01-07-2019 07:55 AM
About a week ago I purchased an open-box Sony Xperia XA2 Ultra Phone. It was in great condition (Best Buy rated it Excellent). Of course, there's no explanation why the item was an open box, but it looked like it was a return. I thought the phone was great except for one problem - it randomly restarts every 30-90 minutes. I thought it could be SIM card related, but after trying multiple sims (and without one), nothing changed. I thought maybe it was a bad OS install, so I used Sony's software to factory restore it. The restarts continued. Then I thought maybe there was a bad app, so I systematically disabled app after app and it would still happen. Enough is Enough. Doing a quick search on the web shows I'm not the only one with this same problem using the XA2/XA2 Ultra phones.
I want to return the phone but Best Buy says there's a $35 restocking fee if the phone is open. However, I shouldn't be charged one if the phone is defective. How do I return a phone that randomly restarts and not have a restocking fee? I would exchange the phone for another if I could, but my store doesn't have any more Open Box "Excellent" phones in stock.
01-10-2019 02:56 PM
Welcome back to the forum, darkprime,
Purchasing a new phone is one of the most exciting things I can think of, and we appreciate you choosing to do so at Best Buy! Buying an open box model is a great way to save money while picking out relatively new tech, and we do our best to label previously owned items to ensure we’re setting accurate expectations for our customers. I understand why you’d want to exchange this phone if it repeatedly shuts off in the middle of its use, and I’ll be happy to answer your question.
As you may know, our Return & Exchange Promise provides you with 14 days to return activated devices to a Best Buy store if a purchase isn’t working out for you. When a cell phone or activate device is returned within that time period, a restocking fee will be assessed at the point of return. However, if the device is unopened or found to be defective (and we're able to replicate the issue at the Customer Service desk), you should not be charged a restocking fee. I’d recommend partnering with a store manager when you return this phone so you can discuss your concerns in more detail at that time.
If you have any other questions I can answer in the interim, I’m happy to do so.
Thank you for writing to us.
01-10-2019 03:12 PM
I returned the phone and was told I would not be charged a restocking fee. The return receipt didn't show it, so I guess I'm good. While at the register, the phone did shut down on its own.
Fortunately, there was another open box phone I was able to buy (same model, but lower price because it was missing documentation). That phone has been working flawlessly.
01-10-2019 03:19 PM
I'm glad to hear things went as they should and you weren't charged a restocking fee—wahoo!
I hope you enjoy your new phone, but if you have any other questions or concerns down the road you’d like to discuss, feel free to reach out anytime. We’re happy to help however we can.