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New Member
Posts: 2
Registered: ‎12-01-2019

Pixel 4 XL Verizon Payment Plan Check Out Bug

To Whom It May concern,


This afternoon I visited a local Best Buy to get assistance with difficulties in completing an online transaction to purchase a Google Pixel 4 XL (Model:GA01221-US  SKU:6382480) through a Verizon payment plan for $24.99/mo. for 24 months. They were most helpful in trying to assist my purchase, but when trying to complete the order online while still at the store, the "Shipping to" option (I selected 77060, greater Houston, TX Metro area), it says its "unavailable in this area". Also, it gave a message in a yellow box at the top of the screen that states: "Verizon Wireless - Keep Exisiting Plan is no longer available for shipping. Sorry about that! You still might be able to get it if you check nearby stores for availability." The store employee informed me that the phones were out of stock just about everywhere. I understood and am willing to wait until Best Buy has them in stock again and can ship them out (or I can pick up at my closest store location).


The store associates exhausted all their options and went to a manager to see what they could do. They informed me that other customers over the past few days have had the same issues and they could not do anything to help except say to check back/try again in a few days to see if the bug is fixed.


Do note that if I select an unlocked phone, they are out of stock, but allows me to "Order now and it will be ready for pickup Tue, Dec 31" or "Order today and we'll ship it as soon as we can.". I am aware that this is a different SKU, I just mention this because it allows me to order the product, even if it's back ordered.


In review, I'm willing to wait for the phone until they are in stock, but the website is preventing me from completeing the purchase. I have screen shots of all the situations above if needed.


Any help you can provide would be greatly appreciated.


New Member
Posts: 1
Registered: ‎12-04-2019

Re: Pixel 4 XL Verizon Payment Plan Check Out Bug

Were you able to get this resolved? Curious.
New Member
Posts: 2
Registered: ‎12-01-2019

Re: Pixel 4 XL Verizon Payment Plan Check Out Bug

LandrewsArbor, I was not able to get this resolved. I haven't been contacted by any Best Buy representative at this point. I'm preparing a formal complaint to the Better Business Bureau. I'll also send a copy of my Better Business Bureau complaint to various executives at Best Buy.

I'd think it would be in the best interest of the Best Buy Support staff to resolve the issue before letting it escalate to this point. I'll let you know of any progress.
Posts: 7,191
Topics: 116
Kudos: 204
Solutions: 394
Registered: ‎12-23-2016

Re: Pixel 4 XL Verizon Payment Plan Check Out Bug

Hi, 9Drums,


Welcome to the Best Buy Community forums, and thanks for reaching out. A new phone is an exciting purchase, and I'm sure you are eager to get that purchase completed.


The reason unlocked phones can be ordered on backorder, but activated phones can't is due to the tie-in to your cell account. We need to have the item available for shipping in order to sell an activated phone.


I appreciate your feedback on this. Once it is available for shipping in your area, it should reflect on the product page, as the folks at your local Best Buy told you.




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