Best Buy Repair Support

[studinski]

My husband bought me a 10.1 inch Kindle Fire on February 19, 2019. I paid extra to cover it with a Geek Squad policy.
02/01/2021 it failed. Won't recognize that it is being charged or that I have pressed the "on" button.
I have been in 2 different chats and on hold over 3 hours to speak to a live person. The only thing I have succeeded at is getting the runaround.
The first live person I spoke to told me I needed to call back during business hours and request a "box" which would let me get this resolved via mail.
I called back the next morning.
No help. I was informed that the kindle doesn't "qualify" for a "box". It would need to go into the local geek squad counter.
Another chat. 40 minute wait for an agent. Go to the store. Disconnect.
Another call. Opted for a call back. 45 minutes later a lovely lady with very broken English informed my th at my only option was the store.
Called the store. 37 minutes on hold and a sweet rep put me on hold to figure out how to get an email with a mailing label sent to me . 12 minutes later, after the "hold" caused the line to ring four different times, the call disconnects.
I'm now on my second call to the store (hoping to get the same employee again) and have been waiting over 7 minutes.
Now, I'm sure you are wondering why I don't just make an appointment and walk into the store, right? COVID is still a real risk and I have no immune system due to medical conditions. It's been almost a year since I last stepped into a store. Anything coming into my home has to be disinfected or left untouched for 72 hours. I haven't had anyone in my home since last February 19, my last birthday.
I'm not 65 years old or older so I am second or third tier to receive the immunization.

How do I use my Kindle Fire protection that I paid for before it expires?

Thank you for reading this far.
Sarah

[nckhammond]

If a box isn't available for that item the only way would be in the store

[Alyssa-BBY Social Media Specialist]

Greetings, studinski,

Welcome back to the Forums! It's never optimal when tech goes awry, and I can understand wanting to explore what routes may be available to get your tablet serviced under your protection plan before it expires. Based on the issues that your tablet is experiencing, it would need to be serviced inside a store. You can schedule an appointment here for your device.

With that said, I understand you had concerns regarding the use of your protection plan. When you get the chance, can you please send me a private message that includes your full name, phone number, and email address so I can look further into your plan? You can send a secure message by using the Private Message button below in my signature.

Best Regards,