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Posts: 1
Registered: ‎12-19-2019

Serial Numbers Not Matching, Denied Return



I purchased a Surface Laptop 3 from a store in Virginia on 12/02/19. Three days ago, I went to a store in Georgia (my hometown) to return it. Upon scanning my receipt and looking at my laptop, the customer service representative told me that they could not process the return because the serial numbers on the laptop and the receipt do not match. 

The laptop I brought to exchange was the exact one I had bought on 12/02. I was told to go back to the store I purchased the device from and MAYBE they will process my return after explaining the situation to them.

I cannot just go all the way to Virginia just to TRY return a laptop that might not even be accepted. That is absurd.

After being on the phone with Best Buy, Best Buy Corporate, and Microsoft for many hours, I have resolved nothing. The only piece of information that I obtained was that the serial number on my receipt is not a valid serial number for any Surface device. I discovered this by looking up the manufacturer's warranty on the serial number on the receipt -- Microsoft's website says the serial number is invalid. Meanwhile, the serial number on the back of my laptop is valid.

So, I would not like to be stuck with a laptop that costed over $1000 that I am unsatisfied with. I should not be taking the fall for Best Buy's mistake. 

Posts: 4,532
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Registered: ‎11-29-2016

Re: Serial Numbers Not Matching, Denied Return

Good afternoon, jjeon,


Welcome to our forums.  As it sounds like you’re aware, if we’ve collected a serial number for a purchase, we’ll need the serial number on the product to match the serial number on the receipt, in order to accept the item for a return.  It sounds like there may be an issue with the serial number on your receipt, and while I can’t guarantee a different outcome than what it sounds like you’ve been provided, I’ll be happy to look into this further, and offer any additional assistance I can.


For me to review your purchase, I’ll need a few pieces of additional information from you.  If you could send me a private message with the following information:


  • Your first and last name
  • Your phone number
  • Your email address
  • The “Customer Service PIN” from the bottom of your receipt


This should be enough information for me to begin my research.  To send me this information privately, be sure to use the blue “Private Message” button in my signature.


Looking forward to hearing from you,

SeanM|Social Media Specialist | Best Buy® Corporate
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