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New Member
Posts: 6
Registered: ‎09-06-2021

Best Buy is Falsely Claiming There is a Passcode Lock on Macbook Air that was UPS Returned

First off I've read numerous reports that customers are having problems returning Best Buy products to the Sheperdsville, Kentucky Best Buy return center. From my experience, something is not going right at that facility. It is either poor staffing, incompetence, or theft.

 

 

Anyway after sending back a Macbook Air and Ethernet Adapter via UPS, I only got credit for the Ethernet adapter.

When looking at the UPS tracking number, the weight of the box was 6.49 pounds when it left the local facility and one pound when it arrived in Kentucky. Somewhere along the line it lost the 5.5 pounds that the 2021 M1 Macbook Air weighs, I was thinking theft, someone had to have stole it somewhere along the line.

I called Best Buy, they said someone would investigate and email me, no email response, tried again and the customer service rep said the same thing, no email reponse arrived,  called the Best Buy credit card, put the charge in dispute, now I get an email which has this:

I apologize but your return was declined since your Apple MacBook Air laptop has passcode lock. You may return the item back to us once the passcode lock is removed. Please also return the send back letter so that your return will be valid. Due to our current backlog, it may take us a few weeks to send the order back to you.



You may also refer to the link below to know more information regarding our Return and Exchange Policy.





Except there was no passcode locked ever placed on the device, there was no firmware password ever entered into this computer, there was no Icloud account ever connected to the Macbook Air, there was no Find my Mac feature enabled, I've never used any of these features in my life. To the extent that there actually is a passcode lock on this Air and this is not some game whereupon they never send the device and claim I never sent it back the second time, did someone at Best Buy tamper or try to steal this device, tampered with it and to avoid getting caught, put it back into the box?

Because I was under the impression that if you delete your information in the way in which Apple recommends before returning a device, they can reinstall the MacOS very easily. I definitely did not set any lock passcodes, unless this brand new device was not so brand new and the previous owner set one, I don't know, I appreciate some help on this matter because I will refuse the UPS delivery if Best Buy tries to send this computer back to me, I returned this product in the proper manner and followed the Best Buy return policy exactly as it is written in that above link.

 

This has never happened to me before when I have returned a Best Buy product by mail using UPS, rest assured I will never buy an Apple product at Best Buy again, I will use the Apple store, and for other items, I will use Amazon.

 

And a kind note to the higher ups at Best Buy, I suggest you investigate the Sheperdsville, Kentucky Best Buy return center facility, whatever is happening there, if it continues you will lose business, and that is a shame because for many years, I have purchased many products at Best Buy and I've never had any issues when I've had to return a product.

Best Buy Employee
Posts: 2,401
Registered: ‎01-09-2015

Re: Best Buy is Falsely Claiming There is a Passcode Lock on Macbook Air that was UPS Returned

Was the Macbook Air a new M1 model?  The steps to completely remove the data / user account have changed with these models.  Even if not registered into the Find My service, these devices are completely unusable until the previous data is completely removed.  Word of advice:  Don't refuse a unit marked locked that is sent back to you.  The return policy requires a device to be placed into a resellable condition (i.e. not locked, not dirty, not broken) and yours is not in that condition.  Even if the dispute is escalated, this is all that needs to be said for anyone siding with Best Buy.  Accept it, open the box and find out what's going on with the machine.  Make sure you've used "Erase Volume Group" on the new M1.  Log into your Find My account online and make sure it doesn't somehow show in your device list.  I understand you said it's not, I"m just providing things to check.  Firmware passwords are rare, most people don't know how to set it up.  The M1 doesn't even do it, just the older intel machines.  It's not on by default.

 

The Shepherdsville location processes *ALL* online returns, and eventually a large portion of store returns go through the facility as well.  While it may seem to come up often, from the posts here as well as the ones that go through the other support channels (1-888-BestBuy), this makes up such a small fraction of the millions of packages they process.  

I am a Best Buy Employee, but the views that I post are my own and not that of Best Buy.
***Know that I am not able to issue official responses and that my posts are only here to help before an official response is offered by a Best Buy Social Media Specialist***
New Member
Posts: 6
Registered: ‎09-06-2021

Re: Best Buy is Falsely Claiming There is a Passcode Lock on Macbook Air that was UPS Returned

It was the M1 model and I appreciate you running through the possibilities but I don't use Icloud at all and had no reason to enter it into the Macbook Air.

 

Erase Volume Group was done and finished. Here is the thing, there is no reason why Best Buy can't restore the OS, I don't have a passcode lock, so if I accept the device it will be a device that I don't have a code for, and if I can't unlock what I did not lock, where does that leave me?

 

I sent a private message to a moderator with my order number to help me, perhaps you or someone else can but rest assured, I erased the volume group, I followed the M1 instructions to the letter.

 

And I would like to know why the shipping weight was 6.49 pounds when it left my hands and one pound when it arrived in Kentucky.

