More tablet trade in issues

To Whom It May Concern:
I've seen several threads on this forum that have resolved issues that folks have been having with the tablet trade-in promotion. Unfortunately, I have one more issue to add to your workload.
I've tried twice now to trade in a tablet at the Winston-Salem store (Store 158). The first salesperson wasn't very knowledgeable at all about the tablet trade in promotion, and I was sent away empty-handed. The second salesperson was much more knowledgeable about the promotion, but was unable to trade in my tablet as it was not in Best Buy's system. I was disappointed by this news, as I had perused these forums previous to my second trip, and had seen several posts regarding "recycling" tablets that weren't showing up in the system, and recieving the $50 gift card and $50 towards the Galaxy Tab S.
I spoke to the store manager about my issue, and he confirmed that he didn't have any way to recycle my tablet and get me the $50 gift card and $50 off the Galaxy Tab S. I informed him of the language in the trade-in program, which specifically mentions ANY working tablet, but he once again insisted that he was unable to trade-in the tablet, or process it as a refund. It seems, from reading these forums, that this is a widespread issue, though I do appreciate that you folks do seem to be doing what you can to help your customers out.
The tablet that I am trying to trade in is a Hisense Sero 7 Lt. (specs:{removed per forum guidelines} I'll be monitoring this thread if you folks need any further information from me. I would like to note at this point, that I am in no way trying to get anyone in "trouble" over the issue I'm having. On the contrary, the Best Buy employees that I've enteracted with have been courteous and helpful, but simply not very knowledgeable about the tablet trade in program.
Thanks so much for your time.
Regards,
Tony
Solved!
Go to Solution.

Hi Tony,
I'm sorry to hear about the difficulties you encountered trying to take advantage of our current Samsung Galaxy Tab S trade-in offer at our Winston-Salem store. We expect in-store associates to be knowledgeable about these type of offers, as well as the redemption process, so it's disheartening to learn of situations where that expectation may not have been met.
As long as a tablet meets the minimum requirements of this promotion, then it does not matter whether or not the model is immediately recognized by our trade-in database -- a process is in place to ensure customers are still able to receive the offer. Those minimum requirements are:
The device must power on
The device must have a legible serial number
The device cannot have a cracked screen
The device cannot have any water damage
The device cannot be a Barnes & Noble Nook or eReader
That being said, I've passed word of the situation along to the store's on-site management team. If you haven't already done so, I'd encourage you to stop by the store at your earliest opportunity and to speak with a manager on duty. I have confidence that they'll be able to help you find a resolution.
Let us know if you have any other questions!
Aaron|Social Media Specialist | Best Buy® Corporate
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More XP Trade-in issues

I have a completely different issue with the XP trade-in program than I have seen elsewhere.
On Monday, I took two XP laptops to the Pflugerville, TX store for trade in. The customer service people were helpful and I left the store with two $75 coupons and two $25 gift cards.
Today, I went back to the store to purchase a computer and was told that I could only use one coupon at a time. The manager pointed me to fine print under "Cashier Instructions" that said "one coupon must be presented for each upgrade offer" claiming that this meant only one coupon would be accepted per CPU.
The terms and conditions of the offer in the ad do not list that, in fact they say "Limit of 3 trade-in transactions per person, per day. ", implying both that multiple coupons could be used and that this was a "TRADE-IN", not an upgrade. The paperwork I signed when trading in my laptops also did not have a limit on the number of coupons that could be used.
Unlike most people, my problem is that I no longer have my two working laptops and will have to shell out $75 more than planned to get a replacement.
I'm very disappointed in this program. I would have expected better from Best Buy.

Hello mnord,
It is certainly fantastic to hear that your initial experience with this promotion went so smoothly when you brought in your two working XP laptops to the Pflugerville, TX store. It’s discouraging to hear that you may have run into some trouble when you were attempting to redeem the rewards of this promotion when purchasing a new computer.
After reviewing the details available to me, I do not see why you shouldn't be able to use the coupons together. That being said, I am sending you a private message to gather some further information in regards to your experience. You can check your private messages by signing into the forum and clicking the envelope icon in the top right corner of the page.
Sincerely,
Tasha|Social Media Specialist | Best Buy® Corporate
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Re: More XP Trade-in issues

Had very similar issue, traded in 3 working XP laptops, and was only allowed to use 1 coupon. and after being told I could only use 1 they would not give me back the other 2 laptops as they were already processed. I am basically out $150 on this deal. not a good promotion for me!

