Worse Customer Service Experience

Question

My name is Adrian and I've been having some issues since the holidays. One of my issues was not getting a code for a Gamers Unlocked coupon for $30. I was told to call customer service and ask for digital downloads but of course I get the run around on the phone. Transfered to this department, then to another then back to the start. I emailed customer service again about the issue and I was instructed they will look into it more. During that time Gamer Unlocked Members recieved free upgrades from the Titanfall regular edition to collectors editions. I was furious since I was trying to get into the program since November.
I informed customer service of how angry I was about this. Around that time I was able to find out there was a sale on the unlocked and went ahead and purchased it. Customer service replied with the following.
On Fri, Mar 14, 2014 at 11:25 AM, [email protected] <[email protected]> wrote:
Hi Adrian,
Thank you for replying to our previous e-mail.
I apologize for any inconvenience this may have caused you. I have research your points history and found that on 11/22/2013 in our record appears that you received the $25.00 for the three titles and also the $20.00 for the next two gamers.
In order to received the benefits for the free upgrades collectors editions. Please go to the store and provide them with the Purchase: 556 60 3030 03/11/2014 were you renewal the Gamers Club Unlocked member and you will like help to upgrade your collectors edition.
If you have any issue at the store please to contact us and we will be more than happy to provide them with the necessary information.
Your Gamers Club Unlocked will expire on 03/10/2016.
Thank you for being such a loyal customer and I hope you have a great day.
Regards,
Linda
My Best Buy Account Specialist.
Case ID: {removed per forum guidelines}
Due to the off english I wanted to make sure I had everything correctly from Linda before I went into the store. I was told I would get a free upgrade to Titanfall Collectors Edition but I wanted it to be clear. 
Original Message Follows: ------------------------
I already purchased the Titanfall game and opened it. Do I need to take the game back to the store they'll give me the collectors edition? I appreciate your quick response.
She Reponded with 
On Fri, Mar 14, 2014 at 12:19 PM, [email protected] <[email protected]> wrote:
Hi Adrian,
Thank you for contacting me.
Yes Please go to the store informed them that you are a Gamers Club Unlocked Member and you will like to upgrade your collectors edition for the Titanfall.
Thank you again for being a My Best Buy member.
Sincerely,
Linda
My Best Buy Account Specialist
It still wasn't clear enough for me so I went ahead and detailed the steps I needed to take and had her confirm. 
Original Message Follows: ------------------------
OK to confirm, go to the Best Buy store with the titanfall game, let them know I'm a Gamers Club Unlocked Member and I'm supposed to get a complimentary upgrade to the collectors edition of Titanfall.
She Responded
On Fri, Mar 14, 2014 at 3:17 PM, [email protected] <[email protected]> wrote:
Hi Adrian,
Thank You for your reply.
Yes,
Thank you again for being a My Best Buy member.
Regards,
Linda
My Best Buy Account Specialist.
And with that I printed out the entire email thread and arrived to the Best Buy store 556 at 6:55. I went to the customer service desk and I explained the situation to the rep and showed him the emails and case id#. Everything was going smoothly, typical questions and answers. He went and got the last Collectors Edition and brought it to the desk. http://instagram.com/p/liucFQBGe1/
Now I'm 30 minutes in and waiting for the rep to come back to me. He eventually comes back out and says that they can't honor the free upgrade I was promised. I asked if he looked at the case notes, its states clearly what to do. He stated he couldn't look at the notes but he spoke to "the bridge" and they can. They said the notes stated that I needed to come to the store for assistance at the managers approval.
Of course I wasn't going to accept that as an answer especially since I have the emails in my hand to back it up. Now they started to stall me. It was now 45 minutes until closing time, so the manager and the customer rep went to the back to speak to "the bridge" again and told me to have a seat. I refused to take a seat because I would be out of there line sight and I was able to see them laughing and joking in the back instead of calling. Milking the clock knowing I had to leave the store at 9. 
