Starcraft 2 Collector's Edition CD Key HELP

#0 - Sept. 7, 2010, 4:10 p.m.

I am posting this on behalf of my boyfriend, who purchased the Starcraft 2 Collector's Edition from BestBuy.com earlier this month. I wanted to post this in the Starcraft 2 forums, but I don't have the game, unfortunately. This is kind of a last resort help, as he is pretty fed up and is about to contact the better business bureau. He was always a big fan of Blizzard, and I hope we can get some real help here.

After receiving the package, he found no product key to actually play the game, I took a look and there is nothing printed on the game book or anything that would stand out as a key. He first called Blizzard Customer Support, who said since he bought it via BestBuy online, he needed to contact them.

He then called Best Buy's Online customer support, who told him that a key would be mailed via email, and if he does not receive it within a week, to call them again.

A week went by, and he did receive an email, stating something about the promo key he requested was a limited-time offer, and had expired. He did not request a promo-key, he wanted the actual game key to use the game, I heard him say that on the phone. Basically he waited a week to get an email that was completely irrelevant to the problem.

He then called Best Buy, and after having to escalate the call to a manager, and this was about 30 minutes into the call, the manager told him to go to our local Best Buy with the game, and they would credit or refund/exchange the game, and to speak with a certain named manager when he got there.

After arriving at Best Buy, he found out 2 things, one, the named manager didn't exist, and two, they couldn't accept the game because it had been opened, and there was some copyright law that prevented them from accepting it for refund/credit. It HAD to be opened to discover the product key was missing..... Anyhow, they basically said it wasn't their problem, that it was Blizzard/Activision's since they package the products.

He then got home, and promptly called Blizzard, who said Best Buy should have accepted the item for a refund, and that he could ship it back to Blizzard. There was no mention of them paying the shipping or anything, and it sounded like there isn't going to be an exchange, just a refund. As to why this wasn't told to him in the first place, is beyond me. They said they would send an email with the address to ship to. This email never came.

I think after all of this, he deserves a fair exchange at the very least. The Collector's ED is not cheap, and I would like to see him excited about wanting to play Starcraft 2 again. Hopefully I can surprise him with some good news.

Thanks in advance.

PS: He has all documentation, and receipts.
TLDR: Game key missing from SC2 Collector's Edition, companies have him running in circles for a resolution.

Harlsoco

#4 - Sept. 7, 2010, 4:33 p.m.

I am sorry to hear that your boyfriend has not been able to receive any assistance, Phoenixa. I would like to clarify some things though for you.

Since your boyfriend purchased the game from Best Buy, the representative would refer you to the place of purchase to resolve the matter. If you had purchased a TV, you would contact the place you purchased the item from, not the maker of the TV. Large retailers will typically have return policies in place for computer games, and it has always been my personal experience that Best Buy will take the item back, opened or not, and at least provide an exchange. I am sorry to hear this was not the case.

In the event the retailer is unable to accept the return, we can email instructions on how to receive a replacement. Do you know if your boyfriend checked his junk mail or spam folder for the information the representative was to email?

Can you please provide me his email address? I would like to check on this situation for you. Located in the upper right corner, underneath your avatar, please click “Options”. Fill in the email field and click “Accept”.

Let me know when you have completed this step.

Harlsoco

#6 - Sept. 7, 2010, 5:06 p.m.

Q u o t e:
Thank you for the fast response! I followed your instructions and put his email information there.

Edit: Yes, he checked his spam folders and such.

I do show an email being sent to him on 9/2/10 with the instructions, Phoenixa.

To clarify, does he have the blue instruction manual that was included in the Collector's Edition?

Harlsoco

#8 - Sept. 7, 2010, 5:17 p.m.

Q u o t e:
He has everything that came with the Collector's Edition, including the manual. As far as the email, he never received it, although he did receive a customer satisfaction survey email.

Very strange that he received a survey but not the instructions. :/

We will gladly re-send them but there is a chance he may not receive them a second time. Is there an alternate email address send them to? Possibly to you perhaps?

Harlsoco

#15 - Sept. 7, 2010, 5:42 p.m.

Q u o t e:

Yes, I went back in the options and added my email account, you can send the instructions to me like you suggested.

The instructions are on their way and you should receive them shortly. :)