WildStar and Best Buy's Terrible Customer Support

Question

To Anyone Who Might Read This:
Because I can't seem to get a timely response from anyone through a private message in less than 3 days, because Best Buy phone reps feign ignorance and pass me along from rep to rep like a basketball (last call was for 88 minutes; 5 reps), and because at this point I feel as though my money has been stolen from me, I will resort to posting on your forums with the desperate hope of a reply.
Allow me to frame my comments with the backstory.  On May 30, 2014, I purchased a download pre-order of WildStar Online.  I paid for the full purchase of the game (59.99).  According the Best Buy's online and instore adds, pre-ordering WildStar would give me several bonuses ingame, as well as access to the headstart weekend beginning on May 31.  The full game edition would be released on June 3, but of course I had paid in full for the game, so I expected to recieve both the pre-order bonuses as well as the full game client.
According to both my receipt and the online add, I was to recieve the pre-order bonus code by email "shortly" after purchase.  I did not.  After several hours, I contacted Best Buy by phone, and I was assured that the email address on file was correct and that I should recieve my code soon.  The following morning (May 31st), six hours after the headstart bonus I was supposed to recieve had already started, I still did not have any email from Best Buy. At that point, I found this forum, Best Buy Unboxed, and followed the instructions given by the moderators for just this issue.  I sent two private messages to BBY which included my customer service pin and the rest of the required information, but by Saturday evening at 8p.m., I still had not recieved a response.
At this point, I called Besty Buy customer service again, as I was missing out on the pre-order bonus that I had paid for, in full, in advance, and had been guaranteed by Best Buy.  The first four representatives I spoke to feigned ignorance and passed me along to the next, all with significant hold times.  After 84 minutes, I was connected with a so-called online game specialist who told me my pre-order code would be sent to me within 24-48 hours.  Perhaps you can see my dilemna here: 48 hours from that point would be approximately 9p.m. on Tuesday, June 2nd, 3 hours before the full release of the game.  With registration and the client download, I would effectively miss out on the headstart bonus I WAS GUARANTEED WITH MY PREORDER FROM BEST BUY.  And this is exactly what happened.
Once I finally recieved a response from Best Buy Unboxed and an email with my pre-order code, I was able to download and play WildStar for two days.  On June 5, the WildStar client prompted me for game time credit, and would no longer allow me to access the game for play.  30 days of playtime comes with all editions of WildStar, so I was initially confused about the prompt, but after a little research I came to find out that Best Buy was supposed to send me two separate codes:  A PRE-ORDER BONUS CODE "shortly" after purchase and a "RETAIL CODE" after release on June 3.  I HAVE NOT RECIEVE THE RETAIL CODE, SO I CANNOT PLAY THE GAME I PAID BEST BUY IN FULL FOR IN ADVANCE!!!!!!
I sent a new private message about this problem to BBY on this forum yesterday morning (6/6/14), and I have still not recieved a response.  Do you guys work on the weekends?  I also sent a reply email to Best Buy, using the "reply to" address on the email that contained my pre-order bonus code, but I have still not recieved a response.  I cannot think of a logical reason why I can't be given a response within 24 hours from Best Buy, particularly considering I have already paid in full for this product.  
I am a long-time, loyal customer of Best Buy, but my confidence in your company has been shaken in recent years.  Customer service, within your stores (particularly in Mississippi), is absolutely horrid.  You representatives are not in the least bit knowledgeable, and do little more than hound customers for sales--if they aren't too busy huddled in electronics hiding from us. Phone support is equally terrible.  I should not have to spend 88 minutes on a phone call and be passed from rep. to rep. to rep. to rep. until someone figurs out how to get an item to me that I have already purchased.  It looks like I will now have to add Best Buy's electronic assistance to the list of my terrible customer service experiences, as a 2-3 day response time from you guy is absolutely ridiculous.
Since 2001-2002, I have spent literally tens of thousands of dollars at Best Buy.  I have purchased televisions, vcrs, dvd players, blueray players, car stereos, computers, movies, video game consoles, console games, computer games, music, Keurigs, surround sound systems, an Ipad Mini, an ASUS pad.....I could go on and on.  Considering my loyalty to your company, considering that the first place I want to go whenever we travel to a city that has a Best Buy is your store, considering all the money I have spent with you guys over the years.....this situation, your inability to get my the darn RETAIL CODE FOR WILDSTAR that I have already paid for, well, it just pisses me off to no end.
I am beyond frustrated.  I feel as though Best Buy has stolen my money.  Could you, actually would you (because I know you can) send me the merchandise that I have already paid for, and help to restore some of my faith in Best Buy?
Thanks.
TLR----Read the whole thing.  You guys (BB reps) owe me that much, at least.  It won't take a fraction of 88 minutes, I assure you.

Answer 1

Hello SEpowell,
Purchasing a digital download should be a quick, easy and painless process -- not a trying ordeal like you described -- so your frustration is certainly understandable. I'd be upset too if I found myself waiting an extended period of time for a product key, especially if there was any confusion regarding who might be able to help me find a solution.
I've sent you some information, so please make sure to check your private messages when you have the chance to do so. As always, you can check your PMs by signing into the forum and then clicking on the letter icon in the upper right-hand corner of the page.
For future reference, customers can typically expect a moderator response within 2-3 business days (not including weekends or major holidays). Sending duplicate private messages to multiple moderators will not result in a faster turnaround time. If you are in need of immediate assistance with a digital download, please call 1-888-BEST-BUY (1-888-237-8289) and ask to speak with our Digital Library team.
Aaron|Social Media Specialist | Best Buy® Corporate
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