iPad Return Issue is

We bought an open box iPad about 10 days ago as a gift to a family member. The family member managed to turn it on and get it all setup, but within a day the iPad began overheating. I tried to return it to swap for another open box iPad but the staff encountered an error that read “this item cannot be returned.” The staff member did some research and verified I was within the return policy window and there’s nothing preventing it from being returned. He called “the bridge” and after about 45 minutes of troubleshooting they said this is a known error at corporate and nothing can be done until corporate finds a fix, but I could return when a manager is present and they may be able to override it.

Today, 3 days after the initial attempt, I returned to speak with a manager. This manager spent an hour trying every trick they knew of to override the error so I could get a return of any kind - trade, cash, whatever. He said he believes the issue is that the system believes I am the original owner of the iPad trying to re-return the item that has already been returned. He said I’m basically SOL, but that he would continue trying to return it using photos of all the codes affiliated with the item and would call if/when it works.

It really feels like I’ve been robbed of the money spent on the broken device and I’m just stuck waiting to see if corporate ever fixes the system issue, which I’m doubtful is a priority to them. Does anyone have any thoughts on how to elevate this? District manager is aware of the issue but could do nothing but say they’d continue trying.