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Posts: 1
Registered: ‎02-03-2021
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2 year protection plan

I purchased a computer on 2/28/2020, the mouse that came with my sons computer broke and I'm trying to get it replaced.

Monday 2/1/21 I called and was told I had 1hr & 20 minute wait, so I went online and entered in a chat.

I was told that my new mouse was ordered and would be mailed to me.


2 days go by and I never received a confirmation email so I called again and there was 1 hr & 15 ninute wait so I requested a CALL BACK.

I then went to another chat and was informed there was no order and they were not able to order and I was directed to call.

I recieved my call back and was connected to someone and then told they need to transfer me, so I was transfered and was put on hold by that person and then disconnected. (Keep in mind they have my phone number and could have called me back)


I then called again and the was a 50 minute hold time. After being connected I was again transfered and this person also put me on hold, after a few minutes I was back in the que and then disconnected.


I called a third time and finally get someone with some knowledge but was told I need to speak to the parts department and the close at 9pm and it's now 9:19pm.


Why sould anyone purchase a protection plan for $139.99 only to get aggrevated and hung up on several times?


Please expalin how a company this big could be so incompetent?


How do we get the service we deserve?

Posts: 516
Topics: 23
Kudos: 99
Solutions: 20
Registered: ‎02-08-2019

Re: 2 year protection plan

Greetings, rcrawford,

First and foremost, welcome to our community! I'm disheartened that your joining were under these circumstances, but appreciate you taking the time to share your experience and feedback with our team. It's always a great idea to invest in a Geek Squad Protection plan for your tech, and I'm sad to hear that these issues arose when trying to get support for your device. 

I would be more than happy to document your feedback and assist however possible with this. To get started, can you please send me a private message that includes your full name, phone number, and email address? You can send me a secure message by using the Private Message button below in my signature. I hope to hear from you soon!

Best Regards,

Alyssa|Social Media Specialist | Best Buy® Corporate
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