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New Member
Posts: 7
Registered: ‎07-21-2017
Accepted Solution

Exchange of possible defective video game.

I purchased ratchet and Clank:Rift Apart recently. I went to install the game eager to play it but as soon as it got to 90% install it stopped for indefinite period of time. I tried everything I could from factory reset to rebuilding database to restarting in safe mode and still not able to install the game. I even tried to install it on my brothers PS5 but same thing happened. It stopped around 90%. I tried going to one of the retail stores for an exchange of the possibly defective product but they said since I didn't buy the warranty I wasn't able to do anything. Is there anything I can do to get a new copy at least?
Emerging Expert
Posts: 8,123
Registered: ‎02-25-2013

Re: Exchange of possible defective video game.

Try the store again.  The game only came out 11 days ago so you are inside of the return period. They will not take a return on a game but they should be able to do an exchange. 

I am not an employee of Best Buy and all opinions left on this forum are my own. Please leave Kudo’s if you like a post or click Accept as Solution if a post answers your query.
New Member
Posts: 7
Registered: ‎07-21-2017

Re: Exchange of possible defective video game.

I was hoping they would do the exchange but then they mentioned that i didn't buy the warranty so there wasn't anything they could do about it apparently. I will try again tomorrow or Wednesday depending on my schedule.
Emerging Expert
Posts: 8,123
Registered: ‎02-25-2013

Re: Exchange of possible defective video game.

Here is the return and exchange info

 

 

If you are under the 15 day return period it does not indicate anything about having the warranty.  

 

I would try a different CSA and if that does not work get a manager involved. 

I am not an employee of Best Buy and all opinions left on this forum are my own. Please leave Kudo’s if you like a post or click Accept as Solution if a post answers your query.
Posts: 22,635
Topics: 14,662
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Registered: ‎10-10-2012

Re: Exchange of possible defective video game.

Hello there, pdrsosa0,

 

I was never a huge fan of the Ratchet and Clank series, platformer games aren’t really my thing, but they’ve definitely got a huge fan following!  It’s very strange that this game would stop at 90% during the installation and go no further.

 

As our friend bobberuchi pointed out, open video games can only be exchanged with another copy of the exact same game, and within the Return & Exchange Promise found in the link he provided.  If you were outside that period, we would require that one of our Geek Squad Replacement plans have been purchased on the item to consider replacing it.

 

If you end up needing further help, please send me a private message with your full name, email address, phone number, and the purchase information (either the Customer Service Pin if this was an in-store purchase, or the BestBuy.com order number if purchased online).  With that information, we can verify the return period for you, and possibly provide more context around what the store is saying.

 

You can send me a private message by logging into the forum and clicking on the blue button across from my signature on this post.

 

Thanks for posting!

Bill|Senior Social Media Specialist | Best Buy® Corporate
Give Kudos if you like this post or Accept as Solution if it answers your query!
New Member
Posts: 7
Registered: ‎07-21-2017

Re: Exchange of possible defective video game.

Quick update on the video game return. I was finally able to exchange it yesterday for the same copy. Although the employee (which was one the employees that was there the first time I tried) was trying to give me a hard time. Luckily he radioed someone asking about it and he went ahead and have me a new copy.
This copy of the game actually installed so I'm glad they exchanged it.
Posts: 22,635
Topics: 14,662
Kudos: 246
Blog Posts: 24
Solutions: 442
Registered: ‎10-10-2012

Re: Exchange of possible defective video game.

Hello again, pdrsosa0,

 

I'm glad to hear that you were able to go back to the store and get the game exchanged, and that it installed correctly!  Enjoy the game and please let us know if you have any other concerns in the future!

 

 

Bill|Senior Social Media Specialist | Best Buy® Corporate
Give Kudos if you like this post or Accept as Solution if it answers your query!