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KCE
New Member
Posts: 3
Registered: ‎12-29-2018

Missing game from Bundle

Hello we ordered the VR Bundle Astro Bot resuce Mission and Moss Bundle.  THe Moss game was missing from the bundle. We recieved the AStro Bot game and a demo disc only. 

 

Posts: 4,616
Topics: 29
Kudos: 436
Solutions: 252
Registered: ‎12-23-2016

Re: Missing game from Bundle

Hello KCE,

 

Thanks for joining us at the Best Buy Community forums. Moss looks like an awesome game, so I’m sure you’re excited to play it.

 

After looking into this, it looks like that should come as a digital download, rather than as a physical game disc. There should be a card in the box with a download code that you can enter into your PlayStation to download the game.

 

Please check through all of the papers that came in the bundle, to see if that code is in there.

 

If you have any questions, or if you can’t find the code, please let me know.

 

Sincerely,

Kyle R|Social Media Specialist | Best Buy® Corporate
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KCE
New Member
Posts: 3
Registered: ‎12-29-2018

Re: Missing game from Bundle

I have searched all our papers from the box. I cannot find the download voucher. I am worried maybe it got tossed by the kids. What can I do?
Posts: 4,616
Topics: 29
Kudos: 436
Solutions: 252
Registered: ‎12-23-2016

Re: Missing game from Bundle

[ Edited ]

Hi again KCE,

 

Under our Return & Exchange Promise, we would be able to accept a return on that and get a replacement for you up until Jan. 12, as long as the purchase was made on Oct. 28 or later. However, it looks like we don’t currently have stock in many locations. You can check the product page here to see if a store local to you may have one available for exchange. There’s also a chance that they could order a replacement in for you, though you’d need to head on in to check on that.

 

Alternatively, you could reach out to Sony directly to see if they can just issue you a new code for that game. Their support website is available here, or they can be reached by phone at (800) 345-7669.

 

I hope one of those solutions works for you. If you have any other questions, please let me know.

 

Sincerely,

Kyle R|Social Media Specialist | Best Buy® Corporate
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KCE
New Member
Posts: 3
Registered: ‎12-29-2018

Re: Missing game from Bundle

I reached out to Sony first and they told me to reach out to Best Buy to get the game. I would consider returning the whole bundle, but it has been unwrapped and the original packaging is not availble anymore.
KC
Posts: 4,616
Topics: 29
Kudos: 436
Solutions: 252
Registered: ‎12-23-2016

Re: Missing game from Bundle

Hi again KC,

 

I’m sorry that Sony was unable to help with that.

 

I don’t believe that we’ll have any options for you beyond that return. As noted in our Return & Exchange Promise, the packaging is not needed to perform the return. A deduction on the refund may be applied for any missing parts, however.

 

I could double check to see if there’s anything I can do on my end if you send me a private message, through the link in my signature, with your name, email address, phone number, and the customer service PIN or order number from your receipt. I can’t promise any specific result, but I can check.

 

Sincerely,

Kyle R|Social Media Specialist | Best Buy® Corporate
Give Kudos if you like this post or Accept as Solution if it answers your query!