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Posts: 1
Registered: ‎06-11-2018

I want my phone back

I brought my iPhone to repair an unresponsive touch screen to Middletown ny Best Buy in May 16. Was told it would take a week to get back from Apple. On May 25, Apple shows that a brand new phone was shipped to the Best Buy store for me because my phone was unfixable. The Best Buy store didn’t realize until 6/6 that Apple sent me a 64gb phone instead of a 256gb, which is what I originally had. So Best Buy says they contacted Apple for the new phone and Apple shipped it and it would be here today 6/11. Still have no phone! After numerous calls to Best Buy from Apple and myself we have got no where. Apple doesn’t even understand what their issue is. I am getting a different story everyday. I went to the store on 6/9 and was told that Apple needed to release a serial number to Best Buy to release my phone, then they don’t have my phone, Apple sent the wrong one. The guy from Best Buy told me i was getting a refurbished Apple phone and Apple told me it was brand new. How did it take the store from 5/25 to 6/6 to realize it was “the wrong phone?” Best part is that I spoke to Apple today to see if they had the tracking number for the second phone that Best Buy says is on the way and Apple told me they didn’t send another phone because Best Buy did not confirm shipping and that was sent almost a week ago and their not responding back to apples reminders about confirming shipment address. So how can my phone arrive on Monday when it was never shipped because they never confirmed details. This was the manager who told me this. Then I go on to Best Buy and look up repair status and it says a part was ordered for my phone and was in stock, how was a part ordered for my phone on 5/31 when my BRAND NEW phone arrived to Best Buy from Apple on 5/25 and Best Buy did not even have my original phone because it was sent to Apple? It’s a month now and something that was supposed to take a week has taken this long and no resolve date in sight because Best Buy cannot get their stories straight. Mike the manager, Zac the agent working on the phone are the ones i spoke to who told me my phone is shipped and on the way. I want my brand new phone that Apple shipped to me not a refurbished one. What are the Best Buy workers trying to cover up?
Posts: 1,324
Topics: 9
Kudos: 105
Solutions: 69
Registered: ‎10-19-2017

Re: I want my phone back

Greetings, sb123!


Welcome to the forums!


Having a Geek Squad Protection Plan or an AppleCare Plan, is meant to make repairs and such easier for the customer. I apologize for the inconvenience this may have caused, but I’m here to help where I can.


I am going to need some more details from you in order to better assist you. Please, private message me with your full name, phone number, date you purchased this phone, and e-mail address connected to your account. I look forward to hearing from you.



Deysha|Social Media Specialist | Best Buy® Corporate
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