Need an equal exchange of damaged game and I recieved bad service on a phone call please help!

Question

Sorry for the long post, please bare with me.
Good Morning and Happy New Year. I wanted to share my frustrations and hope someone here could help me.
I'm located near the Albany NY store, and on Black Friday I ordered Diablo 3  for ps4 for the sale price. Sadly when the item arrived, you can clearly hear that the disc is loose in the case, if I shine a flashlight in I can clearly tell the plastic pieces that hold the disc are broken and the disc is knocking around, so I wanted to exchange for the same game.
I went to my local store, which did not have stock, and I've been waiting it out, seeing as it was 12/31 last night and my local store did not have the game in stock, I called and spoke to a rep at about 6:15 EST. Alas, after talking with a rep named Rodney here is my summary of what happened: I explained I have an unopened game that is damaged and I wanted to exchange it. He explained I would need to return it at my local store or go to Pitsfield MA. I asked if I could do some sort of exchange over the phone and his response was "We do not take any video game software returns because we cannot verify you did not open the item" I was blown away, so I asked If I bought a game from best buy, the case was crushed to bits, and I lived no where near a best buy store, they would not take it back? HE said yes that is right. I tried to argue the point with him, but he rose his voice at me, and it took about 10 attempts of me asking to speak to his supervisor, as he kept telling me "She's will just tell you the same thing, you need to return it at your local store, *At manager's discretion only, I can't guarantee we will even take it back* or you need to drive to Pitsfield MA (Another State) to exchange it* Then  I demanded to speak to the manager, to which his reply was, she's not available, and gave me the number to the customer relations line and said he could not help me.
I was blown away, and quite upset, who doesn't take returns on damaged items? I mean I waited for it to come back into stock at my local store and it has not. I don't want to order a new one because I won't get the sale price I paid.
so I called back and got a different rep, who seemed to not know how to do this either, after a long hold she told me I should get an e-mail with a return label to return it. She also said she could not guarantee any exchange, and that I might just be refunded when it went back, the kicker, I never got the e-mail or return label I was supposed to get right away, so I'm upset and confused on what to do now. I just want an equal exchange for an unopened (but damaged item) for the same thing, and no one has been able to help me, had this been any other store I frequent, I would have gotten this resolved by now. (Target sent me a damaged item, and I called, they sent me a new one right away, with a return label to return the other, Barnes and Noble did the same over the Holiday season with me)
Please, can someone tell me, short Of driving to another state how I can exchange this item?

Answer 1

Hello sirpikaz,
I actually just picked up Diablo 3 on PlayStation 4 and I’m pretty frustrated with myself for not doing it sooner. Having played Diablo on PC for years and years, I’m amazed at how well Diablo 3 ported over to PlayStation 4! That direct control instead of clicking everywhere is just too awesome. With that said, reading of your experience when trying to exchange your copy for another is quite frustrating to me and I feel it could have been handled quite a bit better than what you’ve described. Yes, we have stipulations on returning used games, but it’s clear to me that you aren’t asking for a return here, but a simple exchange!
In order to provide more detail about your circumstances, I’m going to send you a private message. To check your private messages, make sure you’re logged into your account on the forums and click the small envelope on the top right of the screen.
Thanks for sharing your feedback in such detail and I’ll be reaching out to you shortly!
Brian|Senior Social Media Specialist | Best Buy® Corporate
 Private Message