Play.Com y Microsoft - LAMENTABLE

Thank you for your email regarding the promotional code for Combat Evolved - Anniversary (With Bonus Master Chief Avatar Arm.

Please accept our apologies that you have not yet received your code for this item.Be informed the code is inside the packaging.if you cannot locate it,you need to contact the game publisher,


Once again, please accept our apologies for any inconvenience caused to you in this matter. We hope that this response answers your query, but should you require any further assistance please do not hesitate to contact us via the Helpdesk section of the website.

Alternatively, please contact our Customer Support Team on 0845 800 1020 (Mon-Fri, 09.00-20.00; Sat and Sun, 09.00-17.00) who will be happy to assist. Please be advised that our Customer Support Team are available on +44 (0)1534 877 595 for customers who reside outside the UK.

Thank you again for your query, and thank you for your patience and valued custom.

Kind Regards,

Customer Support Team
Play.com

You are now chatting with 'David C'.
Alberto: Hello
Alberto: I bought this game and does not include codes of DCL
Alberto: Response for Play.Com Please accept our apologies that you have not yet received your code for this item.Be informed the code is inside the packaging.if you cannot locate it,you need to contact the game publisher,
David C: Hello, thank you for contacting Xbox Customer Support. My name is David C. Please give me a moment to review your question.
David C: As I understand Alberto, you have not received the codes within the game, and the seller of the game told you to get in touch with the publisher correct?
Alberto: Correct
Alberto: The mising codes areBonus Master Chief Avatar Armour & Grunt Funeral Skull
David C: I see Ok. Obviously the seller would be the one that activates those codes, so it is an interesting answer from the retailer. Anyway, give me a moment and I will see what we could do.
Alberto: Thanks
David C: I just had a quick chat with a manager there Alberto, and also had a look at that link. It is for certain that the retailer is the one with access to those codes. That is the offer given by the seller, and they would need to abide by that.
David C: they should be issuing you new codes. I can you a reference number, and if they would like, the seller can get in touch with us by all means about this matter.
Alberto: Whoever gives me the codes?
David C: the retailer needs to give you those codes!
David C: 1174868644 is the reference for our chat.
Alberto: The seller will not give me the codes, David
info: Your chat transcript will be sent to *@gmail.com at the end of your chat.
David C: You can quote the reference to them, and if needed, tell them to get in contact with me!
David C: If they contact us about this, they will understand they need to give you the codes. It is their offer to you.
Alberto: OK, I will send an email to the seller. Thanks
David C: No problem. Have a good day!
David C: Thank you for contacting Xbox Customer Support. To end your chat session please click the X above the chat window:

Thank you for your e-mail.

We are sorry to learn of the circumstances which have prompted you to email us, and can appreciate your concern.

In response, We would explain that the codes for your Halo: Combat Evolved - Anniversary (With Bonus Master Chief Avatar Armour & Grunt Funeral Skull Downloads are all contained within the sealed game. This Action was taken by the game developer to ensure that the promotion was exclusive to only those who ordered this premium game pack.

In the unlikely event that the code is not included in the box you need to contact Bungee the game developer.

If you should have any further queries, please do not hesitate to contact our Customer Service Team on 0845 800 1020 (UK only) or 0044 1534 877 595 (outside UK) between the hours of 9.00am to 8.00pm Monday to Friday and 9.00am to 5.00pm Saturday and Sunday.

Please accept our apologies for any inconvenience you may have been caused in this matter, and thank you for your understanding and valued custom.

