Bought at GameStop, invalid game code

Bought at GameStop, invalid game code

in Account & Technical Support

Posted by: intently.4502

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.

Bought at GameStop, invalid game code

in Account & Technical Support

Posted by: Gaile Gray

Gaile Gray

ArenaNet Communications Manager

Next

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.

Gaile Gray
Communications Manager
Guild & Fansite Relations; In-Game Events
ArenaNet

(edited by Gaile Gray.6029)

Bought at GameStop, invalid game code

in Account & Technical Support

Posted by: intently.4502

intently.4502

Thanks for the reply. I’m passing this on to my sister. This is why I never buy from “real stores”

Bought at GameStop, invalid game code

in Account & Technical Support

Posted by: Smooth Penguin.5294

Smooth Penguin.5294

This is good reason why you should buy the game directly from Anet. Their Customer Support staff are top notch.

In GW2, Trading Post plays you!

Bought at GameStop, invalid game code

in Account & Technical Support

Posted by: crazy.9083

crazy.9083

If you don’t get a resolution form the store manager, never underestimate the power of social media!

I was in a situation this year with an insurance company whose CS was appalling and I was getting nowhere. Within two hours of making a post on their Facebook site, the matter was resolved

Bought at GameStop, invalid game code

in Account & Technical Support

Posted by: intently.4502

intently.4502

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

Bought at GameStop, invalid game code

in Account & Technical Support

Posted by: ShadyNZL.9018

ShadyNZL.9018

I’m sorry to hear of this situation intently. Very terrible.

Just wondering, if Intently supplied the activation code to ANet could they not identify if that activation code has been used and if so, whether that person is currently playing?

Hope your nephew gets to play soon!

Bought at GameStop, invalid game code

in Account & Technical Support

Posted by: Brother Grimm.5176

Brother Grimm.5176

intently.4502:

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

They either got fired or were told how to hide their sticky finger exploits better. Retail game stores are notorious for this kind of thing (and very often the managers are the fully aware of what is going on beneath them).

We go out in the world and take our chances
Fate is just the weight of circumstances
That’s the way that lady luck dances

Bought at GameStop, invalid game code

in Account & Technical Support

Posted by: Gaile Gray

Previous

Gaile Gray

ArenaNet Communications Manager

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!

Gaile Gray
Communications Manager
Guild & Fansite Relations; In-Game Events
ArenaNet

Bought at GameStop, invalid game code

in Account & Technical Support

Posted by: DJRiful.3749

DJRiful.3749

If all possible, I hope that stolen key account get banned as well. Gosh, this is theft from GameStop!

Stormïe ~ Tarnished Coast | My little monster <3 – http://valid.canardpc.com/6nbdeq

Bought at GameStop, invalid game code

in Account & Technical Support

Posted by: Brother Grimm.5176

Brother Grimm.5176

DJRiful.3749:

If all possible, I hope that stolen key account get banned as well. Gosh, this is theft from GameStop!

Is that sarcasm or are you genuinely surprised? It is pretty well known that the number one source of retail theft is from employees.

We go out in the world and take our chances
Fate is just the weight of circumstances
That’s the way that lady luck dances

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