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New Member
Posts: 1
Registered: ‎02-28-2017

UNV IPhone 7plus. LOCKED!!!

 Good day. I'm reaching out to you due to a defective product being given to my uncle when he bought a Iphone 7-plus in Honululu, Hawaii that is not open line and I can't use it in my country Philippines. My uncle speciffically ask the store clerk if the product works wolrd wide and the clerk knows that he is works as a seaman and not a citizen of america. Why would he use a carrier base on america if he does not lived in the country that does not make sense!!! RIGHT?

New Member
Posts: 1
Registered: ‎03-03-2017

I buy two blocked iphones instead of being activated for central america

[ Edited ]

02/25/17

18:37

i buy phones 7  plus 32 gb

iphone 6 plus 32gb

 

according to me the two phones was activated but in my country they say that the phone is blocked and

i need help to activated my phone i am from honduras please resoved my problem my adress is {removed per forum guidelines}

Visitor
Posts: 2
Registered: ‎03-07-2017

No help from THREE separate phone reps and TWO managers over TWO days

I bought an iphone 7 from Best Buy in Missouri in January before leaving the state. I asked two separate employees specifically whether the phone was unlocked, and whether I could use it with any carrier and switch carriers, to which they said yes. I'm leaving the country in a few days and absolutely need to switch carriers from cricket wireless to T-Mobile so that I can have service in another country, and have gone through a nightmare of driving to different stores and calling over two days in circles. Best Buy told me to call Apple, and Apple told me to call Cricket, which told me the problem lied with Best Buy. The end story is that the employees told me I was buying an unlocked phone that could swtich carriers, but I recieved a "UNIVERSAL" phone. They DID NOT make this clear to me and tell me of any difference. 

 

Tonight I called Best Buy customer service and they directed me to the local store, promising that they would be the only ones able to help me. I spoke to the assistant manager who got frustrated with me and said that "They could do nothing to help me." They told me to talk to higher ups in customer service. I've been bounced between Best Buy employees for two straight days and this is extremely dissapointing and not okay. I even called customer service after that and the woman gave me a frustrated explanation as to why they could do nothing for me.

 

I've had to escalate this to both Cricket and Apple because Best Buy failed to help me at all, and am seriously disappointed in my entire experience. I don't see myself ever returning or engaging with Best Buy in any way if the only treatment I'm getting is deflection to other employees. 

Valued Contributor
Posts: 2,076
Registered: ‎12-01-2014

Re: No help from THREE separate phone reps and TWO managers over TWO days

Best buy has no way to unlock phones, thats the carrier.
Visitor
Posts: 2
Registered: ‎03-07-2017

Re: No help from THREE separate phone reps and TWO managers over TWO days

I understand that. The problem is that the store sold me a $800+ phone with misleading information and will not own up to the fact that they did so dishonestly, let alone be helpful.
New Member
Posts: 1
Registered: ‎03-08-2017

iPhone 7 unlocked

Hi , I bought Two IPhones 7 that supposed to be unlocked , I told the seller person that I need the phones to be working in Canada , once back home the phones didn't accept my SIM cards. So can you help me whit this problem?

New Member
Posts: 3
Registered: ‎03-08-2017

"Universal Iphone"

[ Edited ]

Good Afternoon,

 

On December 15, 2016 I went to the Best Buy store #278 located in Cuyahoga Falls, OH looking to buy an unlocked Iphone 7. The sales representative got me one saying that the device was “universal” so it would work internationally, which was my main intention as I live in Brazil. 

 

As I was going to stay in the US for 2 months I decided to buy a SIM card from a US carrier. I ended up with T-Mobile and bought a pre-paid plan sim card from them. So I started using the phone in the US during my stay and once I arrived in Brazil, I got a new, smaller SIM card from my carrier called TIM and start using my phone. 

 

However, as soon as I turned on the device, a message said that the “sim wasn’t supported under the activation policy that is currently assigned by the activation server”. This message also recommended that I should request the phone to be unlocked by the original carrier.

