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New Member
Posts: 2
Registered: ‎10-15-2015

Need help from regional manager; I was sold an Activation Locked open box MacBook Pro

[ Edited ]

Hello, can someone here please help me get in touch with the regional manager for the Springfield, OR, store? I was sold an open box MacBook Pro that Apple says is Activation Locked by the previous owner (Order Number {removed per forum guidelines}

 

I learned this after several hours over 2 months working with Apple Support and Simply Mac on a warranty repair -- the video system completely failed, the machine boots, Touch Bar lights up, but built-in screen and external monitors never come alive.

 

Apple refuses to send the required parts for the repair because Activation Lock is on from the previous owner and Apple refuses to deactivate it. I was advised that Best Buy must replace the machine as it's sold me what appears to be a stolen laptop.

 

I've tried calling the Springfield store but it is impossible to reach a human or even leave a voicemail. When you tell the call system you want to speak to a manager you're put on hold for a few seconds, then a message comes on and says they're too busy to talk and the system hangs up on you.

 

I've tried emailing the store leaders alias and have not had a single reply.

 

I've tried working with my local store (Cascade Station) and was promised they'd help me work with the Springfield store because they can't help me directly as it wasn't their sale, but after multiple attempts on my part to prompt them and check up there's been no progress.

 

The Springfield store (where I purchased the machine) is a 2 hour drive, each way, otherwise I'd show up with the laptop like I did at Cascade Station (a 15 min drive).

 

I am willing to take that drive to resolve this. But I am not willing to make multiple trips getting the run-around.

 

Please help? I'm stuck with very expensive paperweight!

Posts: 3,077
Topics: 37
Kudos: 97
Solutions: 156
Registered: ‎10-19-2017

Re: Need help from regional manager; I was sold an Activation Locked open box MacBook Pro

Hello, rnesser,

 

Welcome to the Best Buy Forums!

 

I appreciate you taking the time to reach out to us regarding your computer purchase, and for your patience while waiting on a response. We've been busier than usual, and are working hard to get back to everyone. I was able to find the purchase details with the information you provided during your forums signup. I can see that you were able to get this issue resolved. If this is not the case, don't hesitate to send me a private message with the full details. Thanks again for reaching out!

 

Kind regards,

Deysha|Social Media Specialist | Best Buy® Corporate
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New Member
Posts: 2
Registered: ‎10-15-2015

Re: Need help from regional manager; I was sold an Activation Locked open box MacBook Pro

For what it's worth, for anyone else who runs into this same issue. I was only able to resolve this locally with the GM in store, so if you travel to a remote store like I did, plan to go back because it's still virtually impossible to get a person on the phone.

 

Having said all that, the GM bent over backwards to help me (after arguing my case with CS for a while).

Posts: 3,077
Topics: 37
Kudos: 97
Solutions: 156
Registered: ‎10-19-2017

Re: Need help from regional manager; I was sold an Activation Locked open box MacBook Pro

Thank you so much for the update, rnesser! We strive for a smooth and happy purchase experience, every time, and I was saddened to learn this was not your experience. I am super happy to learn that the GM at your store was able to get this taken care of for you. Thanks again for taking the time to share this with us.

 

Sincerely,

Deysha|Social Media Specialist | Best Buy® Corporate
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