Have M3 MacBook Pro but want to upgrade. Serial on receipt doesn't match item that was sent so return to Best Buy is proving impossible - any help?

[saturnotaku]

I realize this is kind of a Hail Mary, but I'm hoping someone here might know a way to help.

I pre-ordered an M3 MBP 14 as I am a Best Buy TotalTech member so was able to take advantage of the $100 off pre-order discount, plus the perk of AppleCare+ at no extra charge. I received the laptop as promised, but after using it for a bit, I want to upgrade to a more powerful model. The problem is the serial number that was recorded on the receipt does not match that of the unit I received. The one on the laptop shows in Apple's system as being covered by AppleCare so that's fine, but the one on the receipt comes up as invalid. This makes me wonder if someone in the warehouse scanned an incorrect barcode before shipping. This unfortunately puts me in a position of being unable to return the laptop in any way. I absolutely understand the need for the serial number check to prevent scamming, but BB's systems apparently have no mechanism to provide employees with an override in a situation like this where there appears to have been some kind of mix up. The folks at a local store were genuinely trying to be helpful, but there was nothing they could do. The people on the phone have been beyond useless, which is really disappointing considering I was under the impression that being a TotalTech member entitled me to a higher level of support. The option of a chargeback from PayPal does exist, but that would only be the absolute last resort option. I'm hoping someone here may have some other insights, perhaps a different phone number that could get me through to a US-based support system.

 

[jav6454]

This is quite the unique experience, but I fail to see BestBuy allowing you to return an item with a different serial number.

You could try the regular channels and ask for a supervisor during the call and perhaps they can escalate further up until you likely reach some kind of management.

Likely it'll be outside of the US support.

 

[ps866mker]

Good luck. Sounds like a scam.

 

[DeltaMac]

Is the serial number on the box the same as on the actual unit, or is it the same as the serial number on your receipt?

I think there are too many things wrong with this whole scenario...
I'm curious how Apple approved the AppleCare+, when the serial number on the receipt was different from the actual laptop. (there is another MBPro with the same serial number)
I suspect that if the receipt was scanned, but on a different box, that same BestBuy store may have sold both units, and another customer has a similar situation. (Apple can't have 2 MBpros with the same AppleCare contract, right?)
Also, curious if an active inventory system (at BestBuy) SHOULD have caught a wrong serial number? (which would/should prevent selling the same serial-numbered item twice.
I wonder what BestBuy would do when the OTHER MBPro was scanned (again) for a purchase. I hope the inventory system would prevent selling a unit with a serial number already recorded as sold. How would THAT work?

 

[dotzero123]

That's a mess! So sorry this happened to you. Sometimes putting it on blast on social media gets attention. Try looking Best Buy up on the site formerly known as Twitter to see if you can get some assistance. Also, you can write a review on Google.

 

[Apple_Robert]

Unless BestBuy has a disclaimer that they are not responsible for mistakes like this, they should be held accountable. The problem you will have is proving the Mac in question is what BestBuy sent you. Unless you have a way or proving that, BestBuy will balk at you.

 

[dotzero123]

Sorry for the double post but would also definitely address the problem by email with any evidence attached showing you tried to resolve the problem.

 

[Apple_Tiger]

Just an fyi that best buy puts “S” in front of the serial number for Macs.

 

[macphoto861]

FWIW, there was a post on Reddit a day or two ago where someone claimed they ordered a MBP from Best Buy, and was sent a substantially higher spec'd machine (IIRC, they ordered a 14" M3 Pro and received a 16" M3 Max). If true, combined with your experience, seems like they need to improve their shipping department's accuracy.

 

[Lucas Curious]

I have total tech and I have benefited form it but if you have a real problem, good luck. They will have you call different departments and you'll be talking to all sorts of people from India and even though they reassure you the problem will be solved, it doesnt get solved. I just ordered another M3 Max and hoping I get what I ordered.

 

[Apple_Robert]

When it comes to high dollar Macs, buy from Apple where you get the customer service. Buying from BestBuy and others to save a little isn't worth this kind of trouble.

 

[alfonsog]

Start the chargeback process that will get their attention.

 

[Allen_Wentz]

Sure sounds like it should be resolvable. You have a real MBP in your hands and you have rcpts that show you bought a real MBP, and you simply want to upgrade. Anomalies in the serial numbering should be treated as anomalies to resolve by the vendors. Clearly you are not running some scam. <sigh>

 

[macphoto861]

Sure sounds like it should be resolvable. You have a real MBP in your hands and you have rcpts that show you bought a real MBP, and you simply want to upgrade. Anomalies in the serial numbering should be treated as anomalies to resolve by the vendors. Clearly you are not running some scam. <sigh>

Their reasons for the serial number tracking are legitimate, but you're right, it shouldn't be brick wall.

I'm assuming their goal is to eliminate the chances of someone:

1) Buying a product and then returning it with a lower-spec model in the box instead of they one they actually bought, but they should be able to easily confirm that this is not the case here.

or

2) Trying to get an out-of-warranty computer (purchased over a year ago) replaced by buying an identical new one and swapping it for the old one on the return. But this model has only been out for a month or so, so clearly that's not a possibility.

 

[mdhaus72]

As mentioned above, I would start the chargeback process. Then I would call Best Buy back and tell them what you've done and that you're 100% willing to stop the process and ensure they get paid...but they need to honor the fact that they made a mistake.

 

[Allen_Wentz]

When it comes to high dollar Macs, buy from Apple where you get the customer service. Buying from BestBuy and others to save a little isn't worth this kind of trouble.

Exactly this. And if such an unlikely thing happened at Apple, Apple would be all over trying to determine why there was a discrepancy between serial number and box in hand. Was there a legitimate error somewhere, or is there yet another scam happening based out of some tower in NYC?