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Posts: 1
Registered: ‎01-02-2021

iPhone 12 pro max came without a sim and useless

Purchased online a new iPhone 12 pro max (fully paid off)with new sprint activation. Phone arrived without a SIM card. Called in and I was told I can get any sim from a sprint/T-Mobile store. Went to T-mobile store , they no longer open sprint account and they tried a T mobile SIM card ,WON’T work on this phone because it’s locked to sprint. Went to a Best Buy store,sales manager asked to go back and call 1888 number because it’s an online order. I called and was kicking between mobile team and primary service team( for lost items). Spent hours on the phone, hours on the road went to multiple locations, still no one can solve the problem. I’m stuck with a phone that I can’t use. Locked to sprint but they can’t offer an sprint account and sim that I can use.
Posts: 1,020
Topics: 75
Kudos: 195
Solutions: 50
Registered: ‎10-19-2017

Re: iPhone 12 pro max came without a sim and useless

Hello, Spr6pk,


Welcome to our Best Buy forum community! Although I wish your reason for contacting us was a happier one, I'm glad you took the time to register to our forum to share this concern with us. 


Getting a new phone should be a time of excitement, and we are honored that you decided to make this important purchase with us. However, it makes me sad to learn that a SIM card wasn't included so you're not able to enjoy it as planned. I know if that happened to me, I would head to my local store as well to learn what options I had to get that turned around. To my knowledge, our stores wouldn't have SIM cards to provide, but I can understand how being directed to call in was less than ideal. We appreciate you sharing this feedback so that we can work to do better going forward!


I would love to assist you with this here, but our Mobile Team would actually have the most tools to help with this situation. You can reach that team directly by calling (877) 702-2211, where they are available 6 a.m. to midnight CT. I know your recent experience trying to call in for support didn't get you the results you were looking for, but if you call the Mobile Team number I provided, you should have the smooth experience we were hoping to provide the first time around!





Elle|Social Media Specialist | Best Buy® Corporate
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