Info on Samsung Galaxy Note7 Best Buy
Offer the customer a Samsung Galaxy S7 or S7 edge.
Customer is within the 14 day return/exchange period: process as normal.
Outside the 14 day return/exchange period:
Verify the original sale was one of the 9 impacted SKUs.
5561000 Verizon Samsung Note7 Blue
5561202 Verizon Samsung Note7 Black
5561301 Verizon Samsung Note7 Silver
5508012 AT&T Samsung Note7 Silver
5508013 AT&T Samsung Note7 Blue
5508014 AT&T Samsung Note7 Black
5473000 Sprint Note7 64GB Silver
5473102 Sprint Note7 64GB Black
5473300 Sprint Note7 64GB Blue
Call the carrier to reset the customer’s line to be made upgrade eligible.
This will be the same if the original activation was processed as New or Upgrade activation.
Once the customer’s line has been confirmed as eligible through CoreBlue, process the customer’s return in POS.
Outside of 14 days will need to be handled as an exception return in POS.
For Exchanges: Process a Upgrade activation in BEAST for the new device, and basket import the activation in POS per normal process.
Store will need to process the Phone return (only the phone) in POS. Do not return the entire order, only the phone.
If there was an accessory on the order (i.e. GearFit2 or Memory Card), then call the BRIDGE once the phone return is completed, to finalize the return so customer doesn’t get charged for the accessory. If there is no accessory on the order, a call is not needed.
Free Gift with purchase processing on returns/exchanges: Best Buy will not require the customer to return the memory card or watch.
Check the phone for the memory card and give it back to the customer at the time of the return/exchange.
Samsung Note7 Accessories:
Note7 specific accessories will have an extended return/exchange period enforced via POS.
Other accessories purchased with the Note7 will need to be processed as an exception return.
GSP Returns: There are no changes to Geek Squad Protection returns beyond the normal process.