The rep comes back out and says they don't have enough information to procced but if I want to buy it I can. I can hear the laughter in his tone. This was a big joke to him. So i asked to speak to the manager, the manager comes out and tells me she can't do anything. So I called customer service and asked them to pull up the case number. After going through the notes the customer service rep on the phone asks me if I'm having issues in store getting my free collectors edition upgrade. I told her yes and if she can speak to the manager to help me get this issue resolved. I've been in the store for 2 hours and 45 minutes. 
I ask for the manager and I hand her my cell phone and she tells the rep that she needs a coupon code generated for her to do the purchase. She never told me this so this is the first time I'm hearing about it. I didn't get a coupon because I wasn't in the unlocked club at the time they were sending out the codes. Now she rushed the rep off the phone because they are in the process of closing and there isn't anything else she can do. The manager returns the phone back to me and the rep says shes going to look into the coupon code. I wasn't going to leave the store until this was resolved. I was worried if I came back the next day the collectors edition was going to disapear. 
They start to turn off the lights as I'm on hold and an associate told me I needed to leave if I wasn't purchasing anything. I was in the store for 3 hours and 5 minutes with no resolution. No apologies. I left the store and the rep on the phone told me they can send me a gift card for the amount of the collectors edition and I would just have to come out of pocket for it now. Unfortunately it would take 5 - 7 business days. I initially wanted to refuse the offer. I shouldn't have to spend any money at all for a FREE / COMPLIMENTARY upgrade. On top of that, the money I get back would be locked into spending at Best Buy who I'm not in the best of terms with. I didn't want to continue the war so I accepted. 
The next morning I head back to Best Buy to go ahead and purchase the collectors edition to be reinbursed, and the rep has no idea about anything that happened the night prior and tells me they don't have any collectors editions in stock and I should have pre ordered it. 3 hours + 2 trips to Best Buy and I have nothing but a bunch of lies. I'm canceling the gift card and looking into contacting the Better Business Bureau because this inconsistence customer service is very shady and borderline criminal.
My Best Buy Elite Plus

Answer 1

During that time Gamer Unlocked Members recieved free upgrades from the Titanfall regular edition to collectors
DJKrome wrote:
My name is Adrian and I've been having some issues since the holidays. One of my issues was not getting a code for a Gamers Unlocked coupon for $30. I was told to call customer service and ask for digital downloads but of course I get the run around on the phone. Transfered to this department, then to another then back to the start. I emailed customer service again about the issue and I was instructed they will look into it more. During that time Gamer Unlocked Members recieved free upgrades from the Titanfall regular edition to collectors editions. I was furious since I was trying to get into the program since November.
I informed customer service of how angry I was about this. Around that time I was able to find out there was a sale on the unlocked and went ahead and purchased it. Customer service replied with the following.
On Fri, Mar 14, 2014 at 11:25 AM, [email protected] <[email protected]> wrote:
Hi Adrian,
Thank you for replying to our previous e-mail.
I apologize for any inconvenience this may have caused you. I have research your points history and found that on 11/22/2013 in our record appears that you received the $25.00 for the three titles and also the $20.00 for the next two gamers.
In order to received the benefits for the free upgrades collectors editions. Please go to the store and provide them with the Purchase: 556 60 3030 03/11/2014 were you renewal the Gamers Club Unlocked member and you will like help to upgrade your collectors edition.
If you have any issue at the store please to contact us and we will be more than happy to provide them with the necessary information.
Your Gamers Club Unlocked will expire on 03/10/2016.
Thank you for being such a loyal customer and I hope you have a great day.
Regards,
Linda
My Best Buy Account Specialist.
Case ID: {removed per forum guidelines}
Due to the off english I wanted to make sure I had everything correctly from Linda before I went into the store. I was told I would get a free upgrade to Titanfall Collectors Edition but I wanted it to be clear. 
Original Message Follows: ------------------------
I already purchased the Titanfall game and opened it. Do I need to take the game back to the store they'll give me the collectors edition? I appreciate your quick response.
She Reponded with 
On Fri, Mar 14, 2014 at 12:19 PM, [email protected] <[email protected]> wrote:
Hi Adrian,
Thank you for contacting me.
