BioWare have said they are aware of the bug in Mass Effect 3 that's currently blocking gamers from importing their previous Shepard faces, and are working on a solution.
Chris Priestly, BioWare's community coordinator, said on the BioWare forum that the team have acknowledged the issue and are hard at work on a fix.
"We are aware that some players are having issues importing the faces of characters from Mass Effect 1 or Mass Effect 2 into Mass Effect 3," he said.
"The issue is likely in how faces were detected when imported from Mass Effect 1 into Mass Effect 2, and we're working on the best way to correct it for affected players."
Rather embarrassingly, a fan fix for the problem has already been made available on PC, something Prestly noted and directed people towards while BioWare "work hard to address the importing of face codes".
To be honest, it's a little ridiculous that someone managed to knock up Mass Effect Tools in such a short space of time, before BioWare themselves. It's even more ridiculous that, for a game which stands at the end of a concurrent trilogy, this wasn't checked beforehand.