xXCrazyCostaXX
Member
Not sure if that's true but they will definitely be the first place I visit tomorrow
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My new iPhone from Best Buy was stolen from Sprint?
- Thread starter xXCrazyCostaXX
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gate stormer
Member
Pretty messed up situation.
Sounds like a setup for an episode of Curb Your Enthusiasm.
Sounds like a setup for an episode of Curb Your Enthusiasm.
Even if it's not you need to push it as that cause that's the worst possible scenario for them. You have a right to be pissed as hell too. Not only do you not have a working phone they wasted all your time passing the buck and not helping you today. I would be pissed too.
Skel1ingt0n
I can't *believe* these lazy developers keep making file sizes so damn large. Btw, how does technology work?
The odds ANYONE at that store - BB - will know what to do is slim to none. They make $8/hr and 90% don't give a shit about the products they sell. They'll actively try to avoid talking to you because you have a difficult situation and are likely (rightfully) agitated.
IMMEDIATELY request a manager. Politely. But firmly. Say this is an escalated issue and thus it needs escalated visibility.
Start by asking the manager "I have a pretty serious issue resulting from a purchase I made here. I understand you're the manager. Can you help me make this right?"
Then explain the situation in detail. Begin by making sure he/she knows the explanation is going to take 5 minutes or so. End with, "and so that's where I'm left - with a phone that does not work, but that I purchased from your store. I need the assistance you can provide to make this right."
From that point on, do not leave the store. If they say you need to go to Sprint, CALL Sprint. Have the manager there go back and forth on your behalf.
This is going to take a whole day. And it's bullshit. But if you leave or go back and forth, you will just get tossed back and forth between associates that don't give a shit, and are just trying to get you out the door so they can ignore you next time.
Good luck! You have a right to be pissed.
IMMEDIATELY request a manager. Politely. But firmly. Say this is an escalated issue and thus it needs escalated visibility.
Start by asking the manager "I have a pretty serious issue resulting from a purchase I made here. I understand you're the manager. Can you help me make this right?"
Then explain the situation in detail. Begin by making sure he/she knows the explanation is going to take 5 minutes or so. End with, "and so that's where I'm left - with a phone that does not work, but that I purchased from your store. I need the assistance you can provide to make this right."
From that point on, do not leave the store. If they say you need to go to Sprint, CALL Sprint. Have the manager there go back and forth on your behalf.
This is going to take a whole day. And it's bullshit. But if you leave or go back and forth, you will just get tossed back and forth between associates that don't give a shit, and are just trying to get you out the door so they can ignore you next time.
Good luck! You have a right to be pissed.
blame space
Banned
sprint doesn't even unlock phones people pay for to use on other networks. it's a pain getting a phone unlocked from them, i can't imagine how much of a pain convincing them a phone isn't stolen will be.
ShockingAlberto
Member
The people telling you to go in angry are going to get you a whole lot of nothing.
Explain the problem, take it up the ladder if and when people tell you they're not sure what to do, request the assistance of their Sprint contact. Do that and you will get things moving.
If you go in agitated like people here are suggesting, demanding that low-level employees immediately fix your honestly rather complicated problem, things will (in the best case scenario) go slower than if you had just been calm but firm the entire time.
Explain the problem, take it up the ladder if and when people tell you they're not sure what to do, request the assistance of their Sprint contact. Do that and you will get things moving.
If you go in agitated like people here are suggesting, demanding that low-level employees immediately fix your honestly rather complicated problem, things will (in the best case scenario) go slower than if you had just been calm but firm the entire time.
