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New Member
Posts: 1
Registered: ‎12-19-2022

BB backing out of T-Mobile iPhone Trade-In agreement making it customer problem

Having problems with the recent T-Mobile Trade-in transaction I did at BB Lewisville, TX. Traded-in my 3 old iPhone 11 for iPhone 14, with $800 credit towards the new phones. New phones shipped to my house. Received the new phones, and activated them, but no return label was provided for sending back the old phones. I called BB, and T-Mobile and was told there is an issue between BBY and T-Mobile, and hence my return label is not being generated. BBY says they have known about this problem for the last 30 days, but still continue to sell the product. One can check on BB website. The store refuses to help and says I will have to just cancel my order and switch back to old phones. Otherwise, I  will have to pay in full for new phones. They can't help. WTH. Ideally, BB  should honor their sales and resolve issues with T-Mobile separately, But No. They will not help. Now I end up as a loser as I could have taken the same trade-in offer directly from T-Mobile, had I gone direct. Now T-Mobile does not have the same offer so I am being forced to my old phones. BB does not want to take accountability and honor its sales commitment. The store manager was Rude and obnoxious and does not care about Customer Service and customer satisfaction. his attitude was 'TAKE IT or LEAVE it". After all it is not BB but my money on stack here. DO NOT buy a mobile from Best Buy oRT buy at your own risk and be ready for DISAPPOINTMENT.

Posts: 129
Topics: 1
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Solutions: 10
Registered: ‎11-08-2021

Re: BB backing out of T-Mobile iPhone Trade-In agreement making it customer problem

Hey there, pgat75039.

 

Thanks for reaching out to us here on the Best Buy Forums. When I am buying a product with a promotion, I expect it to be honored, so I understand your frustration. Can you please send me a private message with your full name, phone number, email address, and order number, so I can look into this for you?

 

Thanks,

Connor|Social Media Specialist | Best Buy® Corporate
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Posts: 3,475
Topics: 62
Kudos: 132
Solutions: 188
Registered: ‎10-19-2017

Re: BB backing out of T-Mobile iPhone Trade-In agreement making it customer problem

This topic has been moved to its own thread under the board Best Buy Store Purchase for further review.

Posts: 3,475
Topics: 62
Kudos: 132
Solutions: 188
Registered: ‎10-19-2017

Re: BB backing out of T-Mobile iPhone Trade-In agreement making it customer problem

This topic has been moved to its own thread under the board Best Buy Store Purchase for further review.

New Member
Posts: 2
Registered: ‎01-09-2023

Re: BB backing out of T-Mobile iPhone Trade-In agreement making it customer problem

Did you ever got a resolution to this problem?

New Member
Posts: 2
Registered: ‎01-19-2023

Re: BB backing out of T-Mobile iPhone Trade-In agreement making it customer problem

It happened to me too. I got caught up in the T-Mobile iPhone Trade-in promotion advertised on BestBuy.com in December.

I bought an iPhone 14 pro from BestBuy.com based on this trade-in offer (with up to $800 credit for eligible trade-in), which, I learned later, turned out to be non-existent on the T-Mobile side.

After realizing I was being ripped-off (on December 28th), I repeatedly contacted Best Buy customer service asking them to fix the problem and reverse the entire transaction. It's still not resolved after three weeks.

I was either asked:
- to address the issue to my local Best Buy. I've been there 2 times, no one wanted to help me because BestBuy's return period has expired and they can't change anything anymore at their level.
- to contact T-Mobile because the problem is on their side. T-Mobile is redirecting me to Best Buy as I purchased the iPhone with BB and they cannot honor a promotion advertised by BestBuy.com that simply does not exist with T-Mobile.

I've lost track of the many times I've been disconnected on calls with BB's customer service (and not called back despite always being asked for the phone number they can call in case we were disconnected), or when I was put on hold forever waiting to be transfered to another "Expert" (including the time I was on hold for more than 90 minutes, until I called from another phone to learn that Customer Service was closed until the next day).

I finally got a return shipping label from BB so I could return the device to them, but only after it was deactivated by T-Mobile. Problem is that T-Mobile does not want to deactivate it because they say it's too late to do so, and it's up to Best Buy to fix the problem they created.

At this point I'm stuck with a phone - which I never turned on - that BestBuy agreed to take back, but that T-Mobile refuses to deactivate and is asking me to pay for it for the remaining 23 months no matter what .

 

I have nothing to gain here except the feeling of being treated with respect and honesty.

I'm just asking BestBuy to fix the whole thing, including dealing with T-Mobile to do so.

New Member
Posts: 2
Registered: ‎01-19-2023

Re: BB backing out of T-Mobile iPhone Trade-In agreement making it customer problem

Hi BBY Social Media specialists,

 

What should I do to get some feedback to the message I posted more that 2 weeks ago ?

 

 

Posts: 137
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Registered: ‎11-08-2021

Re: BB backing out of T-Mobile iPhone Trade-In agreement making it customer problem

Good Afternoon, Mannuwell.

 

Thank you for reaching out to us on the Best Buy Community Forums. I certainly understand how you are feeling after an issue with your recent mobile order and wanting to learn what options you have moving forward to have this resolved. I would be happy to research this further. Please feel free to send me a private message with your full name, phone number, email address, and order number. 

 

Kindest regards,

Bobby|Social Media Specialist | Best Buy® Corporate
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