Good afternoon derekfritz,
Having traded in three laptops running Windows XP, I can imagine you were very excited to get your hands on three $75 coupons from our promotion! It’s regretful to hear that you may not have been aware of the restrictions with the coupon, including that only one coupon could be used per laptop purchased.
Unfortunately, we would be unable to accept all three coupons you have in order for you to purchase one laptop. I can understand why this could possibly be quite frustrating for you, and I am deeply grateful that you have shared your feedback in regards to our Windows XP trade-in promotion. If you should need any further assistance, please feel welcome to reach out to me!
Respectfully,
Tasha|Social Media Specialist | Best Buy® Corporate
Private Message

Tablet trade issue, Scanners broken?

Since there seem to be a few threads on this already I'll throw my 2 cents in...
I just returned from the Heath OH store on my lunch break after attempting to trade in my good condition Acer A500 for the promotional $50 in store and $50 coupon. The associate got several steps into the trade-in process and informed me of the regular trade-in value for the tablet. She had not heard of the promotion, I pulled it up on the website and showed her. After some deliberation she continued with the process then informed me their driver's license scanner has been down over a week due to a system update. She then handed me back the tablet and my license and expectantly looked at me to leave. I asked if there was a way to do a manager override or take a raincheck? She stated there was not, I could try back later or call corporate as they "decided to break our systems." The promotion being over 9/6 did not seem to phase her. I left the store as I had simply run out of time. This is not to say she was not courteous, but simply unknowledgable and ultimately unhelpful.
Apparently they have been denying trade-ins for "over a week" in this manner due to the systems issue. I am not going to drive there again unless I know for sure it will be worth the trip. Please let me know if this issue can be resolved.
Sincerely,
Joey

Hello Joey-
I am truly sorry to hear that you haven’t been able to benefit from the Samsung tablet trade-in promotion currently running because the Heath store’s trade-in systems are down. In some instances, the store could simply try on another register and would be able to complete the trade-in, for others, this did not work. Ultimately, we apologize for the inconvenience that this has caused you.
We have to abide by many state, county and city ordinances to be able to provide the trade-in service and sometimes, systems fail. Regrettably, this potentially means that our customers may miss out on a trade-in promotion because of these system issues.
The good news is that we believe that we have corrected these issues and the stores should have received that fix today. We would recommend either stopping in or if you are traveling a distance, that you call your local Best Buy store first to confirm that they are up and running.
Again, we apologize for the inconvenience that this has caused you and we absolutely hope that we can assist you with your trade-in today!
Sincerely,
Bill|Senior Social Media Specialist | Best Buy® Corporate
Private Message

Tablet trade in declined

I tried to trade in two tablets at west lebanon, nh store. Manager of store ( Michael {removed per forum guidelines}) insisted that I buy a surface pro in the same receipt for trade in. I explained to him tha corporate has clarified that it doent have to be still he insisted and said it is upto his discretion. He also declined one tablet saying it is not in database though it has been clearly mentioned in the blog here that it doesnt have to be. So disappointing. Today is last day for trade in. Hope atleast managers consistently follow corporate policies.
Disappointed customer

Hi prav25,
Thank you for taking the time to sign up for the forum. I can understand feeling disappointed if you perhaps encountered a roadblock while trying to trade-in your tablet and take advantage of the current $50 gift card offer. The offer details that you mentioned above, which can be found here, are accurate. A customer did not have to purchase the new Surface Pro to qualify for the gift card and a tablet did not necessarily have to be in our Trade-In system to be eligible. As long as your tablet powered on and did not have a cracked screen or water damage, then it should have been eligible.
I am very sorry for any inconvenience you may have experienced, as that was not the intention when we offered the trade-in promotion. We do have a similar tablet trade-in offer that is valid until 7/5/2014, so you could still potentially get at least a $50 gift card for your tablet. I would encourage you to go back up to the store and have them take a second look. You may even want to print a copy of the offer terms from the forum and bring that in with you. If you encounter any additional issues, please let us know.
Trade In & Trade Up to Galaxy Tab S Offer Details
I hope you have a great day!
Derek|Social Media Specialist | Best Buy® Corporate
Private Message

Re: Tablet trade in denied,

VISUAL LAND PRESTIGE ELITE 7Q
Samsung galaxy tab 7
I recently went to Best buy, located in paramus new jersey to trade in my tablet.I was instantly told these tablets are not eligible for promotion to buy google nexus.Please let me know whether the above tablets are eligible for the promotion.
More over customer representative is not friendly. My samsung galaxy ran out of power. so, I requested him to charge, but he is not ready wait for few minutes to power up. I was dreadful, so i came back.
Please help me in this reagrd.

