Add Product

Search Results:

Reply
Highlighted
New Member
Posts: 3
Registered: ‎10-04-2019

LOCKED phone sold as UNLOCKED

Last saturday on bestbuy at 4024 Wards Rd Ste A, Lynchburg, VA 24502, I bought an iPhone that was supposed to be UNLOCKED but I found out it is LOCKED to AT&T. This is absurd. I tried unlocking at AT&T website but it says:

 

"Looks like the device you want to unlock is active on another AT&T account. The owner has to remove it from their account first. Did we get that wrong? If you're the owner, call 800.331.0500 or 611 from your mobile phone to confirm."

 

I called bestbuy customer service and they said I should return it to the store, but now I am thousands of miles away outside the US. 

 

I lost the receipt.

 

Can't you just unlock using the IMEI on AT&T?

 

 

Highlighted
Best Buy Employee
Posts: 1,284
Registered: ‎01-09-2015

Re: LOCKED phone sold as UNLOCKED

It sounds like you purchased one of the Universal iPhones Best Buy sells, which can be activated on any North American carrier.  Unfortunately, these are not "unlocked" phones and will lock to the first carrier sim inserted into the device. This is sometimes called the Reseller Flex policy depending on the literature involved.

 

Best Buy has no method of locking/unlocking phones.  The lock is initiated within the iPhone software during activation when a sim is inserted and at that point the carrier of the Sim inserted would be responsible for the 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***
Highlighted
New Member
Posts: 3
Registered: ‎10-04-2019

Re: LOCKED phone sold as UNLOCKED

It was sold as UNLOCKED and I paid the premium price for a fully unlocked iPhone. The 1st sim card inserted was my original one from my country but it said Invalid Sim. AT&T website says it is locked to another device. This is ridiculous and is absolutely not right! It was sold as unlocked and should work on any carrier worldwide. Why did you charge me the price for a regular world unlocked iphone then? I really feel scammed by BestBuy here. You can absolutely unlock it on AT&T as it is locked there. I am calling my credit card to refund this purchase. I didn't buy an iPod. For anyone who is reading this, DON'T BUY "UNLOCKED" PHONE AT AT&T. IT IS A LIE, A FRAUD.

Highlighted
Posts: 7,058
Topics: 115
Kudos: 523
Solutions: 392
Registered: ‎12-23-2016

Re: LOCKED phone sold as UNLOCKED

Hello, filipehdbr,

 

Welcome to the Best Buy Community forums, and thank you for reaching out about this. I'm sure not being able to use that phone you bought is a large inconvenience for you.

 

Best Buy does not have the ability to unlock phones in any circumstance. The above post by jdogg836 is right on about that, and about us generally selling only universal phones as opposed to unlocked.

 

An in-person return is likely to be the best way to get this resolved for you, but I would be happy to check to make sure there are no other options.

 

Please send in a private message by using the link in my signature below this post. I'll need your name, email address, phone number, and the serial number for that phone.

 

Sincerely, 

Kyle R|Senior Social Media Specialist | Best Buy® Corporate
Give Kudos if you like this post or Accept as Solution if it answers your query!
Highlighted
Valued Contributor
Posts: 1,387
Registered: ‎02-07-2011

Re: LOCKED phone sold as UNLOCKED

When did Verizon start locking phones again? I thought Verizon was the only carrier that never locked anything.