Return/Exchange

I exchanged my Macbook Pro Retina for an iMac yesterday 02/14/2015 and not only did the iMac go on sale (per the website) they did not give me my student discount of $50.00. The young lady at the register said the coupon didn't work, but obviously it was since it was used on my Macbook Pro Retina, which is what I was exchanging. I would like to get my discount applied to my recent iMac and to get the current sale price on the iMac 21.5. The store I went to is the one in Stafford, Virginia.

Good afternoon synfulz,
Welcome to the Best Buy forum, and thank you for posting.
We should have no problem honoring a price match, as long as the request meets the terms of our Price Match Guarantee. The products would need to be identical, the lower price would need to be active, and the products would need to be in-stock. As Batman 1982 alluded to, the College Student Deal coupons are one-time use coupons and cannot be reissued or processed a second time. With that being said, I would encourage you to go up to your local Best Buy store if you are within the return/exchange period and qualify for a price match so that it can be processed.
I hope you have a great day and enjoy your new iMac!
Derek|Social Media Specialist | Best Buy® Corporate
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Return/exchange declined

I tried to return a laptop and I was declined because I was told I returned to many items within a 90 day period. How pathetic is this? I buy laptops, tablets and desktops online usually open box to save money. Several of my purchases recently were open box that I bought online and when I went to pick them up, I noticed scratches on the screen and top side so I returned the laptops while I was still there.
With that being said, I purchased a new Dell 2 in 1 13.3 core i7 that is a nice computer but a little heavier then what I thought it would be. So I took it back to Best Buy to exchange it for a Macbook 13.3 and my return was declined because I had to many returns even though I just wanted to exchange it.
How pathetic is this? I buy laptops, tablets and desktop computers from Micro Center, Staples and Office Depot and I have never been declined on a return or exchange as long as its within the time frame of the return policy.
I can assure you I will never buy any electronics from Best Buy unless this issue is resolved.

Hello kas720,
Welcome to the forum! Picking out the right laptop can be quite a difficult task. I'm sorry to hear that the Dell 2-in-1 you purchased didn't live up to your expectations as it was heavier than you desired. I can imagine it may have been surprising to be denied the return of a product, especially if you were within the Return & Exchange Promise.
The Retail Equation (TRE) is a separate entity from Best Buy that helps monitor return and exchange history for various retailers. It has been set in place to keep our prices as low as possible for our customers by tracking returns and exchanges on an individual level. For more information, you may check out our forum post about TRE here.
With that said, it is not meant to cause such disappointment with our customers. I am truly sorry for any frustration or inconvenience that this return denial may have caused you. If you should have any other questions, please let me know.
Respectfully,
Tasha|Social Media Specialist | Best Buy® Corporate
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Return/Exchange Policy Question

Hello,
I recently bought a PS4 controller from Best Buy (picked it up yesterday), and the R2 button is already starting to become harder to press. Sony suggested that I contat Best Buy because Sony charges shipping to replace the controller. I was wondering what the return/exchange policy was for items that were already opened? Thanks!
Solved!
Go to Solution.

Hello flaw600,
I'm disappointed to read that your new PS4 controller had developed a problem. Please know that I regret any inconvenience to you.
Neihn is right: as long as you're within 15 days of the date of purchase (30 days if you're a My Best Buy Elite member or 45 days if you're an Elite Plus member), you may return the controller to your local Best Buy for exchange. Remember to bring along your original receipt!
I hope this helps. Thank you for writing to us with your question!
Regards,
John|Social Media Specialist | Best Buy® Corporate
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Return/exchange an ipad

Hi guys, just bought new ipad 64Gb without cellular, cause they didn't have the one with cellular at the time. But I need ipad with cellular, is it possible to return it, get cash back and buy another one with cellular?
Thank you.

You know there is another option. Most if not all cellular companies have a device like the Mifi, a portable wifi hotspot that uses the cellular network. Yes, it is a separate piece of tech, but if there is no exchange or you don't want to start over and do an exchange, you can just look into the gadget, have your wifi iPad and still have access to a cellular network.

Return/exchange policies?

