Other Customer Service Support

[urgentneedhelp]

I purchase a Samsung Note 20 5G Ultra at your Jersey City branch.  The phone was later stolen. I have Asurion Insurance and they replaced my cellphone after filing my claim and paying the deductible.  When I received the replacement cellphone, I changed my mind and decided to just return it to Best Buy in which I printedf the Best Biuy return label and sent it via UPS on September 2, 2020.  The information on the website states that September 2, 2020 is the last day to return the item.  I saw a return reciept at Best Buy's website that the cellphone was received on September 8, 2020.  After a few days, I saw my Verizon Wireless bill and I'm being charged the full price of the cellphone. I was surprised because I assumed since Best Buy received the item, I thought there would be no problem with crediting my account.  When I called Verizon Wireless, the customer service agengt said they did not receive the cellphone.  That's when I realized the big mistake I committed. I went back to your Jersey City branch and talked with the manager, Moustafa.  He said there's nothing he can do. I need to contact Corporate Office.  Now if you could PLEASE just return the cellphone to me if I can't get any credit.  I don't mind using it instead.  I can't afford to pay the full price.  I can only pay in monthly payment plan.  I have excellent credit with Verizon Wireless.  I've been a loyal customer of VZW for 15 years.  I wish to solve this not later than October 16, 2020 the due date of my VZW bill.  I don't want to ruin my excellent paying history with your company.  If it's difficult to send the same cellphone. I suggest if possible credit the amount to my account and I will buy a another cellphone as replacement.  Please let me know soonest.  I'm desperate.  Thank you.  I would highly appreciate your immediate reply.   

Jesus {removed per forum guidelines}

[SeanM-BBY Retired: Social Media Specialist]

Good afternoon, Jesus,

Welcome to our forums, and thank you for connecting with us for assistance.  I can certainly understand not wanting to damage your standing with your carrier, Verizon, after your phone is returned, and I’ll be happy to help point you in the direction of the assistance you’re looking for.

Outlined in our Return & Exchange Promise are steps you’ll want to follow if you decide to return your phone to us, and I’ll include the relevant verbiage below:

Connected and Wi-Fi devices

Please make sure that all data has been removed and the device is no longer linked to any cloud account or to any other device so that we may accept the return of this product. If you decide to return a phone or device with a carrier contract, you are responsible for canceling your service contract with the carrier, and for all carrier charges.

There are two ways to return your phone or device and cancel your service:

• Return your device to a Best Buy store. Be sure to tell the store associate that you want to cancel your service. Carrier service cancellation policies may vary.
• Call Best Buy Mobile at 1-877-702-2211 (6 a.m. to midnight, CT) for instructions on how to return the device by mail.  

If you’re still in need of assistance regarding this return, you’ll want to contact Best Buy Mobile at 1-877-702-2277 for assistance in getting your service contact on this phone cancelled. 

Hope this helps,

[urgentneedhelp]

Hi Sean, I sent you a private message. Please read it soonest possible. Thank you.

[SeanM-BBY Retired: Social Media Specialist]

Good morning, Jesus,

Thank you for your message.  I’ll be replying to your message momentarily, which you’ll be able to read by logging into your Support Forum account, and clicking on the orange envelope in the upper right-hand corner of your screen.

Speak to you shortly,

[urgentneedhelp]

Hi, I still not solved this nightmare problem.  I wish you can still help me with this request.  I returned the said cellphone dropped-off thru UPS Store on September 02,2020.  I printed the return label from your Best Buy website, which stated the last day to return was September 02, 2020.  I need the UPS tracking number please.  Please request your IT department for the tracking number if you don't have it handy.  It's very important to have this so that I can get a refund.Verizon Wireless is charging me the full price which I can't afford. If I can have it back and have it acticvated and pay in installments. I have the Order # {removed per forum guidelines} dated  08/21/2020.  I highly appreciate your kindest assistance.  Thank you very much.  God bless.

[drumn_bass]

@urgentneedhelp 

There are two main issues I see here. One is on the customer, another on Best Buy. 

1. If the phone was replaced by insurance, it cannot be returned to the point of sale. It's the same make/model, but it's not the same unit. Plus Asurion usually replaced devices with refurbs. It's very possible Verizon had assumed fraud (you can see how it may look like an attempt to get a "free" phone, right? (or for the price of the deductible I guess)), so they billed the entire amount. It's the entire amount being billed that makes me suspicious. If they simply haven't received a phone, they would have just billed you the monthly installment. They know Best Buy got a return, but not the same device they sold and Verizon financed. 

2. I don't understand the point in the return policy that Best Buy rep is pointing out. How can a customer cancel a contract with their carrier when it's up to Best Buy to confirm and notify the carrier that the item was returned? Clearly Best Buy and Verizon did talk about it, and so Verizon knows the phone returned wasn't the phone purchased, so they billed the whole amount for the first device, maybe missing the fact there was an insurance claim on it.

To me, it looks like you should be continuing to ask Best Buy to return the phone back to you, as it should not have been returned to them in the first place (what a sentence). And for Verizon, it's not likely they will restore the monthly payments, but I don't know what their policy is. If you still can't get anywhere with both of them, start filing some BBB claims. 

[urgentneedhelp]

It’s ok now thanks to Verizon Wireless. Problem solved. Thank you for your concern.

[hockeycanuckjc Community Veteran · Accepted solution]

Happy to hear you got a resolution. Remember to mark your issue as solved if you do not need help no more  

[urgentneedhelp · Accepted solution]

This was solved by Verizon Wireless not Best Buy.