Best Buy Exchanging Primes?

**DWS44** · 08-09-2012, 08:50 PM

Originally Posted by hollywould

Bought mine from Bestbuy.com and they wouldn't exchange it for me in store. Maybe will try emailing them to see if they'll exchange it online.

Originally Posted by hollywould

See my problem is I don't have the extended warranty, and they won't exchange it after 30 days. So it looks like I'm SOL. It's sucks because now I have to RMA it for the camera problem.

You might try going to a different Best Buy, if you have more than one in your area. There are quite a few stories in the XDA thread () of folks being turned down at one store, yet succeeding at another...and several who succeeded even though they didn't get the ADH warranty and past the 30 days.

There are LOTS of stories in that XDA post now (50+ pages so far)...worth reading through if you haven't yet!

Either way...good luck!

**hollywould** · 08-09-2012, 09:48 PM

Tried 3 different Best Buys to no avail. I think It might depend on what state you are in, because some states might have more strict return policies. Maybe, I don't really know, I'm just speculating. I did shoot an email to Best Buy Customer service, so we'll see what happens with that.

**ac110** · 08-10-2012, 10:21 AM

I raced to Best Buy last night here in NJ and they seamed to do a lot of checking but said they had no way to do the exchange or refund. I then called customer service and got a very helpful person who spent a lot of time gathering info and asking others; she even checked the web, but still could do nothing. I think the comment about different return rules in different states may be correct. I will keep reading this forum to see if anyone hears from BB. It would be GREAT to get the Infinity.

**Beretta96** · 08-10-2012, 01:41 PM

Originally Posted by Beretta96

I talked to the local Best Buy here and they will exchange to the Infinity because I have the extended warranty. They consider the warranty fulfilled with exchange. I was somewhat hesitant because they kept telling me repeatedly that the dock for the prime is not compatible with the infinity. I figured I could exchange it another day after some conclusive research.

Update:
I went and did the exchange this morning. Took all of ten minutes.

**erick0423** · 08-10-2012, 02:17 PM

Originally Posted by jordo487

Those of you who have exchanged, did you just go to the customer service desk and they knew what you were talking about?

Just say u want to exchange due to gps problem it works for me,good luck, o yeah bring u reciept just incase

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**allan1313** · 08-10-2012, 03:44 PM

Another success story. I am in CA, took it to my local best buy. I had bright spots on the LCD and my HDMI port stopped working. I showed them the bright spots and they didn't even try the HDMI. They typed a few key strokes and ordered me a new TF700. They barely even looked at the prime. Once I confirmed that they were exchanging it I did a factory reset in store. I was unlocked and rooted.

Now I just have to wait a few days for it to arrive. Took about 20 minutes total. Very painless. I have to hand it to them, that is some pretty good customer service.

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**Beretta96** · 08-10-2012, 04:58 PM

Originally Posted by Bivouac010

How would I go about this if i purchased my Prime at Bestbuy.com? Should I just shoot a email to their customer service?

I bought mine from bestbuy.com and they exchanged mine today in the store. I was polite but firm that I didn't want it anymore and to please give me an infinity.

**Beretta96** · 08-10-2012, 11:39 PM

Originally Posted by jonneh

Yes, it is compatible with the Infinity tablet.

"The Infinity is compatible with the Transformer Dock ($149) from the TF Prime as long as your dock has firmware 207 or later on it." (that's from the anandtech review; checked it just make sure before telling you it would work).

Same here. Dock for Prime worked great for Infinity as I'm typing from my dock right now. It updated the firmware and I'm good to go.

**Jonneh** · 08-11-2012, 09:41 AM

Originally Posted by Beretta96

Same here. Dock for Prime worked great for Infinity as I'm typing from my dock right now. It updated the firmware and I'm good to go.

Yeah, I remember that that was one of the huge selling points when the Infinity was revealed. Everyone loved that the docks were compatible. I don't know why Best Buy employees are messing this up so badly. Perhaps it's the negative side of me, but, they could just be trying to cash in by selling you an un-needed $150 dock for commission or something.

**pktchunk** · 08-11-2012, 01:06 PM

I just took mine to BestBuy, cited the issues in this thread and was able to exchange for the infinity! Thanks for the heads-up and tips everyone!

**SpikeJones** · 08-11-2012, 04:26 PM

Do you need to have this "ADH" for it to work? I purchased mine online, during that whole fiasco where it was only in a "secret" or "usually inaccessible" part of bestbuy.com, but I am not sure if I "got" ADH. How can I check to see if I have it?

**allan1313** · 08-11-2012, 05:40 PM

Originally Posted by SpikeJones

Do you need to have this "ADH" for it to work? I purchased mine online, during that whole fiasco where it was only in a "secret" or "usually inaccessible" part of bestbuy.com, but I am not sure if I "got" ADH. How can I check to see if I have it?

No adh necessary. It is returned under the manufacturers defect warranty.

