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Posts: 3
Registered: ‎09-08-2019

Note 10+ 5G preorder with no trade in

I went into my best buy store on 8/22 and preordered the Note 10+ 5G. I was told that I could decide when the phone came in if I was trading in my phone for the $300 credit. My phone did not come in until 9/6, and the store told me that thru could not honor the trade in because it expired on 9/2. Its not my fault that it took that long for my phone to come in. The phone had also dropped in price by $200, and I was told if they matched that, I would loose my preorder. This is very upsetting, because the phone didn't come before the promotional trade in expired, I couldn't use it. The sales person told me I didn't have to decide if I was trading in my Note 8 until my new phone came in. So basically I lost $300 for that not being delivered by that date, and $200 because the phone dropped in price. How is this possible?
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Posts: 432
Topics: 34
Kudos: 102
Solutions: 29
Registered: ‎10-03-2017

Re: Note 10+ 5G preorder with no trade in

Hi there, Kristy526!

 

Welcome to the Best Buy Support Forums! 

 

I understand that you have some concerns regarding your Note10+ pre-order. I know that we are working very hard to try and get all of these pre-orders fulfilled as soon as possible, and it disappoints me to hear that you didn't get to take advantage of the trade-in offer that we were running in this case. This was definitely not our intention, and we are working to get all of the orders fulfilled as soon as the devices become available. When it comes to this pre-order promotion, the trade-in would have need to have been completed either at the time or pre-order or before the promotion had expired, to take advantage of the promotion. 

 

As for you pricing concerns, I'd like to try and get more information about that, to better understand the situation a bit more. Are you saying that you were told that you would lose your phone, or the pre-order promotions, by getting a price match?

 

Sincerely,

Vince|Social Media Specialist | Best Buy® Corporate
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New Member
Posts: 3
Registered: ‎09-08-2019

Re: Note 10+ 5G preorder with no trade in

I was told i would loose my promotion and the phone because they couldn't use that one. Why couldn't they modify the price instead or issue me a credit?
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Posts: 432
Topics: 34
Kudos: 102
Solutions: 29
Registered: ‎10-03-2017

Re: Note 10+ 5G preorder with no trade in

Kristy526,

 

Thanks for getting back to me on here! It is true that if the phone was returned and repurchased, we would need to provide you with another phone, and if one wasn't available, you would in that case lose the phone. We also don't have a way of changing your monthly payments of your current phone, as this is all done through the carrier. This being said, we may still have some ways that we can assist in the event of an activated mobile phone going on sale after a purchase. More information about this can be found by checking out our Price Match Guarantee FAQs.

 

I'd like to take a closer look into this for you, but will just need to gather some information to begin. If you will please send me a private message that includes the following, I’ll do my best to help:

  • Your full name
  • Your phone number
  • Your email address

To send me a private message, please click the button labeled "Private Message" in my signature below.

 

Sincerely,

Vince|Social Media Specialist | Best Buy® Corporate
Give Kudos if you like this post or Accept as Solution if it answers your query!
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New Member
Posts: 3
Registered: ‎09-08-2019

Re: Note 10+ 5G preorder with no trade in

I sent all info