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Registered: ‎04-20-2020
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Samsung Pre-Order Disaster - Ongoing Issues with Trade-In Not being Credited

[ Edited ]

Good Afternoon,

 

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

Houston, TX 77055
 
We've had so many issues on this phone typing the entire history out isn't worth it. We have two different case #s with online support (as the store has been so difficult to deal with)
 
Initla Case: {removed per forum guidelines}
Second Case: {removed per forum guidelines}
 
While some of our issues have been resolved, albiet after countless hours at the store and on phone calls (probably 6+ trips to the store before the quaratine hit), we stll haven't resolved the issue where the store took her trade-in phone, a Samsung S9+, then never applied the credit to our Verizon account.
 
Basically, we have a receipt for the trade-in from the first mistakes when we went to pick her phone up, and was told we didn't need another receipt when we came back to get the second order (after they screwed up her first phone). We cleared the phone and turned it in, and was told the $300 credit was applied.
 
Fast forward, my phone's properly credited, but her phone was not. So in other words they took her phone and didn't give us credit.
 
We've called multiple times since then, talked with Verizon, talked with the assistant store manager Greg, and have gotten no progress in resolving the issue. Greg gave me his email address after our last chat 2 weeks ago and said reach out to him if we didn't hear from someone by 4/4, but after no phone calls and multiple emails to Greg, we've heard nohting back.
 
I've called the store now multiple times, yet the phone just rings and no one picks up. Today I called twice and let it ring, upwards of 20+ minutes each call with no answer. 
 
At this stage, it feels like our phone was stollen. We have a receipt, we have all this history for the disaster with her phone, they took her phone, but didn't not give us the credit on her phone's cost , or just returned the phone so we could try going through Verizon instead.
 
I don't know what to do. It took over a month of effort just to get the pre-order cost resolved (where they messed up our pre-order which lost us $200 in promo credits)...to now have to deal with this yet again trying to get the value of a physical phone we turned over to them is just insane. 
 
I'm really hoping I can get the contact info for the District Manager, as I'm already stuck on the store side. I don't know how else to escalate this save reporting the phone stolen by the store, which I really don't want to do. But I'm running out of options, with no one answering the phone at the store, no ability to go into the store, no customer service line that can help me, and no credit or returned phone. 
 
I've been Elite / Elite Plus for years with Best Buy, and a loyal customer. Dealing with this particular store has been a disaster. I'm hopeful that maybe posting here will yield some results, as I'm really at my breaking point over all the time I've spent trying to resolve the many issues with this pre-order fiasco. 
 
Thanks, and hope to hear from someone.
 
- Brad
 
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Re: Samsung Pre-Order Disaster - Ongoing Issues with Trade-In Not being Credited

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. 

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Re: Samsung Pre-Order Disaster - Ongoing Issues with Trade-In Not being Credited

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). 

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Re: Samsung Pre-Order Disaster - Ongoing Issues with Trade-In Not being Credited

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.

John|Social Media Specialist | Best Buy® Corporate
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Re: Samsung Pre-Order Disaster - Ongoing Issues with Trade-In Not being Credited

Hi John,

 

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.

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Re: Samsung Pre-Order Disaster - Ongoing Issues with Trade-In Not being Credited

Hello, Brad,

 

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:

 

Full name

Email address

Phone number

 

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.

AndrewB|Social Media Specialist | Best Buy® Corporate
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Re: Samsung Pre-Order Disaster - Ongoing Issues with Trade-In Not being Credited

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!

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Re: Samsung Pre-Order Disaster - Ongoing Issues with Trade-In Not being Credited

Good Evening,

 

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...

 

Cheers!

 

- Brad

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Re: Samsung Pre-Order Disaster - Ongoing Issues with Trade-In Not being Credited

Hello, Brad, 

 

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. 

 

Sincerely, 

Tasha|Social Media Specialist | Best Buy® Corporate
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Re: Samsung Pre-Order Disaster - Ongoing Issues with Trade-In Not being Credited

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.