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New Member
Posts: 3
Registered: ‎07-02-2019
Accepted Solution

Formal Complaint

I recently purchased an unlocked "brand new" iPhone X from your store in Fullerton, CA, as a gift to be sent abroad. When the person received the phone, she discovered that the box was not only missing the SIM tool but the phone itself still had someone else's SIM card inside. I suppose I should have checked the phone to see if it was okay, but it was shrink wrapped and I did not want to tear it off. 

 

There's not much recourse for this one, I believe, as it would be difficult for her to send it back and I believe that we are beyond the return policy, anyway. 

 

I just wanted to let your company know of my disappointment. The phone was supposed to be brand new when, in fact, it obviously had been used and returned. Your associates could have at least done a better job of making sure it "appeared" brand new.  

Highlighted
Best Buy Employee
Posts: 1,248
Registered: ‎01-09-2015

Re: Formal Complaint

I’m guessing it came with a Verizon sim installed which is how these iPhone X phones were unlocked, it wouldn’t belong to a customer. These also do not come with the sim tool like the ones sold at Apple, a paper clip makes a perfect substitution to open the sim tray.

If it was still in plastic then it was most definitely as it came from the factory. Returned phones aren’t able to be resold as the register would not allow it to be rendered.

Hope this helps.
I am a Best Buy Employee, but the views that I post are my own and not that of Best Buy.
***Know that I am not able to issue official responses and that my posts are only here to help before an official response is offered by a Best Buy Social Media Specialist***
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New Member
Posts: 3
Registered: ‎07-02-2019

Re: Formal Complaint

If this is all true, then I humbly apologize and thank you for the clarification.

Just one follow-up question:

Why would the phone specifically need a Verizon SIM (or any SIM, for that matter) to unlock it?
Highlighted
Best Buy Employee
Posts: 1,248
Registered: ‎01-09-2015

Re: Formal Complaint

No need to apologize, it’s definitely an oddity. I say that with decades of strange encounters under my belt. I don’t have any details on the included sim , but I do know that the recent unlocked iPhones Best Buy carries ship that way. You can swap that for the carrier sim of your choosing, which will allow it to access the network of your choosing.
I am a Best Buy Employee, but the views that I post are my own and not that of Best Buy.
***Know that I am not able to issue official responses and that my posts are only here to help before an official response is offered by a Best Buy Social Media Specialist***
Highlighted
New Member
Posts: 3
Registered: ‎07-02-2019

Re: Formal Complaint

I appreciate your input, and I retract my complaint. 

 

Have an awesome holiday weekend!

 

 

Highlighted
New Member
Posts: 1
Registered: ‎09-18-2019

Re: Formal Complaint

I would not be able to believe you haven’t heard this on multiple occasions but your store van nuys blvd sherman oaks seems to have the worst customer service ever. Recently my apartment building upgraded our thermostats from old 80’s style thermostats to new nest thermostats, it was really convenient at first but disconnected for some reason. I spent a great deal of time dealing with maintenance workers and nest customer service only to be told i must have a defective unit and would be shipped a replacement, Great! I was calm and understanding the entire time. I had always used just the nest app only to learn there is a completely different app called homekit that i can use in cunjuction with siri so i can change my temperature by just saying hey siri. Why cant that all be in one app on nest, i know because you can pair alot of different nest products to homekit, i just wish it was simpler when all you wanted was the thermostat. I was shopping at the sherman oaks location today, browsing through the different products. In my not so tech savvy mind thought maybe there is something else i need to buy so i can intergrate siri control over my nest. I decided to ask an employee i saw standing around in the smart home section if there is something else i need to buy so i can connect to homelink and control my thermostat with siri? Of course he gave the usual response of “ummm i dont know but let me grab you someone who knows the system well and can help you” Why would he just be standing around in a section he knows nothing about, doesn’t he have a manager that keeps tabs on him and other employees to make sure they are located in the section they are more knowledgeable about so they can help the customers??, I saw him say something to a guy who turned out to be more useless than him. I again explained the whole situation and want to be able to control my nest with siri and want to know how to pair the nest with home kit. I thought i was very clear about what i needed. He informs me i need a “nest temperature contol” and repeated back to me every thing i was asking about and said its what i need to control the hey siri function. He said but we are all out of stock in it though, I replied thats fine i will go on the website and buy it there no big deal. I even think i said I didn’t know i could use siri with nest. I continued to browse and came across a model of the nest temperature control i called him over just for clarification and he said again yes thats the one you need. Only then did he realize their was plenty of them in stock and handed me one which I purchased.

i get home only to learn I didn’t really need the nest temperature control, that I could connect to homekit without anything but the nest thermostat, I learned what he sold me was meant to be used in a multiple bedroom house, i even mentioned to him that i live in a one bedroom apartment! Why would i ever need this. It has nothing to do with setting up home kit with the siri function. I took his word for it because he seemed confident in what he was saying. I had to drive all the way back to best buy to return something that was never needed and wasted my time. Oh and by the way the employees name was Michael or “mikey” who sold me the temperature control thing. I have only recently tried to become more tech savvy, so i and probably countless others rely on people who are supposed to be well trained in what they are selling and can answer questions about different products. I had to wait ten minutes to talk to anyone, when finally the person at the front of the store had to remind someone that i wanted to speak to a manager about my experience with Mikey, Finally someone claiming to be the manager herd me out about my complaint but clearly had no interest in what i was saying and did absolutely nothing to resolve the issue in my favor the customer who spends a ton of money at best buy. How did this mikey guy even get hired or be placed in a section he knew nothing about. The managers response was sometimes things like this happen, maybe I disturbed him While he was having a cigarette or finishing up a snack i dont know. But from now on  I learned my lesson andwill just call Apple if i have a question and never shop at this location again.