You are now chatting with 'Dave'.
Dave: Hello, thank you for contacting Xbox Customer Support. My name is Dave. Please give me a moment to review your question.
Dave: Hi there Alberto, please bear with me for a moment while I take a look at your case for you.
Alberto: thanks
Dave: Hey there Alberto. I've taken a look at your case there. I'm very sorry to hear you are having an issue with your codes for Halo. It seems you were advised to return the game to the retailer to get the codes from them yesterday, is that correct?
Alberto: Yes
Alberto: Response from the Retailer
Alberto: In response, We would explain that the codes for your Halo: Combat Evolved - Anniversary (With Bonus Master Chief Avatar Armour & Grunt Funeral Skull Downloads are all contained within the sealed game. This Action was taken by the game developer to ensure that the promotion was exclusive to only those who ordered this premium game pack. In the unlikely event that the code is not included in the box you need to contact Bungee the game developer.
Alberto: I want a solution NOW
Dave: Alberto, I'm very sorry to hear you are having an issue with your DLC. I'll see if there is anything we can do to get this resolved for you here. In these situations, it is normally the responsibility for the retailer to provide you with all the content in a game box that you paid them for. I'll need to look into this for you to see what we can do.
Alberto: The store does not run and I get more expensive the shipping of the game to buy it again. I want a solution
Dave: Do you have a receipt for this game?
Alberto: Yes
Dave: Please take a photo of this receipt and email it to xboxsup3@microsoft.com. We will need to see the receipt to escalate this to our Live experts team to see if we can provide the code for you.
Alberto: Refer of the Mail ?
Dave: I'm sorry, I do not understand your last question.
Alberto: Number of the case ?
Dave: There is no attachment on that case. Did you send the image yesterday?
Alberto: I have a screenshot of the web, for a photograph of ticket need to go home, I'm at work
Dave: Please email that image to the address above.
info: Your chat transcript will be sent to *@gmail.com at the end of your chat.
Alberto: OK
Alberto: The image is send NOW
Dave: Please bear with me for a moment. It will take a minute or two for it to arrive.
Alberto: Ok, thanks
Dave: My manager has just received that email and is forwarding it to me now Alberto, thank you.
Alberto: thanks
Dave: Apologies for the delay Alberto. It should not take much longer.
Alberto: no problem
Alberto: thanks
Dave: I've taken a look at that for you now Alberto. It will be fine for proof of purhcase. I will now escalate your case to the specialist team. They will investigate the issue and they will contact you as soon as they have made a decision on the matter.
Alberto: how long it takes ?
Dave: This case could take up to 15 days to resolve but it is very unlikely to take that long. It should be quicker than that.
Alberto: OK. Thanks
Dave: You're very welcome. Is there anything else I could help you with today? Would you like a reference number for this chat?
Alberto: Yes
Dave: Reference Number: 1174937534
Dave: Thank you for contacting Xbox Support and have a great day. When you are ready, please exit the chat using the 'X' at the top of the chat window.

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You are now chatting with 'Dave'.
Dave: Hello, thank you for contacting Xbox Customer Support. My name is Dave. Please give me a moment to review your question.
Dave: Hi there Alberto. I'm very sorry to hear you are still having issues with this case. I have taken a look through your case for you. Did you receive the email that was sent to you on today?
Alberto: Yes
Alberto: I suggest that you contact the store
Dave: Yes, it is their responsibility to ensure you get the codes.
Alberto: I contacted the store twice and they told me to contact you.
Dave: I understand that sir but first of all, we do not have these codes to give to you. Secondly, it is the responsibility of the retailer to provide you with the codes. You paid them for a product and you did not get what you paid for. You need to tell them that and you need to tell them that we cannot assist with this issue. If they have an issue with the product that was given to them, they should take that up with their distributor.
Alberto: THE STORE DOES NOT HAVE THE CODES AND CONTACT ME SAYS YOU. I WANT A SOLUTION.
Dave: Sir, we do not have the codes you need. We have sent the case to our highest authority and they advised that they did not have the codes either and that you need to go to the retailer. You paid them for the game. If you did not get everything in the box that you paid for, you should return everything you purchased and ask for a full, sealed replacement. We cannot replace the codes for you and it is not our responsibility to do so.
Alberto: The store also has them, I do?
Dave: I don't understand sir.
Alberto: The store does not have the codes
Dave: Well then they should provide you with a full sealed new copy of the game with the codes inside. You did not get what you paid them for.
Alberto: I have already indicated to the store this option and have refused.
Dave: You need to take that matter up with them. You paid them for something. They did not provide what you paid them for. We do not have the codes to give to you to resolve this. It is their responsibility to resolve it. We cannot resolve this issue. We tried as a courtesy to you but could not.
Alberto: I do not think a good service, both the store as microsoft.
Dave: I am sorry to hear that sir and I wish I could help more. We have tried. However, you gave the store your money. It is their responsibility to ensure you get everything you paid for. Is there anything else I can help you with today?
Alberto: I am not satisfied with the support, sorry
Dave: I do apologize for that.
Alberto: I will do this in public forums to increase awareness of the case. thanks
info: Your chat transcript will be sent to X@gmail.com at the end of your chat.