Manufacturer Warranties and Protection Plans

[cfravel]

1. Please allow us to review our *store* orders via my online account order history

2. Please allow us to see and manage our "subscriptions" online (e.g. Antivirus).

Background:

i received an email that WebRoot AV was being renewed on a computer I bought in the store some time ago.

I never used the WebRoot AV, uninstalled it and installed Microsoft Security Essentials upon getting it home.

Certainly never intended for WebRoot to be autorenewed as a subscription, and would have declined it if it had been brought to my attention.

I tried calling into customer service to cancel and if possible get a refund.

I was literally on the phone for 2h and 12 minutes, nearly all of it on hold in a series of two wait queues.

I was finally told that they were having system problems, to try another time, best to call in the wee hours of the morning for short queues.

I am a consultant that earns about 100/h in billing.

To sit on the phone for 2h and 12 minutes to be told that i cannot do this online and to try another time, for a $40 refund, is as you can imagine impractical.

Comes down to a matter of principle I guess.

During that hold time i was digging around in the Best Buy site and found that I cannot do either of the following things, which really need to be made available online.

Making these available online would save BestBuy a lot of money in customer support, and save your customers time and aggravation.

It would make me more likely, rather than less likely, to buy from BestBuy in the future.

[Sean-BBY Community Connector]

Hi cfravel,

Thanks for reaching out to us on the forums regarding the experience you had trying to cancel your anti-virus software.  I know that I would be frustrated as well if I had to sit on a phone for over two hours to get something resolved.

Unfortunately, the only means to cancel the subscription software is currently by calling into 1-888-BESTBUY (237-8289) and asking to speak to the subscription software department.  I know that being on the phone can be inconvenient and I appreciate the feedback regarding the issues you have had with calling.  I will also be sending you a private message with more information.  To check you private messages, you must be logged into the forum and click the envelope icon in the top right.

Regards,