Hello sanvi10,
I'm disheartened to read that you encountered difficulties and an unfriendly associate when trying to take advantage of our Google Nexus 9 Tablet Trade-in promotion. There's never a cause for our representatives to be anything but respectful and I apologize for your having to cope with such unprofessional behavior.
I have forwarded clarification and instructions for processing your trade-in to the leadership at our Paramus location. I recommend that you revisit the store -- I suggest ensuring the units to be traded are charged before your visit -- and ask for a manager to assist with completing your trade-in.
I am very grateful that you brought this situation to our attention.
Sincerely,
John|Social Media Specialist | Best Buy® Corporate
Private Message

Firefix sad:"Copy/Cut/Paste is not available in Mozilla and Firefox. Do you want more information about this issue?" But,I can do the that from Opera...What should I do?

Copy/Cut/Paste is not available in Mozilla and Firefox.
Do you want more information about this issue?
That's what Firefox sad to me...I was Rich text editing,but I can
not use copy paste on.
I did the same site and Rich text editing with Opera,
and there was no problem.
I love Firefox,and I want ti use it,but if this is not posibile to do in Firefox,I must go with Opera from now on.
Pleace,responde to me,I need to fix a problem.
I hope you understanded my Engish!
Thank you...

Try to use the keyboard if the buttons on the web page aren't working.
* Copy: Ctrl+C or Ctrl+Insert
* Paste: Ctrl+V or Shift+Insert
* Cut: Ctrl+X or Shift+Delete
See:
*http://kb.mozillazine.org/Granting_JavaScript_access_to_the_clipboard
*https://addons.mozilla.org/firefox/addon/allowclipboard-helper/

Copy/Cut/Paste is not available in Mozilla and Firefox. Do you want more information about this issue?

Copy/Cut/Paste is not available in Mozilla and Firefox.
Do you want more information about this issue?
Yes!

https://support.mozilla.com/en-US/kb/Clipboard+not+working
This extension will help you set the necessary permissions - Allow Clipboard Helper extension: <br />
https://addons.mozilla.org/en-US/firefox/addon/852

BB does not honor guaranteed $50 gift card promotion for tablet trade in

http://www.bestbuy.com/site/promo/surface-trade-in-123382surface-trade-in-123382
According to the introduction text, any working tablet traded into Best Buy should generate at least a guaranteed $50 gift card to the customer.
Today I visited the Vallejo CA store to trade in a working 32g HTC EVO View 4g tablet. The manger and several employees tried to process the trade in a variety of methods. Each method was either denied because:
1. the tablet was not in BBs online trade in system or
2. quotation of the fine print
I'm displeased that I went through the trouble to travel to BB store with an excellent condition tablet and was rejected from the promotional offer. I left the store without argument, but upon reading the promotional page again it seems BB has outright lied about the details of this promotion.
As another forum member stated, the word guaranteed should mean guaranteed.
Please help.

Hi aaronhtc,
Welcome to the forums!
It’s certainly discouraging to hear that after a drive to Best Buy, and multiple attempts of processing a trade-in, you may have left our store without being able to take advantage of our $50 tablet trade-in promotion. This promotion was intended to shine a positive light on getting rid of your old tablet(s), by offering a gift card towards newer technology. I’m very sorry for any frustration your individual experience has caused.
I greatly thank you for sharing the terms & conditions here on the forums for our other users to see. While your HTC tablet seems that it may fit the criteria of the promotion, as long as it powers on and doesn’t have a cracked screen or water damage, please know that some stores may have additional limitations for the promotion. With that said, I’ll be sending you a private message with further information in regards to this. To check your private messages, make sure you’re logged into your account and click the small envelope on the top right of the screen.
I appreciate you sharing your feedback with us on the forums, and you’ll be hearing from me shortly.
Thanks,
Brian|Senior Social Media Specialist | Best Buy® Corporate
Private Message

Denied tablet trade in

I was in store 123(tucson) today to trade in my working tablet and was denied because the CS could not find the tablet in the system. also, the manager told her i could not trade in the tablet even if it works fine unless it is in the system.