I find the potential for problems with the new MB overwhelming. I don't think I could live with a MB with problems. What happens if you get a MB that you think has something wrong with it? What can you do? What if you have one that makes a noise and the people at Apple tell you that it is normal for it to do that but you are not satisfied with that because so many other people have said that they do not get noise? Can you return it? I am assuming that you can only return one to an Apple store if you bought it from there and that it can depend greatly on what type of outlet you made your purchase?
How many times can you exchange the computer (until you get one that works right??)? Has anyone noticed people selling one that absolutely works perfectly for a premium? It would seem to me with all of the potential problems that this would be something that people would pay for.

I wouldn't worry too much about these problems. The fact is you're reading the support forum for the MacBook - it's inevitable that you're going to read worst case scenarios and discover all the problems with the MacBook. You're much more likely to get a perfect machine than you are to get one with any major problems. Consider the tens of thousands of people that ordered MacBooks that aren't complaining in Apple's support forum!
That said, if something does go wrong, you're covered. There's usually a grace period (in the UK you have to contact Apple within 14 days) where you can return a product or ask for a replacement with no questions asked. As for any manufacturing issues that occur after this date, you will be covered by Applecare. That means that if you feel your MacBook has a technical issue not caused by you - then you can send it in for repair.
Let me just say that my family has owned dozens of Macs (eMacs, iMacs, PowerBooks, iBooks) and we've NEVER had a serious hardware fault with any of the machine. Don't use the support forums for a product to judge its overall quality because by its very nature a support forum is going to expose problems!
I hope that reassures you!

Return / exchange confusion

I bought a Galaxy Nexus on 12/15. The screen was terrible - banding/discoloration at low brightness. I brought it back to the store and they swapped it for another one. Second one was just as bad. Brought it back again and they swapped it yet again. So, two "swaps". The third phone is the worst of the three I've had.
So, I just want to give up and return it. But, my question is, CAN I return it? Verizon's return policy says I can return it OR exchange it within 14 days. Do my "swaps" because of bad phones count as an "exchange"?

They should count as DOA exchanges, which are unlimited. (At least, within reason. If you swapped 10 phones in the DOA period they'd probably get a bit concerned.)

Return/Exchange new item without receipt

Hi Best Buy,
I bought Madden 2015 PS4 for my friend on Nov. 28th in Orange, CT (store 300) with my Amex CC and later realized that my friend has a PS3 console not PS4. I wanted to exchange or return the item but lost the original receipt. Can you please help me to locate the receipt and re-issue it for me?
Thanks!

Hey there crackiee,
Welcome to the forum! I'm sorry for the delay in replying to your post. It's such a bummer when you realize you purchased the wrong gift, and I would be happy to assist you with your request.
Unfortunately, using the e-mail you registered on the forum, I was unable to locate the purchase. Therefore, if you would still like me to assist you in obtaining a copy the receipt, please send me a private message with your name, exact date of purchase, total amount paid, and e-mail where you would like me to resend a copy. Otherwise, as the RealGeorgeW mentioned, you can call our support line or visit your local store, and they will be able to locate it with your credit card information.
I hope this information is useful, and thanks for posting here on the forum!
Maria|Social Media Specialist | Best Buy® Corporate
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US iPad in the UK; return/exchange?

My mum just placed an order in the US Apple Online Store for an iPad 2 as a birthday gift for me; she plans to send it to me when it arrives. I've just read, and was disheartened by, reports that many are experiencing severe backlight bleeding with their new iPad 2s. (http://forums.macrumors.com/showthread.php?t=1114606)
Here's my question: *Do Apple Stores in the UK accept returns or, more importantly, do exchanges/repairs for Apple products purchased elsewhere?*
If my iPad 2 arrives and I find the screen has some serious bleed-through, will I be able to take it to the nearest Apple Store and have them exchange or repair it?

You should have no problems with a repair if it's a wireless or GSM model. Apple includes the caveat since not all model may be serviceable in all countries. The UK Apple Stores are unlikely to have replacement units for the Verizon CDMA model, for instance.
It would be best, though, if you can have your mom or someone else check out the iPad before she ships it to you and can address any problems before the iPad is sent to you.
Regards.

