BestBuy.com

[HenryDD]

Hi,

I am a new Bestbuy customer. I only purchased two Cricket wireless SIM cards in Bestbuy. 

However, the experience is extremely bad. I placed the order on 07/30/2021 and was trying to activate one card to get a new phone number. First, I tried activating it myself but failed. I was told that "the SIM card cannot be activated". Then, I asked three agents in Cricket wireless for help. All of them told me that they got error information " the SIM card was not sold". Later on, I chat online with three different Bestbuy agents. The agent in the mobile department of Bestbuy tried to activate the cards for me, but he got the same error!!! He told me that I could not return it because it was out of return or exchange date. He suggested calling Bestbuy. I did so. Then, the phone call agent suggested contacting the mobile department. Am I a ball for you guys to kick???

I am really and truly disappointed at the product quality and customer service of Bestbuy!

[hockeycanuckjc Community Veteran]

Just to clarify, did you purchase this online or in store?

Per the policy here https://www.bestbuy.com/site/help-topics/return-exchange-policy/pcmcat260800050014.c?id=pcmcat260800...

You have 14 days to inspect your merchandise and verify it works free from defects. Unfortunately the return policy does not take into account that a customer will open or use their products after the return period.

If there is a store nearby, you can try and go into one to exchange but its up to the management or supervisor to help.

A mod may be able to chime in too.

[HenryDD]

Thanks! I purchase it online. I know the policy but just cannot understand it. Similar to gift cards, I don't think people will immediately use a SIM card after the purchase. It is quite clear that both cards I purchased cannot be activated according to the BestBuy staff in the mobile department. It is a simple product quality issue. I don't understand why Bestbuy is not responsible for the quality issue of their own products.

[AndrewB-BBY Social Media Specialist]

Good afternoon, HenryDD,

Thank you for taking the time to visit us here on on our community forums. As someone who uses a cell phone every day, I can understand wanting to get this sorted out as quickly as possible. I appreciate you letting us know about your experience so far and would be happy to help you explore what options may be available moving forward.

Based on your posts, it sounds like you've been able to get in touch with our Best Buy Mobile team, is that correct? If they have been unable to activate these SIM cards, I would recommend returning or exchanging them.

We offer a 14-day Return & Exchange Promise for cell phones and devices that can be activated. Can you please clarify when you reached out to us regarding these SIM cards? Have you visited your local store to see what options they may have to assist you?

I look forward to hearing back from you so I can continue to review this for you.

[HenryDD]

Hi Andrew,
Thanks for following up on my complaint. I reached out to Bestbuy staff on 08/20/2021.
As I mentioned, I have already wasted more than a morning on it. Both staff in online chat and phone call told me that it could not be returned.

[HenryDD]

Just had a quick look at the forum. There are at least two customers encountering the exact same issue. I don't think the issue is rare. Should Bestbuy assign a specialist to handle this problem?

[AndrewB-BBY Social Media Specialist · Accepted solution]

I see, HenryDD,

I appreciate you providing some more details on this purchase. Because of how much time has passed since making this purchase, our options to assist you are very limited.

With that said, I'd like to review your order to make sure I explore every possible option. I will need a bit more information in order to do so. 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 on the blue button at the bottom of this post. I'll keep an eye out for your response.