08-24-2019 08:18 AM
I preordered the Note 10+ and when I went to pick it up I was told that preactivation had failed and I needed to be treated as a "walk in". My preorder was cancelled but the installment agreement was not cancelled, causing me to lose my ability to put the phone on my line as a "walk in". I have spent over 4 hours on hold with a mobile team that I'm convinced just doesn't answer their lines. Best buy has removed my ability to add a phone to my mobile plan and they can't seem to get it fixed. I've called my carrier (AT&T) and been told nothing can be done on their end it's up to the retailer to reverse the upgrade eligibility. I will NEVER pre-order anything else from Best Buy. No one can seem to help me
08-26-2019 12:14 PM
Welcome to our Best Buy Support Forum! The new Note10+ looks like an amazing phone, so I can appreciate your interest in getting it. I wish you were reaching out to us under better circumstances with your pre-order, but I'll be happy to help how I can with this.
When you placed your pre-order for the Note10+, was this done online or in one of our stores? If you'd like to send me your name, phone number, email address, and the details on the purchase via private message, I can certainly provide the best options we have to get this resolved for you, if you have yet to do so.