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Best Buy is exchanging ASUS Transformer Primes for the new ASUS Transformer Pad Infinity

transformer pad infinity - for some reason we don't have an alt tag here

If you’re an early adopter who picked up an ASUS Eee Pad Transformer Prime late last year, and you haven’t been completely satisfied with the tablet’s performance, you may be in luck. Reports have been coming in from Transformer Prime users that, if you purchased the tablet from Best Buy, the retailer is willing to take it back, and possibly even give you a brand new ASUS Transformer Pad Infinity in exchange, regardless of when the Transformer Prime was originally purchased.

Many Transformer Prime units have been plagued by issues such as poor GPS performance, weak WiFi reception, and issues using WiFi and Bluetooth simultaneously. Lots of users have also been experiencing issues with lag that don’t seem to get better, even after multiple OTA updates that supposedly address this. Still more report that dead pixels are developing prematurely.

It is generally Best Buy’s policy to repair or replace products that are still within their one year manufacturer’s warranty. However, Best Buy does not service the Transformer Prime in house, and it has also removed the product from their inventory. This means that most locations won’t be able to offer a replacement. Therefore, when a Transformer Prime owner brings the tablet to a Best Buy location and requests a warranty exchange, Best Buy will either offer the customer a comparable model (in this case, the Transformer Pad Infinity), or even a full refund of the purchase price.

I decided to test this myself, since I too have been suffering from increasing problems with lag and weak WiFi. I explained my problem to a member of the Geek Squad, and told him that WiFi and GPS are known issues that ASUS has previously acknowledged. He informed me that he would have to test the tablet’s performance himself, and he took it to the back for a few minutes. Soon, he returned, and since this particular location didn’t have the Transformer Pad Infinity in stock, he offered to refund the full $500 purchase price back to my credit card. I didn’t even have any premium warranty protection plan.

As is always the case with these types of things, your mileage may vary. However, you should be successful in either getting your money back or getting a new Transformer Pad Infinity if you simply explain that you want a warranty exchange, since these are known issues that effect the entire Transformer Prime lineup and have been acknowledged by ASUS. Be very polite, and don’t demand anything up front – let the Best Buy associate perform his or her standard procedures, and the outcome should be in your favor.

All in all, I am very pleased that Best Buy is willing to do this, and also that ASUS has listened to customer concerns and addressed them in the latest tablet in the Transformer lineup. I’ve since used my refund to order the Transformer Pad Infinity, so you can expect to hear all about my impressions of the device soon after it arrives. In the meantime, be sure to let us know what your experiences are if you try this exchange at Best Buy yourself.

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John F

John was the editor-in-chief at Pocketables. His articles generally focus on all things Google, including Chrome and Android, although his love of new gadgets and technology doesn't stop there. His current arsenal includes the Nexus 6 by Motorola, the 2013 Nexus 7 by ASUS, the Nexus 9 by HTC, the LG G Watch, and the Chromebook Pixel, among others.

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10 thoughts on “Best Buy is exchanging ASUS Transformer Primes for the new ASUS Transformer Pad Infinity

  • Avatar of Chris Palmer

    This worked. I was able to return my prime with no questions asked. They even allowed me to return my docking station because I was not going to be using it anymore. I was given a store credit for anything I wanted. I ended up shelling out a few hundred more and got myself an ultrabook.

  • Avatar of Michael Smith

    I actually tried this today, and it probably would have worked, but the Best Buy that is around where I live it doesn’t have any in stock. The guy I spoke to said to find another Best Buy and they probably would exchange it out for me. But it’s funny when I first got my Prime it was the hardest thing to find at Best Buy, and know that the new one is out the Prime’s are in store and the Infinity isn’t in any stores. Crazy

  • Avatar of Jennifer Gitakis

    I returned my Prime today to BB and the customer service rep was so kind she even chose free expedited shipping for the brand new ASUS Infinity. It’s Friday, Aug 3, my Champagne Infinity arrives Monday.

    They do not have Transformer Prime in stock any more and have been told that the manufacturer is accepting all warranty returns. Their only option is to either replace it with an equal value item, which the new Infinity is, or give you a credit for the same amount so you can purchase a different brand tablet, but who would be crazy enough to do that.

    Michael, she placed the order on the website right in front of me because they had none in the store. I’d try again with a more well trained rep. She ordered it using something called Express something or other. Essentially, she used the stores computer to order it online.

  • Avatar of overclock

    Took mine in today. I walked up to the returns counter and said that I was having problems with wifi and gps and was wondering what my options were. The clerk looked it up in the system right there and said that Asus is letting people return the Transformer Primes. She said I could go get something else but they didn’t have anything instore like the Infinity. So I got a gift card so I can order from the best buy website. Absolutely smooth and awesome. She didn’t test the device or anything. Worked out really well. Thanks Pocketables for the article. I would have never known.

    • I tried to do it today at the Bestbuy in pleasant hill. The geek squad Guy said that GPS and poor wifi were known issues and that Asus was not going to do anything about it. Besides they didn’t have a pad comparable and that they didn’t have the infinity in stock even when it appears in their website. So,it didn’t work.

      • Avatar of overclock

        That really stinks Josue. Try again. Try to avoid the Dork Squid people. Just talk to one of the cashiers at the returns desk if you can. When I went in the cashier looked up something in their system right on the cash register and said that Asus is letting customers return the Primes. I wanted the Infinity but they didn’t have any in stock so I asked if I could get a gift card. No problem. That night the store got 10 Infinity’s in the truck. I got mine the next day. And I love it!

        But the key is asking them to look in their system to see if there are any special allowances being made for Prime owners.

    • What if you don’t have a warranty with Best Buy? I called a Best Buy and was told they’d do if I had purchased the warranty from them. Did it matter with any of you?

  • Avatar of Adam

    I got mine as a gift, so no reciept! Whats best way to exchange.

  • Avatar of mckersin

    You need a Best buy receipt I asssume

  • I do not drop a lot of comments, however i did a few searching and wound up here Best Buy is exchanging
    ASUS Transformer Primes for the new ASUS Transformer Pad
    Infinity – Pocketables. And I actually do have a few questions for you if you tend not to mind.
    Is it only me or does it look as if like some of the responses look
    like they are written by brain dead folks? :-P
    And, if you are writing on other online social sites, I would like to keep up with anything fresh
    you have to post. Could you make a list of every
    one of all your public sites like your twitter feed, Facebook page or linkedin profile?


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