Sounds like someone cloned a imei and now your stuck with the problem. If you have a receipt it should show that you purchased the iphone and its information. Give apple a call if you don't have a local Apple store. Be cool and calm even though this is tough you will get it resolved.
xXCrazyCostaXX
Member
I can't call. No land line and I live alone. If all else fails I'll drive to an Apple Store
Edit: also that name considering my situation lol
I guess I didn't really mean angry just very stern and no nonsense. Sort of how Skel1ingt0n described. He needs his issue escalated to a manager immediately and for that manager to take it seriously or he'll waste a lot of time. My friend's wife is like an expert at this and we always send her to return or exchange anything we have an issue with. In a case like this she would come back with a new phone and a months free service that's how good she is.
Zeyphersan
Banned
Apple has less than nothing to do with IMEI blockings or stolen phones. It would be a waste of a trip, they can't do anything
Oblivionmancer
Member
100% agree with this. This idea that coming at people in fairly low wage retail jobs (this includes store level management until you get up to the ASM/GM level) with anger and demands is going to get them invested in helping you is absurd. It will get you absolutely nowhere.
The only scenario in which I could see this being an issue generated on Best Buy's end is if an associate accepted a no-receipt return on an unopened (and stolen) iphone 7, which is not only almost impossible to happen at the store level (because it is so obviously shady and outside of policy, and only maybe even possible to do in the register) but also incredibly unlikely on the thief's side because even in that scenario the thief would have just flipped a brand new stolen iphone for a store credit to best buy.
This is pretty clearly sprint's fuck up in my opinion, but I'm really not sure how you'd go about getting them to fix it. Your best buy receipt will include the phone's imei, which would validate that it was sold to you brand new onto a next agreement, which should be enough proof. Whether they will actually take care of the issue at that point is the bigger problem.
I'd have to agree that having best buy reach out to their direct sprint representative is probably the best step to take. To reiterate though, if you want that to happen, you definitely won't accomplish it by spitting anger at best buy employees. Get them to pull up the receipt and the next agreement if you don't have them handy already, have them put that in front of the Sprint rep, and take it from there.
Getting a manager involved is fine, but you probably want the mobile supervisor or the connections manager, as the ASM or GM are frankly unlikely to be conversant enough in the particulars of mobile phone activations to even really understand what the problem is.
xXCrazyCostaXX
Member
Update #1
I have to sit here till their at&t specialist gets here. Only 1 person working Best Buy mobile right now and they don't know how to help. If the person that comes in at 11 can't help I have to come back at 330
I have to sit here till their at&t specialist gets here. Only 1 person working Best Buy mobile right now and they don't know how to help. If the person that comes in at 11 can't help I have to come back at 330
Eye for an Eye
Member
I'd personally take a trip to the Apple store in the mean time if you have to wait until the afternoon. If they can't do anything, then plant your ass at the Best Buy store and get them to make calls between Sprint and AT&T. As a last resort they could exchange the phone, but it'll take persistance to get it accomplished.
Be calm. Be patient. Be polite. Be firm. Kill them with kidness and they're more likely to work with you.
Be calm. Be patient. Be polite. Be firm. Kill them with kidness and they're more likely to work with you.
xXCrazyCostaXX
Member
The at&t rep is making calls between them for me right now. Been here for a hour and a half so far
spawnsniper
Member
Any updates CrazyCosta? Seems like a hell of a day is about to unfold.
Mammoth Jones
Member
Ugh. That sucks dude. I'll never buy a phone from Best Buy. If they keep screwing you over definitely make noise over twitter.
xXCrazyCostaXX
Member
So I spent 3 hours at Best Buy while they played phone tag with at&t and sprint. So far it's looking like it could be either one of there faults but Best Buy faxed my reciept for the purchase of the phone to sprint. Sprint said it could take up to 24hrs before the blacklist ends unless there are any problems on there side. Best Buy is swearing up and down that they got the phone straight from Apple and that there is no way it could have been swapped into their store because their computer system would kick it back
spawnsniper
Member
Damn.. So best case scenario, u get ur phone working properly in 24hrs?
