Best Buy Repair Support

[HH21]

Here is my situation: I have a microwave I purchased at Best BUy which I'm told by a best buy representative that has protection. After waiting an unreasonable amount of time over the phone today, I got bounced around to the "Extended warranty" department who told me they can't find my microwave anywere. It didn't matter if I provided order number, my contact information, model number. Nope. They expected me to start from zero and talk to a best buy representative because they didnt even know why I was transfered. It's like I had never spoken to a representative from Best Buy 40 minutes ago. 

I'm wondering who at Best Buy will take responsibility and follow up on this post because my experience with accessing the 'protection' I pay for in all the electronics and appliances I purchase from Best Buy is rather poor. Other issues I find is that they don't have a technician in my area so nobody ever comes, even after I schedule an appiontment. 

[AndrewB-BBY Social Media Specialist]

Good afternoon, HH21,

Thank you for taking the time to visit our community forums. A Geek Squad Protection plan is a great thing to have, especially on appliances that you use quite a bit. It's certainly strange to hear that the agents you spoke to are having a difficult time locating this plan, I'd be glad to help you search for this so you can get assistance.

I will need a few more details so I can begin to look for this. Can you please send me a private message that incluides your:

Full name

Email address

Phone number

Order number

You can send me a private message by clicking on the blue button at the bottom of this post across from my name. I'll keep an eye out for your message.

[HH21]

You say "It's certainly strange to hear that the agents you spoke to are having a difficult time locating this plan, I'd be glad to help you search for this so you can get assistance" and I say it's not strange, but unacceptable. I have paid hundreds of dollars for Geek Squad support for every item I purchased at Best Buy and this is often my experience that I get bounced around for hours, sometimes days or weeks until I get somebody who schedules me for an appointmet. It often happens that there is a no show because it turns out there is no technician in my area. It honestly has been a disaster so please do message me and help me address this issue I have with the microwave. 

[HH21]

Hello, 

I just called Geek Squad again. I spoke with somebody named Fatima who hanged up on me. This lack of service or customer support for a service and protection I am paying for is not acceptable. I also have messaged you in private and I have not heard back. Again, the lack of response or responsibility is beyond comprehensible. There is no accountability for the personnel that picks up the phone on your end and the customer's experience is to go in circles, hoping for the best. I am in an urgent need of the use of the microwave for reasons beyond what I will explain here. Please assist. 

[HH21]

I notice you are not responding to this thread. I also want to update the community here that after spending 5 hours on the phone yesterday with Best Buy, I finally got to the step to schedule a technician to come to my house. Then I was told no technician available and the system has issues so I may hear back 16 days from now. And I should be ready to pick up all unscheduled, unknown calls because one may be from Best Buy to follow up on this topic. And I should not call back because its uncertain when the 'technical issue" you are having will be fixed. 

This is ridicuouls. And the Microwave if still under the warranty. 

[AndrewB-BBY Social Media Specialist]

Hi there, HH21,

Thank you for following up with me. I apologize for the delay in responding to you, I was unexpectedly out of the office due to an illness and was unable to review or respond to your messages. I appreciate your patience while I worked to continue reviewing this matter for you.

I'm glad to hear that you were able to get in touch with our agent over the phone and would be happy to see if I can do anything to assist you at this time. I see that you sent me a private message but I am still missing several important pieces of information so I can see what options I may have to assist you. Can you please send me a private message that includes your:

Full name

Phone number

I look forward to hearing back from you.

[HH21]

Hello, 

I'm sorry about your personal emergency. I see you may still be catching up on messages because I did share with you the information you requested. Again, Best Buy is large enough of a company that I should not be having to wait weeks and months and many hours on the phone just to hear: Our system can't schedule a tehnician in your area and we may be able to do it in 16 days from now. How about Best Buy didn't take my money in the first place if there are coverage issues or lack of technicians to address a simple problem? This is unacceptable. 

[AndrewB-BBY Social Media Specialist]

Hi there, HH21,

Thank you for taking the time to send these additional details to me. Now that I have all the required information, I can begin to review what options I may have to assist you.

Please allow me some time to review your case history. I will be sending you a private message shortly. You can check your inbox by clicking on the orange envelope in the top right corner of your screen after logging into your forum account.

[HH21]

It really is sad that after many hours on the phone, weeks waiting for assistance, a company like Best Buy is unable to schedule an appointment for me to get my microwave replaced when it's under warranty and protection. I am located outside of the largest metropolitan area in the United States, it is not acceptable for Best Buy to say that you "don't have a technician in the area", I'm not rural, and I hear this every time. There are multiple Best Buy stores near me, but yet you don't have technicians? 

[nckhammond]

What brand is it? If it's under a year old beat buy uses the manufacturers warranty anyway, you could call them directly to bypass the middle man.

Microwaves are the most dangerous things to service due to Thier giant capacitors. It's very possible they don't have any techs trained in microwave repair. Generally they are not worth repairing anyway, most places just give you credit for a new one. Not really sure why this is so challenging for bestbuy to figure out.