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Posts: 1
Registered: ‎04-10-2019

galaxy s9 missing piece and can't inicialize

i've just bought the galaxy s9 unlocked open box and there are two huge problems:
- first, there is missing the usb connector
- then I get stucked in initial configuration in the google account configuration... it says that "this device was reset. to continue, sign in with a google account that was previously synced on this device". Of course I don't have this information.

I need urgent support
Posts: 7,184
Topics: 116
Kudos: 397
Solutions: 395
Registered: ‎12-23-2016

Re: galaxy s9 missing piece and can't inicialize

Hello, eduardoborges,

Welcome to the Best Buy Community forums. I’m sorry to hear that you are having issues with your new phone, both the software issue and the missing part.

 It sounds like the previous Google account used on the phone wasn’t properly removed. That means that you’ll need to swap that phone out, as I don’t believe that there’s a way around that lock.

Please send me a private message, through the link in my signature, with your name, email address, phone number, and the order number or customer service PIN from the bottom of your receipt. I can then look into the best way to get this processed. 


Kyle R|Senior Social Media Specialist | Best Buy® Corporate
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