It cant be a glitch. I have a hard time believing that. Somewhere, someone fucked up.
andthebeatgoeson
Junior Member
Keep waiting. They don't give you a new phone, ask for the manager. Ask for the district manager. Somebody in that store should be able to help you. Tell them Amazon wouldn't give you this much grief. Tell them Amazon wouldn't sell you a stolen phone. And if you have a Twitter account, post that shit.
xXCrazyCostaXX
Member
Yep. Can't even get my sim put in another phone for the time being because then I would have no clue when the phone is working again. I might go to the sprint in this parking lot of an account I'm at right now and make them call up there for an update. This is making my job hell today but luckily most of my accounts have free wifi so I can still message people with iphones
Skel1ingt0n
I can't *believe* these lazy developers keep making file sizes so damn large. Btw, how does technology work?
Agreed.
Once this gets sorted out, definitely take your case to Twitter and the BBB. Your time is worth something; at least get yourself a gift card out of the deal.
TheCochese
Banned
The nice part about AT&T and T-Mobile is you can pop that sim in and out anytime. Grab a GoPhone for $10 and use it until this gets sorted out. Pop the sim back in the iPhone every couple of hours to check if you want.
xXCrazyCostaXX
Member
Don't you need a specific little key to get it out?
A small paper clip will do it
Keep us updated, I want to know what happened. I know its a bad situation but Im confident that Bestbuy didnt sell you a stolen phone. It has to be something weird were someone reported a lost/stolen phone and your phone's serial number was used accidently or otherwise. Maybe https://www.google.com/amp/s/9to5ma...n-lock-status-page-removed/amp/?client=safari
Into the Light
Banned
This is crazy.
TheCochese
Banned
As said, paper clip or push pin will do the trick. It actually looks like $20 is the cheapest GoPhone right now, but it's good to have something handy in case yours needs serviced, or whatever.
Captain Zyrain
Member
Are the Sprint and AT&T iPhones the same now? I thought they had different radios inside still.. you'd think Sprint would realize that if it was the case?
xXCrazyCostaXX
Member
Spent the last hour at a sprint store near my last account. They couldn't get a hold of their own customer service and kept getting dropped calls so they are sending me to their corporate store....back in front of the Best Buy I bought the phone at. Kill me lol
Thebeardofknowledge
Banned
Into the Light
Banned
This sounds like a god damn nightmare.
It's just possible that somehow the IMEI attached to your device got blacklisted by a rep from Sprint. Maybe someone said their phone got stolen and gave the wrong IMEI on accident, it happens. I've had to do device swaps and what not over the phone and since IMEIs are so long I've had it happen where the device swapped incorrectly because of a typo. It's a mess.
I'm not sure if this is true if you buy direct from T-Mo/AT&T but I know for certain that if you go into any Best Buy there are no GSM specific iPhones, only combination GSM/CDMA.
mugoldeneagle03
Member
As someone whos worked for Best Buy for way longer than I'd like to admit:
A) There's zero chance they sold you a used/stolen phone unless it's a very shady hardware swap by a employee.
B) Talk to the store GM, they can do exception returns whenever they want to if it's a understandable issue, which this should be. Ask for the GM. Not a manager. Nicely explain the situation and say you want the same phone and that's all.
C) Idk how Sprint could deactivate a ATT phone...I know IPhones are all universal now and you select the carrier but the only way Sprint is at fault is if they entered the wrong IMEI number when processing this.
I mean in order for it to be on Best Buy a employee would have had to of brought the stolen phone into work, opened a new one, swapped models, then knowingly sold that exact phone at the exact time you came in to buy that exact model. Possible but extremely unlikely.
Does the IMEI on your phone match your box? I'd start there.
A) There's zero chance they sold you a used/stolen phone unless it's a very shady hardware swap by a employee.
B) Talk to the store GM, they can do exception returns whenever they want to if it's a understandable issue, which this should be. Ask for the GM. Not a manager. Nicely explain the situation and say you want the same phone and that's all.