 

The first thing I did was contact Apple to get help, but they said that T-mobile needed to unlock it for me. Then I asked my sister who lives in Orlando, FL to contact T-mobile as I was already in Brazil and couldn’t afford the expensive fees for an international call. She called them and the first representative said that they wouldn’t be able to unlock it because the phone is a non-t mobile device.  Then after she said that Apple said that it needed to be through them, the agent transferred her to the technical support as she wouldn’t be able to help any longer. 

 

The T-Mobile technical support specialist, after hearing all the story and looking up my pre-paid account information, said that he could do the request to unlock the phone but in order to do that, I’d need to have to refill my account with $100. We just got really surprised and my sister asked for help on waiving this condition or maybe getting a refund after the unlock process was done, as we never thought I’d have to spend more money on a device that was supposed to be unlocked. Also, I wouldn’t be able to use the refill for anything; it would be totally useless for me now. So the agent transferred my sister one more time to a department that would be able to help with this request of refunding me, but they simply gave her the same answer of the first representative (that the device wasn’t from them so the system doesn’t allow them to unlock it). They said that if Apple could not help that we should contact the “unofficial apple seller” to get help. 

 

So now, I am contacting the Best Buy store in which I purchased this phone and was assured multiple times by two of your salesmen that my $700 purchase would work in Brazil. This seems to be my final attempt to receive a prompt solution to this problem that is beginning to interfere with my everyday life. Me, my sister and my friends that live in or visit the US always felt confidence in buying any product at Best Buy, so we expect that you guys can understand the frustration that we all have at the moment. I cannot use my phone even though if it was sold as a “universal device” that would “work normally internationally”. Even more frustrating, all our efforts with the other parties are not working and I definitely cannot spend $100 more to be able to use in Brazil. So I’m really desperate now because I need the phone to be working immediately. I have attached the receipt for any additional information you might need.

 

 

I appreciate your consideration and response to this matter as soon as possible,

 

 

Giovana {removed per forum guidelines}

New Member
Posts: 2
Registered: ‎03-14-2017

Returning a phone

Hi,
So I have a long story. I'm in medical school in Grenada which is in the carrieban. I lost my phone the other day, and my roommate who happened to be back home in Florida for the weekend bought me an lg g5 to bring back for me. Turns out someone had my phone and they returned it, so now I have this really expensive phone just sitting here. I talked to customer service about returning it by printing out a return shipping label, and I've tried, but I don't quite know how to do that with the receipt that I have. I don't see the order number, and my friend didn't give his phone number I'm pretty sure. The phone was bought this last Sunday. What's the best way about returning the phone. We were thinking of sending the phone to my roommates sister along with the credit card he bought it with so she can return it in person, but we don't know if it'll make it there within the 14 days. That's when a best buy customer service rep told us to print out a pre paid return label, which is where I'm stuck at right now. If anyone could give me some advice I would greatly appreciate it!
Thanks!
Amaad
Geek Squad Agent
Posts: 3,251
Registered: ‎03-20-2012

Re: Returning a phone

you are going to want to call this in since you will be approaching your 14 day grace period.  It is 14 days because of the contract that was signed through your carrier, and unfortunately anything over that time Best Buy would not be able to help you out of any fees that may be charged from your carrier.  It is my hopes that you can get this resolved, but these forums are a few days for a moderator to take a closer look and the time frame that you are on, i personally wouldn't wait. 

 

Hopefully a phone representative can further assist you with this so that you meet the deadline.  They should also be able to provide you the next steps that you could take to get this resolved.  Best of luck!

I am a CAR Geek Squad Autotech, 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***
Was the question answered click solution and kudos the post?!
New Member
Posts: 2
Registered: ‎03-14-2017

Re: Returning a phone

Awesome! Thanks for the reply. The phone is unlocked, I don't know if that makes any difference. Also is there some kind of toll free number, or live chat I could use? I don't have a phone number here for international calls.