Return/exchange laptop just purchased

I just purchased an Asus laptop on 8/13 and am thinking about exchanging it for a laptop with a bigger screen, but hopefuilly the same specs (i.e. Core I7, etc.). I have the receipt and manuals that came with it but do not have the original box it came in. Will that be a problem? Please advise. Thanks.

The box isn't an issue. As long as it is in like new condition and you bring it back within the 30 days with the receipt, you are good to go. Remove your personal data before doing so.
Crystal
Superuser
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*Remember to mark your questions solved and click the star to give kudos to show your thanks!*
While I used to be a Best Buy Employee, I no longer have any affiliation with Best Buy.
My opinions do not in any way shape or form represent Best Buy's Official decisions.

Return/Exchange after MB upgrade

I bought a MB two days ago, and apple released a refreshed version of the model today. Will I still have to pay the 10% fee for exchanging it, even though they have changed the specs in the last 2 days!!! People who ordered online, their orders were delayed to avoid such a clash. I got it from a Retail Store, and as usual, they didn't know about any updates.
What to do?

I too purchased a MB on Friday when Leopard was released. I'm sure I wasn't the only one holding out until that date as well. Now less than a week later they want a 10% restocking fee to exchange at my local apple stores. I see they have a price protection policy but I don't assume that applies to hardware revisions, but really this isn't the same. I see now they have referbs listed, which are probably the pile of old MB they have left over, at substantial savings. Anyone have any luck with this?

Returning exchanged MacBook Pro battery - do I just send it by post office?

Thank you Apple for sending me a new MacBook Pro battery so quickly. I have now packaged the old battery and followed the instructions in the box to replace the front label with the Apple ship-to thing. It's been lying around since the 11th August and I ought to return my old battery.
Now here comes the dilemma - nowhere does it say where I need to bring the box to.
Do I:
a) Simply bring it to a post office which accepts packages?
b) Have to call a company up (UPS??) to arrange collection?
c) Have to call up Apple to arrange return?
d) Something else altogether?
I am in Coventry, England, United Kingdom - and the return address is Apple Computer Int, c/o BAX Global Logistics B.V. Trekpot 1, 4825 BM BREDA in the Netherlands, and the box has a UPS Express Saver tracking number.

You simply have to contact UPS for a collection. They'll come and pick it up for free - or at Apple's cost, at least..
I think you don't have an account number for UPS - on their UK page, they say:
"For non account holders, please call 08457 877 877 to schedule a collection."
Remember that - according to the instructions in the shipping box - you have to return your battery within 10 business days... Otherwise you might have to pay for it.

Return / Exchange Question...

I recently bought a MBP and when I got it opened, there was a small nick in the aluminum below the keyboard. I went in to the apple store twice about it, and the second time they were very helpful and told me to call apple care. After a while on the phone, they issued me a RMA number and emailed me a shipping label. I took it to work in it's original boxes, etc., and shipped it out on my lunch hour. When I got home from work I realized I didn't put the power cord in the box! I was wondering how I should handle this, as I don't want to delay the replacement computer from getting here (I'm on a PC right now and MISS my MBP). Anyone have any suggestions on how to get it to them or can I just authorize them to bill me or...? Thanks.

Hi,
Why don't you give apple care a call? To my knowledge Apple do care about customer satisfaction, just be polite, even if you are 100% right and they are 100% wrong.

Return or Exchange for PS4?

Hi Best Buy,
Currently, I'm owning a GTA V pre owned and a Xbox One. However, my console overheated frequency while playing. I was wondering if I'm able to return those two or exchange it for a PS4.
Thank you,
Mimi

Hello again Mimi,
I’m glad to hear you’ve reached out to us on the forum again for assistance with your inquiry! It is discouraging to hear that your Xbox One doesn’t seem to be working properly as you say it’s frequently overheating.
Per our Return & Exchange Promise, unfortunately you wouldn’t be able to return opened video games, as you would only be able to exchange it for an identical item, nor would we be able to accept the Xbox Live card as it is considered a nonreturnable item. However, you may be able to trade-in your game. If you are within the 15 day return and exchange period, you may be able to return or exchange your Xbox One. If these items were bundled, you may encounter a deduction for the value of the nonreturnable items.
Sadly, I wasn’t able to locate the purchases using the information you registered with the forum. I am sending you a private message to gather more details to see what options you may have. You may check your private messages by signing into the forum then clicking the envelope icon in the top right corner of the page.
Sincerely,
Tasha|Social Media Specialist | Best Buy® Corporate
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Accidental damage mac within 7 days exchange/return period.