C) Idk how Sprint could deactivate a ATT phone...I know IPhones are all universal now and you select the carrier but the only way Sprint is at fault is if they entered the wrong IMEI number when processing this.
I mean in order for it to be on Best Buy a employee would have had to of brought the stolen phone into work, opened a new one, swapped models, then knowingly sold that exact phone at the exact time you came in to buy that exact model. Possible but extremely unlikely.
Does the IMEI on your phone match your box? I'd start there.
Vanillalite
Ask me about the GAF Notebook
You might be fucked, but I'd almost say call the police and tell them an employee sold you stolen goods at Best Buy. Shit might get fixed real quick if the cops become involved.
mugoldeneagle03
Member
...No.
Police don't have the time or resources look into a $600 possible theft at Best Buy. If you tried this, you'd get laughed at and be told to lawyer up. Best Buy also isn't going to sit and run tape at their own expense when they could literally do a return/exchange in 5 minutes for the same model and lose zero money in the process.
This mindset of demanding shit is probably the reason half of yall hate retail stores when you don't get your way. Be polite, stores will be polite back. Weird that it's that easy huh?
Everything is documented and on paper through Best Buy Mobile. If IMEIs line up, it's not on Best Buy at all. Which is probably why the faxed a copy of the receipt to Sprint - to prove Serial #s lined up. Cmon now...
Yeah I would not like this at all if a customer did this to me. You act like store employees don't want to help you. We fucking do, shit is complicated. Stop acting like a child.
All I think when customers go like 'oh at the other store blabla' is: Why the hell are you here then?
mugoldeneagle03
Member
If only they knew how much shit gets talked/laughed at about these people over the walkies while they're going off like a lunatic huh? More embarrassing for them than employees trust me.
My answer to "fine I'll go buy from _____" was always to wish them luck and give them directions to that store. Loved seeing them storm off with nothing to say back.
Okay on topic though, how you looking OP? Give us an update!
AlfonzoPalutena
Member
Cut the cord with Sprint and Best Buy, call your credit card company and request a chargeback. They'll fight for you, and they'll win because this is bullshit.
Then switch to T-Mobile, AT&T, or Verizon
Then switch to T-Mobile, AT&T, or Verizon
GoldenEye 007
Member
I'm not understanding why the store is putting up such an issue. If you have the receipt with the information, and it matches what you have, that should be it.
It means they somehow sold a stolen product. If they continue being dumb, I'd kick it to corporate via social media like Twitter or something. Then start to involve the credit card company. That 15 days thing is bullshit given the situation here.
It means they somehow sold a stolen product. If they continue being dumb, I'd kick it to corporate via social media like Twitter or something. Then start to involve the credit card company. That 15 days thing is bullshit given the situation here.
I wish it really worked like this and people working the stores would be like you but sometimes polite just doesn't work. I'm not saying go apeshit mad or threatening, you can still be civil and be just more stern and not take any bs. He's been polite and as a result he's wasted half of yesterday and almost all today getting the run around by everyone. And it still might be 24 more hours and who knows if it'll even work after that. That's completely ridiculous considering the evidence he has. He needs to somehow get it elevated to a GM so he can just get it exchanged and not waste any more time.
andthebeatgoeson
Junior Member
Because it's a $800 piece of tech? Meanwhile he's out half a day's time, multiple events of travel because three multi million dollar enterprises want to play 'not it.' Multiple stories of customer service can't help him. Phone calls being dropped.
Yeah, we know they are cogs in the wheel but nice guys finish last when they complain to customer service. And no one is accountable. I wish he could charge cancel thru his credit card but he's just hosed. Only thing I've learned about customer service is 'be annoying'. Whether that's time and/or your frustration, the only way i get due service is to keep you on the phone, ask to be transferred a million times until you guys give up and get tired or something.
I think at this time, OP needs to get a little frustrated. He sounds too nice. Waiting 3 hours and not getting resolution is crazy. You must think he has unlimited car miles and gas. Or time.
