Why can't Best Buy retrieve receipts for devices with serial #'s

Unfortunate situation...I took one of my visiting exchange students to best buy to buy an iPAD 2...of course she is a foreign student so paid with cash.  She was so excited that she immediately took it out and started playing with it.  The next day she discovered that there was a minor defect on the ipad display.  If you are viewing a page with a white background, you can see two vertical shadows on the ipad screen...it is very subtle but for a 22year old student who just spent 2 weeks worth of salary on it, a very big deal! Unfortunately she couldnt find the receipt so shes stuck.  I called best buy and they stated they cannot help.  I just dont understand...if you have a device with a serial number why not....isnt that stuff inventoried?  Doesnt BB keep track of that.  It woudl seem easy enough to me to pull something up by serial #.

Good morning trinisoca1976!
It was terrific of you to take your student to purchase an iPad 2 from one of our stores! I am sorry to hear that it wasn’t in the condition it should have been out of the box. It is true that we do not capture serial numbers unless it is a product that needs service activation, such as mobile phones or tablets with 3G/4G capabilities. For these items, the serial number is captured during the activation process.
While we wouldn’t have been able to locate the receipt by the serial number, we have a multitude of other ways to locate a receipt. We can track down receipts with your personal information, or as the store did for you, with the information such as time, date, register, and transaction amount. I am happy to know that the store manager was able to locate the receipt and get this issue resolved for you by exchanging the iPad 2!
I hope your student is enjoying their iPad 2!
Best wishes,
Tasha|Social Media Specialist | Best Buy® Corporate
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