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New Member
Posts: 2
Registered: ‎09-18-2022

Best Buy's Apple support severely lacking

Was referred by Apple to Best Buy to make an appointment to have them run a diagnostic on my AirPods Pro's (first gen) as an initial step in the AirPods Pro Service Program for Sound Issues repair request. I drove 30 minutes to the Best Buy in Tacoma as it was the earliest appointment available and after arriving at my scheduled time, after 30 minutes the tech tells me he can't run a diagnostic because their iPhone they use wasn't updated with the latest iOS version (16.0) yet.


This iOS was released over 6 days ago, I can accept that they must not handle a large volume of Apple repairs requiring that phone. I also had no problem with waiting until they updated their phone or even if I was told it would take like 20 mins or so to update and then they'd continue the appointment. That would be fine, I'm already there, I can be patient. What I was told is that they "couldn't perform the diagnostic during the remainder of my appointment time and due to the rest of the day's schedule being full, I'd have to return to Best Buy (again, 1 hour drive round trip) on another day.


So I suppose my inconvenience could spare a subsequent Apple related appointment from the same fate, but I have a problem with being inconvenienced to keep the rest of their scheduled customers on time. Nevermind all the TV's, cell phones... even the $150 Keurig I was picking up at the time of this service appointment, I guess my time is not as important or valuable as the next scheduled appointment's time.


Why Apple calls Best Buy an Authorized Service Provider with this level of service for their products is beyond me. The tech had to ask another tech numerous questions about what he was doing; not having his equipment ready for the appointment where it was stated what the issue was when I scheduled it, is unacceptable. To add insult to injury, I was told I could go accross the street to the Apple Store in the mall to see if they could assist me. I should have just scheduled my appointment with them in the first place!   


Posts: 220
Topics: 7
Kudos: 45
Solutions: 26
Registered: ‎11-08-2021

Re: Best Buy's Apple support severely lacking

Good morning, jchunt14.

We try and make all our appointments as smooth and easy as possible.  So, seeing an experience like this is never something we want to see and I appreciate you taking the time to bring it to our attention.  I would love to help you out and look into this for you and see what options may be available.  Would you mind sending me a private message with your full name, email address, and phone number?  You should be able to do so by clicking the blue button next to my signature. 



Allison S|Senior Social Media Specialist | Best Buy® Corporate
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New Member
Posts: 2
Registered: ‎09-18-2022

Re: Best Buy's Apple support severely lacking

Sent. Thanks!