Yes Please go to the store informed them that you are a Gamers Club Unlocked Member and you will like to upgrade your collectors edition for the Titanfall.
Thank you again for being a My Best Buy member.
Sincerely,
Linda
My Best Buy Account Specialist
It still wasn't clear enough for me so I went ahead and detailed the steps I needed to take and had her confirm. 
Original Message Follows: ------------------------
OK to confirm, go to the Best Buy store with the titanfall game, let them know I'm a Gamers Club Unlocked Member and I'm supposed to get a complimentary upgrade to the collectors edition of Titanfall.
She Responded
On Fri, Mar 14, 2014 at 3:17 PM, [email protected] <[email protected]> wrote:
Hi Adrian,
Thank You for your reply.
Yes,
Thank you again for being a My Best Buy member.
Regards,
Linda
My Best Buy Account Specialist.
And with that I printed out the entire email thread and arrived to the Best Buy store 556 at 6:55. I went to the customer service desk and I explained the situation to the rep and showed him the emails and case id#. Everything was going smoothly, typical questions and answers. He went and got the last Collectors Edition and brought it to the desk. http://instagram.com/p/liucFQBGe1/
Now I'm 30 minutes in and waiting for the rep to come back to me. He eventually comes back out and says that they can't honor the free upgrade I was promised. I asked if he looked at the case notes, its states clearly what to do. He stated he couldn't look at the notes but he spoke to "the bridge" and they can. They said the notes stated that I needed to come to the store for assistance at the managers approval.
Of course I wasn't going to accept that as an answer especially since I have the emails in my hand to back it up. Now they started to stall me. It was now 45 minutes until closing time, so the manager and the customer rep went to the back to speak to "the bridge" again and told me to have a seat. I refused to take a seat because I would be out of there line sight and I was able to see them laughing and joking in the back instead of calling. Milking the clock knowing I had to leave the store at 9. 
The rep comes back out and says they don't have enough information to procced but if I want to buy it I can. I can hear the laughter in his tone. This was a big joke to him. So i asked to speak to the manager, the manager comes out and tells me she can't do anything. So I called customer service and asked them to pull up the case number. After going through the notes the customer service rep on the phone asks me if I'm having issues in store getting my free collectors edition upgrade. I told her yes and if she can speak to the manager to help me get this issue resolved. I've been in the store for 2 hours and 45 minutes. 
I ask for the manager and I hand her my cell phone and she tells the rep that she needs a coupon code generated for her to do the purchase. She never told me this so this is the first time I'm hearing about it. I didn't get a coupon because I wasn't in the unlocked club at the time they were sending out the codes. Now she rushed the rep off the phone because they are in the process of closing and there isn't anything else she can do. The manager returns the phone back to me and the rep says shes going to look into the coupon code. I wasn't going to leave the store until this was resolved. I was worried if I came back the next day the collectors edition was going to disapear. 
They start to turn off the lights as I'm on hold and an associate told me I needed to leave if I wasn't purchasing anything. I was in the store for 3 hours and 5 minutes with no resolution. No apologies. I left the store and the rep on the phone told me they can send me a gift card for the amount of the collectors edition and I would just have to come out of pocket for it now. Unfortunately it would take 5 - 7 business days. I initially wanted to refuse the offer. I shouldn't have to spend any money at all for a FREE / COMPLIMENTARY upgrade. On top of that, the money I get back would be locked into spending at Best Buy who I'm not in the best of terms with. I didn't want to continue the war so I accepted. 
The next morning I head back to Best Buy to go ahead and purchase the collectors edition to be reinbursed, and the rep has no idea about anything that happened the night prior and tells me they don't have any collectors editions in stock and I should have pre ordered it. 3 hours + 2 trips to Best Buy and I have nothing but a bunch of lies. I'm canceling the gift card and looking into contacting the Better Business Bureau because this inconsistence customer service is very shady and borderline criminal.
editions.
3 hours + 2 trips to Best Buy and I have nothing but a bunch of lies