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Registered: ‎12-16-2021
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SO FRUSTRATED Order

Okay so I put in an order for Christmas and it included two copies of a pre-order of Back 4 Blood, a pre-order of Far Cry 6, and a pre-order of Halo Infinite.  I was definitely supposed to get some DLC with Halo Infinite and Far Cry 6 but I have not received any e-mails with DLC.  I have contacted customer support 3 times regarding this to no avail.  The first two times I was told to wait 24-48 hours for the email and check my spam folder which I do every single day anyway and the third time I was told I am not getting any DLC.  I bought th ese as Christmas gifts and I would like to get the DLC for them for the recipients.  It is very frustrating that every time I've contacted Best Buy support via phone and chat, I've gotten no resolution to my issues...the first time being that I was told I wouldn't even receive a game I ordered 4 months in advance and yet someone could order it that day and get it within a few days.  I looked online and this is an issue other people are having too..poor customer support and not receiving their DLC.

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Registered: ‎11-23-2018

Re: SO FRUSTRATED Order

Hey, AJHaycook!

 

Thanks for joining our online community and posting for support with your pre-orders. I understand wanting to follow up on your missing DLC, as including that would make for an even better Christmas gift! I'm hoping I can provide the support you've been looking for now.

 

To start, please send me a private message including your full name, email, phone number, and order number. You can find the blue option to message me to the right of my name below.

 

Happy to help,

Allison|Social Media Specialist | Best Buy® Corporate
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Re: SO FRUSTRATED Order

Allison,

     Thank you so much for all your help.  I do have one issue.  The link you sent me for the Back4Blood preorder bonus doesn't let me download it.  It wants a code.  I pre-ordered 2 copies of this game giving one to my husband and one for my son so I should have gotten two 25 character codes to enter into xbox live. 

 

 

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Registered: ‎07-06-2009

Re: SO FRUSTRATED Order

Hi, AJHaycook,

 

Allison isn't currently available, so I wanted to step in to look into this with you. I can understand having difficulties with the link that she sent you wouldn't be ideal, and I'll be happy to see if I can assist further with this. 

 

I saw that you'd also sent a private message to Allison about this. I'll be responding there shortly to request some additional information from you. 

 

Sincerely,

 

 

Melissa|Senior Social Media Specialist | Best Buy® Corporate
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Registered: ‎07-06-2009

Re: SO FRUSTRATED Order

Hello again, Angelica,

 

Thanks for verifying that information. I did take a look at the previous conversation with Allison and the research that was done. Per my understanding, the codes for Back 4 Blood were not sent to retailers due to some issues. Per a Tweet from the Back4Blood official handle in October, this was fixed and steps were to be provided at the link that Allison shared. 

 

At this time, my best suggestion would be to reach out to the publisher of the game, to see if they can assist with getting access to the bonus features. They have the option to ask for help at the top of their support page at https://wbgamessupport.wbgames.com. I hope that they are able to help get this fixed for your husband and son. If you do have any further questions though, please don't hesitate to let me know. 

 

Best Wishes,

 

Melissa

Melissa|Senior Social Media Specialist | Best Buy® Corporate
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Re: SO FRUSTRATED Order

Melissa,

     I did contact them via the information  you gave me only to be told today that the pre-order DLC could only be downloaded through October 31 which would have been great if Best Buy had told me anything about that at the time.  This year I had multiple issues with orders through Best Buy, two of which were finally solved via message boards because chat and phone were useless and then other issues never were fixed like this one.  I'm severely disappointed in Best Buy because of this.  I had several good purchases through Best Buy before that and I had high confidence in the company, but now that I've had all of these issues for which I've had to contact customer service, I'm really disappointed and let down.  When I ran into these issues, I noticed there were many other customers running into the same issues and also realized Best Buy has a really low rating now for customer service.  The phone customer service is the worst followed by the chat customer service.  The best customer service I had was via this message board, but due to being strung along by this company for so long, I missed out on this download.  Best Buy really needs to get it together when it comes to their DLC codes and their customer service.  I really wanted to pre-order a game for my son via Best Buy, but these issues caused me to order via Amazon.com

     I thank the customer service personnel who actually did help me but my opinion of Best Buy when it comes to ordering games has bottomed out at this point.  It shouldn't be this difficult and drawn out to resolve things and it should take this many months.  I ordered all of these games back in August and I finally get told it's too late to get these items because now it's December.  What a shame.

Posts: 2,253
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Registered: ‎07-06-2009

Re: SO FRUSTRATED Order

Hello again, AJHaycook,

 

Thank you for the update about your contact with the publisher of Back 4 Blood. I understand finding out that there was a limited time to claim the pre-order DLC would not be a welcome situation.

 

This is the first I'm personally hearing about any time frame in which the pre-order codes needed to be entered by, especially one so soon after the game was released. These codes were being provided directly from the publisher, so we really did not have any information regarding the redemption process to be able to share. Any information that we did have was what the publisher had provided in their public tweet in October. Had the codes been provided by us, any downloading instructions should have been provided either on the purchase receipt or in the email that would have been sent. 

 

I realize that this did not go how either of us had hoped it would. I wish I had any other options to be able to get that DLC content for you and your son. If there is anything else that I can assist with, please don't hesitate to reach out. 

 

Sincerely,

 

Melissa|Senior Social Media Specialist | Best Buy® Corporate
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