BestBuy.com

[drewzz00]

I have called several times regarding a severe login problem with my bestbuy.com account.  Tier 1 support does not have the ability to fix my issue as they have not been able to fix the issue.  I have requested that a supervisor call me and each rep I have talked to told me that they are unable to transfer me to a supervisor, but a supervisor will call me in 24-48 hrs.  I have yet to hear back from a supervisor, so Best Buy has no problems allowing reps to lie to customers.

Best Buy obviously has no desire to provide adequate and timely support for customers that need help fixing a complex issue. 

[jdogg836]

Here’s the link to the floated post regarding log in issues:

https://forums.bestbuy.com/t5/BestBuy-com/Having-trouble-logging-into-your-My-Best-Buy-BestBuy-com-a...

It provides tips for fixing it and how to get assistance if that should not work.

[drewzz00]

I have already tried all of the solutions recommended by the website and Tier

[jdogg836]

Well if you've messaged as instructed by the link I provided sit tight and one of the moderators will reply to you there shortly.  According to the front page announcement, the current response time is 8-9 days.

[drewzz00]

I have already tried all of the possible troubled shooting steps recommended by the website and Best Buy tier 1 support.  At this point, I need to talk to a supervisor in hopes of getting proper support as Tier 1 support does not have the proper access.

[jdogg836]

Supervisors and the regular phone/chat support cannot assist you with an account login issue. As I mentioned, if you have followed all the steps in the link I provided the moderators will respond to that message you sent them when they reach your post.

[drewzz00]

at jdogg836, so what I gather from your response is that Best Buy is not willing to help customers resolve issue when it is a problem on Best Buy's side and not the customers.  Thank you for confirming that Best Buy does not care about customers.

[jdogg836]

I feel like we’re getting nowhere so let me try one last time to get you pointed in the right direction.

“ at jdogg836, so what I gather from your response is that Best Buy is not willing to help customers resolve issue when it is a problem on Best Buy's side”

No, that’s not at all what I said. Frankly, I have provided how to get your issue fixed and referenced it in every follow-up post that I have made. I don’t see how one could infer that Best Buy is not willing to help, I’m literally trying to help you. It is unreasonable to expect a line-level customer service person, whether you’ve reached them by phone or by chat, to have the ability to fix a “severe login problem”. Likewise, their supervisor is also not on the right team to be able to assist.

You have also avoided mentioning whether or not you sent a message via the link I provided. I will post the relevant details below:

“Other causes of members having trouble receiving the verification email may include duplicate information in our internal systems, or outdated/mismatched information. If you’ve performed the troubleshooting mentioned above without successfully receiving a verification code, then please send us private message, with the details listed below, by clicking here.

Name
Phone #
Mailing address
Email address”

Of course, you’re going to have to visit the actual link in order to click that link. That’s how you get assistance with your login issue, and if you’ve done that then you’re good. The moderators of this forum, who work out of corporate, will reply to that message when they’ve reached your post. If you haven’t yet sent one, they will request that you send that same message once they’ve reached this post on the forum.

I hope this clears up your path forward and I hope that the moderators can assist soon.

[drewzz00]

Every company that I have dealt with, whether on the phone or chat has escalated me to a supervisor or at the very least a 2nd tier support rep who was able to resolve my issue or inform me that I was not able do something that I was trying to do.  For my issue with Best Buy, this is not the case.  I would like to speak to a supervisor for a couple of reasons.  I was told by 4 different reps that a supervisor would call me in 24-48 hrs.  After 48 hrs I never received a call.

A supervisor should be able to escalate my call or get me in touch with the department that can help me.  If Best Buy does not want to have supervisors help customers and assist them with getting to the correct department, then they should have tier 1 support reps tell customers that they are on their own if ttier 1 support can't fix the problem. There are some issues that email will not work due to the complexity of the problem. 

The link you provided only has basic login help which does not work.  I have sent messages with no response.  My next step will be to go in to a store and speak to customer service about returining all of the items I recently purchased. 

Please do not respond unles it is via a direct email where I can provide my phone number and discuss my issue.

[SeanM-BBY Retired: Social Media Specialist]

Hi, drewzz00,

Welcome to our forums.  It’s disappointing to hear you’ve been having a severe login problem with your BestBuy.com account as of late, and your previous contacts with our phone support teams have not resulted in the assistance you’re looking for.

As jdogg836 has mentioned, there are a few troubleshooting steps you can take to resolve common login issues, and these will typically resolve most problems our customers have run into.  If the issue persists, we’ll be happy to take a closer look and offer any additional assistance we can, however, we’ll need a few pieces of additional information from you in order to do so.  I see you’ve sent a colleague of mine a private message regarding this issue earlier, however, it doesn’t appear to contain any of the information we’ll need to look into this matter further, so I’ll ask that you use the blue “Private Message” button in my signature to send me the following information:

• Your first and last name
• Your phone number
• Your email address

Also, I’ll ask for some additional context regarding the “severe login problem” you’ve been running into as of late.

Thank you in advance,