07-02-2022 12:06 AM
Hi Best Buy Support,
I recently purchased an Apple Pencil (2nd Generation) online and I'm experiencing issues with connecting the device to my apple devices.
I have tried connecting to several compatible devices, such as the iPad Air (4th Generation), iPad Pro (2nd Generation), iPad Mini (6th Generation) with the same result of the pencil being recognized but not paired to the devices.
I have followed the 7 steps of "If your Apple Pencil won't pair with your iPad" in the following link and I still cannot connect:
I am hoping I can exchange the product and receive another Apple Pencil (2nd Generation).
07-02-2022 03:03 AM
As long as your exchange falls under the guidelines here:
You should have no issues with an exchange for the same item. If you're not able to get it working the second time around you're more than welcome to consult with the Geek Squad for further help as they may be able to troubleshoot too. Other than this, if you have an Apple Store in your area you can setup an appointment with the Genius Bar for further assistance.