Gaming Support

[jjuva13]

I bought the CE of Mass Effect 3. It keeps freezing at random times, to the point of having to rest my console. There are no scratches or marks on the disc, and all my other games work fine. Can I exchange it and get a new CE or at least a new disc(s).

[Jimmienomam]

Lol I highly doubt you could exchange it for another CE as they don't have stock to give to all preorders.

A mod will be here in 3-5 days and can hopefully give you a better answer on options

[Ryan-BBY Senior Social Media Specialist]

Hello jjuva13 -

Brendan from our Social Media team, will be reaching out to you regarding your concern. Thank you for your continued patience!

[jjuva13]

Well, I should be able to at least exchange the game discs for new ones out of a standard edition. Correct?

[Jimmienomam]

Per policy, No. An exchange can only happen for matching SKUs. BBY has to account for every item that is exchanged so it's not as clear cut as you may see it.

Considering this wouldn't be an "exchange" it means a manager would have to override it. creating a weird situation where they would show a CE that needed to be sent in for return processing, but not have one on hand.

Like I said I hope a mod can come on here and tell you better info, but store managers hands are tied a majority of times in this manner.

[jjuva13]

I went to my local Best Buy, and tried to exchange my CE and they gave me another CE. So, I'll see if that works. Thanks for all your help

[Jimmienomam]

0.o they had another CE just sitting on the shelf?!?!

[jjuva13]

Well, they told me they give people who preorder and don't pay in full, five days to pickup the game after it's released. It has been six days, and they had two copies behind customer service. Just switched the discs out as I had used some of the codes for DLC content. 

[Brendan-BBY Community Connector]

Hello jjuva13,

Welcome to the forum!

I am sorry to hear about the trouble you had with your copy of Mass Effect 3, but I am glad to hear that the store was able to take care of you already. If you are still experiencing issues, please get back to me and I will see what I can do for you. Otherwise, enjoy!

Regards,