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New Member
Posts: 7
Registered: ‎03-13-2019

PREORDER Galaxy S10 online but runaround on trade in

I preorders Galaxy S10. When I picked up the phone at the store, they said I was suppose to get a return label and send my phone back by my mail for credit. What?! Then I went back later in the day when my friend was picking up his phone and ask again about getting my $550 towards trade in. The guy told me since I paid the tax online, it was too late and I would not receive the $550 in S9+ trade in. I was furious since I went through the whole process online and it even took me to Verizon's website so I could pay off my Galaxy S9. Now why would I do that if I wasn't trading it in? It even let's you enter your phone to see what your trade in value is. I chose to pick up in store and not have it delivered so I could physically trade in my phone for credit towards new phone. When I picked up phone, I didn't activate it because I wanted to make sure I was going to get my $550 and at this point got zero correct information on that process from Best Buy. Why couldn't they reverse the sale and ring it up again and do the trade in while I was there? That may have jeopardized the free earbuds promotion so I didn't push it. I then went over to another sales person who was working on my friend's phone and she said, don't worry, I can't activate the phone and take your S9+. She did just that and gave me a $550 giftcard with is useless to me. The whole reason I upgraded was to put the money on the phone. I submitted my earbud form and will do a return and then hopefully when they ring up a different phone, I can cash the gift card in. This was shady as hell and Best Buy needs to make this very clear to it's customers. The attorney general's office may need to look into these practices.
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Posts: 18,136
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Registered: ‎09-29-2008

Re: PREORDER Galaxy S10 online but runaround on trade in

Hello, Crockjock,

 

Welcome to our community. The Samsung Galaxy S10 is certainly an exciting device and its release has been supported by a bevy of equally thrilling offers. I was unhappy to hear, though, that your purchase and trade-in did not go as you expected, and with extra ambiguity to boot. This is certainly not the desired outcome for you or for us as we would prefer you be happy.

 

On reviewing the terms of the trade-in offer, the $550 value for your S9+ was to be issued as a Best Buy gift card. You can find the full details in the terms and conditions of the offer.

 

I hope this helps. Please know I am grateful you took the time to write to us and to share your feedback on this experience.

 

John|Social Media Specialist | Best Buy® Corporate
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New Member
Posts: 7
Registered: ‎03-13-2019

Re: PREORDER Galaxy S10 online but runaround on trade in

Read my comment. You are missing the point. Why would I go with best buy if I couldn't apply to my new phone cost when I could have just gone with Samsung or Verizon directly and get great customer service without misleading people online. I'm not the only one who was tricked into giving my old phone up for a useless gift card. NOT A SOLUTION to a customer complaint.