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Info on Samsung Galaxy Note7 Best Buy

XxadminxX 877 156 September 2, 2016 at 09:38 PM in Tech & Electronics (3)
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Do NOT provide the customer a different Note7 at this time.
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.
BestBuy.com Returns/Exchanges
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.
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Joined Feb 2005
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#2
dang - was hoping they'd make an exception for the return period

sounds like this is going to really mess up the BOGO promotion, since they are calling to modify the line and "upgrade" the phone on it

wonder what this means: "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."
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Last edited by alchemista September 2, 2016 at 09:51 PM
#3
PopcornPopcornPopcorn
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#4
Quote from XxadminxX View Post :
Do NOT provide the customer a different Note7 at this time.
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.
BestBuy.com Returns/Exchanges
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.
Can you scan/photo this info from source?

It's hard to tell how it's organized without formatting. It's not clear if the "keep free gift" part only applies to bb.com orders.
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#5
I can't give the original source but this is just information that I have access to for Samsung and Best Buy. Also, they ARE making an exception to the return policy. you can return it past the 14 days.
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#6
Quote from XxadminxX View Post :
I can't give the original source but this is just information that I have access to for Samsung and Best Buy. Also, they ARE making an exception to the return policy. you can return it past the 14 days.
ok - thx for sharing. seems like after 14 days though no refund?

any info about whether the $35 restock is waived?

also, are you able to see if the "keep free gift" section applies to both bb.com and in-store orders? or is it only under bb.com section?

I'm not sure the rationale for the "keep free gift" unless it's part of the apology for a return?

also no mention about the $400 in BB GC we all got. from the receipt it looks like we can keep it unless system somehow knows how to auto-void?
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#7
you can return or exchange the phone, whatever you feel fit for you. you are going to keep your gift and the gift cards. You'll have to talk to the manager there about it but it'll be up to the store. ALSO, IF YOU EXCHANGE FOR A NOTE 7 OR S7/EDGE YOU WILL GET AN ADDITIONAL $25 BILL CREDIT FROM YOUR CARRIER.
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#8
Quote from XxadminxX View Post :
you can return or exchange the phone, whatever you feel fit for you. you are going to keep your gift and the gift cards. You'll have to talk to the manager there about it but it'll be up to the store. ALSO, IF YOU EXCHANGE FOR A NOTE 7 OR S7/EDGE YOU WILL GET AN ADDITIONAL $25 BILL CREDIT FROM YOUR CARRIER.
can you tell from the source whether the "keep free gift" lines are just under the bb.com part, or whether they start a new section after the return/exchange sections for in-store/bb.com?
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#9
it's not clearly stated yet. This is info that isn't publicly available yet if you get what that means lol
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#10
Quote from XxadminxX View Post :
it's not clearly stated yet. This is info that isn't publicly available yet if you get what that means lol
so basically major YMMV if I were to try this tomorrow. my 14 days runs out either saturday/sunday depending how they count the days. seems like it will go smoother if it's within 14 days.

then again, it might be easier to keep the gifts if it's after 14 days and everything has to be an exception return.

If I can keep my gifts and gift cards and get full price back on the phone, I think I'm going to just do that even if it costs $70 restock (but seems they should waive that too in this circumstance).
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#11
Yes, they will waive the $35 fee, sorry I forgot to mention that.
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#12
Quote from alchemista View Post :
depending how they count the days
Day 1 = day of purchase.

Quote from alchemista View Post :
If I can keep my gifts and gift cards
As OP said, you can keep the free gift if a call is made to the right entity but the gift card is YMMV and up to the store manager.
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Last edited by SarahHaras September 2, 2016 at 11:06 PM
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#13
Quote from SarahHaras View Post :
Day 1 = day of purchase.


As OP said, you can definitely keep the free gifts but the gift card is YMMV.
why do you say definitely?

there is a lot of language on the receipt about having to return the bundle/etc. So unless this is clearly communicated to everyone or has a big instruction set like the OP's, I can definitely see a big YMMV at BBs.

I suppose you could have sold/given away/lost the free gifts but still want to return due to the phone issue. that might be the reason they are blanket saying customer can keep.

sounds like you know a bit on BB - think it's any easier to do it at the 14 day mark or using the exception process post 14? i'm wondering if the normal return process will screw up the free gifts while the exception process might make it easier for things to slide by.

i guess i could try it out and see what happens. just not a close BB to me.

Quote from SarahHaras View Post :
Day 1 = day of purchase.


As OP said, you can keep the free gift if a call is made to the right entity but the gift card is YMMV and up to the store manager.
that's what's not clear though. it says for BB.com returns/exchanges, call the "BRIDGE" (guessing central/web customer service) to make sure customer isn't charged. seems like that would only apply to web orders. for in-store orders, the associate/manager is the one that determines if you are charged, so they wouldn't need to call anyone?
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Last edited by alchemista September 2, 2016 at 11:10 PM
#14
Quote from alchemista View Post :
that's what's not clear though. it says for BB.com returns/exchanges, call the "BRIDGE" (guessing central/web customer service) to make sure customer isn't charged. seems like that would only apply to web orders. for in-store orders, the associate/manager is the one that determines if you are charged, so they wouldn't need to call anyone?
Free Gift with purchase processing on returns/exchanges: Best Buy will not require the customer to return the memory card or watch.

It looks like Samsung is eating the loss on this. The freebies were a Samsung promo, not a BB promo.
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#15
Wow some of you are in for a windfall...I would return asap before they begin to tweak some of this, use up your gc so they dont ask for it lol great score
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