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New Member
Posts: 2
Registered: ‎12-14-2018

My Life biggest mistake was to buy Iphone x max from best buy

wanted to send gift overseas, so i went to sharptown best buy and told sales agent i need international unlock I phone x max and he sold me one for $1320

,when the phone reached overseas, we have to pay $37 customs duty and phone never worked on local sim, in order to bring it to home screen used a non functioning T mobile, sim, the phone came to home screen but never worked on local sim.when contacted best buy they said it got locked to tmobile cause i used their sim. when i called tmobile they said you are not our customer so we can not help you

best buy never wanted to either refund or exchange phone, after 3 weeks of back and forth between apple, best buy and tmobile, still no result

Valued Contributor
Posts: 1,034
Registered: ‎02-07-2011

Re: My Life biggest mistake was to buy Iphone x max from best buy

All I phones sold by best buy will lock to the first USA Sim card inserted. T-mobile unfortunately was probably the worst choice as they have fairly stricked unlock rules. T-mobile is the are the only way to get it unlocked now. If you insee a tmoble prepaid Sim and follow the rules on their site then they will unlock it. However it looks like it has to be their network for a time and the prepaid Sim has to be refilled a few times.
New Member
Posts: 2
Registered: ‎12-14-2018

Re: My Life biggest mistake was to buy Iphone x max from best buy

give solution instead of remarks

Best Buy Employee
Posts: 1,074
Registered: ‎01-09-2015

Re: My Life biggest mistake was to buy Iphone x max from best buy

If I understood nckhammond’s solution correctly, then contacting T-Mobile (the carrier the phone is locked to) and working with them to get the phone unlocked is the next steps. This seems to fall right in line with what I understand about phone locking. The phone manufacturer and retailer cannot perform unlocks, just the carrier who locked it.
I am a Best Buy Employee, 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***
Valued Contributor
Posts: 1,034
Registered: ‎02-07-2011

Re: My Life biggest mistake was to buy Iphone x max from best buy

Yep, I gave you the one and only solution, not just remarks.
New Member
Posts: 1
Registered: ‎12-24-2018

Iphone xs max

Yesterday i buy a iphone xs max and ask if its unlocked and say yes but i try activated with mi sim card its frim mexico and dont work only with a att prepaid card what i need to do for unlock my phone ?
New Member
Posts: 3
Registered: ‎12-25-2018

Bought an unlocked iphone and it came locked for t-mobile

Hi, I bought an iphone xR last week and came to my country, Brazil. When I got here I tried to use my sim card on it, and it showed me a message that my phone is locked. So I called apple and they told me that my phone is locked for t-mobile only, but I paid for an unlocked one, not this. I need to unlock or to exchange mine for a new one, and need help. Im in brazil and can not just go there to solve this.
Best Buy Employee
Posts: 1,074
Registered: ‎01-09-2015

Re: Bought an unlocked iphone and it came locked for t-mobile

iPhone Xr's are not sold unlocked at Best Buy, what you bought was a Universal iPhone meant to be activated on the major carriers in the US.  The message you see about T-mobile is most likely caused by inserting your non-North American sim card.  

 

You might look over this thread for some answers on how to resolve:

 

https://forums.bestbuy.com/t5/Best-Buy-Store-Purchase/Cell-Phones-Bought-for-International-Use-at-Be...

I am a Best Buy Employee, 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***
New Member
Posts: 3
Registered: ‎12-25-2018

Re: Bought an unlocked iphone and it came locked for t-mobile

Thank you for your helping! So it only works for US carriers? or I can go to my brazilian carrier and they can activate my iphone? Can you tell me?
New Member
Posts: 1
Registered: ‎12-25-2018

Complaint - Wrong information provided when purchasing iPhone

On the 29th November 2018 I purchased a Universal iPhone7 from BestBuy in Vernon Hills IL. When purchasing the phone, I specifically said I needed an unlocked phone for use in Europe. The sales assistant introduced me to the manager of the phone counter and I again reiterated my requirements. As he was handing me the phone, I asked him if the phone unlocked and if it would work in Ireland. He responded yes to both. As I had previously purchased an unlocked phone from the Apple Store and was paying full price for the handset, I assumed the sales person knew what he was talking about.

 

The phone was a Christmas gift for my daughter so when we tried to setup the phone on Christmas morning the phone indicated the SIM was not supported. It quickly became apparent that the phone sold to me by Best Buy is not Unlocked but is a Contract Free phone that will lock to the first carrier used to activate the phone - but that carrier has to be a US carrier.

 

I phoned the Best Buy Helpdesk who indicated they were unable to help and suggested I phone the Vernon Hills Store. I phoned Best Buy Vernon Hills and was told they were sorry that I had been given the incorrect information however as the phone is outside the 14 days return policy there is nothing they can do. I cannot understand how a reputable company like Best Buy can seemingly abdicate their responsibility specifically when their sales personnel provided incorrect information. If I had known there was any risk of the phone not working outside the US I would have instead gone to an Apple Store.

 

To rectify this matter can I please ask you to unlock the phone? As I paid full price for the handset no one is out of pocket - unless of course you decide to ignore my request then I am left with a large hole in my account and a worthless iPhone. If you need to verify my details before unlocking the phone please feel free to contact me as you have my details with the sales receipt

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