Tablet trade-in denied (Store 335)

I have two tablets which should qualify for the 50$ trade-in promo - Dell Streak 7 , and Amazon Fire 1st gen. I went to store #335, Louisville, KY and was denied since I do not have any accessories for those tablets, even though they both powered on and CSR (Michelle) was able to get its serial numbers. I politely referred to the promo that stated that any working tablet was eligible for the $50 trade-in, and was told the store manager Tim (removed per forum guidelines) has denied the trade-in.
Would it still be possible to trade-in this device with some assistance?
Thanks in advance!

Hello alec_bl,
I'm disappointed to read that you ran into a roadblock at our Louisville, KY store when attempting to take advantage of our Trade Up to the New Fire HD promotion. Certainly this is not the experience that we wished you to have and I apologize for any inconvenience you've incurred.
As long as your tablet meets the minimum requirements of the promotion, then you should be able to qualify for the trade-n. There is a process in place to ensure customers are still able to receive the offer. Those minimum requirements are:
-          The device must be able to power on
-          Must have a valid serial number
-          Cannot have a cracked screen
-          Cannot have any liquid damage
-          The device cannot be a Barnes & Noble Nook or other eReader
I have sent instructions to your local store's leadership team for processing your trade-in, so I invite you to return to the store and speak to the manager to complete your transaction. Please let me know how your visit goes.
Once again, I truly am sorry for any disappointment this has caused.
Sincerely,
Maria|Social Media Specialist | Best Buy® Corporate
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Tablet trade-in denied (Store 873)

I have an HP Touchpad for the 50$ trade-in promo which store 873 found to be $0.00 trade-in value. I politely referred to the promo that stated that any working tablet was eligible for the $50 trade-in, but was still denied.
Would it still be possible to trade-in this device with some assistance?
Thanks in advance!

Hi there dagle,
Welcome to the forum! It’s fantastic to hear you are interested in participating in our Trade up to the New Fire HD promotion. I’m sorry to hear that there may have been some confusion surrounding how to fulfill this promotion for you when you brought in your HP Touchpad.
With a qualifying tablet, we should be have a means of fulfilling this promotion, regardless of whether the unit’s trade-in value is less than $50 or if it is not found in the trade-in system. That being said, I’ve reached out to the Colma, CA store leadership to share the details of this promotion with them so that they have the knowledge to fulfill this promotion.
I would encourage you to visit the store before the promotion ends tomorrow, and request assistance from a manager. If you should have any issues, please do not hesitate to reach out to us right away!
Sincerely,
Tasha|Social Media Specialist | Best Buy® Corporate
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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
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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
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W NYACK NY (Store 455) tablet trade in denied

Hello. I brought my tablet(latte tab2) for your trade-in during the previous promotion, but the store associate denied it because it wasn't in their system. The promotion should accept ANY of the working tablet(except Nook)
On Sept 8th I contacted Best Buy Customer Care <[email protected]> and Customer Care contacted the store 4 times and 3 weeks later on Sept 28th the manager Michael replied and said the store customer associates told him they can't recycle if it's not found in system.
On Sept 29th Jel from Best Buy Customer Care said stores can have additional limitations but in this situation the store is limiting this to only tablets sold by bestbuy (found in the system)
The last promotion ended 4 weeks ago, and the store responded to my complaint only 7 days ago refussing to accept tablets not found in system. Will I be able to particiate in this promotion this time?
Please can you find out are they excluding all the models not found in system because they do not understand the promotion?
Store: W NYACK NY (Store 455)
Thank you

Hello fztime,
I apologize if your previous trade-in experience has led you to check in with us before making a trip to the West Nyack store in New York. Also you should not have needed to wait that long to get a response; I am sorry this was the case. I would be happy to shed some light on this promotion for you!
The store needs to approve your tablets based on the terms of this promotion (not a Barnes and Noble Nook or an eReader, must power on, no cracked screen or water damage) before you can receive this promotion. It’s true. Some stores may have some limitations or additional requirements for their trade-in process; however, your previous experience with the store still seems a bit strange to me. Regardless of whether or not your tablet can be found in our system, our trade-in promotion we are offering should allow for you to trade-in your tablet. That should be the same at all of our locations that are able to process trade-ins.
I have reached out to the leadership at the West Nyack location about your last visit, and in regards to our current offer. When I receive a response, I will touch base with you here.
Thanks for reaching out,
JD|Social Media Specialist | Best Buy® Corporate
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Any Tablet $50 Trade In Denied Store 541

Spent nearly an hour only to be told that my Android Tablet wasn't in the system.
Powers up
Not a nook or e-reader
No cracks
Taking my place in this long line.

