10-23-2021 04:02 PM
After purchasing a dishwasher and refrigerator under the Total Tech Support program, I have been totally frustrated with the calling venue of the Total Tech program. I experienced dropped calls by agents. The directive to press B for a call back is bogus and does nothing. Call wait times were excessive -- anywhere from 7 minutes to 30 minutes. There is no other way to call Best Buy and if your issue does not fit one of the online boxes, you must call. It is supposed to be a concierge service?? Hardly, in my experience! You are never talking the same person more than once and have to explain the total issue each time you attempt a call. Total aggravation when you can't get the issue resolved.
After calling multiple times to get my installation completed and my refrigerator hauled away, I finally got an agent that actually gave me the phone number that I needed. The call was answered promptly and my installation and haul away was completed the following morning!
10-23-2021 05:08 PM
Thank you for taking the time to provide feedback about your experience with Totaltech. What you describe is far from ideal so I'm disappointed to learn this happened. Totaltech membership is supposed to make like easier and promote peace of mind. I would like to ensure this feedback gets to the right place so that it can be available internally at the Corporate level where it can be used in our efforts to continuously improve.
To ensure the most detailed feedback, can you please send me a private message with a couple more pieces of information? I'll need your full name, phone number, email address, and order number from the installation (if available). If logged into the forum from a PC, you should see a blue "Private Message" option next to my signature below this post.