Bought at GameStop, invalid game code

#2 - July 17, 2014, 2:51 p.m.

intently.4502:

Hello,

I’m trying to get my nephew to play with me, and his mom just bought him a new copy of GW2 at GameStop. His dad tried to install it last night, but couldn’t because the game code was invalid. They went back to GameStop today and GameStop wouldn’t refund their money.

My sister-in-law said that the box had previously been opened by the GameStop staff and the DVD removed for “security” reasons, and that the DVD was handed over after checkout. Obviously a customer or staff member stole the activation code when the box was opened.

This isn’t really ArenaNet’s problem, but it’s infuriating. Obviously GameStop should refund the money, but I suppose their perspective is that my nephew could have activated the code and is now trying to return a useless box.

Any suggestion on what to do?

Thanks.

That is a frustrating situation! I am always nervous when I’m given contents that was removed from a sealed box. They are sealed for a reason: to ensure you get all that you paid for, in 100% perfect condition!

I talked to a few senior agents to make sure I give you the best information, and this is what they suggest your sister-in-law or brother do in this situation:

• Contact the store manager and explain what happened. Any store manager worth his salt knows that opened boxes are a temptation and that internal theft incidents sadly do occur.
• If the Gamestop store manager refuses to give you your money back, contact your credit card and do a charge-back on the cost of the game. It may be odd for us to suggest this, but there’s nothing we can do to get into the middle of a retail transaction. (Those reading this: If you buy the game from us, never do a charge-back! Instead, contact Customer Support and we will refund your money.)
• If you paid cash, consider contacting Gamespot Corporate Headquarters.

Please update this thread to let me know how this sorted out for you. While ArenaNet can’t take action directly, I’d like to know that you were taken care of and that your nephew is able to play our game.

#9 - July 21, 2014, 4:25 p.m.

intently.4502:

They talked to a manager at GameStop and he took care of it. Hope the original employee got some training.

Excellent! I am so glad when our partners come through. I’m sorry it took an additional trip to get the matter resolved, but am happy that your nephew can play the game now!