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New Member
Posts: 1
Registered: ‎12-05-2022
Accepted Solution

Just a question about the meaning of a term

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?

Best Buy Employee
Posts: 2,639
Registered: ‎01-09-2015

Re: Just a question about the meaning of a term

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.  

I am a Best Buy Employee, but the views that I post are my own and not that of Best Buy.
***Know that I am not able to issue official responses and that my posts are only here to help before an official response is offered by a Best Buy Social Media Specialist***
Social Media Specialist
Posts: 105
Registered: ‎05-07-2019

Re: Just a question about the meaning of a term

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,

Caleb|Social Media Specialist | Best Buy® Corporate
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