I previously purchased a Samsing Galaxy Note * on ******** with a * year protection pla...

GetHuman3368560's Geek Squad Support issue with Best Buy from August 2019

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The issue in GetHuman3368560's own words
I previously purchased a Samsing Galaxy Note * on ******** with a * year protection plan that will expire ********. At the time, I was an AT&T customer, but shortly after purchasing the phone, I ported everything over to T-Mobile with no issues. Over a month ago, my phone screen was damaged and I submitted a claim for a replacement device. Best Buy sent me another Samsung Galaxy Note * (AT&T). The device is locked and cannot be unlocked. I have spent several hours over multiple trips the last several weeks to my local Best Buy with no resolution. A second replacement device was ordered that was supposed to be an unlocked device, but when it arrived, it was also a locked AT&T device. Today, the cell phone experts at my local Best Buy told me they cannot help me and directed me to go to T-Mobile for help unlocking the device. T-Mobile said they cannot unlock the device since it is an AT&T device. So I went to AT&T, but AT&T claims they cannot unlock the device because I do not have an account with them.**I am deploying in a few weeks and desperately need to get this issue resolved. I either need Best Buy to help unlock the AT&T replacement device they sent me or I need an unlocked replacement device that I can use with T-Mobile. **Your assistance would be greatly appreciated in this frustrating matter. My service request number is *******.

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Best Buy

Geek Squad Support issue
Reported by GetHuman3368560
Aug 4th, 2019 - 3 years ago
Not resolved
Seen by 12 customers so far
Similar issue to 13217 others
0 customers following this

Timeline

GetHuman3368560 started working on this issue
Aug 4th, 2019 11:45pm