01-02-2019 03:53 PM
I am in similar situation. I called 866-613-9853 for replacement. Said it will be approx. 15 mintues hold. But I am on the call almost 1 hour and nothing happened so far. They do this purposely?
01-02-2019 04:36 PM
Welcome back to the Best Buy community forum! I appreciate you taking the time to let us know about your experience as we care deeply about feedback from our customers. We constantly strive to provide the best service available, so it’s disheartening to hear that you’ve had to face some difficult hold times.
Though I know waiting isn’t ideal, our teams in every line of business strive to answer customers as quickly as possible, though there may sometimes be longer holds than we would like when it’s busier than expected. I will be sure to document your concerns here as part of our continuous improvement initiatives. That being said, it sounds like you will indeed need to speak to the TV exchange team to complete the fulfillment of a Geek Squad Protection Plan replacement. Please let me know how this goes.