Gaming Support

[tekgk]

Hi I purchased a PS5 title earlier in the summer and only got to opening it now. Disc is unreadable, no visible damage or scratches.
I’ve tested my PS5 with other titles and they all work.
This order is past its original return period. Any idea if I can still get help with this?

[bobberuchi]

You may have to contact the game developer.

Best Buy does not accept returns on opened games, but they will do an exchange for defective ones. 

However, is there a game code included with it? You may be able to go to your Playstation account and redeam it digitally. 

[tekgk]

There is no game code.
If I take the title into Best Buy, would I be able to exchange it? It has never been played - zero scratches and pristine. It’s just defective and I didn’t get around to opening it until 2mo after purchase.

[SeanM-BBY Retired: Social Media Specialist]

Good morning, tekgk,

Welcome to our forums!  I imagine it’s not easy playing the game you’re referring to if the disc isn’t functioning properly, so I can certainly understand why you’d want to explore your options for a replacement!

As it sounds like you’re aware, our Return & Exchange Promise offers our customers the ability to exchange physical copies of video games for an identical item, within their order’s given return/exchange period.  While it sounds like you’re outside of this timeframe, I would like to take a closer look into this purchase, to make sure we’re exploring all options available.

For me to review your purchase further, I’ll just need some additional information from you, most of which is private information we’ll want to keep out of the public view of our Support Forums.  I’ll be sending you a private message to gather the information I’ll need in a moment, which you’ll be able to read by clicking on the orange envelope in the upper right-hand corner of your screen.

See you up there,