New Meta Quest 3S Purchase - Arkham Shadow Promo
I had a pretty lousy experience with customer support surrounding a new 128GB Quest 3S purchase that we made this week. It was our understanding that there is a promo with new Quest 3S headsets (both 128GB and 256GB) that you can get a promotional free copy of Batman Arkham Shadow.
The purchase was made on Amazon rather than Meta.com because my son had saved up Amazon gift cards to be able to make the purchase. The listing on Amazon (who is an authorized seller for Meta and from the official "Meta Store" on Amazon) showed an exclusive Gorilla Tag bundle with that different game and perks rather than the standard Arkham Shadow bundle or game that was showing on most other retailer listings for the device. The 256GB listing on Amazon showed Arkham and not Gorilla Tag as the bundled content.
Prior to purchase, I reached out to Meta support to ask about the situation and to confirm that we'd be getting the Arkham promo game along with the purchase regardless of any additional Amazon listing bundled content. I shared the Amazon listing, the facts of the situation (including the reason we were purchasing on Amazon instead of simply purchasing on Meta.com to avoid any ambiguity), and the legal terms we found on Meta's website about the promtion (https://www.meta.com/legal/quest/promotional-terms/batman-arkham-shadow/). The agent looked everything over and felt pretty sure that we'd be able to get the Batman promotional content with the purchase. If we didn't, we were told to reach out to support who could "make it right."
I made the purchase and received the device from Amazon within a day. When only a Gorilla Tag promo redemption popped up during activation of the headset, I reached out to support to get help and assumed they could "make it right." I was told that their hands were tied and they couldn't switch the promotional content, couldn't give me credit for the game on their end, or do anything else. I couldn't even get contact with a manger or someone who might be able to look more seriously into the matter. I was only given a link to these forums to report my feedback.
At this point, I understand my only option to be to do a return at Amazon of the new headset and to then purchase on Meta.com (which is inconvenient given the Amazon credit/gift card situation but something I would have done to begin with had the agent I spoke with before purchase given me proper help). And after going through all this hassle for me, for Amazon, and for Meta, then I can get the stupid game that my son intended to purchased promotionally to begin with.
If this is truly the only course of action to physically do an exchange and ship the device back and wait for another to come simply to get access to a digital software because support can't somehow change the digital content on their end, I'll do that. But this seems excessive and ridiculous. I'd love to see if someone has a more common-sensical solution to the situation before I go through that process. I might also reach out to Amazon to see if they can do something on their end regarding this. Any help would be appreciated.
