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Get rid of worthless 24/7 Elite Plus "Customer Service" line or improve it/replace with new perk

Status: Acknowledged
by on ‎07-26-2017 07:50 PM

The 24/7 Elite customer service line is not helping anyone and only frustrating customers  The line is limited to My Best Buy program questions only, which include the following as stated; 


*  Points Balance

*  Reward History (Last 5+ transactions)

*  Certificate Status

*  Attach Missing Points

*  Points needed to next certificate

*  Spend needed to reach next tier level


Who has urgent questions about points balances, certificate status or spending amounts at 3:00am in the morning?  All of these issues can be resolved during the day.  The forums and moderators are already an excellent option to resolve anything related to these issues.  


If keeping the 24/7 hotline and spending resources to maintain it then make it worthwhile so customers really appreciate it.   Time sensitive items such as; Price Matching (we do shop at 3am in the morning!), questions on products or shipping/order status inquiries should be accessible.   


If not able to provide help for these issues then get rid of the whole thing and replace it with a new perk that is actually usable to customers.  


I'm not sure maybe I'm wrong.  I would like to see if there are any figures showing how many customers have been helped by the 24/7 hotline.  I'm assuming it is very costly to keep up such a service.  I would hate hotline reps losing their position but move them to something else or give them access to resolve issues that really matter and/or are time sensitive.

Status: Acknowledged
by Senior Social Media Specialist Senior Social Media Specialist
on ‎07-27-2017 01:45 PM
Status changed to: Tell Us More

I truly hear where you are coming from on this, and I am curious if other Elite Plus members would like to see the services this team expanded? Make sure to vote for an idea if you like it.

by Valued Contributor
on ‎07-27-2017 09:57 PM

I, for one, think this would be a super valuable benefit that many of our customers would enjoy.  Though I'm not an Elite Plus member myself, I know many who are, and I'm sure that having a support line dedicated to help these groups with more than just their membership would be welcomed with open arms.

by Valued Contributor
on ‎07-29-2017 01:54 PM
I can only think of 2 things I would use the elite plus line for
1. To talk to a person in the United states that I can easily understand
2. A phone directory that can connect you directly to the store you want to talk to instead of the call center
on ‎04-12-2018 04:56 AM

I completely agree with a 24/7 customer service line. As a matter of fact I just expressed this in response to another idea before I saw this one. This would be an incredibly valuable tool for anyone like me who have most of their free time during off hours. Lately I have only had about 2 hours from around 5am CST to conveniently talk with customer service. In the last month my BB credit card was rejected on, by and citi bank. It took a lot of phone calls and several courteaus and patient but un-able representatives from both best buy and citi bank to figure out that something was wrong but exactly what was wrong was unknown. During that time I had several missed calls from representatives at hours that I was sleeping because of my tight schedule. This issue has since been resolved but I think it would have been solved much quicker if we had 24/7 customer service.

by Senior Social Media Specialist Senior Social Media Specialist
on ‎05-22-2020 08:48 AM
Status changed to: Acknowledged
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