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Best Buy Employee
Posts: 1,631
Registered: ‎01-09-2015

Re: Cell Phones Bought for International Use at Best Buy

This sketchy loophole no longer works as Verizon locks phones for the first few months of service. If you aren’t on an active plan it doesn’t unlock.
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***
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New Member
Posts: 6
Registered: ‎12-19-2019

Best buy sold me an UNLOCKED phone and its in fact LOCKED.

I bought an unlocked Samsung S10 from Best buy - South Beach Miami Store. I used withouth a problem with two carriers in United States before moving to Australia. When I tried to use a local company (Optus) I found out for my surprise that the phone is actually locked to US Carriers only. 

 

I actually paid the full price for an unlocked version, the sales person never told me that I would not be able to use it internationally. I since called other carriers in Australia, Samsung USA, Samsung Australia, went on different forums and complaints websites and no one seems to know how to fix the problem. I then went back to best buy mobile support and they said it was writen on the website "Carrier Compability: AT&T, Boost Mobile, Cricket, H20 Wireles, MetroPCS, Mint Mobile, Net10, Simple Mobile, Sprint, T-Mobile, Tracfone, TotalWireless, Verizon". The person I spoke on the phone actually told me to use "Rooting" (jailbreak for Samsung) which I found completely unaceptable to belive that someone from Best Buy was telling me to do something considered by many to be illegal and I could potentially destroy my phone doing so. 

 

My thoughts on this are, I bought the phone in store and did not read anything online before purchasing. I paid full amount for the phone to be unlocked as I knew I would probably have to use it internationally and could not afford to be stuck to one carrier. This practice is perhaps the most absurd marketing strategy I have ever heard of. It should in fact be illegal. Also, I am a customer that buys a few thousand dollars worth of products from Best Buy every year. If this is the way Best Buy treats customers like me, I can only imagine what they do to people that goes there for one purchase alone. 

 

I would appreciate a help from you as I have this U$1000 phone seating in my house without been able to use it for quite some time now. I dont believe this is in any way my fault. I pay the full price on an item that I should be able to use it and no one is taking responsability for it. 

 

Thank you.

Highlighted
Best Buy Employee
Posts: 1,631
Registered: ‎01-09-2015

Re: Best buy sold me an UNLOCKED phone and its in fact LOCKED.

Being unlocked and having radios that contain all world bands is definitely separate. It is unlocked, and fully compatible with the networks mentioned. As you’re probably aware, items sold through Best Buy are intended to be used within the US and while it may work outside of the country there is unfortunately no guarantee. If you were able to use it on multiple carriers within the US, it does confirm that the phone is unlocked.
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***
Highlighted
New Member
Posts: 6
Registered: ‎12-19-2019

Re: Best buy sold me an UNLOCKED phone and its in fact LOCKED.

Unfortunately it is still very difficult to me to understand how can you pay the full amount for a product that cannot be used. I understand the whole marketing strategy behind it, but for me it still seems illegal. It is the same as buying a car and as soon as I cross a border the engine fails to work.

 

I used to believe on best buy since their promise is: "We at Best Buy work hard every day to enrich the lives of our customers through technology, whether you come to us online, visit our stores or invite us into your home. If you are not fully satisfied with your purchase, let us help you with a replacement, return or repair". Also, like I mentioned before I spent thousands in products with them. However, I have expressed my complete unsatisfaction and nothing seems to happen. The phone is still brand new, its no more than a few months that I bought it. They should be able to understand the situation and unlock the phone or at least offer some solution. No one has reached to me or any other people in this discussion to my knowledge. I am just assuming they are waiting for us to give up and move on. I will probably do it one day, but rest assure no one that I know will buy from this scam company again. 

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Valued Contributor
Posts: 1,435
Registered: ‎02-07-2011

Re: Cell Phones Bought for International Use at Best Buy

You not understanding.... Samsung and other phone manufacturers, as well as many Wifi enabled devices,DVD players, make different models for different areas of the world. This is because not all countries use the same technology, channels, frequencies. Best Buy sold you an unlocked S10. Best Buy is in North America. The phone is designed to work in North America. This is how Samsung made it. Has nothing to do with Best Buy.
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New Member
Posts: 6
Registered: ‎12-19-2019

Re: Cell Phones Bought for International Use at Best Buy

I completely understand, keep on answering the thread and giving kudos to each other. We will pretend we cant see that. Also, keep on selling products to make profit and not care about your customer. I am sure it will take the company very far indeed. 

 

Again, just very disapointed after using the company for so long to now see their true face. 

 

 

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Best Buy Employee
Posts: 1,631
Registered: ‎01-09-2015

Re: Cell Phones Bought for International Use at Best Buy

I am confused at what you are seeking, we are trying to provide you with factual information so you understand there is nothing wrong with what you purchased.  It really comes down to you not understanding/asking for all of the necessary features you required.  You purchased an unlocked phone, which you received and it worked flawlessly in the country of origin as intended by Samsung.  Nothing in the product description is inaccurate, there is no part of it that Best Buy has personally done to you just to take money.  There are different technology systems worldwide, in many many types of products.  Phones are not different.  For European use, you need to make sure you buy an unlocked phone with Quad-Band.  Here's a direct quote from a popular travel website:

 

"When shopping for an unlocked GSM phone, you'll want a tri-band 850/1800/1900 for North America or a quad-band 850/900/1800/1900 if you intend to use it in the U.S. as well as in Europe. You may use a tri-band 850/1800/1900 unlocked cell phone in Europe, but you'll be giving up coverage in the 900 band, which is the most common band for international cell phone communications."

 

Purchase a quad-band unlocked phone next time and avoid this whole situation. Most US retailers will sell unlocked Samsung phones with Tri-band as it covers ALL US carriers, and Samsung makes both a Tri-band and Quad-band version of their devices...Don't ask me why, you'll need to reach out to them.  

 

No need to pretend you don't see them, kudos are given to correct and/or helpful answers.

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***
Highlighted
Best Buy Employee
Posts: 1,631
Registered: ‎01-09-2015

Re: Cell Phones Bought for International Use at Best Buy

In my desire to provide you with details, I left out one part.  I thought I copied it into the post but I didn't.  Austrailia uses the European standard, and Optus specifically uses the 900 band for GSM.  The person you spoke to about rooting the phone was way off, your phone's radio hardware is specifically missing the frequency needed to connect.

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***
Highlighted
New Member
Posts: 6
Registered: ‎12-19-2019

Re: Cell Phones Bought for International Use at Best Buy

No need for confusion. I bought a phone and I want to use it. That is all. I paid full price for it and I should be able to use it wherever I go. 

 

Also, I said I completely understand. Its not about understanding anymore, just about fraudulent sales. Miami is a very international city and many customers buy products to be used in different countries. And as you can see, many of them are here complaining and nothing is being done from your end. I only believe this information should be more available when purchasing a product. 

 

Highlighted
New Member
Posts: 6
Registered: ‎12-19-2019

Re: Cell Phones Bought for International Use at Best Buy

Thank you for that information. Is there any other carriers in Australia that I would be able to use?