Best Buy Repair Support

[CeaseMitchell]

What does it mean when it says my device is being assigned to an agent? Is Best Buy looking for someone with specific experience for the issue, or is there a queue of some kind for devices or something?

I was told my device could take several weeks to repair, and that's fair given the holiday months and all. I'm just wondering, since the assigning portion is taking a while and my device changed locations in the process, if the reasoning is connected to the extended timeframe as well?

[jdogg836 · Accepted solution]

I can help with generalities, but you'll want one of the moderators to look into your case to get the details specific to your workorder.

Being assigned to an agent could simply mean it has been checked in and is awaiting the queue.  Rather than immediately assigning to someone, it's better that it's queued up for the next available technician.  Ever gone to the grocery store and picked the shorter line, only to have someone writing a check ahead of you which makes you wait while the longer line actually moves faster?   This could be part of the estimated time, it's not uncommon for it to remain in this status until it is quickly assigned and then on the workbench getting serviced.  Some things that could extend this status is your item requires specific certifications, trainings, etc. from the manufacturer to be authorized for the repair.  You didn't mention the device type, so this may or may not apply.

Hope this helps, and if you'd like a moderator to look into this for you to give you specifics on your repair you can respond once they've replied in this thread.  

[Caleb-BBY]

Hi CeaseMitchell,

Thank you for reaching out to us here on the Best Buy Forums! I certainly understand wanting some clarification regarding the status of your repair. I'd be happy to discuss this further with you and help clear anything up. To get started, can you send me a private message with your full name, email address, and phone number?

Best Regards,