Hi waitingforyourr,
Welcome to the forum, and thank you for being an Elite Plus member!
It’s disheartening to hear that you were unable to take advantage of our Kindle Fire Trade In and Trade Up promotion we were offering these past couple of weeks. I know it was quite the popular offer, and I’m truly sorry for any frustration our denial of your request may have caused.
As long as your tablet met the minimum requirements of the promotion, then it shouldn’t have mattered whether or not the model was immediately recognized by our trade-in database. There was a process in place to ensure customers were still able to receive the offer. Those minimum requirements were:
-          The device must be able to power on
-          Must have a valid serial number
-          Cannot have a valid serial number
-          Cannot have any liquid damage
-          The device cannot be a Barnes & Noble Nook or other eReader
Having said this, we did provide the store the discretionary right to deny a tablet trade-in for any reason. Your situation is further complicated in that the promotion has now expired, and I have no way to include your particular tablet. I’d hate for this to cause you further disappoint than it already has though, and I’d like to look into this in greater detail. While I can’t guarantee you the outcome that you are wishing for, I’ve sent you a private message so that I may see what options we may have from here. You may view it by logging into the forum and clicking on envelope in the upper right-hand corner of your screen.
Thanks for posting,
Alex|Social Media Specialist | Best Buy® Corporate
Private Message

Samsung Galaxy Tab A Tablet Trade Issue

Hello,
My wife wanted to take advantage of the trade in program for the Galaxy Tab A but when we went to the store, the staff was very rude and unhelpful. After reseraching the issue online, I came across this forum. The store representive said that she could not accept the tablet becuase it was not listed in the database. It appears that others have had this same issue and you were able to help. Any help, is greatly appreciated.
Thank you,
Rick
The store was
Store #377
3085 Gateway Blvd
Prescott, AZ 86303
Phone: 928-776-7099
GEO: 34.550468, -112.4319

Greetings Uncharted_Taco, and welcome to the Best Buy forum,
It surprises me every time I read that one of our store locations has denied a customer the option to trade-in their tablet per the current promotional offer because the tablet could not be found in our Trade-in system. This is not the first and probably not the last time that we will have a trade-in promotional offer, so we should all know the correct process by now. A tablet should really only need to turn on and not have any damage to be eligible; however, please keep in mind that the terms do mention there could be other limitations.
I am terribly sorry for any inconvenience you or your wife may have experienced while at our Prescott, AZ store and would like to see what I can do to further assist. To discuss the matter with you and gather a few extra details, I will be sending you a private message. You will end up needing to go back up to the store, as the offer expires on 5/16/2015 (Saturday). You can check your private messages by logging into the forum and clicking on the little envelope icon at the top of the page.
Thank you for taking the time to connect with us.
Derek|Social Media Specialist | Best Buy® Corporate
Private Message

Xbox 360 Trade-In Issue

I've rarely felt so insulted in my many years of retail work and patronage as I have felt today at Best Buy. As a former employee of the chain, both in retail and the Geek Squad, I am generally quite forgiving of any issues I have while shopping there.
The goal of my visit was to trade in my Xbox 360 to upgrade to the knew Xbox One. There was a promotion online to get some value out of my old system. The promotion was as follows:
"In store only. Trade in any working Xbox 360 or PS3 console and receive a $50 coupon toward an Xbox One. Trade in a working Xbox 360 250GB or Sony PlayStation 3 Slim and receive a minimum $100 gift card"
I had a mis-matched console, admittedly; it was a black elite with a 250 GB final Fantasy XIII hard drive. Since it didn't specify models, I thought I would still be eligible.
When I got to the line, there were two other people being helped. About 5-10 minutes go by and I still hadn't been recognized by staff, but they were busy so that's fine. The bag was fairly heavy and I kept having to shift around but I wasn't even asked if I would like to place it on the counter or anything. I thought that was lame, but maybe that's not their policy.
Eventually the girl at the counter finished helping her customer then said (either on her radio or to another coworker) that she couldn't help "this guy" (I'm guessing me) because she had to go on her lunch break. It was at this time someone did say someone would be with me shortly. I waited a bit until I was told to go around the counter to Geek Squad. Then we moved to another station because the first one didn't work. Then that one had a pad problem so I had to go back around to where I started. A little annoying, but nothing too bad.
We finally started examining the system. The lady pulled it all out and verified that it worked and had a 250 GB hard drive. Unfortunately, my console was not in their system at all. My console was refurbished by GameStop but still had the seals, but because it wasn't the color white (since the Final Fantasy version what white) I couldn't trade it in. Despite the fact it was still an Xbox 360 Elite. It was just the wrong color.
I politely asked if there was anything we could do. Any sort of trade. She said "nope" and shook her head. Feeling a little miffed I asked if I apologized for being a bother and asked if I could speak to the supervisor. She curtly informed me that she was the supervisor. Her tone agitated me but I was aware I was on the verge of being one of "those" customers, but I asked to speak to a manager nonetheless. I wanted to get something for this console because I really wanted to spend my money at Best Buy and not have to go elsewhere. So she goes to the manager and explains everything to him. He comes out and asks how he could help. I explain that I really wanted to trade in the system towards an Xbox One like it was advertised in the ad online. This is where I completely lose it in my head.
He looks me in the eye and asks if I would like to recycle it.
Really? Out of all of the possible things you could tell me, you offer to take my item and destroy it for me? I was so surprised, I bet my jaw dropped. I don't really remember because of the rage I was thrown into. No, I didn't yell at him or get too bent out of shape. I politely (as much as I could) say no thanks and ask for my console back. Astonished, I remarked that if this is the way they treat customers then I should return the Galaxy phones my wife and I just got four days prior. I don't know if it was his Commonwealth accent or what, but that way he said "You certainly have that choice" only seemed to enrage me further. I left and of course the girl gives me a sickly-sweet "have a nice day" which only made me more disgusted.
I really wanted that system and I will buy it next, but certainly not from Best Buy. We are even thinking about returning the phones we bought and going to Verizon direct (I already set some of that up), and we may close out our Best Buy Credit Cards. We were even planning on buying a laptop later this month because the Geek Squad protection ran out on our last one and its about to break. I won't be doing that again, I can assure you. I'm so upset that mere words cannot describe them. All I wanted was something for my old console so it wouldn't have to collect dust and all I received from their management staff was insults. Good job. Hope it works out for you. I doubt my words mean anything to you, but maybe some one will hear them and take heed. I hope so, at least, because I don't want anyone to go through what I had to today.
Solved!
Go to Solution.

