01-12-2023 11:26 PM
On 12/4/22 I purchased an iPhone 14 from Best Buy Online with in-store pickup. I selected the iPhone trade-in promotion which gave me full device credit for my iPhone 12 Mini that was used as a trade-in for my iPhone 14.
I went to the Best Buy store to pick up iPhone 14 and was told I would be emailed instructions on how to return my iPhone 12 Mini. However, the instructions that were sent via email do not work on the T-Mobile app or desktop site. I called T-Mobile and they advised they are able to see the device trade-in on my T-Mobile account but they are unable to generate a device trade-in label. T-Mobile support then directed me to visit a local T-Mobile store. The T-Mobile store was also able to confirm they could see the device trade-in, that I had ordered a new phone, and line of service. However, they too could not print a device return label or accept my trade-in as the new line of service was established at Best Buy. T-Mobile then directed me to visit the Best Buy store where I completed the purchase to get a return label and/or return the phone.
I went to the Best Buy store as instructed and they were not able to assist me with a return label or accept the trade-in. The Best Buy Store directed me to call 888-BEST-BUY but the customer service group advised they could not assist and directed me to send an email to BBYRetailSupport@hylamobile.com. However, no one at this email address has responded to my multiple emails.
I need to get this issue resolved so that I can return my iPhone 12 Mini trade-in as my T-Mobile account is reflecting a monthly device charge.
01-13-2023 07:08 PM
Welcome to our Best Buy Community Forums.
I'm saddened to see that you are having difficulty with your trade in. I like to offer any support that I can. To get started, send a private message with your full name, phone number, email address and order number.
|Tina|Senior Social Media Specialist | Best Buy® Corporate|
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