Hello sschriber,
I'm was disheartened to read that you ran into an obstacle at your local store when attempting to take advantage of our Trade Up to the New Fire HD promotion. Certainly this is not the experience that we wished you to have and I apologize for any inconvenience you've incurred.
If you will please reply with the store location where you had this experience, i will be happy to forward the store leadership team instructions for processing this promotion.
I'm grateful that you took the time to write to us about your situation.
Sincerely,
John|Social Media Specialist | Best Buy® Corporate
Private Message

Tablet Trade In Denied For Not Buying Samsung Tablet at the Same Time

They were going to process my tablet (not in system, so it will be processed as a recycle), but told me to go get the Samsung tablet so they can process everything together. When I said I don't need to buy that tablet now, they insisted that it only works if I buy the tablet. They refused to continue with the trade in even though they were right at the screen that accepts the promo on their computer. Please contact Best Buy store 117 in Cerritos.
Same exact problem as this one: http://forums.bestbuy.com/t5/Other-Customer-Service-Support/Current-Trade-In-Tablet-Promotion-Proble...
Solved!
Go to Solution.

Hello waitforit,
I would be confused in that situation. Especially, considering it sounds as though this isn’t your first time trading in a product with Best Buy. I am sorry you were unable to trade in your tablet at the Cerritos, CA store due to this confusion.
You may use the $50 coupon toward the purchase of the Samsung Galaxy S tablet, but you are not required to do so at that time, or at all. The coupon should expire on 9/13/2014 if it goes unused. Additionally, you should be able to use the Best Buy gift card ($50 minimum) at any time. The store associate should have known this; although it sounds like there might be some confusion on this process. Your tablet must also meet the rest of the criteria of this promotion to receive those benefits; click here to find the full terms of this offer.
I have already sent an email to the store leadership at the Cerritos, CA location to provide them with the necessary information on how to process this trade-in. I recommend heading back to the store and asking for a manager to assist you in receiving this promotion. Feel free to reach back out if you have any additional questions or concerns on this matter.
My best regards,
JD|Social Media Specialist | Best Buy® Corporate
Private Message

Any Tablet $50 Trade-In Denied

I have a Mach Speed tablet that the trade-in was denied on Monday evening, Oct 6th because the CSR could not locate in the database(s). [not ereader or nook, no water damage, intact screen, powers on and functions]
Store #289
3820 S Maryland Parkway
Las Vegas NV 89119
702-732-8283
Solved!
Go to Solution.

Hello gbmn4691-
It’s disheartening to hear that you were turned away for the Kindle Fire $50 tablet trade-in promotion based on your tablet not appearing in the trade-in system. I can certainly understand your disappointment.
It sounds like your tablet meets the requirements under the terms and conditions for the promotion here, however, having the tablet not be in our trade-in system is generally not a reason we should be refusing to process the promotion.
I will reach out to the store to ensure that they have all the correct information on processing the promotion; I would encourage you to return to the store before they close on 10/11/14 to benefit from the offer. If necessary, please feel free to speak with a member of the store management if you need more assistance.
Sincerely,
Bill|Senior Social Media Specialist | Best Buy® Corporate
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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

Could not trade-in tablet ($50 minimum) at store 1453

I have an HTC Evo View 4G (equivalent of the HTC Flyer) which store 1453 did not find in the trade-in database. Due to that, I was told I could not trade in the device for the $50 minimum tablet trade-in gift card offer.
Would it still be possible to trade-in this device with some assistance from Best Buy customer support?
Thanks!

Hello masterhankshake,
I'm was disheartened to read that you ran into a roadblock at your local store when attempting to take advantage of our Trade Up to the New Fire HD promotion. Certainly this is not the experience that we wished you to have and I apologize for any inconvenience you've incurred.
I have sent instructions to your local store's leadership team for processing your trade-in, so I invite you to return to the store and speak to a manager to complete your transaction. Please let me know how your visit goes.
I'm grateful that you took the time to write to us about your situation.
Sincerely,
John|Social Media Specialist | Best Buy® Corporate
Private Message

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

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

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
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

Trade in denied at store 6

I went to the store to use the current trade in promotion for the $50 gift card and $50 crediy towards the samsung tablet. I have a Visual Land Prestige 7Q 7" 8GB Tablet in brand new working condition. I was denied the trade in however i have read on here that I should have been accepted. Please help

Greetings mplsabdullah, and welcome to the Best Buy forum,
If your tablet turned on and did not have a cracked screen, then it should have been eligible for the Samsung trade-in offer. I can understand feeling disappointed if our Inver Grove Heights, MN store did deny your trade-in. A tablet did not need to be listed within our Trade-in system in-order for us to process the trade-in and issue the $50 Best Buy gift card. These are definitely details our stores should have been familiar with.
While the Samsung trade-in offer expired on 9/6/2014, I would like to further discuss your in-store experience and obtain your feedback so that it can be made visible to upper management for future promotional offers. To check your private messages, you will want to login to the forum and click on the little yellow envelope at the top of the page.
Thank you for connecting with us.
Derek|Social Media Specialist | Best Buy® Corporate
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Tablet trade-in denied (Store 335)

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