04-20-2020 03:25 PM - last edited on 04-20-2020 03:34 PM by Bill-BBY
I'm not at the end of my rope on trying to resolve issues with my wife's phone pre-order through the local Best Buy store in Houston:
Best Buy Bunker Hill Rd
9670 Old Katy Rd
Solved! Go to Solution.
04-20-2020 06:03 PM
Oops, sorry Bill, didn't realize posting the tickt numbers were against guidleines. My fault =( Can send to anyone else so they can read the extensive notes/history on this ongoing saga, as they are quite long and would be easiest way for someone to catch-up and maybe figure out how to help.
04-23-2020 04:14 PM
Know things are busy, so just pinging this thread again. I am really not sure what to do at this point. Is it possible there is something nefarious going on at the store and this phone was actually just stolen and the credit not given?
I can't get any response from anyone and it's been months now, with the phone being taken, a receipt given, and no credit applied to the account. I've tried every avenue I can think about: through the store more times than I can count, through Verizon, through the BB phone line, and now here.
I'm at my wit's end on what to do, especially as this is a non-trivial amount of money ($300).
04-30-2020 12:13 PM
Welcome to our community, Brad.
Like you, I don't think the matter of $300 is a small one and I would have had the not unreasonable expectation of a fairly swift resolution. I know you understand that the current times are not the norm, but what you've described still certainly seems beyond a fair expectation of resolution. I regret you've had to invest so much in trying to find a solution and not had those efforts rewarded.
It's been some time since your last update--I apologize for this late reply--but has this matter been resolved for you yet?
I look forward to hearing from you.
04-30-2020 03:04 PM
Unfortunately there has been no progress. I've emailed the assistant manager now 4 times with no response, and every attempt to reach the store has been endless holds. Since stores are still pick-up only, I have no option to go in and confront someone there. I've also had upwards of 6 store visits at this time for the previous issues with this pre-order, so the amount of drive-time and in-person visits are really starting to stack up...
This saga has literally been going on for months now and I honestly don't know how else to progress. I hate to settle, but I'd even be okay with just getting her old phone back and attempting to do the trade-in directly with Verizon, though I doubt I'd get the full $300 at this stage since the trade-in specials are most likely gone now.
Hopefullly there is some way to get this resolved and end the long S20 Ultra pre-order saga. It's very sad, as up till now I've been a very loyal Best Buy customer (have the Credit Card, have been buying almost exclusively my electronics for a number of years), but this has single-handidly been the worst experience I've ever endured with any company. I'm trying to just chalk it up to a bad store/store management, but it's hard to not feel fatigued when the corporate level has no effective open resolution/escalation path when a store goes rogue.
Hopefully you'll be able to either resolve this for me directly or point me to the appropriate escalation path. I've invested counltess hours (as you probably saw from the original ticket #s and history) trying to get all of these various problems resolved, so really hope this is the last issue and we can finally put this thing behind us once it's done.
04-30-2020 04:07 PM
Thank you for following up. I'd like to take a closer look at this to see what options we may have to assist you moving forward. I will need a few more details so I can review your case history. Can you please send me a private message that includes your:
You can send me a private message by clicking the blue button at the bottom of this post. I'll keep an eye out for your response.
05-08-2020 04:29 PM
Just wanted to express my gratitude to Andrew in helping get this resolved. It finally feels like we're at the end of the tunnel here, and he's been very responsive and helpful, a stark contrast to my previous experiences trying to get these various problems figured out.
Thanks so much Andrew!
06-27-2020 10:31 PM
I've sent a PM to Andrew but haven't heard back, so re-freshing this post here too. The solution Andrew and I discussed never happened (was supposed to recveive something by mail in 10-15 days, it's been nearly 2 months). Not sure how best to get the status of the solution checked on.
I reached out to Andrew via PM, but if there's someone else that could be helping get this finally closed out, that would be great...
06-28-2020 03:00 PM
Thank you for following up regarding the resolution Andrew offered. He's currently unavailable, so the private message you sent him has been forwarded my way for further review. Please keep an eye on your inbox there.
07-21-2020 04:13 PM
I'm happy to report this issue is finally resolved all the way. Much thanks to Tasha and Allison for helping with the final problems here. Glad the saga has come to a close.