Hello guiltl3ss,
There is never a circumstance where it is appropriate for our associates and managers to be anything but respectful of you and our other customers. I apologize for your having to cope with such unprofessional behavior.
I was glad to read that your concerns have been taken care of, however. Please know that I'm grateful that you took the time to share your experience. If I can be of further help, please let me know.
Sincerely,
John|Social Media Specialist | Best Buy® Corporate
Private Message

Thinkpad Tablet Music Sound Issue

I have an X220 tablet, 4294CTO, and I think the sound card has taken a vacation. Was working then not. Get the message "no audio output device detected" but I have not made any changes to my machine. have two questions, 1) is the sound card integrated on the motherboard, and 2) how do i determine which mother board I have? I know i have the i7-2640M, but not sure what the AMT and TPM options are. If you think it's not the board I wouldn't mind keeping the money in my pocket :-)
Thanks for the help, Mike

http://support.lenovo.com/en_US/product-and-parts/partsLookup.page
from the above, you can find the exact planar that was installed in the machine.
But for an i7 X220t motherboard it would be quite expensive, more than what your machine is worth (if you are getting a new one). While, the second hand one from ebay can sometimes have quality or hardware issues.
For a more cost effective fix, you should just get an ExpressCard Sound Card, which cost under 100 dollars. You would also gain better sound quality, among other features.
Regards,
Jin Li
May this year, be the year of 'DO'!
I am a volunteer, and not a paid staff of Lenovo or Microsoft

Tablet trade-in denied for surface pro 3

I tried to trade in a Compac TC1100 today (between 3:15 and 3:45) at the Ankeny Iowa location. Was unable to get the associate to use the trade-in button. Just kept getting told it isn't in the system.

Hello, tedpeer, and welcome to the forum!
Receiving $200.00 for simply trading in a qualifying tablet is certainly an offer many would love to take advantage of, especially if you were already in the market for a newer model. From my understanding, our Surface Pro 3 trade-in offer should be able to accommodate tablets outside our trade-in system by using a recycling option in our system to ensure you properly receive the coupon and gift card we are offering. Having said this, your tablet must have met all the following requirements in order to qualify.
·         The device must be able to power on to be considered working
·         It cannot have water damage or a cracked screen
·         The device’s warranty seal must be intact
·         The device cannot be a Boogie Board or e-Reader
Please know I’ll be reaching out to our leadership team in place at our Ankeny location to ensure we are following the necessary steps to assist our customers looking to take advantage of this promotion. If you feel that your tablet was incorrectly denied, please visit the same store by 4/18/2015 to receive assistance from a manager, as they are in the best position to address this issue.
Best wishes,
Alex|Social Media Specialist | Best Buy® Corporate
Private Message

Tablet video feed issues/deplays

On the BB Tablet it seems since the 2.0 upgrade the video feed such as U Tube or on Movie Trailers, etc..have a hard time connecting. It plays a bit of the video and then seems to search for the rest of the feed and then it is delayed for long periods of time searching and then plays a bit more and then there are more delays, etc, etc, etc... We have two playbooks and they both have this issue. Can anyone help me with how one can fix this problem?
Thank you!

Please try this: Main Menu > Settings > Apps > All > Camera > Clear data.
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