Posts: 278
Topics: 12
Kudos: 29
Solutions: 11
Registered: ‎02-08-2019

Re: Best Buy is Falsely Claiming There is a Passcode Lock on Macbook Air that was UPS Returned

Greetings, Buddha999.
 

We appreciate you utilizing our Community Forums to connect with us. When a customer wants to conduct a return or exchange, our expectation is that it should be seamless. So, it saddens us to hear about what you’ve experienced thus far. We’d like to delve into this further to determine how we can help. Would you share your full name, phone and email with us by way of a private message, please? Simply select the blue button to the right of my signature below.

We look forward to communicating with you soon!

Wesley|Social Media Specialist | Best Buy® Corporate
Give Kudos if you like this post or Accept as Solution if it answers your query!
New Member
Posts: 6
Registered: ‎09-06-2021

Re: Best Buy is Falsely Claiming There is a Passcode Lock on Macbook Air that was UPS Returned

There is no private message option to the right of your signature.

New Member
Posts: 6
Registered: ‎09-06-2021

Re: Best Buy is Falsely Claiming There is a Passcode Lock on Macbook Air that was UPS Returned

In fact, I don't see a signature, perhaps you can send me a private message, thank you. And for whatever it is worth, I sent a private message to another moderator a week ago, no response.

 

Again, 6.49 pounds shipping weight when the returned products left the local UPS facility, 1 pound when it arrived in your Kentucky return center.

 

Best Buy originally claimed they did not receive the Macbook Air, after numerous calls/emails/complaints, now suddenly you have it but there is a passcode preventing them from installing the MacOS.

 

Except I never used a passcode, never connected it to Icloud, never enabled Find My Mac, I erased the volume as Apple advises to do on their website.

 

Either someone stole it at the return center, locked it and placed it back in the box, or there is a failure over there, a failure in that the staff does not know how to reinstall an OS when a person properly deletes their data.

 

Either way, I returned it, I have the UPS return order to prove it, the tracking number proves the discrepancy in shipping weight, I have disputed the credit card charge, now will you mark this item as returned and issue the credit.

New Member
Posts: 6
Registered: ‎09-06-2021

Re: Best Buy is Falsely Claiming There is a Passcode Lock on Macbook Air that was UPS Returned

I sent you a private message, I would appreciate it though if a Best Buy employee could help right now. UPS just delivered the computer back to me, of course they just placed it on the driveway, no signature required, poor job by UPS.

 

Anyway there was no Apple ID locked on the computer, the Best Buy employees at the Kentucky return center, could have done what I just did, erase it one more time, I installed the OS, now I am up to the screen where it wants me to set a new Admin username and a new password.

 

Obviously I can't do that, otherwise Best Buy will give me the same problem, so do I put the computer to sleep, leave it on that screen, or do I erase it one more time and this time don't install the OS at all?

Best Buy Employee
Posts: 2,401
Registered: ‎01-09-2015

Re: Best Buy is Falsely Claiming There is a Passcode Lock on Macbook Air that was UPS Returned

If you're sitting at the activation screen, you can just power it down by holding the power button.  This will allow anyone else to go through the activation process once the item is received, giving them the ability to verify that the unit is not locked.

 

As for the UPS signature situation, for a little over a year beginning at the height of the pandemic this has been the case with all of the carriers.  I personally don't like it either, I have taken to using the companies' apps to redirect and/or hold at location options to avoid this whole issue.  Just got an email today that FedEx is reinstating the signature enforcement, hopefully UPS and the others will follow suit.  

I am a Best Buy Employee, but the views that I post are my own and not that of Best Buy.
***Know that I am not able to issue official responses and that my posts are only here to help before an official response is offered by a Best Buy Social Media Specialist***
New Member
Posts: 6
Registered: ‎09-06-2021

Re: Best Buy is Falsely Claiming There is a Passcode Lock on Macbook Air that was UPS Returned


@jdogg836 wrote:

If you're sitting at the activation screen, you can just power it down by holding the power button.  This will allow anyone else to go through the activation process once the item is received, giving them the ability to verify that the unit is not locked.

 

As for the UPS signature situation, for a little over a year beginning at the height of the pandemic this has been the case with all of the carriers.  I personally don't like it either, I have taken to using the companies' apps to redirect and/or hold at location options to avoid this whole issue.  Just got an email today that FedEx is reinstating the signature enforcement, hopefully UPS and the others will follow suit.  


Thanks for responding, just to clarify, I am at the screen that can't be skipped over, it is the one that asks to create an Admin username and password, so if I power down right here, when they power up, they can take over the computer, correct?

Yeah vis a vis UPS, it is strange because they made me sign for the Macbook Air when it was first sent to me, this time though, no dice, and if God forbid someone stole it, you can bet Best Buy and UPS would fight you and make it tough to get a refund.