Best Buy Store Purchase

[MLB7]

My wife and I bought a s21 and a s21 ultra. The s21 setup just fine. The s21 ultra will not activate. Ive spent 3 hours in the store waiting around in 2 different trips. First time they said they had to cancel the phone and order another one.

I wait 5 days to get another s21 ultra. Go back in and have the same problem. Best Buy representative said everything looked fine in the system and didnt know why. Both times Verizon has said they don't know either. Really seems like there is a problem with best buys system. There has to be someone that can figure out what the problem is. I still have the second phone so I can try to activate it. How do I get a hold of a knowledgeable employee that can work this out.

We bought as a buy one get one and are stuck since the s21 my wife has was activated the first time we were there. I can't go somewhere else to get the ultra and need this problem fixed. Any help would be appreciated.

[AndrewB-BBY Social Media Specialist]

Good afternoon, MLB7,

Thank you for taking the time to reach out to us here on our community forums. Getting a new phone should be an exciting event so I can imagine wanting to get this phone up and running as quickly as possible. I would be glad to help you look further into this to see what options I may have to help.

Since you've already been able to get in touch with your local store I'd like to review your purchase. I will need to gather a few more details in order to do so. Can you please send me a private message that includes your:

Full name

Email address

Phone number

You can send me a private message by clicking on the blue button at the bottom of this post. I'll keep an eye out for your message.

[MLB7]

Thanks for not getting back with me when I sent the pm.

[AndrewB-BBY Social Media Specialist]

Hi there, MLB7,

I appreciate you following up with me. I sent you a private message about five hours ago though it doesn't appear to have been read. Since you been unable to locate that previous message I would be glad to send it again.

As a reminder you can check your inbox by clicking on the orange envelope in the top right corner of your screen after logging into your forum account.

Regards,

[MLB7]

I assumed you would contact me with one of the contact methods you asked me to provide in the pm.

I've already spent another 2 hours in the store and once again another phone was not able to be activated. Have to wait until next Friday for another phone to come in. Best Buy is a complete joke and should not be able to sell smart phones.

[jdogg836]

The Moderators here follow up via the method you made contact, i.e. Facebook if you reach out through Facebook, this forum if you reach out via this forum, etc.  The reason they ask for other details is to verify your identity for your account safety, not to follow up.  

I'm not sure what's going on with your account specifically, but I know most stores do hundreds of phones monthly and it's not a common issue at all.  I've also purchased smart phones annually from Best Buy since 2008 without issue.  Hopefully they can get to the bottom of it.