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**port67** · 08-12-2012, 12:38 AM

Just got my Prime exchanged for Infinity at Bestbuy in Austin Texas.
1. I had not purchased any plan
2. I had it in the box and original receipt from January with one exchange in March
3. just said it was a continuing issue with the wifi and GPS and that I had gotten the ASUS dongle but it did not fix the issue.
4. I am a rewards silver member not sure if that maters or not though

**SpikeJones** · 08-12-2012, 01:24 AM

Originally Posted by port67

Just got my Prime exchanged for Infinity at Bestbuy in Austin Texas.
1. I had not purchased any plan
2. I had it in the box and original receipt from January with one exchange in March
3. just said it was a continuing issue with the wifi and GPS and that I had gotten the ASUS dongle but it did not fix the issue.
4. I am a rewards silver member not sure if that maters or not though

If you don't have the receipt, could they look under the credit card you used, or the account you used if you ordered it online?I think I have it, buy I'm not home now, so I can't say for sure. Also, since I don't know if I purchased warranty, or ADH or whatever, and I am leaning towards the fact that I didn't, will me purchasing it that far back, almost 8 months, affect my return/exchange?

**DWS44** · 08-12-2012, 08:03 AM

Originally Posted by SpikeJones

If you don't have the receipt, could they look under the credit card you used, or the account you used if you ordered it online?I think I have it, buy I'm not home now, so I can't say for sure. Also, since I don't know if I purchased warranty, or ADH or whatever, and I am leaning towards the fact that I didn't, will me purchasing it that far back, almost 8 months, affect my return/exchange?

They should be able to look it up for you...and the length of time you've had it shouldn't be an issue since it had a one-year warranty. Mine was seven months old when they took it back last week.

**SpikeJones** · 08-12-2012, 01:25 PM

Originally Posted by DWS44

They should be able to look it up for you...and the length of time you've had it shouldn't be an issue since it had a one-year warranty. Mine was seven months old when they took it back last week.

So what would be the best way to go about talking to customer service? Should I explicitly say that I want to exchange it for an infinity? Or do I just mention it's having wifi and GPS problems, and the "dongle" isn't fixing the issues, and I'd like to do an exchange? (Which, as I have heard, will lead to them giving people an infinity.)

**allan1313** · 08-12-2012, 01:27 PM

Originally Posted by SpikeJones

So what would be the best way to go about talking to customer service? Should I explicitly say that I want to exchange it for an infinity? Or do I just mention it's having wifi and GPS problems, and the "dongle" isn't fixing the issues, and I'd like to do an exchange? (Which, as I have heard, will lead to them giving people an infinity.)

When I did it I just said I wanted an exchange. They said go pick out anything and I told them I wanted the infinity. Easy peasy.

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**enthuz** · 08-12-2012, 02:25 PM

All I have to say is the I HATE YOU ALL!!!!

I'm not unhappy with my Prime, but you can't beat getting a newer device. I will enjoy mine until I pass it on to my child and buy my wife and I new tablets. Congrats to all that are able to exchange them.

**Randomhero180** · 08-12-2012, 05:32 PM

Wondering if I can trade mine in for an infinity, but I do not have the receipt anymore as it was a Christmas present.

Anyone have this same dilemma? Do they require a receipt?

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**Beretta96** · 08-12-2012, 10:34 PM

Originally Posted by Randomhero180

Wondering if I can trade mine in for an infinity, but I do not have the receipt anymore as it was a Christmas present.

Anyone have this same dilemma? Do they require a receipt?

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I exchanged my wife's prime without a receipt. They did a "no receipt" exchange.

**SpikeJones** · 08-12-2012, 10:40 PM

Have we determined whether or not we can exchange the prime for store credit? Also, how does financing come into play? When I got the prime, i chose to do 18 month financing, so I have only paid for 8th months. If they do in fact do store credit, would they just give me what I've paid on a gift card or something?

Only reason I'm asking is because I am going to get my mother an iPad for her birthday this week, and want to know if I will get any of the money back I have paid these 8 months.

Don't fear though, I'm not going towards apple entirely! I'll be getting myself an infinity in a few weeks or so!

**SpikeJones** · 08-13-2012, 02:15 AM

For those that exchanged successfully, did you need to fill out the warranty card? Should i just leave it blank?

**Va1ha11a** · 08-13-2012, 09:53 AM

Right about now I'm really wishing I'd bought my prime at BB....

**Randomhero180** · 08-13-2012, 10:23 AM

No receipt was a no go with the guy I talked to. He said I could do an in store exchange if I had it, but with out it he couldn't.

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**port67** · 08-13-2012, 11:01 AM

Originally Posted by SpikeJones

Have we determined whether or not we can exchange the prime for store credit? Also, how does financing come into play? When I got the prime, i chose to do 18 month financing, so I have only paid for 8th months. If they do in fact do store credit, would they just give me what I've paid on a gift card or something?

Only reason I'm asking is because I am going to get my mother an iPad for her birthday this week, and want to know if I will get any of the money back I have paid these 8 months.

Don't fear though, I'm not going towards apple entirely! I'll be getting myself an infinity in a few weeks or so!

My best guess would be you will get credit for the full amount of the prime, and you would continue paying your 18 month credit as normal since it is a store credit not a refund.

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