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New Member
Posts: 4
Registered: ‎10-10-2018

after-sale problem

Hello, good afternoon, I apologize for the grammar, because I'm using a universal translator, I'm from Brazil. In 2015 I bought a new BEATS SOLO 2 and today I contacted Apple to perform a repair, I passed the serial number and they said they could not find the phone by the serial number, they also said that the phone may have been false, I would like to know the procedure of you. thank you.
Posts: 2,382
Topics: 73
Kudos: 150
Solutions: 80
Registered: ‎09-29-2008

Re: after-sale problem

Hi, GabrielTakada-

 

Welcome to Best Buy online community. 

 

Having a cell phone that is not working can be frustrating, and things can be more unsettling to learn that the serial number is not passing. It is common for a manufacturer to not locate a serial number if the number has not been registered. I will be happy to see if we are able to provide a receipt for you. In order to do so, please log in to the forum and select the 'Private Message' from my signature to send me your name, email address, and phone number. 

 

 

Thank you,

 

Karina|Social Media Specialist | Best Buy® Corporate
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New Member
Posts: 4
Registered: ‎10-10-2018

Re: after-sale problem

Actually, it's a headset from the BEATS brand, the receipt I have, but apple says do not accept, they need the serial number to repair my headset
Posts: 2,382
Topics: 73
Kudos: 150
Solutions: 80
Registered: ‎09-29-2008

Re: after-sale problem

Thank you for the clarification. The only document that we are able to provide is a copy of your purchase. Best Buy does not capture the serial number at the time of purchase. 

 

Is there anything else that Apple will be able to accept? 

Karina|Social Media Specialist | Best Buy® Corporate
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New Member
Posts: 4
Registered: ‎10-10-2018

Re: after-sale problem

that's fine, but if apple does not accept the receipt, can you bestbuy my headset problem? The phone cushion is peeling and you need to change that cushion. thank you
Posts: 2,382
Topics: 73
Kudos: 150
Solutions: 80
Registered: ‎09-29-2008

Re: after-sale problem

Hello, GabrielTakada-

 

I am sorry to know that the cushion from the headphones cushion is peeling. Best Buy does have a policy set in place to replace or exchange your headphones within the first 15 days of being purchased. Outside of this time-frame, we can look to see if the product has a Geek Squad Protection (GSP). If so, we ask that you work with your local Best Buy store for service. If you are within your manufacturer’s warranty period and you do not have a GSP, then we ask that you set up an appointment with an Apple directly.

 

Did you purchase a GSP on your Beats headphones?

Karina|Social Media Specialist | Best Buy® Corporate
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New Member
Posts: 4
Registered: ‎10-10-2018

Re: after-sale problem

No, I did not. I bought this phone in 2015, it is no longer under warranty.
Posts: 2,382
Topics: 73
Kudos: 150
Solutions: 80
Registered: ‎09-29-2008

Re: after-sale problem

GabrielTakada-

 

I appreciate your reply confirming that you didn’t purchase a GSP. I am sorry, Best Buy will not be able to provide you with a receipt that has the serial number of the Beats headphones. The only copy of the purchase we can possibly locate will be the copy of the purchase that you already have. Also, our team does our best to search for copies of the transactions, however, we do have a limit of only being able to search for the last two years. A purchase made in 2005 would be a challenge for us.  

Karina|Social Media Specialist | Best Buy® Corporate
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