Top critical review
Excellent game; don't buy it from Amazon.
November 16, 2019
First off let me start by saying that, tldr, this game is as great as I expected it would be. I had to knock off 3 stars for the experience from the "seller" Amazon and I'm being generous at this point.
Like so many others yesterday I pre-ordered and received the physical game right on the release date but without a pre-order code. After spending 3+ hours with 12 customer service representatives (none of whom were in the U.S.) across 3 very long chat sessions and 2 (longer than I ever thought could be justified) phone calls, and only after being sent to EA support and back again, Amazon customer service finally came to a resolution. They would "fill out the form" and I was guaranteed to receive my code via email in 3-5 business days; they could also credit my amazon account with a small amount for the inconvenience (they offered $5.00).
Having worked in customer service nearly my entire lifetime I understand these things happen, however even I wouldn't normally stick it out like this. We all have other options. I could have simply returned the product and purchased it somewhere else.
Being caught in the pre-order situation changed the principal of the matter. I wanted to get what I paid for and it was no longer an option to obtain the same product after release.
Regardless of that experience I left the situation with the confidence that I would eventually receive what I paid for and get to enjoy a great game while I waited the 3-5 days for my code as promised. After all, the representative told me this is a known issue that has affected hundreds of people (check out the Q&A on this item), and they have formed a specialized team just to address it. No worries; stuff happens and we move forward with life learning from our mistakes.
That perspective changed in an instant with the email I received from Amazon Promotions and Marketing team not 12hrs later stating the following:
On reviewing the previous correspondence, I understand that you are concerned about the Game code. I apologize for the inconvenience caused.
Upon checking the order, I see that, this order is not eligible for the Game code, as this offer has been issued for the orders placed between November 7, 2019 to November 15, 2019
Your [Order] has been Placed on Monday, November 4, 2019 12:26 PM (PST) , hence this order is not eligible for the Game code.
November 7, 2019 12:00:00 AM PST
November 15, 2019 12:00:00 AM PST
In addition to our large selection, one of the benefits we try very hard to offer our customers is convenience. I'm very sorry for the inconvenience you experienced in this case.
If you've any further questions, please don't hesitate to contact us back. We'll be happy to help you!
So evidently they can pre-sell the product before they're supposed to, but can't adjust the promo dates to match the item description at time of purchase less than 3 days prior. What's worse, is Amazon either doesn't care about principle and customer loyalty, or simply can't be bothered to care anymore. The glorious Amazon that I used to turn to on nearly a daily basis for my purchases has turned into a callous, heartless, unsympathetic conglomerate entity.
Conveniently they placed the customer service number at the end of the email. I will now call to return the item, cancel my Prime account of which I've been a member for over a decade, cancel my Amazon store card, my Amazon music subscription, never purchase anything from Amazon again, tell all my family, friends, and colleagues, and sell my soul to Google and Disney.
Thanks Amazon team. You've managed to destroy my faith and loyalty as well as exhaust my patience faster than anyone I've ever had to deal with, and I work in technical support for a living.