Part of me was being facetious but part of me has the experience. If it's worth it, then you'll have to give up a few hours of your life and OP is past that.
I'm not advocating anything extreme but I'm not going to get upset over your feelings if OP loses his shit because a real life problem is conflicting with his efforts to get his phone back.
And all this with the backdrop of Amazon pretty much bending over backwards to rectify problems. I bet a large number of Amazon fans overlook their shitty human resource record because of their customer service.
Why don't you read the op first before giving this advice.
I wouldn't stress OP. You have the receipts and the proof. It's on them to figure it out and I can guarantee you that it will get figured out one way or another. Don't leave that Best Buy until they fix your issue
jk, I guess that was yesterday. Seems like you are close to getting it settled at least. Make sure after everything that the IMEI is clean with Apple as well and nothing will prevent you from any kind of warranty service, etc
jk, I guess that was yesterday. Seems like you are close to getting it settled at least. Make sure after everything that the IMEI is clean with Apple as well and nothing will prevent you from any kind of warranty service, etc
mugoldeneagle03
Member
Dude, and to dudes who posted below me, I get that OP should be upset but try putting yourself in Best Buys (or any retailers) shoes..
You have a customer claiming he possibly bought a stolen phone. Not only do I promise they are trying to prove that's false (because who wants to be accused of that?) but that makes them look terrible as a Company, let alone having to deal with an internal issue.
I get that as a consumer everyone wants a quick resolution but I don't blame the store for asking him to wait so they can figure it out. If they do the R/E Like I said what does Best Buy do after that?
That's why I want to get an update from OP, if he's back at Sprint HQ there's a good chance they fucked up. In which case I'd be demanding (politely) for them to help make the situation better.
Honestly it's a very odd situation to be in for all partners.
I get you man... I think people get a little emotional because they've been on one side or the other and see the mistakes made and are frustrated.
I think the big issue arises when there's a complex issue like the OP and the parties involved don't realize that it needs a special level of care to resolve the situation. This is where like you said you need to be "politely demanding" because a lot of us tech savvy people have been in this situation where they waste so much time on stuff that doesn't solve the problem.
xXCrazyCostaXX
Member
Long update but here it goes.
I worked today while spending 3 hours at Best Buy, went to two sprint stores, then ended back up at Best Buy. They could not get sprint to release the blacklist so after a lot of arguing they finally decided to set me up with another phone. I have a 256gb jet black 7+. The only thing they had in store and within 100 miles was a rose gold 256gb 7+. I finally said screw it give me the phone I'll just have my case on it anyways. We swap the phones and still no service. We call at&t and they have suspended my account because of the "stolen" device. I explain the situation all over again and they get the sim running on the new phone and say that they have a sprint rep on the other line and he has taken my phone off of the blacklist and I can use the old phone. We switch the sim back and it works!!
On the way home I call some people to let them know it's fixed. When I'm about 30min away from the house it goes out again....blacklisted.....again. Tomorrow I raise hell. This is making it very hard to do my damn job and I don't have time for this garbage
I worked today while spending 3 hours at Best Buy, went to two sprint stores, then ended back up at Best Buy. They could not get sprint to release the blacklist so after a lot of arguing they finally decided to set me up with another phone. I have a 256gb jet black 7+. The only thing they had in store and within 100 miles was a rose gold 256gb 7+. I finally said screw it give me the phone I'll just have my case on it anyways. We swap the phones and still no service. We call at&t and they have suspended my account because of the "stolen" device. I explain the situation all over again and they get the sim running on the new phone and say that they have a sprint rep on the other line and he has taken my phone off of the blacklist and I can use the old phone. We switch the sim back and it works!!
On the way home I call some people to let them know it's fixed. When I'm about 30min away from the house it goes out again....blacklisted.....again. Tomorrow I raise hell. This is making it very hard to do my damn job and I don't have time for this garbage
Oh for fuck's sake.
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