09-07-2019 04:40 PM
Recently pre ordered the Note 10 plus with verizon. I was switching over from tmobile to verizon. After checking the coverage maps it looked as if I'd have great coverage at home and work. I pre ordered on 8/21/2019, the device release date was 8/23/2019. The sales associate at the Towson, MD location told me that the device would be in on 8/24 or 8/25. Both those dates came and went.. I contemplated just cancelling the order, and at this point i wish i had. I called the store inbetween that time, and was told that it was Samsung's fault since the white was a popular color. I saw that the black version, and the blue version were in stock at numerous other stores on 8/25- 9/1. I called the store to let them know that i'd like to change the color to get the device sooner, however i was told that i would have to cancel my order and forfeit my pre-order bonuses (Samsung was offering $150 in credit, and Best Buy was doing a $300 trade in bonus for my old device, Galaxy Note 8) to get another color in stock. I was frustrated, but decided to just be patient. Finally, i get an email on 9/4/2019 that my device was ready for pick up.
I was excited and happy that i was finally getting my anticipated device and went to the store right away. I arrived at the store at 6 PM. I went to customer pick up, to get my device and let them know about my trade in. The team member walked me over to the mobile department to get a tech to help with the process. Upon trying to activate the device and port my number over it seemed to be taking a while. By 830 PM the team member was still on hold with the porting company to transfer my number over from tmobile to verizon. 9 PM rolls around and the store is closing, we finally get through to the port company and my device was activated. She made an outgoing phone call and it was successful, so i was sent on my way after we transferred the data from my Note 8 to my Note 10 plus.
As soon as i got home, i realized that my coverage had dropped to 3G. I was confused, as the coverage map showed my area as having 4G LTE service. I went outside, in the yard, living room, dining room.. Couldn't get 4G ANYWHERE in my house, I couldn't download any apps, no videos would load, couldn't make phone calls.. Unacceptable. To make matters worse the next day i realize that I am not receiving any phone calls or text messages. When my number was called, it would go straight to voicemail. I had my fiance' send me numerous messages, and nothing had come through. I called Verizon 4 times that morning, waiting on hold for 25-30 minutes each call. I couldn't stay on hold as I was at work. I finally get through and Verizon lets me know that the porting process hasn't been completed yet. (Best Buy team member made no mention of this at any time).
So now i'm really upset.. On 9/5 I call the best buy store and waited on hold again for 20 minutes. I tell her I want to return my device, and get my trade in back. She tells me that traded in devices can't be returned. I'm irate at this point since it's been less than 24 hours and am told I'm essentially unable to get my device back. I have my fiance' drive to the store and talk to the manager Jeremy. She tells him what is going on, how i have no service at the house, I can't receive calls or texts and Jeremy assured her that he could in fact get my device back the next day, as it hasn't been sent out yet. I'm relieved, I call Tmobile and the rep told me my service hadn't yet been cancelled, and the verizon rep at the porting location cancelled the port.
I get off work the next day 9/6 at 7 PM. Rush from DC all the way to the Towson, MD best buy store to make it in time before they close. I go to the customer service counter and meet Jeremy. He takes the paperwork and goes over to the mobile department. He comes back and tells me that in spite of calling, and having my fiance' go to the store physically, and him assuring her, that my phone "unfortunately" had already been sent out earlier that day. The lack of communication is appalling. He simply didn't take the measures of ensuring that my old device would not be sent out. Not knowing where to go from there Jeremy tells me that it's too late to call the place that has my phone, and is unable to physically locate my phone. The best he can do is process the return and try to find out where my phone is in the next few days. I tell him I cannot go days without a device, and my verizon service had been cancelled by this point.
He suggests that I buy an unlocked version of the same device, which is 1099.99 minus the $300 trade in. I don't have $700 to spend on this device at the time. He asks me to put it on a Best buy credit card, which I wasn't willing to do. The reason I wanted to switch to verizon in the first place is because Tmobile was saying they needed a $400 down payment, whereas with VZW i wouldn't need that much down after the initial credit check at the store when i pre-ordered. He offers me a $300 gift card, which still would leave me phoneless until they track down my phone wherever it is. I agree to the gift card and as he's processing it, he tells me that it's only allowing him to put $125 on the gift card, since the other $175 was for a promo trade in towards the Note 10. He stapled his card to the receipt and said that when we purchase something in the future, to contact him and he would apply the additional $175 towards whatever we planned on purchasing.
By this point I was done fighting, I'd had a 12 hour day at work, then rush over 50 miles to alleviate this issue, I left the store with no phone, $125 gift card, and a receipt with his card stapled to it. I had planned to just sell my Note 8 for $325 and already had a buyer lined up, then going to Tmobile to pay the difference for the down payment. Very frustrated with this whole process, and look at Best Buy much differently now. I don't want $300 in best buy credit. I needed my phone back. There is no information online either about what to do if you want to return a device, when you trade in another device. I feel let down, and deceived since I was led to believe I'd be able to get my device back.
09-08-2019 11:28 AM
09-11-2019 12:15 PM
Thanks for creating a profile and connecting with our community! Welcome to the Best Buy Forums, although we do wish you reached out under better circumstances.
This sounds like quite the situation, but it does not sound consistent with the experience we aim to provide. I can certainly understand the excitement behind getting a new cell phone, especially when you pre-order it, so I can definitely see why you would be seeking some support. Being without your cell phone for an extended period of time is not ideal, so I’d be happy to see if we can assist!
I appreciate all of the leg work that you and your fiancé have done to this point, and I’d be glad to see what our team may be able to do to help you out here. While I cannot promise any specific outcome, I’d be happy to connect with the leaders at your local store, including Jeremy, to see if there are any options available at this time.
To get this process started, please send me a private message with your full name, email, phone number, and order number. To do so, please be sure to click on the blue box in my signature below.