Hello,
I am wondering if I am still eligible for 7 days of exchange/return service after I bought my mac air 11'' this week. I accidentally dropped it on the floor while I was asleep the night I bought it. Is it possible to still return/exchange it?
Thanks!

sorry to say - you can not exchange or return it if there are any visible damages. and because of the macbook being dropped, if there are any visible sign of being dropped, your warranty might be considered void by apple.
as steve359 has mentioned - it is not covered under warranty.
i hope your macbook is still runnng fine with no issues - i hate to see a good macbook go to waste.
good luck

Horrible experience trying to exchange/return Samsung S5 at store #457

So I have had a family plan with sprint for over 10 years now, have 5 lines and alway ls do an upgrade when it's up.
This time one of my line is up for an upgrade so went from my iPhone 5 to the Samsung S5. Great phone lots of features to get used to but phone i originally purchase at location 472 in Union nj, was faulty as I seem to not be able to hear people on the other side of the phone.
Bought the phone on July 6th, did the software updates needed one I got home and went to work like normal, threw out the day got onto using my phone which seem of cause I could barely hear them and they could barely hear me, so went to the store in Rockaway nj to exchange it or return it if need be on July 12th.
Only to find out that best buy doesn't honor their written return policy.
Was turned away dismiss that the phone had any issues, the call volume was fine and issue was the life proof case I bought with it, even after we tested without the case still they found the phone to be working fine volume call level. They would do a swap fora new unit but if I still had the same issue with the new one they wouldn't refund the phone, even thoughi was with in the 14 day return period.
Have bought stuff from best buy for years now, but no more.
Not looking to buy into headaches, I want to spend my money on stuff where there is peace of mind, knowing if something is wrong and with in return or warranty guidelines I will be taken care off.
Manager on duty have me a online support number that dreams with online order as to deal with customer issues.
This place is a joke, they mistreat clients as they know nothing Will happen and they are giving out wrong information, called that number and they claim they don't have a corporate office or customer relation number, or a regional office number.
Last time I ever set foot in one your stores or buy stuff from your company at all, wasted an hour explaining the issue at store level with no results turning me away toa different store cause I didn't buy the phone there, wonder is I was to buy something there would they also tell me to go buy it at another site.
Wasted another hour on phone that was given by employee at the store to find out they couldn't do anything cause they deal with online orders only, answer I got was go to place where you bought it from, I bought it at best buy, should be able to return it at any best buy, even the moon if they had one there and that wad the closest to me.

Hello anthopadilla,
Cell phones can definitely be a blessing or a curse at times. I speak from experience. From what I hear, the Samsung Galaxy S5 is a great phone! I’m sorry if you have been inconvenienced by the issue you are having with the phone and its case. Considering the time you have invested into this, I would be equally as upset. I hope to provide you with some clarity around the communication you received in store and when speaking with our phone agent.
I am glad to hear the store went through the proper steps in testing the phone for you with, and without, the case on the phone. It sounds as though the store exchanged the phone for you even though they were unable to find anything to be wrong with it. The information you received from our phone agent was correct; our support teams do not have the ability to initiate a return for an in store purchase when assisting you over the phone or online. However we may help connect you with the necessary parties at the store level. You should be able to return your store purchases to any Best Buy location in the country, not just the original purchase location. For more information on our Return & Exchange Promise, click here.
The store may have been trying to inform you they would not swap another phone for this same issue, because it is likely you will receive the same result in lessened volume levels as long as you are using that case with for that model phone. I apologize if this was not communicated appropriately by the store employee. I recommend looking into other cases if you are unhappy with the effect it has on your phone’s speaker, rather than looking to perform an exchange on the hardware itself.
I will ensure your feedback is passed on to the leadership at the Rockaway, NJ location. Please let me know if you have any additional questions or concerns. We appreciate your business and I hope you will continue to come to us with your future needs!
Respectfully,
JD|Social Media Specialist | Best Buy® Corporate
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Return/Exchange

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