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Posts: 4
Registered: ‎12-01-2017

Customer service complaint while purchasing a Note10+

I would like to set the scene by stating that I purchased a Note 10+ Aura Blue, with a two-year protection plan.

I first off had to wait well over 20min to be helped despite several associates being free. I had to approach the desk to get any sort of help. Next, I was quoted a price of $800 for the phone, and then the associate took my money and told me I needed to pay more. Why? I asked. "Well, I made a mistake and didn't realize it was ATT prepaid so you have to pay the activate later price". This was well after I told the associate I needed an unlocked note 10+ for ATT PREPAID. Then, I had to pay another $100. Furthermore, the associate forgot to assign my rewardspoints to the order after asking for my phone number not once but twice. Oh, he also forgot to add the protection plan, so then I needed to complete yet another transaction. The final icing on the cake was when I asked how I get my rewardspoints, all he said was "oh, just download the app" Wow, so helpful. Then, I asked how he was going to transfer my data and contacts. He said we don't do that for ATT prepaid, just follow the instructions and use Samsung smart switch. I have never had a Galaxy, nor do I know what smart switch is or how to use it. In the past, Best Buy has helped me transfer my contacts and activate my service. This experience was unacceptable to begin with and unbearable at the end. I have been a frequent customer to Best Buy because of excellent customer service and products, but this experience makes me want to shop elsewhere. So now I'm left with the challenge of transferring my contacts and service, figuring out how to regain my rewards points on a transaction well over 1,000 dollars, and deciding where to shop other than Best Buy in the future. 


Please fix this issue and thank you for your time, 

An extremely dissatisfied customer

Posts: 5,128
Topics: 154
Kudos: 394
Solutions: 232
Registered: ‎08-21-2017

Re: Customer service complaint while purchasing a Note10+

Hello, mountaingrizzly,


Welcome back to our community forum and thank you for taking the time to let us know about your visit to one of our store locations. I know that getting a new cell phone can be a daunting process and this visit doesn't sound like it lives up to our standards. I would be happy to help make sure we get your feedback to the right place. First, you can add a missing transaction to your My Best Buy account either on our website or using the Best Buy app. You can find instructions on how to do so here.


Did you have the opportunity to speak to a store manager about your experience? If not I would be glad to reach out to them on your behalf to let them know about your visit. Which store location did you visit and when? Do you remember the name of the associate you spoke to?


Like you, I haven't used a Samsung Galaxy phone. It looks like Samsung Support has some resources on this app and how to use it here. I would recommend contacting your carrier for information on how to activate your phone. I would be happy to document your feedback here at our Corporate Campus. In order to do so I will need some more information. Can you please send me a private message with your:


Full name

Email address

Phone number


You can send me a private message by clicking button at the bottom of my post. I look forward to hearing back from you.

AndrewB|Social Media Specialist | Best Buy® Corporate
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