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New Member
Posts: 4
Registered: ‎08-21-2019

Can someone please help me? On hold for over 2 hours


I have literally been on and off hold for over an hour to get no where. The rep told me there was nothing she could do to help me and then told me there was a department that can. She refused to forward me to that department and then put me on hold. This is inexcusable.
I pre paid for total.support for one year. I got an email saying it would automatically renew. I called to say I didnt want that to happen and I believed that the automatic renewal was cancelled. Instead the agent cancelled the support service and did not tell me that. And did not offer a refund. It was not made clear that the service was being stopped of that day. I was under the impression that the paid servuce would be honored. It makes no sense to think I would pay for a year of support and not expect the entire year. After an hour and 16 minutes the agent hung up on me.
I called back, since the situation is not resolved, and now I've been on hold for another 22minutes(so far).
I know for sure it is illegal to take payment for something and not provide it. After putting this experience on all social media platforms available, I will file complaints with the FTC, BBB and via usa.gov.
Best buy literally robbing customers and then jerks them around by making them stay on hold for hours, then after hours your reps hang up on them so the issue is never resolved and you have pur money and we do not receive the service for which we paid.
This is immoral, unethical and illegal.


Please can someone call me and help me straighten this out. I am so upset about how I've been treated by your company. Being on hold for hours is disturbing
Regular Contributor
Posts: 916
Registered: ‎02-07-2011

Re: Can someone please help me? On hold for over 2 hours

How much longer was the original total tech support valid? I'm pretty sure they give you a prorated refund for the difference in time. But if they were asking you about auto renewal wasnt it almost expired?
New Member
Posts: 4
Registered: ‎08-21-2019

Re: Can someone please help me? On hold for over 2 hours

I didnt want a pro rated refund. I wanted to not have the auto renew happen. I paid for a service for a year.
Posts: 328
Topics: 21
Kudos: 131
Solutions: 12
Registered: ‎10-03-2017

Re: Can someone please help me? On hold for over 2 hours

Hi, Meghan1360,

 

Thank you for connecting with Best Buy here on our Forums!

 

Total Tech Support is a great way to cover all the items in your home, even if you didn't purchase them with us. I have this plan too and love being able to use it when things go wrong. With that being said, I hate to hear about your experience you had working with some of our phone representatives. We always strive to provide world class customer service and I'm sorry if this wasn't what was given to you. 

 

In regard to your situation, canceling the auto-renew of the plan does cancel the plan entirely and prorate the refund back to you. Therefore, the period of time that you didn't have this plan up to the one year completion should be refunded back to you. I know this isn't the answer that you had been looking for, but we appreciate your understanding with how this had been processed. 

 

Let us know what other questions or concerns you still have. 

 

Regards,

Cameron|Social Media Specialist | Best Buy® Corporate
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New Member
Posts: 4
Registered: ‎08-21-2019

Re: Can someone please help me? On hold for over 2 hours

Where does it say that in the contract?
Posts: 328
Topics: 21
Kudos: 131
Solutions: 12
Registered: ‎10-03-2017

Re: Can someone please help me? On hold for over 2 hours

Hey there, 

 

Thanks for the reply! You'll find the full Terms & Conditions of the plan on our website, but I can share this part with you below.

 

If the Purchaser cancels a Continuous Yearly Plan at any time after the first 30 days, and if no membership discounts or services have been provided during the then-current term, the Purchaser will be given a pro-rated refund based on the number of days remaining in the billing year beyond the cancellation date.

 

I hope this helps!

Cameron|Social Media Specialist | Best Buy® Corporate
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Posts: 328
Topics: 21
Kudos: 131
Solutions: 12
Registered: ‎10-03-2017

Re: Can someone please help me? On hold for over 2 hours

Meghan1360,

 

When had you received this email stating that the plan was cancelled? Any refunds that would be coming back to you generally take 5-7 business days to process, but depending on your bank, can take up to one billing cycle to be completed.

If you'd like, I'd be happy to look into your account and verify that this was processed correctly. 

 

Thanks,

Cameron|Social Media Specialist | Best Buy® Corporate
Give Kudos if you like this post or Accept as Solution if it answers your query!