfer you to a team member who specializes in this. I appreciate your patience and thank you for choosing Best Buy.

4. 8:39 a.m.

   You:

   Ok, thanks!

5. 8:40 a.m.

   Junelsy S:

   Connected with a live agent.

6. Junelsy S:

   Hello, one moment while i review the chat please

7. 8:40 a.m.

   You:

   Thanks

8. 8:41 a.m.

   Junelsy S:

   may i have the name of the video game?

9. 8:41 a.m.

   You:

   world of warcraft: hadowlands

10. You:

    shadowlands*

11. 8:42 a.m.

    Junelsy S:

    thank you, one moment

12. 8:43 a.m.

    You:

    and the video card I purchased was the MSI 5700-xt

13. 8:43 a.m.

    Junelsy S:

    thank you

14. 8:44 a.m.

    You:

    and what I see on the product page reads this: "Free Godfall download, 90 days of World of Warcraft: Shadowlands"

15. You:

    but the code only redeems the $40 game, not playtime. Which is rendered useless as I already have an account

16. 8:45 a.m.

    Junelsy S:

    so you did get the godfall but not the other one?

17. 8:45 a.m.

    You:

    no, I could get the other one, but is the game and not 90 days of playtime as stated

18. 8:47 a.m.

    Junelsy S:

    so having the game is not enough to play it, you also need the playtime? sorry im not too familiar with digital games

19. 8:48 a.m.

    You:

    no worries! Yeah, for world of warcraft - you need to buy the base game but then also playtime which is $15 a month (30 days). The video card stated it came with 90 days of playtime (something I could add to my account I already had) but the actual

20. You:

    download is only for the base game... which was not what I purchased for. Nor what it stated

21. You:

    The video card was my 2nd choice but the 90 days of playtime gave me the extra incentive to buy instead of another one. But it did not come with what it said

22. You:

    so Im just trying to either get the playtime or be compensated to avoid having to disassemble my newly built PC and return an open box item to you guys

23. 8:51 a.m.

    Junelsy S:

    so where it says the free item it just says 90 days of the game, i dont see were it states playtime

24. Junelsy S:

    since you mentioned that is bought separately, i noticed that in the product page it says you might need a $50 steam card

25. Junelsy S:

    could you use that to buy the access you mentioned of $15/month?

26. 8:53 a.m.

    You:

    No, to clarify the base game will NOT allow you to play as you need a subscription. so the base game that is actually included, is 0 days of playtime. 90 days of world of warcraft insinuates it comes with 90 days of the subscription required

27. You:

    but instead its the base game which was not listed as so

28. 8:53 a.m.

    Junelsy S:

    okay, let me get you over to customer care and they can explain the offer

29. 8:54 a.m.

    You:

    and no to steam, totally separate entity

30. 8:54 a.m.

    George {removed per forum guidelines}:

    Connected with a live agent.

31. George {removed per forum guidelines}:

    Thank you for choosing Best Buy, my name is George {removed per forum guidelines}.

32. 8:54 a.m.

    You:

    Hey George

33. You:

    Im hoping you are able to read the chat?

34. 8:55 a.m.

    George {removed per forum guidelines}:

    Please allow me a minute to check your previous chat.

35. 8:55 a.m.

    You:

    perfect. thank you!

36. 8:56 a.m.

    George {removed per forum guidelines}:

    You're welcome.

37. George {removed per forum guidelines}:

    It is taking longer than expected please allow me couple more minutes.

38. 9:00 a.m.

    You:

    no problem

39. 9:01 a.m.

    George {removed per forum guidelines}:

    Thank you.

40. 9:05 a.m.

    You:

    if you need any additional info, just let me know

41. 9:05 a.m.

    George {removed per forum guidelines}:

    Sure.

42. George {removed per forum guidelines}:

    Thank you for your time.

43. 9:08 a.m.

    You:

    no problem

44. 9:08 a.m.

    George {removed per forum guidelines}:

    I see that you will get free Godfall and World of Warcraft: Shadowlands Bundle - Windows [Digital] with MSI - MECH OC AMD Radeon RX 5700 XT 8GB GDDR6 PCI Express 4.0 Graphics Card - Black

45. 9:09 a.m.

    You:

    correct

46. 9:10 a.m.

    George {removed per forum guidelines}:

    thank you.

47. 9:10 a.m.

    You:

    and that is exactly what I could get with the code. The issue is, your product page said 90 days of wow but that was NOT included

48. You:

    and that was my incentive to buy this video card over another one

49. 9:12 a.m.

    George {removed per forum guidelines}:

    I udnerstand!

50. George {removed per forum guidelines}:

    Understand*

51. George {removed per forum guidelines}:

    i have checked the details and see that you will get code to your email with in 24 hours from the time of delivery, please check in spam and junk folders.

52. 9:14 a.m.

    You:

    i already got the code

53. You:

    my issue is the code does not include what was stated on the product page

54. 9:17 a.m.

    George {removed per forum guidelines}:

    May i know the issue which you are facing?

55. 9:17 a.m.

    You:

    ive already said it 3 different times

56. 9:17 a.m.

    George {removed per forum guidelines}:

    May I please have 1-2 minutes to look into this for you? I appreciate your patience.

57. 9:17 a.m.

    You:

    Yes

58. 9:19 a.m.

    George {removed per forum guidelines}:

    Thank you.

59. 9:23 a.m.

    You:

    So just to sum it up, the code included has the base game of shadowlands, not the 90 days as stated on your product page

60. 9:24 a.m.

    George {removed per forum guidelines}:

    thank you for your time.

61. 9:24 a.m.

    You:

    so Im just trying to either get the playtime or be compensated to avoid having to disassemble my newly built PC and return an open box item to you guys

62. 9:24 a.m.

    George {removed per forum guidelines}:

    I have checked the details and see that you will only get base game for free and you will not get play time with it.

63. 9:25 a.m.

    You:

    exactly, so everything is correct with the code. But your product page said it was included in which it is NOT

64. You:

    so I am looking to be compensated for the false advertisement to avoid disassembling my PC and returning an open box

65. 9:25 a.m.

    George {removed per forum guidelines}:

    I see that it is mentioned as free Godfall and World of Warcraft: Shadowlands Bundle - Windows [Digital]

George {removed per forum guidelines}:

I'm sorry we do not have option to honor compensation.

Having a difficult time of inserting my screenshot of the product page but you can still see the offer under the price:

https://www.bestbuy.com/site/msi-mech-oc-amd-radeon-rx-5700-xt-8gb-gddr6-pci-express-4-0-graphics-ca...

I'm not quite sure what do do from here. I suppose the most logical solution at this point is to take the video card out of my PC and return an open box to a best buy store. 

---

World of Warcraft®: Shadowlands - Blizzard

Below you will find a redemption code and instructions to download World of Warcraft®: Shadowlands for your AMD powered system through the Blizzard.com website or through the Blizzard Battle.net App.

The release date is determined by the publisher and may change without notice.

*For Taiwan, Hong Kong, Macau and South Korea countries only: Consumer will receive 90 days of game-time in World of Warcraft®: Shadowlands.

World of Warcraft®: Shadowlands is not yet rated. May contain content inappropriate for children. Please consult with ESRB.org, PEGI.info, or your regional game ratings organization.

World of Warcraft®: Shadowlands ©2020 Blizzard Entertainment, Inc. World of Warcraft and Blizzard Entertainment are trademarks or registered trademarks of Blizzard Entertainment, Inc., in the U.S. and other countries.

the fine print will get ya everytime!!!!!!!!!!!